Key players in BPO
Leading Indian software service companies including TCS, Infosys, Wipro, Satyam and HCL Technologies have significant BPO operations. But a good deal of the quiet work and growth has been accomplished by independent vendors.
What began as a back office for General Electric Company in 1997 at Gurgaon is now a global player, having pioneered the BPO revolution. Spun off as independent company, Genpact has more than 30,000 employees who work in 25 languages and operate from places including China, Hungary and Romania. It plans to list soon on the New York Stock Exchange.
Intelenet Global Services, earlier a joint venture between HDFC and Barclays Bank, is now an independent giant controlled by private equity firm Blackstone. It serves the banking, financial service, telecom, retail and hospitality sectors and has more than 17,000 employees in 18 locations.
Earlier called ICICI Onesource, Firstsource Solutions, with more than 14,000 employees, has emerged as a major player with revenues of more than Rs 840 crore and clients who include three of the top five US banks. It has operations in the US, UK, India and Argentina, and will soon add the Philippines to its list of locations.
Founded a decade ago as a ticketing office in Mumbai for British Airways, WNS has grown to be a global company with revenues in excess of $352 million and operations in places ranging from Nashik to Sri Lanka and Rumania. It has made recent acquisitions to boost analytical capabilities that would pitchfork it to the league of high-margin KPO (knowledge process outsourcing) companies. WNS listed on the New York Stock Exchange last year.
The $2.8-billion, NYSE-listed Convergys is a global leader in call centres, with clients in more than 70 countries and operations in 35 languages. Its 74,000 employees serve many industries including communications, financial services, technology, and consumer products. In India, it has operations in Bangalore, Hyderabad, Mumbai, Pune and Gurgaon.
EXL Service is headquartered in New York, but had its main base in Noida for a long time. Listed on the Nasdaq stock exchange, it has more than 9,000 employees. EXL has significant expertise in servicing and processing various banking products including residential mortgage lending, consumer finance, retail banking, credit cards, transaction services and other banking services.
24/7 Customer is an India-centric company incorporated in the US, and its co-founders include Ram Shriram, who is also a co-founder and board member of search engine giant Google. With its main base in Bangalore, the company now has more than 5,000 employees in eight global centres.