January 2007 News

  • January 2007
    • Change of guard in 24/7, Renee is the new COO
      ne of the pioneer BPO industries in the country, 24/7 Customer, today announced a change of guard with Ms Renee Kuwahara taking over as the Chief Operating Officer from Founder-COO S Nagarajan.
    • UK’s Centric, Fox Mandal join Hindujas to float mega LPO
      UK’S Centric has joined hands with the Hinduja group and leading Indian law firm Fox Mandal Little to set up one of India’s largest legal process outsourcing (LPO) firms.
    • US mulls Bill to bring back call centres
      Law makers in the US’ Minnesota state are pushing for a legislation that will allow people to request an alternative American call centre if they are seeking personal or financial information
    • India, a hotspot for foreign publishers
      The Indian publishing industry is being seen as the next frontier for outsourcing. But there is much more to it. Many American and European publishers are looking to India for selling their titles, which are being printed, priced, packaged and marketed locally.
    • Third party outsourcing to grow to $89 million by 2012
      Global consultant Frost & Sullivan feels that the Indian third party logistics market is likely to expand rapidly in the next five years, driven by demand growth from end-user industries
    • BPO Security: Rules Vs Relationships
      The spate of news articles and television footage on security in the BPO industry is indeed worrisome. The intensity of coverage seems to be increasing and sting operations have become the tools of choice, as they tend to get highlighted. The question is, why do these things happen in India?Are people in the US and UK out to ‘get us’? Do they really want to see the Indian BPO industry fail so that they can have their jobs back? Or, are we really careless about security in the Indian BPO industry? There are tough questions but they definitely warrant a debate.
    • Taxing of BPOs: SC hearing on Feb 13
      The Supreme Court will hear the issue related to taxing of business processing outsourcing units of multinationals in the country on February 13.
    • Software services, IT-BPO exports to cross $31 bn
      India’s software services and IT-BPO exports would exceed $31 billion in the current financial year, posting a growth of 32.6 per cent over the last fiscal, industry Nasscom has said.
    • Call Center App Detects Customer Anger
      Organizations are able to identify callers who are angry or upset from their voices and respond appropriately during the call or afterward. This feature can be run automatically or manually to monitor agents’ work, stated Scott Shute, president and CEO of Autonomy etalk. “The software can actually pinpoint the place in the conversation where the customer raised his or her voice,” he said.
    • United States to look beyond IT, BPO in India
      The US Ambassador to India David Mulford today said American investors are interested in sectors like financial services, telecom, auto and pharmaceuticals beyond Information Technology and Business Processing Outsourcing (BPO) in India.
    • India No. 2 destination for clinical trial outsourcing
      A recent global study conducted by consulting firm AT Kearney says that India is the second most preferred destination for outsourcing of clinical trials for the pharma industry. China tops the list and Russia figures as a close third. The study was done across 15 countries and saw India scoring with a large patient pool, faster enrollment and low cost.
    • Most Africans have an ID thanks to Delhi based Contec Global
      Here’s another dimension of outsourcing and it concerns citizens’ most critical document for international travel — the passport. Though it’s not about passports of Indian nationals but those from the African countries.
    • Nasscom sees 33% growth for IT, ITeS
      Nasscom has released its forecast for the Indian IT and BPO industry. The industry association has predicted a growth rate of 32.6% growth in total software and BPO export revenues, marginally lower than the growth of 33.3% in FY06. The industry is forecast to touch $31.3 billion in exports in FY07 compared to $23.6 billion in FY06. If the local software and BPO industry revenues are also taken into the account, revenues will likely touch $39.7 billion in FY07, and if IT hardware sales are also included, the total revenues will touch $47.8 billion in FY07.
    • GramIT: Taking BPO services to villages
      The village of Ethakota in India’s Andhra Pradesh state hardly looks like a place that has been transformed by the Information Revolution.
    • Wipro back on BPO deal street with $50-m chest
      More than four years after it acquired Spectramind, Indian IT services giant Wipro is scouting for buy-outs of up to $50 million in healthcare, travel, and finance and accounting space.
    • TCS, Infy, Wipro lead India’s BPO charge
      While globally IT firms witnessed an overall drop in new outsourcing contracts in 2006, Indian companies — such as Infosys, TCS and Wipro — bucked the trend with a sharp jump of over 14 times in their market share in the past four years, a new study shows.
    • Hedge funds a BPO opportunity for India
      Hedge funds operating in the US and other parts of the world provide a good business process outsourcing opportunity for India, given the business model of the funds shifting their assets from one market to another, experts have said.
    • Aircel launches WiMAX in Bangalore, targets ITeS firms
      Aircel Business Solutions (ABS), today announced the launch of wireless Internet services through Worldwide Interoperability for Microwave Access (WiMAX) in Bangalore.
    • Vashistha is the HRO superstar 2007
      Tholons, a Washington, D.C.-based Investment, Advisory and Management Firm for IT, Business and Knowledge Services Globalization today announced that Avinash Vashistha, CEO and managing partner has been chosen as HRO Superstar.
    • Singapore Airlines, Wipro discuss BPO deal
      Singapore International Airlines is in talks with the Bangalore-based Wipro Limited to outsource reservations call centre functions from Australia, New Zealand, United States, Canada and possibly UK, over the next one year to a centre in Mumbai. This is part of a trend where several international airlines such as British Airways, Lufthansa, American Airlines, United Airways have already outsourced their reservation services to India as part of their cost cutting drive.
    • UnitedLex Corporation plans expansion
      Legal Process Outsourcing (LPO) firm UnitedLex Corporation has said it plans to embark on a major offshore expansion in India, increasing its headcount from the existing 50 professionals to 500 in the next three years.
    • SlashSupport wins Nortel tech services deal
      SlashSupport, a business process outsourcing firm, has won a three-year, multi-million dollar deal from communication equipment major Nortel to provide technology support services from its Chennai operations.
    • BPO unit helps improve operating margins
      The business process outsourcing (BPO) division of Wipro Technologies continues to gain traction and is expanding its service line while also helping the software services major boost its operating margins. For the third quarter of the current fiscal, Wipro BPO unit reported revenues of Rs 235.8 crore, showing a sequential growth of 2.5% in rupee terms and 7.1% in dollar terms. On a year-on-year (Y-o-Y) basis, revenues grew by 24%.
    • Legal-IP Service provider Pangea3 scouts for IITians
      By 2016, it is estimated that 60% of all legal work, including patent prosecution, would be outsourced to India. The big business opportunity has led companies like Pangea3 to scout for talent beyond the legal fraternity.
    • Infosys BPO sees fall in attrition
      Infosys’s decision to change the branding and name of its business process outsourcing division from Progeon to Infosys BPO in Q2 2007, seems to have paid off for the company.
    • Aviva to transfer 2,900 BPO staff to offshore division
      The UK-based insurance giant Aviva plans to transfer 2,900 employees from its third party BPO partners, EXL and WNS, to its own offshore division – Aviva Global Services, in the current calendar year, a company executive said on Friday.
    • Outsourcing: Huge cost savings for US cos
      A vast majority of software companies are able to realise between 80 to 100 per cent of their cost savings goals from offshoring, according to a survey.
    • BPO gets fishy
      After IT outsourcing, it’s turn of outsourcing of seafood products from India, according to Minister of State for Commerce Jairam Ramesh. ”If we can outsource IT products, why cannot we outsource seafood products”, asked the minister.
    • Rakesh Jhunjhunwala picks up stake in Inventurus
      Rakesh Jhunjhunwala has picked up a stake in the Mumbai-based Inventurus Knowledge Solutions for $5.5 million. Inventurus is a start-up BPO company, focusing on healthcare and legal process outsourcing.
    • Revenue officials should refrain from targeting captive BPOs
      The transfer pricing (TP) audits for the third year have just concluded. One of the soft targets of the revenue authorities in the TP audits has been captive IT & BPO companies of foreign MNCs. Indian economy’s phenomenal growth in the recent past has been primarily fuelled by the services sector comprising mainly of IT & BPO companies.
    • CRM 2.0
      Many people in the CRM business are coming or have come to the conclusion that the CRM that grew out of the 1990s has exceeded its useful life. I am among them. The business climate is different, the economy is different, the types and kinds of products that companies are making are different. In short, CRM 1.0 has not exactly kept up with the changing times.
    • Infosys BPO and HVS International
      Infosys BPO, the business process outsourcing subsidiary of Infosys Technologies, and HVS International, a leading New York based consultancy offering valuation and other services to the hotel, restaurant, shared ownership, gaming, and leisure industries, have announced a strategic alliance to offer outsourcing solutions in the hospitality industry.
    • Hinduja TMT acquires AFFINA for $30 mn
      Hinduja TMT Ltd on January 09, 2007 has announced that it has completed the acquisition of the multi-city US-based BPO company, AFFINA, for a consideration of $30 million, including earn-outs.
    • IT majors outsource work to US company
      Signalling a reverse outsourcing trend, many Indian IT firms with their operations spread across the US and Europe are now outsourcing a part of their administrative work in the US to a US-based firm Hanna Global Solutions.
    • It’s family first at tech cos & BPOs
      Not many companies find fame in office cafeterias. But it was at just such a venue that Ness Technologies’ decision to “make the first job offer to an employable spouse” of an onsite employee found favour. “If a Ness employee is being sent onsite and has an employable spouse, as a policy, Ness always makes the first job offer. We also retrain the person if necessary,” says Sudhir Singh, VP (HR), Ness Technologies.
    • Cobra Legal Solutions enters into Chennai
      If Clarvolex, Paneaga and Intellevate are the top MNCs that are in Noida to tap the legal process outsourcing (LPO) opportunity in India, then the entry of Cobra Legal Solutions (CLS) into Chennai, is expected to mark the rush of many legal firms, vying for a share of the $ 250 billion global LPO pie.
    • Firstsource buys US firm BPM for $30 million
      Firstsource Solutions (formerly ICICI OneSource), a business process outsourcing company, on Thursday acquired BPM – a Delaware-based healthcare claims’ outsourcing company.
    • Banking BPO to Reach $6.7 Billion by 2011
      Core banking BPO — once largely localized — is becoming more global for a variety of reasons, according to a new report. Banks in all geographies are realigning the mix of banking products serviced, usually as a result of rapidly changing consumer demand. Also, more emerging economies are adopting the use of banking services and vendors are being forced to adapt.
    • Avoiding Common Outsourcing Pitfalls
      A global sourcing operation can be a highly complex, detail oriented process. For many firms, a profitable global sourcing operation can mean the difference between long term success or mediocre performance. Companies have invested millions in procurement software, in human resources and training to make sure they get it right. Too often, though, they still get it wrong.

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