Call Center October 2002 News

October 2002

  • HTMT’s Mumbai Call Centre To Start Ops In 3 Months
    Hinduja TMT, a Hinduja group company, plans to commence its call centre operations in Mumbai over the next three months. The company is already in possession of land in the western suburb of Andheri in Mumbai.“There is space in Mumbai which is ready and the commencement of operations will depend entirely on the kind of orders that we manage to get,” Hinduja TMT vice-chairman S Solomon Raj told eFE. The Mumbai centre, once it is completed, will have a seating capacity of 300 CSRs (customer sales representatives).
  • HSBC to double its back-office staff in India
    HSBC has announced plans to double the number of back-office staff in India in the next two years as it boosts operations in low-cost Asian countries. Malcolm Wagget, Chief Operating Officer at HSBC Electronic Data Processing India, said HSBC was likely to employ up to about 4,000 staff in the country by 2004.
  • Global majors lend their voice to Indian ITES players
    KERALA plans to IT-enable itself further by joining the intellectual property rights (IPR)-friendly zero-piracy movement and a business process outsourcing (BPO) policy.The State’s aim is to repeat its success with tourism in the infotech sector, Kerala’s IT Minister, Mr P.K. Kunhalikutty, and IT Secretary, Ms Aruna Sundararajan, told a news conference today.
  • Spectramind Plans Philippines ITES Facility, May Go For Acquisition
    Spectramind, an IT-enabled services (ITES) company recently bought over by tech major Wipro, is planning to set up its first international ITES facility in South East Asia, possibly in Philippines. For its international foray, the company is evaluating options of either acquiring an existing player or setting up a centre by itself.As part of its aggressive expansion plan, Spectramind is planning to pump $16-20 million into its international centre as well as its fourth facility in India.
  • ITES Industry Gets Itself A Multi-lingual Strategy
    Foreign languages other than English would account for almost $570 million (upto 10 per cent) of the total IT-enabled services (ITES) market by 2005, according to industry experts.At present, almost 100 per cent of the Indian ITES activities pegged at over $1.4 billion (Rs 7,100 crore) are in English.
  • Attrition rate at 25 -30% in the BPO segment
    A random survey in Bangalore, by one of the leading HR consulting firm Peopleone Consulting, puts the attrition rate in the BPO segment to around 25-30%. Besides, more attrition takes place within a few weeks of the joining the organisation.Revealing the survey results, during the BPO summit of the ongoing Bangalore 2002, CEO of Peopleone consulting, Ajit Isaac, said, “The reason for the high rate of attrition in the BPO sector, particularly the call centre segment range from lack of comfort to lack of enrichment potential in terms of career growth. The other issues cited were non-standard working hours and adjusting to western work culture”.
  • BPO Summit: Customers wary of security outsourcing to India
    A survey done by Sanovi Technologies states that reveals 51% of the customers abroad are wary of outsourcing security solutions to India. According the Managing Director, Sanovi, Srinivas Pothapragoda, “The primary reasons for this perception as the survey revealed, 37% cited lack of adequate protection and Intellectual Property (IP) rights for their data, 28% revealed geo-political reasons and 11% cited infrastructure inadequacy”.Speaking at the BPO summit on ‘Disaster Recovery and Business Continuity’ during the ongoing Bangalore, 2002, he suggested that, “We need to assure the outsourcers of better processes and adopting better management skills. Industry players need to identify the key drivers of this segment such as providing a 24/7 and 365 days of business operations and with the 9/11 event, we have seen heightened awareness among the industries. We need to tap this ever-growing market potential”.
  • BPO Cos Should Eye UK
    Major Indian IT services companies should log on to the huge potential that exists in the UK in business process outsourcing (BPO) segment, says Ovum Holway research manager and IT expert Anthony Miller. Speaking to eFe on the sidelines of the Bangalore IT.Com 2002, Mr Miller said the BPO opportunity in the UK is expected to touch œ10 billion by 2005 from the existing œ3.5 to œ4 billion.Mr Miller said, “UK is increasingly becoming a tough market to enter but the major Indian IT companies have a good scope in the case of BPO segment. Indian companies which have not yet explored the BPO segment in the UK have good potential.”
  • Mauritius Sees 20,000 Jobs, $1 Bn IT Exports With Indian Help
    With Infosys set to be the first major Indian IT company to invest in Mauritius, the island country is gearing up to create close to 20,000 jobs in ICT (information and communications technology) and achieve its target of $1 billion in exports and services from the ICT sector within the next five years.
  • ITeS growing at explosive rate in Andhra Pradesh state: Chief Minister Naidu
    IT enabled services (ITeS) sector is growing at an explosive pace in Andhra Pradesh, and it jumped by a phenomenal 385 per cent in the first half of the current financial year, Chief Minister Chandrababu Naidu said on October 28.Speaking at the inauguration of Bangalore IT.Com 2002, Naidu said that the ITeS segment grew by 323 per cent in 2001-02, adding that the state government is focussing on the segment.NASSCOM, he noted, has rated Andhra Pradesh as the Number One ITeS investment destination in the country.Naidu announced that smart governance would be introduced in the state secretariat in Hyderabad from November 1 and workflow would be automated.Naidu said that the level of awareness on IT was ridiculous in 1995 when some people thought power-point is no more than electrical socket, and it’s enough to air- condition rooms to keep away computer virus.

    He said that his government strongly believes in IT and its usage in every section of economy, its role in hastening the process of economic growth and alleviating poverty.

  • Bangalore sets sights on generating $250 million business
    The Bangalore IT.Com 2002 conference-cum-show commencing here on Monday, with a special focus on BPO (business process outsourcing), e-governance and banking and finance sectors, is expected to generate business worth $250 million. Though the fifth edition of the event lack the presence of any international celebrities from the ICT (information and communications technology) sector, industry leaders and people connected with the sector here felt that the relevance of such events had not diminished due to the slowdown in the industry.Nasscom regional director Poornima Shenoy said, “IT.Com definitely gives visibility to the companies based in Bangalore and helps in showcasing Karnataka as an IT destination. As long as the event can serve this purpose, it is relevant.” The event also provides an opportunity to other states to have first-hand experience of Bangalore’s success in emerging as a key player in software services exports, she added.
  • President Kalam to open Bangalore IT.COM on Oct 28
    Cauvery water sharing crisis and the prevailing downturn in global Information Technology and Communication sector notwithstanding, Bangalore IT.COM, billed as Asia’s largest IT event, unfolds in Bangalore on October 28 with President A P J Abdul Kalam declaring it open.The five-day annual event has attracted delegates and IT firms from 17 countries and business transactions during the exposition is expected to be in excess of $ 250 million, according to Karnataka IT Minister D B Inaamdar.The spotlight at the show, an initiative of Karnataka government in partnership with Software Technology Parks of India, would be on emerging sectors within IT, business process outsourcing, e-governance and banking and finance.The event aims at facilitating business between technology companies and provides a platform for the global ICT industry to promote its products and services and exchange information on market issues, officials said.After inaugurating the fifth edition of the annual show on the sprawling Palace Grounds, Kalam would hold a class with 600 students on exploring the resources of the Internet at Sri Kanteerava Indoor Stadium.

    He would later chair a panel discussion on e-governance conference, “IT for the Common Man”, where UK’s E-Commerce Minister Stephen Timms, Mauritius IT and Telecommunication Minister Deelchand Jeeha and Chief Ministers of Andhra Pradesh and Delhi, N Chandrababu Naidu and Sheila Dixit, would express their views.

    Leading the foreign pack would be the UK, whose delegation would be led by Timms, and Germany, and InvestUK, the lead agency in the UK for inward investment, is organizing a seminar on October 29 giving an overview of Britain’s software and IT services industry.

    Indo-German IT Business Forum is also scheduled to hold a meet on October 29.

    The organisers have also lined up a host of conferences and discussions.

    A conference for the banking and finance sector would focus on improving the competitive advantage with usage of IT in the two fields.

    The TiE Conclave (TiECon) would discuss several topics including on where venture capitalists are investing their money and if BPO is only for large, well-funded companies and whether small players can compete in the emerging market.

    The technology exhibits would have pavilions such as IT Nations-Country pavilions, STPI, Software, BPO, Telecom, Networking,, Spectrum and Infrastructure.

  • CMC’s BPO plans take off
    IT solutions provider CMC, now a Tata group company, is actively pursuing the business process outsourcing (BPO) segment alongwith Tata Consultancy Services (TCS) and parts of the plan will take shape in the next six months. CMC deputy managing director and chief operating officer R Ramanan said that CMC will work closely with Tata group IT major TCS to develop a strategy for this segment. He said that the BPO market is “a fairly big one” and the company will try and concentrate on some of the niche areas, like high-end technical support. CMC is also looking at the banking, finance and the insurance sectors for its BPO venture.Mr Ramanan added that it would be too early to comment on the specifics of the BPO strategy as things would be much clearer in the next few months. Though, he did reveal that the company is contemplating an entry into.infrastructure management, wherein CMC would help manage the infrastructure of other BPO operators in the country.
  • Satyam arm Nipuna to focus on BPO
    Nipuna Services Ltd, the business process outsourcing (BPO) subsidiary of Hyderabad based Satyam Computer Services Ltd, would focus on providing complete process outsourcing to its clients. B Ramalinga Raju, chairman, Satyam stated this while speaking at the inauguration of Nipuna’s office at the Cyber Gateway in Hyderabad. Raju said that the complete process outsourcing would include a contact center and back-office processes.
  • Non-techie countries to call on India
    After the US and UK, it’s the turn of countries traditionally not associated with IT or IT-enabled services (ITES) to actively seek collaboration with the Indian players. The following months are likely to be fruitful for the Indian IT/ITES industry as delegations from Uruguay, Tunisia and Romania are headed for possible partnerships with the domestic players, according to Nasscom (National Association of Software and Services Companies).“There is a sudden interest from the non-traditional countries for possible partnerships which might even take the form of joint ventures with the domestic players,” Nasscom vice president Sangeeta Gupta told eFE.
  • EasyBuy Focuses On BPO; Guns For Rs 25 Crore Sales In FY03
    EasyBuy Technology Services (formerly EasyBuyMusic), an Arthur Andersen investee firm which began operations in 1999 as an online music retailer, has reinvented itself to emerge as a business process outsourcing (BPO) company in the “transaction management” space.The company hopes to close FY03 with revenues of Rs 25 crore.
  • BPO In India Will Sustain 30% Growth: Forrester Research
    George Colony is founder and chief executive officer of Forrester Research, the research and consulting firm which specialises in technology. On his first visit to India to mark one year of Forrester’s operations here, Mr Colony shared his views in an in-depth interview to eFE on outsource and offshore services
  • Mphasis BFL Group Q2 consolidated profit at Rs. 16.13 crore
    The Mphasis BFL Group, engaged in software services exports and BPO operations, has registered a consolidated net profit of Rs 16.13 crore for the second quarter of financial year 2002-03 as against Rs 10.02 crore in the same period last fiscal, representing a growth of 61 per cent. Consolidated revenue increased by 35 per cent to touch Rs 102.89 crore in the same period.The net profit for the current quarter also represents an increase of 16.2 per cent over the Rs 13.89 crore posted in the previous sequential quarter, while revenue posted an increase of 14.9 per cent for the same period.
  • AOL sets aside around Rs. 40 crore for expanding BPO ops in Bangalore
    Global ISP major America Online Ltd’s (AOL) initial investment to expand its back-office BPO and call centre operations in Bangalore will be around Rs 35-40 crore.AOL, which made a rather quiet and low profile entry into the BPO space in India early this year, has set up operations at the ITPL (International Technology Park) in Bangalore after having taken up six floors of a building. Sources said that the AOL space could accommodate over 3,000 people.
  • Jayanth Varma appointed Progeon additional director
    Progeon Ltd, the business process management subsidiary of Infosys Technologies Ltd, has announced that Prof. Jayanth R. Varma, Professor, Indian Institute of Management, Ahmedabad, has been appointed as an additional director on the board of directors of the company with effect from Monday.
  • AmEx global service center set up in Gurgaon
    Kenneth I Chenault, Chairman & CEO, American Express Company (AmEx) formally inaugurated the American Express Global Service Centre in Gurgaon, Haryana. Spread over an area of 137,000-sq. ft., the center would offer voice and data based customer services, fraud and risk modeling and financial processing to AmEx customers worldwide.
  • I-OneSource to ramp up with $8 M BPO centre
    ICICI OneSource (I-OneSource) Ltd, a member company of ICICI Bank focused on IT-enabled services (ITES), is planning to invest $8 million to set up its fourth business process outsourcing (BPO) facility. This facility is likely to support over 1000 seats and is expected to fully operational by next year.“Soon we will be running out of capacity and hence an immediate need to set up a new facility. By April 2003, we expect the larger part of the centre to be fully occupied and operational,” I-OneSource CEO and managing director Ananda Mukherji told eFE.

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