Indian firms – current scenario in BPO and outsourcing

When there is a business slow down like the current scenario and employees are uncertain about their jobs a few Indian IT, ITeS and BPO companies are adopting innovative strategies not only to retain their man power but also spread their activities to unexplored regions.
Let us take the case of Indian BPO major Firstsource which has spread cheer by announcing plans to create more than 800 jobs in Northern Ireland.
Firstsource, which operates from two bases in Northern Ireland, is among a growing number of Indian companies like HCL, Polaris, PixTransmission and Tech Mahindra who have chosen to set up offices in the region.
The company announced that around 300 of the new jobs will be in London where the company already employs 350.
The remaining 500 jobs will be based in the company’s European Centre of Excellence, which is being established in the region.
The company, which set up office in the region in 2006, employs 550 people in Belfast. The investment by the company is being backed by 6.7 million pounds grant aid from Invest Northern Ireland, a regional economic development agency.

This significant reinvestment by Firstsource Solutions clearly reflects the company’s confidence in the region. The local economy will not only benefit from an additional 10 million pounds in salaries annually but also from company’s commitment to training and the introduction of best-practice skills in the area of customer service.

Firstsource has 34 call centers worldwide and employs more than 17,000 people across four continents. It specializes in providing outsourced services including contact centre, back-office processing and debt-collection services.

The investment further enhances the strong links between Northern Ireland and India which has led to a string of inward investments from Indian companies.

Recently the Omagh-based Telestack International was contracted to supply its unique telescopic conveying equipment to an iron ore mining operation in Goa.

The company won a 300,000 pounds contract for a tracked conveyor system.

Alan Hingston, Invest Northern Ireland’s Director of Trade, said: “India is fast becoming a key market for Northern Ireland companies across a range of sectors including IT, biotechnology and consumer products”.

Reflecting strong industrial growth, 20 Indian firms, including Infosys and TCS are among top 100 outsourcing companies in the world.

The latest ‘2008 Global Outsourcing 100′, compiled by the International Association of Outsourcing Professionals (IAOP) that features at least 20 Indian firms has five of them — Infosys (third rank), TCS (sixth), Wipro (seventh), Genpact (ninth) and Tech Mahindra (tenth) in the top 10.

All the five are leading software service providers. Half of the top 10 companies are from India, reflecting a strong growth in the outsourcing industry. Infosys Technologies was number three on the Leaders List, representing firms with annual sales of 60 million dollars or more

Accenture has cornered the top slot and IBM is on the second spot. Companies on the list averaged 1.7 billion dollars in annual sales and engaged about 27,000 employees across the world.

The key strength of Wipro and TCS is their ’employee management’ while ‘executive leadership’ is cited as the strong point of Infosys and Genpact.

On the other hand, ‘outsourcing experience’ is attributed as the main strength of Tech Mahindra and HCL Technologies.

The power balance in the outsourcing industry is shifting. Global competition in outsourcing is intensifying and that was reflected in this year’s ranking with companies from 19 countries vying for recognition

Companies were ranked on quality following a rigorously judged application process that examined 18 criteria. The ranking is done by a panel judges on performances in the field of demonstrated competencies, size and growth, management capabilities and customer references, the statement added.