Outsourcing Clients Look For Diverse Outsourcing Solutions

The Indian business process outsourcing industry is following the footsteps of information technology service firms to increase its global footprint.
The demand for global BPO service is pushing Indian outsourcing call centers to grow aggressively into global business process outsourcing firms, said a senior executive. For example, in the past 18 months, WNS has expanded its operations to countries like Philippines, Latin America and Romania.
Neeraj Bhargava, the CEO of WNS quoted that “All the important wins that we've talked about have a non-India component to them. This is very important from our perspective, as we talk about our global footprint, global strategy and global operations strategy”.
The BPO analyst believe that, the trend will continue to increase in days to come, as the clients look for outsourcing partners that can support critical outsourcing services.

Sabyasachi Satapathy, partner Tholons Advisory quoted that, gone are the days when BPO firms could deliver from just one geographical area. The need for multi-geographical area is arising out of de-risking geography presence, and the need for specific skill and language capability.
N V Tyagarajan (Tiger), COO of Genpact, believes that the Indian BPO firms need to expand their operations in other geographical areas. He believes that, if one is serving the Eastern European market, the BPO service provider will have to be present in countries like Romania for language capabilities.
Mr. Tyagarajan added that if a BPO firm is serving US financial sector where English is the prevalent language then it needs to serve from countries where the language is predominantly used.
However, Sudin Apte, senior analyst, Forrester believes that clients target all major countries that offer high end BPO services.

Logica Appointed By KPN To Handle Its BPO Services

Netherland based KPN has signed a multi year USD 28 million outsourcing deal with Logica for its business applications IT service desk support. Through this service, Logica will manage the issues KPN may face with its IT systems daily. A total of 40 BPO jobs will be outsourced to Logica.

The first help desk service for KPN will be managed by Logica. This support will be accessible via phone, email and Internet which will enable the staff to get prompt help with questions related to 700 KPN business applications. Logica will provide related BPO activities such as provision of management reports.
Previously KPN had contracted Logica for the BPO services related to HR as well as application management of strategic network information. Presently about 12 to 65 jobs are outsourced to Logica.
The handling of issues will primarily take place from the Logica Operations in Netherland and India. In addition to these, the provision of management reports will largely come from India.
Commenting on the deal, Han Wijns, KPN IT Netherland Innovation Director, said that outsourcing BPO services is part of the sourcing strategy of KPN IT Netherlands. The strategy is designed so that the company can concentrate on core business activities. The company chose Logica because of its experience in handling quality BPO services.

Inbound Call Center Gets Approval to Increase Strength

Job creation credit to an inbound call center has been approved by The Ohio Tax Credit Department. This will allow the inbound call center firm to have a projected number of 500 employees to come on board. The meeting that decided the approval took place in Columbus. The authorities have decided to agree to a 40% tax break against franchise and commercial activity that is liable to the paid to the state over five years.

The manager of business development at the Youngtown/Warren Regional Chamber, who attended the meeting, estimated the credit for the inbound call center firm to be about $700,000. This amount of money allows the inbound call center wing to be set up with the designated number of employees in terms of infrastructure and planning. This will boost a BPO industry hit low because of the recession and the slide in business revenue.