Indian Bpo Companies Are Opening Their Delivery Centres Globally
Indian BPO firms are tuning in to a global delivery model — doing the right thing from the right geography — as value creation for customers take primacy over cost arbitrage, political pressures mount against offshoring and new offshoring destinations gain traction.
With newer rivals like Philippines snaring 70% of new contact centre businesses and onshore BPOs in Brazil and other Latin American locations picking up steam, local vendors are being forced to set up global delivery centres, or look at near-shore options.
Wipro BPO’s senior vice-president Ashutosh Vaidya says they have set up 15 overseas delivery centres and parked 3,000 people there to neutralise near-shoring by global outsourcing firms like Accenture and CapGemini. The latter, in fact, has a major hub in Guatemala City, which also houses delivery centres by Indian BPO firm 24X7 Customer.
To boot, TCS Iberoamerica employs over 6,000 people in Latin America across eight centres spanning Colombia, Ecuador, Brazil, Argentina, Uruguay and Chile. “If you are going to be a significant player, you will have to have near-shore as well as offshore solutions”, says Deepak Patel, CEO, Aditya Birla Minacs. Full News