The performance of the agents that works on a account in a large Indian mobile phone company is stuttering, Gurgaon call centres sweeping off with post-lunch slowing of biorhythms, it spotted 1,400 km away at Global Command Centre or GCC, Aegis’s impressive centre in Mumbai. Aparup Sengupta, the Managing Director and Global CEO of Aegis said that even if there are some tight-bladder on the post-lunch shift, the so called GCC of Aegis’s will be the next generation in outsourcing industry based on their remote sensing ability, in the process it will help companies to perform better and at the same time it will improve the experience of their client. He also says that systems like the GCC costs $10 million to put up, its investment in training will be the start of growth in the steel-tooil Essar group of companies. Aegis crossed $700 million of revenue this year, and by March 2012, the growth will be essential and organic, the company want to cross $1 billion mark. The services revenue of India’s BPO in 2010/2011 was around $17 billion.
An old economy Indian group is also pushing the envelope, Toronto, Canada-based Deepak Patel, CEO of Aditya Birla Minacs claims that the Indian outsourcing’s earlier model was based on labour arbitrage and it is not enough now, its a domain game now. Aditya Birla Minacs is expanding to high-tech consulting from just a plain outsourcing. The BPO unit of the $35 billion Aditya Birla Group has a new go-to-market aproach in place, it is the company’s proactive proposals to their clients than just responding to request for proposals or RFP. Patel said that the business is stickier, relationships with partners will be more respectful and the margins are higher if you get up the value chain.
Minacs’s evecutives visited early this year 140 sites in United States, for one of its unknown customer from North America to understand closely the process. They put five proposals after six months of boundless touring and each of these proposals fits with their requirements.it reflects with the company’s revenues, in 2010/2011’s $375 million from $312 million of last year. It changes the competitive landscape that nobody had the intuition like we did. Senior Market Analyst, IDC Asia-Pacific Mayur Sahni declares that there is a growing need for BPOs to use the data to drive business results with their business processes.
Aegis and Minacs, India’s fast growing BPO industry are very different from new start-ups raised by professionals like WNS. Among others, Minacs and Aegis came from old world business groups that have made millions in businesses suchlike petroleum, steel, aluminium and cement. Less than seven per cent for Aegis and four per cent for Minacs came from their respective parent groups. BPO industry insider says Minacs and Aegis have spent money in executing their brand positioning. Positioning is a brand statement for most BPO companies.
Ajay Srinivasan declares that Indian BPO companies find it difficult to achieve growth in IT services naturally. Aegis and Minacs build strong businesses over the years, they are a part of how they step out with their parents shadows. He added, that the two ways to move up the value of BPO vendors is by moving up within the BPO industry and the other is by moving to IT services from BPO services.
REFERENCES:
http://businesstoday.intoday.in/story/aegis-from-the-essar-fold-aditya-birla-minacs-bpo/1/19235.html
http://m.newshunt.com/Business+Today/BPO/11373507
