August 2006 News

  • August 2006
    • HOV Services to raise Rs 97 cr from IPO
      Pune-based BPO company HOV Services Ltd is tapping the capital market to raise Rs 97 crore through an initial public offer for acquiring US-based financial outsourcing companies.
    • The Thorny Cultural Thicket of Outsourcing
      American consumers would rather have to deal with a rude or condescending customer service agent on the phone than one who speaks with a foreign accent, according to a survey released earlier this year. The survey, which was conducted for NetReflector, a provider of customer feedback applications, seemed to indicate that the arguments against outsourcing Latest News about Outsourcing of certain operations — from manufacturing to customer service to back office — had hit a new low.
    • The On-Demand Call Center
      Users of on-demand call center technologies are able to favorably compete against call centers that live behind the firewall, so if the established centers are to survive, their best course is to reduce their overhead. Agents who work remotely don’t take up valuable floor space, which reduces real estate costs.
    • Journalism catches outsourcing’s fancy
      Outsourcing till now has been synonymous with call centre and technology jobs. But it is journalism now which is fast catching the fancy of offshorers.
    • Nasdaq to up outsourcing to local IT firms
      The Nasdaq Stock Exchange, the $900 million US-based stock exchange, is increasing the outsourcing of its IT requirements to Indian firms so that the facade of Nasdaq to investors will be developed in India.
    • Apollo Health Street acquires US firm for $31 mn
      Apollo Health Street Pvt Ltd, the Business Process Outsourcing (BPO) arm of Chennai-based Apollo Hospitals group has acquired the US-based Armanti Financial Services, LLC, for a consideration of $31 million (Rs 3.1 crore).
    • FM to clarify on taxability of BPO earnings: Assocham
      Industry Assocham on Monday asked the Finance Ministry to clarify whether there would be no taxation on profits earned outside of India due to the facilitation provided by the Indian BPO Industry.
    • Outsourcing takes on to journos!
      Outsourcing till now has been synonymous with call centre and technology jobs. But it is journalism now which is fast catching the fancy of offshorers. Outsourcing of press release, writing, editing and designing newsletters is the new area opening up and from freelancers to big media companies, everyone wants to grab the opportunity.
    • Trako Solution to track call center vehicles
      ASSA ABLOY’s HID Global Corporation, a premier manufacturer of contactless radio frequency based Access Control Cards and Readers has entered into a technical partnership with TACO MobiApps Telematics (TMT), a provider of comprehensive telematics solutions for integration of HID’s RF card readers with the trako solution to deliver enhanced security for employees of IT/ ITES companies.
    • Look who’s calling….Beware, it’s trouble!
      The worst crime is faking it. Now, what if you are into the business of faking? Faking identities, faking accents, faking moods, even faking the waking hours? Vishal, 23, is team leader at a leading BPO.
    • British data stolen from Noida BPO
      The issue of data security continues to haunt the Indian call centres and BPOs. V-Angels, a Noida-based BPO has reported theft of some extremely confidential and critical British telecom data.
    • Sprint Offers Hosted Contact Center App
      Sprint (NYSE: S) Latest News about Sprint Nextel has entered the hosted contact center Latest News about Contact Center space, a submarket that is rapidly expanding, with the introduction of an IP-based offering that is powered by Avaya (NYSE: AV) Latest News about Avaya technology.
    • VoIP Adoption in Contact Centers to Soar
      Contact centers will dramatically increase the adoption of Voice over Internet Protocol (VoIP) technology over the next few years, the Yankee Group projects. This long-awaited development will be driven in some part by related growth in the number of home agents.
    • Infovision to be held in Bangalore from Sept 28
      Infovision, a global summit for the knowledge industry and knowledge society, will be held here on September 28 and 29, attracting prominent speakers from India and abroad. The summit, the second to be held, was an intellectual confederation of all stakeholders, academia, industry, Government and user groups to meet as partners and develop an unified framework and formulate strategies for capitalising knowledge for performance.
    • Lack of skills may spoil outsourcing party
      A year 2005 Nasscom-McKinsey report says only 25 per cent of technical graduates and 10-15 per cent of general graduates are suitable for employment in offshore IT and BPO industries, respectively. This may prove to be a glitch in the India’s ITeS-BPO success story.
    • BPO revenues to cross $9 bn: F&S
      The Indian call centre industry revenue will cross $9 billion (Rs 40,500 crore or Rs 405 billion) in six years owing to entry of new industries and various countries, according to Frost & Sullivan research report.
    • BPOs tour smaller towns in search of talent
      The depleting talent in major metros’ pool has given sleepless nights to many IT and BPO company CEOs. After absorbing people from metros, they are now trying to create a talent pool in Tier II cities and smaller towns to meet future manpower requirements.
    • Sitel’s Chennai headcount to hit 1k in a year
      SITEL India, which serves 350 clients spread across 26 countries, will have 1,000 professionals working for it within one year. The company inaugurated its Chennai centre on Wednesday. Sitel India CEO Safir Adeni told reporters here that the Chennai global delivery centre will serve to execute the four new business orders it has bagged from North America and European companies. Each of the deals will mean a business volume of $ five to 12 million.
    • JP Morgan Chase India BPO HR chief quits
      Deependra Chumble, head HR, JP Morgan Chase (JPMC) BPO operations India has decided to quit the company to join a software firm, company sources say. The software company, whose name is not known, is based in Mumbai and has an employee strength of about 5,000 with operations in the US, Europe and Asia Pacific.
    • NVC picks up 50% stake in IIL
      New Vernon Capital, a $ 1.4b India-dedicated fund floated by former -Merrill Lynch honcho Arshad Zakaria, has picked up 50% stake in Intelligent Infrastructure Limited (IIL), promoted by two city-based realty developers, Sureka and Shrachi group to build an IT park in Sector V.
    • Certification is top on BPO reform menu
      Indian BPOs in the finance vertical are considering the possibility of introducing industry-relevant international certification. This will ensure both improvement of productivity amongst employees and avert attrition — the biggest challenge being faced by the industry today.
    • BPOs follow RAGs route to stop attrition
      There’s a famous grouse among HR managers in BPO companies — how to put a lid on attrition. Unable to find answers many BPOs have come to live with it. Okay, 60-65% of the agents are always going to leave every year.
    • Siemens arm to hire 1,000 for BPO
      The IT arm of Siemens India, Siemens Information Systems, plans to hire 1,000 professionals over three years for its newly launched high-end BPO operations in Kolkata.
    • BPOs follow RAGs route to stop attrition
      There’s a famous grouse among HR managers in BPO companies — how to put a lid on attrition. Unable to find answers many BPOs have come to live with it. Okay, 60-65% of the agents are always going to leave every year.
    • Epicenter hits a rough patch
      Most Indian BPO companies are reaping the benefits of growth in the sector. But there are a few like Mumbai-based Epicenter Technologies, which are struggling for growth. Epicenter is going through a rough patch due to several changes in management over the last few years, reports.
    • Genpact opens second centre in Jaipur
      Genpact, the largest BPO in India, on Thursday announced the opening of its second centre in Jaipur. The centre was inaugurated by Rajasthan CM Vasundhara Raje. Spread over 2.84 acres, the centre has been set up for an investment of over Rs 75 crore.
    • 3 tips to solve thorny BPO issues
      The promise of saving time and money by exploiting technology and inexpensive labor overseas is an old headline. Forrester Research expects the total value of outsourced information-technology services by companies in North America to cross $100 billion–some 960,000 white-collar jobs–by the end of 2006. By 2015, the number of jobs shipped overseas could hit 3.3 million.
    • KPO start-up in global excellence list
      One of the top business schools in the US has identified Marketics, a Bangalore-based knowledge process outsourcing start-up, for its ‘demonstrated excellence’ in remote delivery of knowledge services.
    • Nasscom eyes iris scan of IT, BPO employees
      Tom Cruise’s sci-fi thriller Minority Report used iris recognition as a tool for personal identification. And now there is a likelihood that the Indian IT and BPO employees may do just the same.
    • Vertex’s on the block for Raman Roy
      In what could be a landmark deal in the outsourcing space, Raman Roy, serial BPO entrepreneur, could team up with 3i and a few other funds looking to acquire UK-based BPO major Vertex. The deal size is likely to fall between $600m and $700m (about Rs 3,000 crore) as its current parent, United Utilities, is mulling an exit.
    • Oracle Releases Next Version of PeopleSoft CRM
      Oracle’s new PeopleSoft CRM application focuses on user-friendliness, an area in which PeopleSoft previously excelled. For example, fewer clicks and page transfers are required to complete a process
    • SplendidCRM 1.1 Now Available for Novell Suse Linux
      SplendidCRM has created what it says is the ideal “compile-once, run everywhere” cross-platform application with its release of SplendidCRM 1.2 for Microsoft (Nasdaq: MSFT) TechNet Security Center: Tools & Guidance to Defend Your Network Latest News about Microsoft Windows Server 2003 and SplendidCRM 1.1 for Novell (Nasdaq: NOVL) Latest News about Novell Suse Linux Enterprise Server 10.
    • UK regulators to keep tabs on Indian BPOs
      British regulators like Financial Services Authority (FSA) and Bank of England (BoE) are keeping a close watch on Indian BPO companies and captive units of British banks in India. The two organisations are carrying out regular inspection of Indian BPO firms.
    • Kerala BPOs defy state govt, stay open on I-Day
      The Kerala government’s diktat to BPOs in the state asking them to give a holiday and shut operations on August 15 has led to a minor controversy. Business Process Outsourcing (BPO) companies generally have 2-3 shifts in a day and support customers in the US on a 24-hour basis. Most companies that ET spoke to see it as an interference by the state government.
    • Fiction not part of Indian BPO story
      Publishing outsourcing in India may be growing in high double-digits, but international fiction editing remains a far cry. Though some players say big-ticket fiction will follow suit, publishing outsourcing in India, as of today, is dominated by scientific technical and medical (STM) segment. High production costs, lower unit sales and complex, yet repetitive, formats are the primary drivers for outsourcing in the STM segment. The fiction and non-fiction categories have to deal with less format complexity but are high on confidentiality.
    • WNS debuts on NYSE with a ring
      WNS Holdings is on cloud nine after its successful listing on the New York Stock Exchange (NYSE), where it raised about $224 million in the initial public offering.
    • Call centres: Hot themes for books, films
      I have never visited the United States but I know the difference between a Texan accent and a Californian one,” says Sambuddha aka Sam.
    • Wipro BPO seen scouting for overseas buyout
      Is Wipro BPO gearing up for a big one? If sources are to be believed, the company, which is a third-party BPO unit of software major Wipro, is exploring options of acquiring a company overseas.
    • CRM’s Top Ten Unmet Needs
      The CRM landscape is populated with much more savvy users who realize the pain and big money it takes to turn features into strategies and results. When one considers the fact that CRM vendors offer more M&A blue light specials than a Super Kmart on a Saturday night, it’s clear that CRM vendors today are not aligning their strategies to users’ needs.
    • States to roll out Nasscom’s BPO test
      The Nasscom Assessment of Competence – a capability assessment programme for potential employees in the BPO industry, is all set to gather steam with eight states including Rajasthan and Gujarat scheduled to begin rollout of the BPO test to students in various universities, by the month end.
    • Transworks kick starts domestic operations
      Aditya Birla group BPO venture Transworks intends to strengthen its presence in the Indian market by piggy backing on the Birla group. The company has started to service domestic clients especially for the Aditya Birla group, companies like Birla Sun Life Insurance and Idea Cellular. “This year we have kick started a few domestic projects. We are currently building domain expertise with these projects,” informed Atul Kanwar, CEO, Transworks.
    • The future of call centres
      Muzak filters softly across the telephone wires. Your frustration builds. A woman makes promises she can’t keep: “We will be with you as soon as possible.”
    • Why Indian BPOs have changed
      Until a couple of years ago, Sandhya S didn’t even try to look for a job in a BPO (business process outsourcing) firm. With her chronic tonsilitis, the 20-something Mumbaikar wouldn’t have been able to cope with attending calls for eight hours at a stretch.
    • Smaller cities fail voice test
      Even as scores of IT services and BPO companies make a beeline for Tier II and Tier III cities, a new research takes some sheen off the viability of these locations when it comes to call centre or contact centre operations.
    • Motif may buy US call centre
      BPO firm Motif is chalking out plans to have a global footprint. The company is planning to take over a US-based outsourcing firm and also set up a Rs 10-crore centre in Manila, Phillippines. The Manila centre will begin operations soon, however, the US buyout is expected to take over a month.
    • BPOs: A crorepati option
      Business process outsourcing (BPO) companies, often written off as poor cousins to their software counterparts like Infosys and Satyam, may not be such poor places after all—thanks to that almost-forgotten term, stock options. Employees of WNS, the first Indian BPO to be listed on the New York Stock Exchange a few days ago, collectively stand to gain Rs 250 crore. And that, it seems, is only the beginning of a trend.
    • BPOs date with SC on tax soon
      The tax treatment of foreign companies setting up BPO units is in focus again. The Supreme Court will consider next week whether or not to admit a special leave petition (SLP) filed by the income-tax department challenging the decision of the Authority for Advance Ruling (AAR) in Morgan Stanley’s case.
    • They worked and opened their own BPOs
      When Vikram Ghelot, a young executive from Gujarat, joined a BPO firm, barely had he imagined that he may start his own software firm soon.
    • Genpact sees high churn at the top
      India’s largest BPO, Genpact is facing attrition at the senior and top management levels. In the past one month, up to eight key executives have put in their papers.
    • Outsourcing in engg $40 bn opportunity: Nasscom report
      Offshoring of engineering services is estimated to be a $40 billion opportunity for the Indian software services sector by 2020.
    • Talent crunch may dim KPO sector prospects
      The next big opportunity may be in knowledge process outsourcing (KPO), but a severe talent crunch may impede India’s aspirations in the industry in the coming years.
    • BPOs now turn to analytics
      Having put to use multiple methods to curb attrition, the business process outsourcing industry has now turned to number-crunching for faster and reliable solutions.
    • Call centres? No, say Indian IT majors
      Americans, it seems, hate calling a help desk or customer service number to find an Indian on the line. Well, guess what, America? India doesn’t particularly want to talk to you, either.
    • EXL cuts Nasdaq IPO size
      India’s business process outsourcing major EXL Service has cut down the size of its proposed initial public offer on the Nasdaq Stock Exchange by 20 per cent, notwithstanding the recent interest generated in overseas listings due to WNS’ successful IPO on the NYSE.
    • After IT, Indian cos eye a piece of growing engg offshoring pie
      Indian IT companies have a $40 bn opportunity in engineering services by ’20. The country’s share of offshored engineering services, which is currently 12%, can be increased to 30% during the period.
    • Offshore is thriving, onshore on retreat: Forrester
      Tier-1 Indian IT vendors have continued to thrive while major global service providers are losing ground, especially in the application services market, according to Forrester Research
    • AP the lodestar for IT/ITeS cos
      Hyderabad continues to attract IT/ITeS companies with diverse profiles, if registrations by Software Technology Parks of India (STPI) figures are any indication
    • KPOs to generate over 2 lakh jobs
      India leads the pack for the most sought after destination for Knowledge Process Outsourcing and the KPO industry is estimated to generate 250,000 jobs in five years, a study by a leading staffing solutions company has said
    • Indian IT majors outsmart global peers: Forrester
      It’s advantage for Indian companies like Infosys, Wipro and TCS on the country’s IT services arena over their global peers including the giants like IBM and Accenture on the revenue and profit growth parameters, a recent study shows.
    • Tecnova India to sell its IT and BPO biz
      Tecnova India Private Limited, a consulting firm which specializes in cross border entry and outsourcing for US and European clients announced divestiture of their IT services and BPO business on Wednesday.
    • A day in the life of a BPO executive
      Damini Sai, 29, single, working in a BPO for two and a half years. Parents live in Pune and she is alone in Hyderabad. Damini is tall, smart, and speaks eloquently She has a ‘couldn’t care less’ attitude on the exterior but is sensitive and easily hurt. Has been in and out of relationships. And thus wants to give relationships some time to mature Is smart but is quite a walkover, emotionally
    • Legal process outsourcing: 79,000 jobs on offer!
      Except for fighting court cases in New York or London for law firms there, Indian lawyers are doing everything else for their western counterparts – litigation support, contract review, patent writing and para legal services.Except for fighting court cases in New York or London for law firms there, Indian lawyers are doing everything else for their western counterparts – litigation support, contract review, patent writing and para legal services.
    • Wells Fargo to set up IT, BPO centre
      Financial services major Wells Fargo, with an asset base of $482 billion, is set to locate its IT and Business Process Outsourcing Centre in Hyderabad.
    • Nipuna, Provade tie up
      Nipuna Services Ltd , Satyam’s BPO arm, and Provade Inc, an on-demand procurement services provider, have announced a partnership to offer managed services in procurement of materials, goods and services.
    • Genpact to acquire US co MoneyLine
      Genpact announced on Monday its plans to acquire US-based MoneyLine Lending Services, a specialised provider of end-to-end mortgage origination and fulfilment services.
    • Bangalore on the map!
      Here’s another Bangalore outsourcing story. By the decade-end, the city is expected to be the second largest outsourcer of geo-informatics and mapping for the US and Europe. Outsourcing has already begun with current projects valued at Rs 40 crore and is expected to increase by 25 per cent every year.
    • BPOs keeping a hawkish eye on freshers
      The desperation for recruiting more and more freshers in the IT and ITeS industry seems to be growing by the day. But here’s a catch: This is leading to instances in the industry where employees fudge their academic as well as past industry experience details. The result: BPOs are arming themselves with international certifications such as ISO 27001 for stringent security measures as the new certification has 15 more regulatory features in addition to the existing standards.

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