Nestled on a picturesque plateau at 4K feet, Shillong in Meghalaya India, often called the “Scotland of the East,” is a hidden gem in India’s contact center landscape. With its growing pool of talented professionals, improving infrastructure, and strong government support, Shillong is proving to be an ideal choice for businesses looking to expand beyond metro cities.

What Makes Shillong Stand Out for BPO Operations?

1. Young and Skilled Workforce

Shillong is home to a vibrant, youthful population—70% of its residents are under 35. With a strong focus on education and institutions like IIM Shillong and Northeastern Hill University (NEHU), the city produces a steady stream of skilled graduates. This educated talent pool, combined with an urban unemployment rate of 12.3%, ensures businesses have access to motivated and capable professionals eager to build careers in the BPO sector.

2. Growing Infrastructure and Government Support

The Meghalaya government has been actively fostering growth in the IT-enabled services (ITES) sector, helping the state move towards its ambitious $10 billion economy goal. Initiatives like the Northeast BPO Promotion Scheme (NEBPS) offer incentives to encourage businesses to set up operations in the region. With improving digital connectivity and affordable real estate, Shillong provides a cost-effective alternative to larger metro cities.

3. High Retention & Stable Operations

One of Shillong’s biggest strengths is its stable workforce. Professionals here have a strong affinity for western culture, making it easier for them to adopt a neutral English accent—a valuable asset in delivering quality customer interactions. Digital education trends are further enhancing tech skills in the region, ensuring employees are well-prepared for modern CX roles. Notably, Shillong enjoys lower attrition rates than metro cities, allowing businesses to maintain stable operations and reduce hiring costs.

4. Cost Efficiency and Seamless Global Support

Shillong’s cost-effective labor market results in a lower cost per interaction (CPI) without compromising service quality. Its 24/7 workforce availability makes it easier to support global time zones, while the scalable talent pool allows businesses to expand swiftly. The city’s workforce is also known for their customer-centric mindset, driven by strong hospitality skills, ensuring productive teams and reduced absenteeism.

How [24]7.ai is Unlocking Shillong’s Potential

In 2022, [24]7.ai established a state-of-the-art Customer Experience (CX) center in Shillong to tap into the city’s emerging talent. This modern facility, designed to accommodate over 500 seats, provides voice, chat, and back-office services. With a strong focus on employee well-being and growth, the center maintains an impressive employee satisfaction score of 93%. The Shillong team has consistently demonstrated its ability to deliver outstanding results. For instance, during a rapid seasonal ramp-up for a major tech retailer, 65 voice agents were trained and deployed in just 13 days. Within two days of launch, the team achieved 100% KPI adherence—a testament to their skill and dedication. This success even led to the team expanding their services to include payment and membership support.

Why Shillong Deserves Your Attention

Shillong is more than just a scenic getaway; it’s a city full of untapped potential for businesses seeking reliable, cost-effective, and scalable CX solutions. With its skilled workforce, growing infrastructure, and strong focus on quality customer service, Shillong is poised to become the next big Tier 2/3 destination for BPO success.