Interview with Richa Bansal, Founder
of Saarathee
This is an excerpt from an interview with Richa Bansal,
founder of Saarathee- a for profit customer contact center, which has visually
impaired employees working in multiple processes.
What is the work that
Saarathee deals with?
It is essentially a customer contact center, where we do
lead conversion and we support organizations in their customer service needs.
Say, for instance, there are start ups that are in their expansion phase and
they mostly need help in driving their sales, so they resort to digital
marketing campaigns and they are able to generate enough leads. However, they
lack the bandwidth as well as the proficiency, both technically as well as
people wise, to convert those leads into actual sales and that’s where we play
a role. And we have a team which addresses such clients.
What kind of clients
does Saarathee deal with? Are there any specific sectors which are more
frequent?
Not really, we are fairly open to all the sectors. Right
now, given the fact that everybody is moving into the domain of online
platforms, so there are lots of clients that we have who are actually doing
their business online. So, whether we talk about Cashify, which is again an
online platform, for selling old devices, or if you speak about Coding Ninjas,
which is primarily into e- learning platforms for coding languages programs. We
also work with Amazon, supporting them in finding sellers online so that they
can come, register themselves on their platforms. These are the clients that we
are working with right now.
What inspired you to
start this?
Well, this is one and a half year old and it was a
combination of things. When we started out, I wanted to do something in the
space of providing livelihood, and I was very clear that there was a need gap
which existed, in terms of superior customer engagement. A lot of companies
were driving customer care, but that was sub optimal in terms of the quality of
conversations that was being driven by these firms and executives, largely
because most of them are being run as factories, and not necessarily from the
point of driving empathy when the customer is being spoken with. Given the fact
that I had an experience of working with the blind earlier in my erstwhile
organization, Vodafone, I knew what they could bring to the table. Also, I had
a fair stint with NAB- I spent around nine months with them. I saw them working
very closely and I understood the skill set that they could bring to the table.
So we tried to marry both of these together and that’s how Saarathee eventually
came into being
How did you go about
starting this venture? Were there any particular challenges that you faced?
Ofcourse. One, my start happened with research. I just
didn’t start it at will. I invested in a fair bit of studying and research. I
would like to give credit to NAB, Hauz Khas, firstly, because the director
there was always a friend and, secondly, because he also gave me an opportunity
and a window to engage and interact, not only with people who are blind, but
also with authorities that are doing their bit of work in terms of skilling
them. I got a fair understanding of what kind of skill was being invested in,
what kind of people could possibly do something like this. Apart from this, I
engaged with people who were already working with people with disabilities, so
that I could gain from their experience. So, when I pieced it all together, I
think we managed to make a confident start from there. And as for having
setbacks, in the first few months, in fact the first year in itself, we had a
fair bit of experiences, learning and a lot of highs and lows that we saw. But
I guess, we learn, fall and move on.
Is there any advice
that you would like to give to those who would like to combine the social
sector with their startup?
I think it is very critical, first to identify the value
that you eventually want to drive. Because, if you do not find value, you would
not be able to sustain it. Here, the business need was merged with the social
impact need that we wanted to create. And that’s how the marriage worked.