EXL Service, the business process outsourcing (BPO) major is altering its business practices in the fast changing global economic scenario. The company plans to change the way it bills its clients and include more business segments and regions under its ambit.
“We are increasingly shifting towards transaction-based pricing models where clients pay on each ensuing transaction rather on an hourly basis,” Rohit Kapoor, president and CEO of EXL Service told Hindustan Times. He added that the new pricing model implies efficiency both on part of the BPO firm and its employee. The change does not alter hiring plans of the company. “We have been adding around 250 people per month for the last couple of quarters.”
Further, the company is venturing into new business segments like travel, transport & logistics and healthcare. “Though insurance and banking will remain key verticals for our growth the new sectors are also promising,” said Kapoor. The company is targeting to garner upto 50 per cent revenues from its insurance business in 2010.
With an increasing number of voice-based outsourcing deals going to countries like Philippines, EXL Services is altering its delivery pattern as well. “At present front offices that offer voice-based services hold 20 per cent of our business, back-office operations account for 60 per cent while the remaining is held by middle-office (hybrid)—offering both voice and non-voice services. We plan to double our hybrid office operations over the next couple of years,” Kapoor explained.
He added that the company is also looking to increase its presence in European countries other than UK. “At present around 35 per cent of our business comes from Europe . Our aim is to now expand our business to other European countries like Germany, France and Switzerland, among others.”