Thanks to Chetan Bhagat for
introducing us to BPO’s in India in his bestseller “One night at the call
centre”. Call Centre is a limiting word nowadays for flourishing outsourcing
companies, though it gave us an insight about the culture of BPO’s. Earlier
young generation, passed out of school used to work in these BPO’s just to earn
quick bucks. Nowadays, the story is different. Highly educated genre with
multitasking abilities is joining these BPO’s and providing services to the
clients across the globe. Many IT companies have set up their own support
centers. Growth in this industry is tremendous and lot of money is pooled in to
drive this industry to greater heights. One can join as an Associate and move
up the hierarchy to the level of CEO, depending upon their caliber…. Walk into
DLF Cyber City once sometime and you can very well imagine what revenue these
BPO hubs are bringing to India.
there always a better and different way to do things? Yes, there is. This is
Service believes in. Though it holds 10th position,
don’t you agree that being even at 10th position is no small feat? Incorporated
in 1999 at Delaware, USA by Vikram Talwar and Rohit Kapoor. Its first delivery
centre in India was set up in Noida in 2000. It provides services to various
organizations in insurance, healthcare, banking, financial services etc with
the help of 24000 employees across five continents.
in reverse order, now comes the 9th position, which is being held
Global Solutions Ltd. They believe in providing excellent
customer service experience, due to which 74% of its dissatisfied customers
have been recovered. They provide services ranging from product support to
getting information from the 1100 qualified nurses regarding care assessment,
health information and claim processing. Not only that, they can map customer’s
journey and tell them regarding the potential sales points, on variety of
devices 24/7. Present in 12 countries, with 40000 employees and 24 delivery
centers in India.
centers, 10 countries, 3 continents...Do you want for more? This is Aditya Birla
Minacs, occupying 8th position. More than 50% of
their revenue comes from Manufacturing. Also they are planning to open their
centre in Middle East.
Bpo at no. 7. Infosys needs no introduction as it is the
BPO arm of the IT company Infosys. Found in 2002, operates in 15 countries worldwide
with more than 30,000 employees.
on the charts occupying 6th position is FIRSTSOURCE.
Headquartered in Mumbai, it provides services to banking and financial services
to the customers. It also serves telecom, media and healthcare sector. It has its
operations in 5 countries.
position is occupied by WIPRO BPS. Customer service is their prime
focus as the customer these days want to get the solutions easily and
immediately. Smart technology is needed to meet increasing customer demands
globally. Robotic process automation, artificial intelligence, data analytics and predictive modeling
are being used to serve the customers. Having presence in 11 countries,
services are being provided in various languages.
it is…at the
4th position….AEGIS Ltd. Owned by Essar, it operates in 43
locations across 9 countries employing more than 40000 people. Providing
new-age services to the clients and meeting their requirements even in the
rapidly changing world, helping them adapt to the latest, without compromising
position. It started as a captive unit of British Airways in 1996 and now
British Airways is one of its clients. Keshav Murugesh is the group CEO and is
a real agent of change. In one of his interviews, he seemed disturbed with the
fact that Outsourcing is still synonymous with “call center”, though it has
more to offer and there has been a constant change in the industry which needs
to be noticed and the stereotyped image has to be fought with. More than 30,000
employees are offering their services in 42 delivery centers globally.
Inspite of losing its
leadership position, GENPACT still manages to be at no 2.
Founded in 1997, it was a part of GE. After becoming an independent company in
2005, it has grown to having 73 delivery centers in 25 countries globally and
has been providing employment to more than 70000 employees, serving 800
clients. Genpact stands for “Generating Business Impact” which they have been
truly delivering upon over the years.
Apart from being at the top
in IT segment, TCS has garnered the TOP slot for its BPO wing as
well, toppling Genpact from the leadership position after years of remaining
there. TCS has grown faster in terms of revenue and has also made series of
acquisitions so that they are able to provide varied services. Having wider
portfolio, its services are extended to banking, financial and insurance etc.
Having consulting-based approach, combined with analytical skills, has given
them an edge in fulfilling customers’ needs.
So, this is it. And there is
a long queue of Outsourcing companies out there to make an impact and be among
the top players. So let’s keep our fingers crossed for the next report to be
out on this and see what reshuffling has happened, along with the new entrants
and their performance….Fight is on for the top…. and a ‘bigger fight’ to be at