Raising the Bar on Expectations?
BPO company Sitel is closing a call center in Port Arthur, Texas this week. The outsourcing company will slash more than 250 jobs in the process. Spokesman Andrew Kokes said they are shutting down the call center due to "changing business needs of a client and is in no way reflective of the quality of customer care." - READ: save money. In a related story, there are still call centers in the US.
The call center was supposed to close in June, but Sitel postponed the ax job until now.
However, the former call center employees might have found an opening. There might be four job openings at a Sitel call center in the Philippines. The business process outsourcing company recently suspended four customer service representatives for sending obscene text messages to customers of one of the company's clients. The call center agents sent out a "FU" message to five of Telecom New Zealand's clients...literally.
Tuesday, February 23, 2010
Monday, February 22, 2010
Protectionism and Politics at its Finest
Shocker: Candidate speaks out against outsourcing.
USA - Michigan republican candidate for governor, Rick Snyder, claims that he has never supported the outsourcing of "American" jobs to foreign countries. Snyder is the CEO, Chair of the Board and co-founder of Ardesta LLC, a high tech venture capital firm located in Ann Arbor, Michigan. He was a member of the board of directors at Gateway Computer Company while the company engaged in large scale outsourcing operations. Snyder says he does not support outsourcing, and now says that the decisions made were wrong. "I was one of the board members. I really didn't support that position, but it did happen," claims Snyder.
Snyder says he can't remember if there was ever an up or down vote on outsourcing, but he was opposed to it while it occurred. He also says the decision to outsource jobs was not made by the board of directors, but was handled by management, which means Snyder did not have a chance to vote on it.
Does anyone really believe that Snyder was opposed to outsourcing? Of course not. We Americans can always hope that our politicians are being dishonest, and this is a fine example.
This type of nonsensical rhetoric can be heard from both sides of the aisle every election year. The question is whether the rhetoric will translate into policy. While in Ohio during his 2008 presidential primary campaign, Barack Obama railed against the details of NAFTA, and said he would look at having it rewritten. After his election, Obama made little reference to NAFTA, and is pushing for free trade agreements with South Korea, Colombia, and Panama.
However, Obama holds a national office, and is responsible for the greater good of an entire country. If elected, Snyder will govern a state in which outsourcing is a significant and sensitive issue. His actions affecting outsourcing and trade will be greatly scrutinized. What Snyder will do if elected is anyone's guess.
USA - Michigan republican candidate for governor, Rick Snyder, claims that he has never supported the outsourcing of "American" jobs to foreign countries. Snyder is the CEO, Chair of the Board and co-founder of Ardesta LLC, a high tech venture capital firm located in Ann Arbor, Michigan. He was a member of the board of directors at Gateway Computer Company while the company engaged in large scale outsourcing operations. Snyder says he does not support outsourcing, and now says that the decisions made were wrong. "I was one of the board members. I really didn't support that position, but it did happen," claims Snyder.
Snyder says he can't remember if there was ever an up or down vote on outsourcing, but he was opposed to it while it occurred. He also says the decision to outsource jobs was not made by the board of directors, but was handled by management, which means Snyder did not have a chance to vote on it.
Does anyone really believe that Snyder was opposed to outsourcing? Of course not. We Americans can always hope that our politicians are being dishonest, and this is a fine example.
This type of nonsensical rhetoric can be heard from both sides of the aisle every election year. The question is whether the rhetoric will translate into policy. While in Ohio during his 2008 presidential primary campaign, Barack Obama railed against the details of NAFTA, and said he would look at having it rewritten. After his election, Obama made little reference to NAFTA, and is pushing for free trade agreements with South Korea, Colombia, and Panama.
However, Obama holds a national office, and is responsible for the greater good of an entire country. If elected, Snyder will govern a state in which outsourcing is a significant and sensitive issue. His actions affecting outsourcing and trade will be greatly scrutinized. What Snyder will do if elected is anyone's guess.
Friday, February 19, 2010
BPO Growth in India
Business Process Outsourcing Growth Rate Improves
The BPO industry in India is expected to show modest improvement this year after a relatively lackluster performance in 2009. Indian software services and BPO export revenue is estimated to have reached $50 billion in 2009-10. This represents a 5.5 growth rate and falls right in the middle of analyst expectations of 4 to 7% growth. “Export revenues for the Indian IT-BPO industry are expected to record a growth rate of 5.5 percent, to reach $49.7 billion in FY 09-10,” said Som Mittal, president of Nasscom. The BPO industry growth rate has fallen to single digits after remarkable growth of 32% just four years ago.
“It’s a historic moment for the Indian IT-BPO industry as it touches the $50 billion landmark. The growth was led by domestic market buoyed by increased government spending in IT. In addition, new areas such as engineering services and product development displayed phenomenal momentum clocking a combined revenue of over $10 billion.”
Nasscom issued a positive outlook for fiscal year 2010-2011. Nasscom is expecting Software and Services exports revenues to grow by 13-15%.
The BPO industry in India is expected to show modest improvement this year after a relatively lackluster performance in 2009. Indian software services and BPO export revenue is estimated to have reached $50 billion in 2009-10. This represents a 5.5 growth rate and falls right in the middle of analyst expectations of 4 to 7% growth. “Export revenues for the Indian IT-BPO industry are expected to record a growth rate of 5.5 percent, to reach $49.7 billion in FY 09-10,” said Som Mittal, president of Nasscom. The BPO industry growth rate has fallen to single digits after remarkable growth of 32% just four years ago.
“It’s a historic moment for the Indian IT-BPO industry as it touches the $50 billion landmark. The growth was led by domestic market buoyed by increased government spending in IT. In addition, new areas such as engineering services and product development displayed phenomenal momentum clocking a combined revenue of over $10 billion.”
Nasscom issued a positive outlook for fiscal year 2010-2011. Nasscom is expecting Software and Services exports revenues to grow by 13-15%.
Thursday, February 18, 2010
Genpact Names New CFO
Leader in Finance and Accounting Replaces Financial Chief
Genpact Limited announced that Mohit Bhatia will take over as the firm's new CFO. Current CFO Vivek Gour will be relieved of his duties as senior vice president and chief financial officer on March 1st, though he will stay with the company through the end of April to assist with the transition.
The shakeup seems a little unusual as Gour was a key player in turning Genpact into a hugely successful public company after its spin-off from GE. Genpact was recently named by Nasscom as the top BPO company in India. According to Gour, he is leaving to pursue other things such as social development.
Gour's replacement, Mr. Bhatia, served the company as CFO from 2003-2004, and has recently been the head of Genpact's largest division, Finance and Accounting practices.
Genpact Limited announced that Mohit Bhatia will take over as the firm's new CFO. Current CFO Vivek Gour will be relieved of his duties as senior vice president and chief financial officer on March 1st, though he will stay with the company through the end of April to assist with the transition.
The shakeup seems a little unusual as Gour was a key player in turning Genpact into a hugely successful public company after its spin-off from GE. Genpact was recently named by Nasscom as the top BPO company in India. According to Gour, he is leaving to pursue other things such as social development.
Gour's replacement, Mr. Bhatia, served the company as CFO from 2003-2004, and has recently been the head of Genpact's largest division, Finance and Accounting practices.
Tuesday, February 16, 2010
Top 10 Philippine Call Centers
Here are our 2010 rankings for the top ten call centers in the Philippines.
1. Teletech - TeleTech's strength has been in their ability to provide services and integrated solutions that give intelligence to companies throughout their customer service cycle. TeleTech offers software and people who can look deeper into customer interactions.
2. Convergys - Convergys provides comprehensive outsourced B2B and B2C customer support functions, as well as services for internal call center operations. Convergys has excelled at providing customer service to mobile phone users.
3. Sitel - Sitel offers a variety of outsourced customer interaction solutions covering each stage of the customer lifecycle - customer selection, customer acquisition, customer retention and customer extension.
4. Teleperformance - Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option to the Philippines, North America (U.S. and Canada), Australia and New Zealand.
Teleperformance operates more than 7,000+ workstations from 6 contact centers located in and around Manila and Bacolod City.
5. Hit Rate Solutions - Hit Rate Solutions provides superior telemarketing center services including inbound order taking and outbound lead generation. HRS also provides non-voice services such as data entry and live chat support.
6. Transcom - Transcom is a leading global Business Processing Outsourcing (BPO) provider, delivering cost-effective solutions while optimising efficiency and quality for their clients. Along with Customer Relationship Management (CRM) and Credit Management Services (CMS) solutions, Transcom also provides CRM consulting, translation and interpretation, and legal services.
7. E Pacific Global - ePacific Global Through operational excellence, technology innovation, and global skill set sourcing; ePacific Global provides end-customer satisfaction and incremental client revenue at a reduced cost.
8. Aegis People Support - This is not a pre-recorded message. Aegis Communications Group (which does business as Aegis BPO) provides outsourced telemarketing and customer care services through more than 30 facilities in the US and India. It handles both inbound and outbound calling services, order provisioning, and multilingual communications programs. Besides teleservices, Aegis offers online customer services such as e-mail responses, real-time chat, and data collection. Major clients have included AT&T, American Express, Qwest Communications, and Western Union. India-based investment firm Essar Group owns Aegis, which expanded in late 2008 when it acquired rival customer service provider PeopleSupport. Aegis was established in 1985.
An Essar Group enterprise, Aegis offers the benefits of the global delivery model, strong financial strength, deep domain expertise, comprehensive and flexible solutions offerings, and a rich international talent pool.
9. Support Save - Support Save provides a variety of Business Process Outsourcing, Consulting and Technology solutions to help their clients to successfully manage important programs and mission critical projects that transform their business processes and accelerate their financial performance.
10. Next Level IT Teleservices - NLIT Teleservices provides friendly and affordable call center services including telemarketing, customer support, and data entry services.
1. Teletech - TeleTech's strength has been in their ability to provide services and integrated solutions that give intelligence to companies throughout their customer service cycle. TeleTech offers software and people who can look deeper into customer interactions.
2. Convergys - Convergys provides comprehensive outsourced B2B and B2C customer support functions, as well as services for internal call center operations. Convergys has excelled at providing customer service to mobile phone users.
3. Sitel - Sitel offers a variety of outsourced customer interaction solutions covering each stage of the customer lifecycle - customer selection, customer acquisition, customer retention and customer extension.
4. Teleperformance - Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option to the Philippines, North America (U.S. and Canada), Australia and New Zealand.
Teleperformance operates more than 7,000+ workstations from 6 contact centers located in and around Manila and Bacolod City.
5. Hit Rate Solutions - Hit Rate Solutions provides superior telemarketing center services including inbound order taking and outbound lead generation. HRS also provides non-voice services such as data entry and live chat support.
6. Transcom - Transcom is a leading global Business Processing Outsourcing (BPO) provider, delivering cost-effective solutions while optimising efficiency and quality for their clients. Along with Customer Relationship Management (CRM) and Credit Management Services (CMS) solutions, Transcom also provides CRM consulting, translation and interpretation, and legal services.
7. E Pacific Global - ePacific Global Through operational excellence, technology innovation, and global skill set sourcing; ePacific Global provides end-customer satisfaction and incremental client revenue at a reduced cost.
8. Aegis People Support - This is not a pre-recorded message. Aegis Communications Group (which does business as Aegis BPO) provides outsourced telemarketing and customer care services through more than 30 facilities in the US and India. It handles both inbound and outbound calling services, order provisioning, and multilingual communications programs. Besides teleservices, Aegis offers online customer services such as e-mail responses, real-time chat, and data collection. Major clients have included AT&T, American Express, Qwest Communications, and Western Union. India-based investment firm Essar Group owns Aegis, which expanded in late 2008 when it acquired rival customer service provider PeopleSupport. Aegis was established in 1985.
An Essar Group enterprise, Aegis offers the benefits of the global delivery model, strong financial strength, deep domain expertise, comprehensive and flexible solutions offerings, and a rich international talent pool.
9. Support Save - Support Save provides a variety of Business Process Outsourcing, Consulting and Technology solutions to help their clients to successfully manage important programs and mission critical projects that transform their business processes and accelerate their financial performance.
10. Next Level IT Teleservices - NLIT Teleservices provides friendly and affordable call center services including telemarketing, customer support, and data entry services.
Monday, February 15, 2010
Barack Obama on Outsourcing
US President Barack Obama once again struck misguided fear into the hearts of outsourcers worldwide. Last week Obama derided the outsourcing policies of many American companies last week. Obama pointed to companies that move their operations to India and other countries to save taxes back home and called such businesses tax evaders. The knee jerk reaction of many in the press was to label the remarks as protectionist and anti-trade. Although criticism of outsourcing by the US president makes many in the industry cringe, cries of protectionism miss the point. Instead, Obama is targeting a tax loophole that provides American companies an economic disincentive to bring their profits back to the US.
"If you are a business here, entirely located in the US, and investing in the US, and hiring workers in the US, you are paying a 35 per cent rate," Obama told Bloomberg Magazine.
"However, if you are a multinational and you are investing in India, and your workforce is in India, and your plants and equipment are in India, but your headquarters are here, you are taking deductions on all the expenses in India, but you are keeping your outside the US; and that just doesn't seem entirely fair," he argued.
Calling for fairness scores political points domestically, but the truth is that the current tax policy is just bad economics. US companies, given the choice between taking a tax hit to invest in America, or spend their capital abroad, are likely to rationally do the latter.
"The same is true where you have companies that have 90 per cent of their sales in the US, but are posting 90 per cent of their profits overseas. You get a sense there that the accountants have been busy."
"Our goal here is simply to make sure that there is an even playing field between businesses who are investing in the US, hiring American workers, selling to a lot of customers here as well as overseas. And that is an area where there can be some legitimate debate, but certainly shouldn't be portrayed, somehow, as being anti-business", Obama continued.
Indian BPO giant Infosys took the remarks in stride. Kris Gopalakrishnan, CEO and MD of Infosys said that the US President's remarks were aimed at US companies having operations in multiple countries.
"What he is talking about is US companies setting up operations outside US. Not about outsourcing to India. That is very clear," said Gopalakrishnan.
"If you are a business here, entirely located in the US, and investing in the US, and hiring workers in the US, you are paying a 35 per cent rate," Obama told Bloomberg Magazine.
"However, if you are a multinational and you are investing in India, and your workforce is in India, and your plants and equipment are in India, but your headquarters are here, you are taking deductions on all the expenses in India, but you are keeping your outside the US; and that just doesn't seem entirely fair," he argued.
Calling for fairness scores political points domestically, but the truth is that the current tax policy is just bad economics. US companies, given the choice between taking a tax hit to invest in America, or spend their capital abroad, are likely to rationally do the latter.
"The same is true where you have companies that have 90 per cent of their sales in the US, but are posting 90 per cent of their profits overseas. You get a sense there that the accountants have been busy."
"Our goal here is simply to make sure that there is an even playing field between businesses who are investing in the US, hiring American workers, selling to a lot of customers here as well as overseas. And that is an area where there can be some legitimate debate, but certainly shouldn't be portrayed, somehow, as being anti-business", Obama continued.
Indian BPO giant Infosys took the remarks in stride. Kris Gopalakrishnan, CEO and MD of Infosys said that the US President's remarks were aimed at US companies having operations in multiple countries.
"What he is talking about is US companies setting up operations outside US. Not about outsourcing to India. That is very clear," said Gopalakrishnan.
Top 10 BPO Companies in India
Nasscom, the premier trade body and the chamber of commerce of the IT-BPO industries in India, released its annual rankings of the top 10 BPO companies in India. Here is a recap of NASSCOM's annual rankings for the Top 10 BPO rankings for FY08-09.
The NASSCOM survey estimates that the IT-BPO export revenues will grow by 4-7% to reach $48-50 billion in FY09-10.
1. Genpact provides a wide range of services, including Finance & Accounting, Collections and Customer Service, Insurance, Supply Chain & Procurement, Analytics, Enterprise Application, IT Infrastructure and Management.
Genpact manages complex processes in multiple geographic regions, delivering its services from a global network of more than 35 operations centers in 12 countries.
Genpact Limited (Genpact) manages business processes for companies worldwide. The Company combines its process capability, information technology capability and analytical capabilities, to provide a range of services using its global delivery platform. It manages a range of business processes that address the transactional, managerial, reporting and planning needs of its clients. Its services include finance and accounting, collections and customer services, insurance, supply chain and procurement, analytics, enterprise application and information technology (IT) infrastructure. Genpact has a global network of more than 35 Delivery Centers in nine countries. In June 2008, the Company formed a joint venture called NIIT Uniqua (NIITJV), with NIIT. Genpact owns 49% of NIITJV. In February 2010, the Company acquired Symphony Marketing Solutions, Inc.
2. WNS delivers the entire spectrum of business processes – from shared back office processes to industry-specific front and middle office processes, all the way to complex, actionable research and analytics.
WNS (Holdings) Limited is a provider of offshore business process outsourcing services. The Company provides data, voice and analytical services. It transfers the business processes of its clients, which are companies located in Europe and North America, to its delivery centers located primarily in India, Sri Lanka, the Philippines, Romania and the United Kingdom. It provides execution of client processes, monitor these processes against multiple performance metrics, and seek to improve them on an ongoing basis. The Company designs, implements and operates business processes for its clients, involving data, voice and analytical components. Its services include industry-specific processes that are tailored to address its clients’ business and industry practices. The Company operates in two segments: WNS Global BPO and WNS Auto Claims BPO. On June 12, 2008, the Company acquired Business Applications Associates Ltd., Aviva Global Services Singapore Private Limited and Chang Limited.
3. IBM Daksh - In April 2004, IBM Corporation acquired Daksh e-Services to serve as a global hub to manage business processes for clients across the world.
IBM Daksh offers business performance improvement rather than just cost-savings and is a step closer to Business Transformation Outsourcing (BTO).
In April 2004, IBM Corporation acquired Daksh e-Services to serve as a global hub to manage business processes for clients across the world. With 25 service delivery centers in India and the Philippines, IBM Daksh is an integral part of IBM's BPO/BTO delivery network around the world. Today, IBM Daksh employs more than 30,000 people and has won several major awards for employee satisfaction, delivery excellence, innovation, and diversity and inclusivity.
With 25 service delivery centers in India and the Philippines, IBM Daksh is an integral part of IBM's BPO/BTO delivery network around the world.
4. Wipro BPO - In 2002, Wipro took a quantum jump in the BPO services by acquiring the then Spectramind.
Wipro Limited (Wipro) is engaged in the areas of information technology (IT), services, IT products and consumer care and lighting products. The Company is organized in four segments: IT services, IT products, consumer care and lighting, and others. During the fiscal year ended March 31, 2009 (fiscal 2009), 94% of Wipro’s operating income was generated from its IT Services. In Fiscal 2009, IT products represented 3% of its operating income, and consumer care and lighting, and others represented 3% of operating income. The Company’s IT services segment provides a range of IT and IT-enabled services. In January 2009, Wipro Technologies acquired Citi Technology Services Ltd. (India), the India-based captive provider of technology infrastructure services (TIS), application development and maintenance services for cards, capital markets and corporate banking.
Wipro BPO Solutions, complements the services offered by Wipro Technologies, making it one of the largest BPO service players
5. Tata BPO - Tata Consultancy Services is an IT services, business solutions and outsourcing organization that delivers real results to global businesses, ensuring a level of certainty no other firm can match.
TCS offers a consulting-led, integrated portfolio of IT and IT-enabled services delivered through its unique Global Network Delivery Model, recognized as the benchmark of excellence in software development.
6. Firstsource Solutions - Firstsource is a global provider of business process management services. It offers a wide range of services across banking and financial services, telecommunications and media and the healthcare industry.
Firstsource Solutions Limited (Firstsource) is an India-based company. The Company is engaged in the business of providing contact center, transaction processing and debt collection services, including revenue cycle management in the healthcare industry. It has four business verticals: healthcare, telecom and media, banking, financial services and insurance (BSFI), and Asia business unit (ABU). It also provides business process outsourcing (BPO) services. Firstsource runs 43 delivery centers and handles more than 30 million transactions per month. The Company’s subsidiaries include RevIT Systems Private Limited, Pipal Research Analytics and Information Services India Private Limited, Firstsource Solutions USA Inc., Firstsource Solutions UK Limited, FirstRing Inc., USA, Firstsource Solutions S.A., Argentina, Firstsource Advantage LLC, USA and Pipal Research Corporation, USA.
Firstsource provides services throughout the customer lifecycle, including customer acquisition, customer care, billing and collections, transaction processing and business research and analytics
7. Aditya Birla Minacs - Aditya Birla Minacs provides customized business process outsourcing (BPO) solutions focused on five core areas of capability: customer relationship management/contact centers, integrated marketing services, knowledge and process outsourcing, finance and accounting outsourcing and IT. Aditya Birla Minacs provides business process outsourcing (BPO) services in the areas of contact centers, marketing, and administration. It designs and implements Web marketing campaigns, manages customer relations (including customer acquisition and technical support) through contact centers, and handles staffing and recruitment issues. Clients come mainly from the automotive, financial services, telecommunications, and technology industries. It provides services in more than 40 languages through about 30 offices in North America, Europe, and Asia. Aditya Birla Minacs, a subsidiary of India-based Aditya Birla Nuvo, was formed in 2007 when Minacs Worldwide merged with TransWorks Information Services.
The company combines expertise in these areas to improve revenue, customer service, and operating margin for Fortune 500 clients.
8. Aegis - Aegis is one of the fastest growing BPO companies in India.
This is not a pre-recorded message. Aegis Communications Group (which does business as Aegis BPO) provides outsourced telemarketing and customer care services through more than 30 facilities in the US and India. It handles both inbound and outbound calling services, order provisioning, and multilingual communications programs. Besides teleservices, Aegis offers online customer services such as e-mail responses, real-time chat, and data collection. Major clients have included AT&T, American Express, Qwest Communications, and Western Union. India-based investment firm Essar Group owns Aegis, which expanded in late 2008 when it acquired rival customer service provider PeopleSupport. Aegis was established in 1985.
An Essar Group enterprise, Aegis offers the benefits of the global delivery model, strong financial strength, deep domain expertise, comprehensive and flexible solutions offerings, and a rich international talent pool.
9. Infosys BPO - Infosys BPO is an end-to-end outsourcing services provider. It address business challenges through its integrated IT and business process outsourcing solutions.
Infosys Technologies Limited (Infosys),is a global technology services firm that defines, designs and delivers information technology (IT)-enabled business solutions to its clients. The Company provides end-to-end business solutions that leverage technology for its clients, including technical consulting, design, development, product engineering, maintenance, systems integration, package-enabled consulting, and implementation and infrastructure management services. Infosys also provides software products to the banking industry. Infosys BPO is a majority owned subsidiary. Through Infosys BPO, it provides business process management services, such as offsite customer relationship management, finance and accounting, and administration and sales order processing.On April 1, 2008, Infosys Australia acquired Mainstream Software Pty Limited (MSPL). On March 5, 2009, the Company incorporated a wholly owned subsidiary, Infosys Technologies (Sweden) AB.
Infosys BPO is a global company with 12 delivery centers across the Asia Pacific, Latin America, Europe and India.
10. HCL BPO - HCL BPO, a division of HCL Technologies Limited started its venture early in 2001 and is now a dominant player in the BPO field drawing revenue of $232.15 million. With over 11,400 professionals operating out of India, UK and USA, HCL BPO runs 21 delivery centres. HCL Technologies Ltd. - BPO Services is one of the leading players in the BPO segments with strong domain knowledge and quality driven processes. The services are tailored to suit each Client’s specific requirement and integrated to provide end-to-end solution via multiple delivery centers all over the world. Our expertise includes Finance and Accounting Services, Technical Support Services, Knowledge & Legal Services, Supply Chain Management, Customer Relationship Management and more.
HCL BPO offers 24X7 multichannel, multilingual support in eight European languages.
The NASSCOM survey estimates that the IT-BPO export revenues will grow by 4-7% to reach $48-50 billion in FY09-10.
1. Genpact provides a wide range of services, including Finance & Accounting, Collections and Customer Service, Insurance, Supply Chain & Procurement, Analytics, Enterprise Application, IT Infrastructure and Management.
Genpact manages complex processes in multiple geographic regions, delivering its services from a global network of more than 35 operations centers in 12 countries.
Genpact Limited (Genpact) manages business processes for companies worldwide. The Company combines its process capability, information technology capability and analytical capabilities, to provide a range of services using its global delivery platform. It manages a range of business processes that address the transactional, managerial, reporting and planning needs of its clients. Its services include finance and accounting, collections and customer services, insurance, supply chain and procurement, analytics, enterprise application and information technology (IT) infrastructure. Genpact has a global network of more than 35 Delivery Centers in nine countries. In June 2008, the Company formed a joint venture called NIIT Uniqua (NIITJV), with NIIT. Genpact owns 49% of NIITJV. In February 2010, the Company acquired Symphony Marketing Solutions, Inc.
2. WNS delivers the entire spectrum of business processes – from shared back office processes to industry-specific front and middle office processes, all the way to complex, actionable research and analytics.
WNS (Holdings) Limited is a provider of offshore business process outsourcing services. The Company provides data, voice and analytical services. It transfers the business processes of its clients, which are companies located in Europe and North America, to its delivery centers located primarily in India, Sri Lanka, the Philippines, Romania and the United Kingdom. It provides execution of client processes, monitor these processes against multiple performance metrics, and seek to improve them on an ongoing basis. The Company designs, implements and operates business processes for its clients, involving data, voice and analytical components. Its services include industry-specific processes that are tailored to address its clients’ business and industry practices. The Company operates in two segments: WNS Global BPO and WNS Auto Claims BPO. On June 12, 2008, the Company acquired Business Applications Associates Ltd., Aviva Global Services Singapore Private Limited and Chang Limited.
3. IBM Daksh - In April 2004, IBM Corporation acquired Daksh e-Services to serve as a global hub to manage business processes for clients across the world.
IBM Daksh offers business performance improvement rather than just cost-savings and is a step closer to Business Transformation Outsourcing (BTO).
In April 2004, IBM Corporation acquired Daksh e-Services to serve as a global hub to manage business processes for clients across the world. With 25 service delivery centers in India and the Philippines, IBM Daksh is an integral part of IBM's BPO/BTO delivery network around the world. Today, IBM Daksh employs more than 30,000 people and has won several major awards for employee satisfaction, delivery excellence, innovation, and diversity and inclusivity.
With 25 service delivery centers in India and the Philippines, IBM Daksh is an integral part of IBM's BPO/BTO delivery network around the world.
4. Wipro BPO - In 2002, Wipro took a quantum jump in the BPO services by acquiring the then Spectramind.
Wipro Limited (Wipro) is engaged in the areas of information technology (IT), services, IT products and consumer care and lighting products. The Company is organized in four segments: IT services, IT products, consumer care and lighting, and others. During the fiscal year ended March 31, 2009 (fiscal 2009), 94% of Wipro’s operating income was generated from its IT Services. In Fiscal 2009, IT products represented 3% of its operating income, and consumer care and lighting, and others represented 3% of operating income. The Company’s IT services segment provides a range of IT and IT-enabled services. In January 2009, Wipro Technologies acquired Citi Technology Services Ltd. (India), the India-based captive provider of technology infrastructure services (TIS), application development and maintenance services for cards, capital markets and corporate banking.
Wipro BPO Solutions, complements the services offered by Wipro Technologies, making it one of the largest BPO service players
5. Tata BPO - Tata Consultancy Services is an IT services, business solutions and outsourcing organization that delivers real results to global businesses, ensuring a level of certainty no other firm can match.
TCS offers a consulting-led, integrated portfolio of IT and IT-enabled services delivered through its unique Global Network Delivery Model, recognized as the benchmark of excellence in software development.
6. Firstsource Solutions - Firstsource is a global provider of business process management services. It offers a wide range of services across banking and financial services, telecommunications and media and the healthcare industry.
Firstsource Solutions Limited (Firstsource) is an India-based company. The Company is engaged in the business of providing contact center, transaction processing and debt collection services, including revenue cycle management in the healthcare industry. It has four business verticals: healthcare, telecom and media, banking, financial services and insurance (BSFI), and Asia business unit (ABU). It also provides business process outsourcing (BPO) services. Firstsource runs 43 delivery centers and handles more than 30 million transactions per month. The Company’s subsidiaries include RevIT Systems Private Limited, Pipal Research Analytics and Information Services India Private Limited, Firstsource Solutions USA Inc., Firstsource Solutions UK Limited, FirstRing Inc., USA, Firstsource Solutions S.A., Argentina, Firstsource Advantage LLC, USA and Pipal Research Corporation, USA.
Firstsource provides services throughout the customer lifecycle, including customer acquisition, customer care, billing and collections, transaction processing and business research and analytics
7. Aditya Birla Minacs - Aditya Birla Minacs provides customized business process outsourcing (BPO) solutions focused on five core areas of capability: customer relationship management/contact centers, integrated marketing services, knowledge and process outsourcing, finance and accounting outsourcing and IT. Aditya Birla Minacs provides business process outsourcing (BPO) services in the areas of contact centers, marketing, and administration. It designs and implements Web marketing campaigns, manages customer relations (including customer acquisition and technical support) through contact centers, and handles staffing and recruitment issues. Clients come mainly from the automotive, financial services, telecommunications, and technology industries. It provides services in more than 40 languages through about 30 offices in North America, Europe, and Asia. Aditya Birla Minacs, a subsidiary of India-based Aditya Birla Nuvo, was formed in 2007 when Minacs Worldwide merged with TransWorks Information Services.
The company combines expertise in these areas to improve revenue, customer service, and operating margin for Fortune 500 clients.
8. Aegis - Aegis is one of the fastest growing BPO companies in India.
This is not a pre-recorded message. Aegis Communications Group (which does business as Aegis BPO) provides outsourced telemarketing and customer care services through more than 30 facilities in the US and India. It handles both inbound and outbound calling services, order provisioning, and multilingual communications programs. Besides teleservices, Aegis offers online customer services such as e-mail responses, real-time chat, and data collection. Major clients have included AT&T, American Express, Qwest Communications, and Western Union. India-based investment firm Essar Group owns Aegis, which expanded in late 2008 when it acquired rival customer service provider PeopleSupport. Aegis was established in 1985.
An Essar Group enterprise, Aegis offers the benefits of the global delivery model, strong financial strength, deep domain expertise, comprehensive and flexible solutions offerings, and a rich international talent pool.
9. Infosys BPO - Infosys BPO is an end-to-end outsourcing services provider. It address business challenges through its integrated IT and business process outsourcing solutions.
Infosys Technologies Limited (Infosys),is a global technology services firm that defines, designs and delivers information technology (IT)-enabled business solutions to its clients. The Company provides end-to-end business solutions that leverage technology for its clients, including technical consulting, design, development, product engineering, maintenance, systems integration, package-enabled consulting, and implementation and infrastructure management services. Infosys also provides software products to the banking industry. Infosys BPO is a majority owned subsidiary. Through Infosys BPO, it provides business process management services, such as offsite customer relationship management, finance and accounting, and administration and sales order processing.On April 1, 2008, Infosys Australia acquired Mainstream Software Pty Limited (MSPL). On March 5, 2009, the Company incorporated a wholly owned subsidiary, Infosys Technologies (Sweden) AB.
Infosys BPO is a global company with 12 delivery centers across the Asia Pacific, Latin America, Europe and India.
10. HCL BPO - HCL BPO, a division of HCL Technologies Limited started its venture early in 2001 and is now a dominant player in the BPO field drawing revenue of $232.15 million. With over 11,400 professionals operating out of India, UK and USA, HCL BPO runs 21 delivery centres. HCL Technologies Ltd. - BPO Services is one of the leading players in the BPO segments with strong domain knowledge and quality driven processes. The services are tailored to suit each Client’s specific requirement and integrated to provide end-to-end solution via multiple delivery centers all over the world. Our expertise includes Finance and Accounting Services, Technical Support Services, Knowledge & Legal Services, Supply Chain Management, Customer Relationship Management and more.
HCL BPO offers 24X7 multichannel, multilingual support in eight European languages.
Friday, February 12, 2010
Indian Outsourcer to Boost Hiring Five-Fold
MUMBAI -- Those in the US who are wondering why new jobs are not resulting from the growing economy can look no further than India. Indian outsourcing giant Tata Consultancy Services plans to hire a whopping 30,000 employees in the fiscal beginning April 1st, according to CEO N. Chandrasekaran. The decision is in preparation for their expected surge in outsourcing contracts due to the global economic recovery. Many BPO firms in India have noticed an increase in orders and contracts from the US and Europe. This has led to a hiring spree across India, as outsourcers ready themselves for new business. 30,000 new hires is an impressive number considering Tata only hired about 6,000 over the past nine months.
Thursday, February 11, 2010
Heads Roll at Convergys
Convergys Replaces CEO
BPO company Convergys Corporation announced earlier this week that Jeff Fox will take over as President and Chief Executive Officer. Since leaving his job as COO of Alltel, Fox has been serving the company as a member of the board of directors. Former CEO David Dougherty will stay on as a consultant while the reigns are handed over. While at Alltell, Fox handled a number of duties including marketing, customer service, sales, IT, and operations support. Convergys gave no explanation for the move, but the stock market seems to like it, as shares of CVG rose 6.72% on Thursday.
BPO company Convergys Corporation announced earlier this week that Jeff Fox will take over as President and Chief Executive Officer. Since leaving his job as COO of Alltel, Fox has been serving the company as a member of the board of directors. Former CEO David Dougherty will stay on as a consultant while the reigns are handed over. While at Alltell, Fox handled a number of duties including marketing, customer service, sales, IT, and operations support. Convergys gave no explanation for the move, but the stock market seems to like it, as shares of CVG rose 6.72% on Thursday.
Wednesday, February 10, 2010
Philippines President Visits Call Centers
Philippines president Gloria Macapagal-Arroyo made a visit to Teleperformance's call center last week. GMA, as she is more affectionately known, is on a cyber corridor tour and has selected the call center as her official venue in Bacolod. While on site at the call center, the President praised the role call centers have played in keeping the Philippines economy growing amidst the global recession. The call center industry generated $7 billion in profits in 2009. Other call centers in Negros Occidental are expecting visits from the president as she lauds the growth of the Philippines economy.
Monday, February 8, 2010
Telemarketing Companies in the Philippines Hiring Telemarketers
Next Level IT Teleservices, a call center operator in the Philippines, announced last week that it is looking to hire experienced telemarketers and customer service representatives for inbound and outbound telemarketing services.
NLIT Teleservices, along with US based outsourcing partner HRS Telemarketing Services, announced last week that it is hiring experienced telemarketers and customer service representatives for both inbound and outbound telemarketing campaigns. "We are looking to hire college educated and friendly customer service assistants" said Human Resources manager Faith Tondares. "We are looking for virtual assistants who can handle telemarketing, data entry, and customer service".
Partnering with NLIT, HRS Telemarketing Services opened an inbound call center in the Philippines in 2008, but is expanding its outbound call center services this year. The telemarketing services company specializes in outsourcing services such as order taking, data entry, and live chat services. The telemarketing company launched a blog earlier this year to help outsourcing clients get the most out of their services. HRS sees growth in insurance appointment setting and lead generation for mortgage applications.
"If you have experience working for inbound call centers or other telemarketing companies, we would love to hear from you", added Ms. Tondares.
NLIT Teleservices, along with US based outsourcing partner HRS Telemarketing Services, announced last week that it is hiring experienced telemarketers and customer service representatives for both inbound and outbound telemarketing campaigns. "We are looking to hire college educated and friendly customer service assistants" said Human Resources manager Faith Tondares. "We are looking for virtual assistants who can handle telemarketing, data entry, and customer service".
Partnering with NLIT, HRS Telemarketing Services opened an inbound call center in the Philippines in 2008, but is expanding its outbound call center services this year. The telemarketing services company specializes in outsourcing services such as order taking, data entry, and live chat services. The telemarketing company launched a blog earlier this year to help outsourcing clients get the most out of their services. HRS sees growth in insurance appointment setting and lead generation for mortgage applications.
"If you have experience working for inbound call centers or other telemarketing companies, we would love to hear from you", added Ms. Tondares.
Friday, February 5, 2010
Wipro on Buying Spree?
It seems clear that Wipro is attempting to expand its global operations by means of takeovers. Wipro Consumer Care and Lighting, a division of business process outsourcing firm Wipro Ltd., is pursuing Nigerian skin care company Tura International. Tura began as a division of The Lornamead Group. Wipro is already buying Lornamead from Yardley. As both Yardley and Tura are owned by the same promoter, the financial transactions could be bundled together. Wipro was due to close the Yardley deal by December, but it isn't clear if the transaction has processed.
Thursday, February 4, 2010
When Will the China Bubble Burst?
Many people in the US and around the world are fascinated by China, its population of 1.3 billion, growth over the past decade, and its ability to seemingly weather the storm of the global recession. China's apparently unshakable growth has impressed economists and politicians everywhere. Free-marketeers who typically shun government involvement in industry in their homelands, have praised China for its approach and involvement in industrial policy. Despite China's rise to become an economic superpower, it still has rookie status, and appears to be making rookie economic errors.
Last week the Chinese government announced that it will be forced to pump the brakes on its booming economy. It seems that Chinese officials are beginning to recognize the massive bubble they may have created through massive stimulus.
The gigantic stimulus package implemented last year now represents about 14% of GDP. The government has poured money into infrastructure and capacity improvements. This spending is on top of the tremendous amount of money spent on infrastructure over the past ten years. Don't get me wrong, there are surely long-term benefits to having improved highways, high-speed railroads, and more hospitals. But government traditionally does a poor job of allocating capital, especially this much and this fast.
As an example of the overcapacity the stimulus has created, Chinese excess capacity in cement is greater than the combined consumption by the United States, Japan, and India combined.
Also, Chinese idle production of steel is greater than the production capacity of Japan and South Korea combined. Similarly disturbing statistics are true for many other industrial commodities. The enormous stimulus amplified problems that already existed to financial-crisis levels. China is a less shiny but more drastic version of Dubai.
There is speculation that the Chinese consumer will pick up the demand slack for the U.S. and European consumers who are deleveraging and buying fewer Chinese-made goods. This may happen, but it will take decades. The U.S. and European consumers are two-thirds of much larger economies.
Additionally, China has manipulated its currency to achieve growth. If China had let its currency appreciate during the past decade, its exports would have become more expensive, and demand for Chinese products would have declined. Had China let its currency to price at market levels, there is little chance that its economy have grown at 10% annual pace. The purchasing power of Chinese consumers, who represent only about a third of the Chinese economy, is significantly undermined by the undervalued renminbi.
How long do you think will it last?
Last week the Chinese government announced that it will be forced to pump the brakes on its booming economy. It seems that Chinese officials are beginning to recognize the massive bubble they may have created through massive stimulus.
The gigantic stimulus package implemented last year now represents about 14% of GDP. The government has poured money into infrastructure and capacity improvements. This spending is on top of the tremendous amount of money spent on infrastructure over the past ten years. Don't get me wrong, there are surely long-term benefits to having improved highways, high-speed railroads, and more hospitals. But government traditionally does a poor job of allocating capital, especially this much and this fast.
As an example of the overcapacity the stimulus has created, Chinese excess capacity in cement is greater than the combined consumption by the United States, Japan, and India combined.
Also, Chinese idle production of steel is greater than the production capacity of Japan and South Korea combined. Similarly disturbing statistics are true for many other industrial commodities. The enormous stimulus amplified problems that already existed to financial-crisis levels. China is a less shiny but more drastic version of Dubai.
There is speculation that the Chinese consumer will pick up the demand slack for the U.S. and European consumers who are deleveraging and buying fewer Chinese-made goods. This may happen, but it will take decades. The U.S. and European consumers are two-thirds of much larger economies.
Additionally, China has manipulated its currency to achieve growth. If China had let its currency appreciate during the past decade, its exports would have become more expensive, and demand for Chinese products would have declined. Had China let its currency to price at market levels, there is little chance that its economy have grown at 10% annual pace. The purchasing power of Chinese consumers, who represent only about a third of the Chinese economy, is significantly undermined by the undervalued renminbi.
How long do you think will it last?
Tuesday, February 2, 2010
Teleperformance Opens Call Center in Philippines
Business process outsourcing firm Teleperformance announce that it will open its seventh call center in the Philippines. The call center will be located in Quezon City, and will officially open in May. The new center is expected to staff 1,200, bringing the total number of Teleperformance employees in the Philippines to 13,000. This newest center will provide services including customer service and help desk/tech support to clients via inbound phone calls, e-mail, and Web chat.
Teleperformance is a French contact center-based customer relationship management service (CRM) provider. In its call centers, the Company uses a variety of distance sales media, including fixed and mobile telephone lines, SMS, e-mail, and fax. Its services to businesses include rolling out customer acquisition, customer care, tech support and debt collection programs on their behalf. Teleperformance SA offers its expertise in such fields as marketing, human resources, technology, quality and operational management. As of December 31, 2008, it had 248 contact centers in 46 countries worldwide.
Teleperformance is a French contact center-based customer relationship management service (CRM) provider. In its call centers, the Company uses a variety of distance sales media, including fixed and mobile telephone lines, SMS, e-mail, and fax. Its services to businesses include rolling out customer acquisition, customer care, tech support and debt collection programs on their behalf. Teleperformance SA offers its expertise in such fields as marketing, human resources, technology, quality and operational management. As of December 31, 2008, it had 248 contact centers in 46 countries worldwide.
Subscribe to:
Posts (Atom)
