india ites+bpo 2010

8/3/2019 India ITeS+BPO 2010

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India’s

Top ITeS and BPO

Companies

2010



Contnt

excutiv summary ............................................................................. 1

Mthodology ...................................................................................... 2

excrpt ............................................................................................... 3

Company Liting .......................................................................... L1-L4



1

excutiv summaryDun & Bradtrt India continu to upport th Indian ITs-BPO indutrythrough it publication ‘India’s Top ITeS and BPO Companies 2010’. Thi

publication highlight th ky achivmnt and major growth drivr of thctor. It alo howca th prformanc and futur growth plan of ladingITs-BPO compani in India and fatur 183 compani oprating in thITs-BPO ctor.

Th ITs-BPO indutry ha rmaind rilint in th fac of global rcionarycondition. Howvr, with improving conomic condition in th advancdconomi, th ctor i lowly tarting to ign of rcovry. Compani havbgun paying gratr attntion to xploring nw gographic markt, diffrntialpricing modl, a bttr rvic offring mix and mor fficint dlivry modla part of thir long trm tratgic plan. Furthr, th dmand from th domticmarkt ha opnd up nw avnu for th Indian ITs-BPO ctor. Th domtic

markt for BPO rvic i xpctd to b a growth drivr for th ctor in thcoming yar. Larg, global compani ar xpctd to modify thir dlivry and buin modl in ordr tothi markt, givn th diffrnt dynamic of th domtic gmnt. Th mrgnc of rural BPO i likly toplay an important rol hr and could chang th dynamic of th ntir indutry.

A part of thi publication, Dun and Bradtrt conductd a tudy of th ITs-BPO compani faturd in thipublication. som ky inight from th tudy includ:

In trm of rvic offrd, convntional BPO continu to b th mot popular rvic lin, with•

a 59% har in th total rvic offrd pi. Howvr, only 27% of compani offr xcluiv BPOrvic whrin 43% of th compani ar involvd in offring multipl typ of rvic in diffrntcombination of BPO, knowldg proc outourcing (KPO), lgal proc outourcing (LPO), larningand nginring proc rvic (ePs). Divrification and xpanion of rvic lin ha bn a

dominant thm, and thi trnd i xpctd to gain furthr momntum in th coming yar.BFsI, th indutry’ mot dominant vrtical, continud to b th mot rvicd gmnt. Compani•

conidr halthcar to b on of th mot promiing gmnt in th nar futur.

Mumbai mrgd a th mot prominnt dtination with 45% of th compani having at lat•

on cntr in Mumbai. Chnnai and Bngaluru tood a th nxt mot prominnt location for thITs-BPO indutry with around 39% and 38% of th compani urvyd having a prnc in thtwo citi, rpctivly.

High attrition rat, riing alary lvl and hortag of killd manpowr ar challng th indutry•

continu to grappl with. Additionally, th conomic lowdown in th advancd conomi coupldwith th factor, ha bgun to xrt prur on margin.

In th prviou dition, around 79% of rpondnt xpctd ovr 10% growth for FY11. But thi•

numbr wnt down to 54.2% thi tim. Howvr, th pictur m to b mor optimitic for FY12

with 74% of th rpondnt xpcting it to grow by mor than 10%.

Th ‘India’s Top ITeS and BPO Companies’ ri of publication track thi ctor cloly a it volv.Dun & Bradtrt India will continu to improv thi publication in ordr to nur that it rmain anauthoritativ ourc of information on th ITs-BPO indutry.

Mohan RamawamyDirctor - Buin DvlopmntDun & Bradtrt India



2

MthodologyFor th 2010 dition of Dun & Bradtrt India’ (D&B India’) prmir publication, ‘India’s Top ITeS and BPO

Companies’, th liting paramtr ar mploy iz, total incom, indutry vrtical and location.

Th initial lit of compani wa compild uing D&B India’ intrnal databa and wa upplmntd withinformation gathrd through variou ourc uch a indutry aociation, and govrnmnt agnci.Compani oprating in th ITs-BPO ctor thu idntifid wr thn contactd through dirct mailr,tlphon call, fax and mail apart from an invitation to participat through advrtimnt in India’lading buin daili. A total of 183 compani hav bn faturd in th publication.

Th hort liting of th ligibl compani i primarily bad on mploy count or total incom of th companidpnding on th availability of th information. A in our prviou publication, th cut-off for mploycount rmain unchangd at 150. Th mploy count in th publication i a on Jun 2010. Th publicationconidr only th Indian mploy ba involvd in ITs-BPO opration for th company on a tandalon

bai for th ntity bing conidrd. Th cut-off for annual total incom alo rmain unchangd at ` 100 mn.Th total incom rprnt th incom drivd from th ITs-BPO opration only on a tandalon bai forth ntity bing conidrd. Thu, compani with ithr mploy count of 150 and abov or total incom

of ` 100 mn and abov hav bn conidrd for th purpo of thi publication.

Information wa collatd for a pcific tim band of 6 month to nur fair comparion of fact and figur,a many compani follow priod for financial rporting. Accordingly, a diclaimr ha bn addd whrvrncary.

Although utmot car ha bn takn whil incorporating th latt figur, rlvant information ha bntakn from public domain ourc uch a company wbit, annual rport, quartrly updat, 10K filing,and company prntation in crtain ca whr compani may not hav rpondd dirctly.

Thi dition continu to carry th ‘Waiting in th Wing’ ction. Thi ction contain brif informationabout compani that do not mt th ligibility critria, but ar mrging and could form part of our nxtdition.

A tandardid rporting format ha bn applid for liting company profil in th publication. each companyfaturd in thi publication ha bn allottd a D-U-N-s® numbr (Data Univral Numbring sytm), whichi a uniqu idntification numbr that will hlp radr locat and obtain full-fldgd information rport onth compani from th D&B databa.

Th ditorial tam would apprciat it if radr kp D&B India rgularly updatd on ky dvlopmnt inthir compani a and whn it occur.

W ar confidnt that ‘India’s Top ITeS and BPO Companies 2010’ will prov vn mor uful than thprviou dition. W will b plad to rciv your valuabl fdback and uggtion, which will bincorporatd in th nxt dition.



3

excrptDun and Bradtrt conductd a tudy to undrtand th dynamic of th ITs-BPO indutry in India from

variou apct bad on primary rarch highlighting th trnd and iu of th indutry. Th tudyncompa analyi of th ky componnt of th indutry viz mploy, gmnt and rvic lin,

vrtical, concrn, futur plan tc.

Employee Trends

Top 10 featured companies account for more than one fifth of total industry employees of BPO

exports

Th cumulativ mploy ba of th profild compani in our tudy contitutd clo to 50% of th•

timatd 768,000 (NAssCOM timat) total mploy ba involvd in BPO xport opration forFY2010.

Furthr, th top 10 compani from th tudy, a pr mploy iz xcding 10,000 had a cumulativ•

mploy ba of mor than 167,000; thrby accounting for narly 22% of th total indutry mploy

ba involvd in BPO xport opration.

Room for both small and mid-sized players but consolidation looms on the horizon

small-izd playr (mploy iz of 151-500) and mid-izd playr (1,001-5,000) collctivly•

accountd for two third (66%) of th compani. Thi nar qual cohrnc of both th typ of

compani dnot a halthy tability factor for th indutry for urvival and growth. Howvr, withM&A dal lowly picking up, conolidation i xpctd in th nar futur.

Media and telecom sector; avenues of companies with large employee size

Around 72% of th compani catring to th BFsI ctor had manpowr in th brackt of 151-500•

and 1,001-5,000. Halthcar ctor too howd a imilar trnd with around 41% of th compani

catring to thi vrtical falling in th manpowr brackt of 151-500 manpowr.

Howvr, intrtingly th trnd wa diffrnt in ca of mdia and tlcom vrtical. Around 44%•

of th compani that providd rvic to th mdia vrtical had an mploy iz in th brackt of

10,001-15,000; whra around 30% of rvic providr for th tlcom indutry had an mployiz in th abov rang.

Service Line Trends

Diversification makes further headway

In trm of rvic offrd, convntional BPO continu to b th mot popular rvic lin, with a•

59% har in th total rvic offrd pi.

Only 27% of compani offr xcluiv BPO rvic whra 7% offr xcluiv KPO rvic. Howvr,•

43% of th compani ar involvd in offring multipl typ of rvic in diffrnt combination ofBPO, KPO, LPO, -larning and ePs.



4

Thi m to b an indication of th playr willing to divrify thir rvic lin for combating•

rcionary condition.

CIS still leads the way in BPO service offerings; knowledge services on high growth trajectory

Cutomr intraction rvic (CIs), with a mor than 40% har in BPO xport rvnu, accountd for•

mor than 10% of th total rvic offring in our tudy viz cutomr car (5.8%) and contact cntr

(4.8%).

Cutomr car gmnt, which wa rankd cond in our prviou dition managd to rtain it•

poition at th am plac in thi dition too.

Th knowldg rvic gmnt which playd a ky rol in BPO growth in 2010 through it thr•

primary rvic offring viz – markt rarch, buin rarch and financial analyi collctivly

accountd for a 10% har in our tudy.

Verticals Trends

BFSI continues to be the dominant segment; healthcare the most promising

Ovr 65% of th urvyd compani catrd to th BFsI vrtical which wa rponibl for gnrating•

mor than 50% of th Indian BPO xport rvnu in FY2010.

Th indutry’ cond mot ought vrtical viz tlcom alo mrgd at th am lvl in th tudy•

with mor than half of th compani catring to th tlcom ctor.

Around 62% of compani votd for halthcar a th mot promiing vrtical in th nar futur.•

Mdical trancription, rvnu cycl managmnt, account rcivabl managmnt tc ar om of

th prominnt rvic xpctd to incra th cop of ITs-BPO activiti in th halthcar arna.

Compani catring to th BFsI and halthcar vrtical had total incom largly in th rang of• ` 100-

500 mn, whra th compani catring to th tlcom and rtail ctor had total incom in th

rang of ` 500-1,000 mn.

Location Trends

Mumbai as the preferred location; Chennai and Bengaluru not far behind

A larg numbr of ITs-BPO compani continu to hav a dlivry cntr in Mumbai. Around 45% of•

th ITs-BPO compani urvyd had at lat on dlivry cntr in Mumbai.

Chnnai and Bngaluru tood a th nxt mot prominnt location for th ITs-BPO indutry with•

around 39% and 38% of th compani urvyd having a prnc in th two citi, rpctivly

Setting new centres in Tier II and III cities on the anvil

Around 58% of th compani hard th intnt to dvlop nw cntr in th tir II and tir III•

citi.

Vadodara, Jaipur, Hubli, Myor, Mohali, Coimbator, Indor and Naik found a mntion a promiing•

location whr th compani would lik to opn up thir nw cntr.



5

Concerns Impacting Growth of Industry

Developed economies drive volumes

90% of th rpondnt in th urvy catrd to th Us markt and around 65% providd rvic to•

th europan markt.Th avrag rvnu har for FY10 tood at around 63% and 17% from th Us and europ•

rpctivly.

Consequently, shadow of economic slowdown still looms over the industry growth

Givn a wid majority of th compani catr to th Us and europan markt, conomic lowdown•

in th markt mrgd a an important ara of concrn for th ITs-BPO indutry - nxt only to high

attrition rat.

Better remuneration to control attritionWith attrition bing th widt ara of concrn; th am wa attributd largly to bttr rmunration•

and bttr carr option. Both th raon and thir rlvanc rmaind largly th am a in th

prviou yar’ dition. Othr raon for attrition uch a work timing and organiational cultur

gaind a lightly highr rlvanc.

Avrag alary hik in th rang of 6-10% in FY10 mrgd a th mot common hik rang. Howvr,•

thi rang i xpctd to go to 11-15% in FY11.

Future Plans

Industry optimistic for FY12

In th prviou dition, around 79% of rpondnt xpctd ovr 10% growth for FY11. But thi•

numbr wnt down to 54.2% thi tim.

Howvr, th pictur m to b mor optimitic for FY12 with 74% of th rpondnt xpcting it•

to grow by mor than 10%.

Combination of strategies for growth prospects

Th abov growth rat ar xpctd to b achivd by a combination of horizontal and vrtical•

xpanion tratgi. Around 62% of th compani urvyd had th intnt to grow thir buin

in othr rvic lin, whil around 63% of th compani urvyd wantd to vntur into othr

vrtical.

A larg majority of compani (mor than 80%) alo backd thi intnt by haring th nd for frh•

hiring.



Employee Size ListingIndia’ Top ITs and BPO Compani 2010 L1

India’s Top ITeS and BPO CompaniesSr No Company Name Employee Size

1 Gnpact Limitd 32,300

2 Agi Limitd 25,000

3 WNs Global srvic Privat Limitd* 19,202

4 Firtourc solution Limitd 17,885

5 Mphais Limitd^ 16,424

6 sparh BPO srvic Limitd# 15,400

7 Hinduja Global solution Limitd 10,857

8 xl srvic.com (India) Privat Limitd 10,265

9 Hutchion 3 Global srvic Privat Limitd* 10,000

10 Rlianc BPO Privat Limitd* 10,000

11 srco BPO Privat Limitd 9,500

12 Convrgy India srvic Privat Limitd* 9,000

13 Intlnt Global srvic Privat Limitd 8,925

14 Tch Mahindra Limitd 8,426

15 HCL Tchnologi Limitd 7,973

16 spanco BPO Vntur Limitd 7,013

17 Allc Tchnologi Limitd 7,011

18 HOV srvic Limitd 6,570

19 Andromda Markting Limitd* 6,500

20 Comptnt synrgi Privat Limitd 5,268

21 3i Infotch Limitd 4,900

22 Cartl Infotch Limitd 4,100

23 24/7 Cutomr Privat Limitd* 4,000

24 CRM srvic India Privat Limitd 4,000

25 shll Tranourc Limitd* 4,000

26 CBay sytm (India) Privat Limitd 3,970

27 AZURe Knowldg Corporation Privat Limitd* 3,700

28 Capita India Privat Limitd 3,428

29 IntrGlob Tchnologi Privat Limitd 3,391

30 Pac sttr Buin solution Privat Limitd 3,300




31 vCutomr srvic India Privat Limitd# 3,100

32 Innodata Iogn Privat Limitd 3,000

33 Optimu Global srvic Limitd* 3,000

34 Hro Managmnt srvic Limitd 2,900

35 4 Buin solution India Privat Limitd 2,839

36 Tricom India Limitd 2,700

37 MPs Limitd 2,600

38 aok In-hou BPO srvic Limitd* 2,500

39 stria India Limitd 2,486

40 Quatrro BPO solution Privat Limitd 2,453

41 Firv India Privat Limitd 2,038

42 evalurv.com Privat Limitd* 2,000

43 ismart BPO srvic Privat Limitd* 2,000

44 Xchanging Tchnology srvic (India) Privat Limitd 2,000

45 Calibr Point Buin solution Limitd 1,665

46 Indcomm Global srvic 1,660

47 Kanki Rlationhip Markting srvic Privat Limitd* 1,500

48 Mynd solution Privat Limitd 1,500

49 scintific Publihing srvic Privat Limitd* 1,500

50 FocuMT India Privat Limitd 1,250

51 Amnt sytm Privat Limitd 1,200

52 GBBs Halthcar solution Privat Limitd 1,200

53 Brtlmann Markting srvic India Privat Limitd 1,000

54 Liv Wir Call Cntr srvic Privat Limitd* 1,000

55 TIs-BPO Privat Limitd* 1,000

56 diacriTch Tchnologi Privat Limitd 923

57 Ugam solution Privat Limitd 886

58 epicntr Tchnologi Privat Limitd* 850

59 MMC Infotch srvic Privat Limitd* 800

60 scop -Knowldg Cntr Privat Limitd 800

61 Oracl Financial srvic softwar Limitd# 746

62 Hi-Tch Outourcing srvic 655

Sr No Company Name Employee Size




63 FNF Buin Proc Outourcing India Privat Limitd 647

64 CRP Tchnologi (India) Privat Limitd* 600

65 car India Privat Limitd* 600

66 Profional Managmnt Conultant Privat Limitd* 600

67 eaypack softwar Inc 591

68 Mindcrt (India) Privat Limitd 575

69 Tchnooft Global srvic Privat Limitd 512

70 Annik Tchnology srvic Privat Limitd 508

71 Css Tchnrgy Limitd 500

72 Infoviion softwar Privat Limitd* 500

73 Mdiscrib India Privat Limitd* 500

74 OKs Prpr srvic Privat Limitd* 500

75 Onkar Infotch Privat Limitd* 500

76 Origin Call Cntr Privat Limitd* 500

77 Ruralshor Buin srvic Privat Limitd 500

78 Tran Continntal -srvic Privat Limitd* 500

79 Mobiu Knowldg srvic Privat Limitd* 430

80 Cro-Tab Markting srvic Privat Limitd 425

81 Altruit Tchnologi Privat Limitd 400

82 MM Imagin Tchnologi Privat Limitd* 400

83 UnitdLx BPO Privat Limitd 400

84 Quscint Tchnologi Privat Limitd 375

85 AeL Data 350

86 Acclari Buin solution Privat Limitd 346

87 emPowr Rarch Knowldg srvic Privat Limitd 341

88 APM Infotch Privat Limitd* 300

89 Infotronic Privat Limitd 287

90 Navigant Tchnologi Privat Limitd 280

91 saViw support sytm Privat Limitd* 270

92 Clav Global -srvic Limitd 261

93 Kahi Infotch Privat Limitd* 260

94 Dohi Accounting srvic Privat Limitd 250





95 entr Tchnologi Privat Limitd* 250

96 iMarqu solution India Privat Limitd 250

97 Griha softwar Tchnolgi Privat Limitd 241

98 Mdoft (India) Privat Limitd 240

99 Prognoy srvic Privat Limitd* 225

100 Dciphr Intim Trancription Privat Limitd* 220

101 Aranca Mumbai Privat Limitd 210

102 PharmARC Analytic solution Privat Limitd 202

103 Arani Buin Proc srvic Limitd* 200

104 Brickwork India Privat Limitd* 200

105 eloft Tchnologi Privat Limitd* 200

106 Tridat Tchnologi Privat Limitd 200

107 sahay Datatch Privat Limitd 189

108 DiCrw solution Privat Limitd 180

109 Mov Offhor Call Cntr Privat Limitd* 180

110 Tranform solution Privat Limitd* 180

111 FUsION Outourcing softwar Privat Limitd 162

112 Data Infotch Privat Limitd* 160

113 AbolutData Rarch & Analytic Privat Limitd* 150

114 Halthoft India Privat Limitd* 150

115 Machwan Communication & Rarch Privat Limitd* 150

116 Prry Johnon Outourcing Privat Limitd* 150

117 Pionr srvic Privat Limitd* 150

118 RP Khoj srvic Privat Limitd 140

119 sM Tly Limitd 100

120 Car Managmnt Intrnational Privat Limitd 90

121 ACe BPO srvic Privat Limitd 50

Not:Liting i ubjct to availability of information* stand for data collctd through wbit

# stand for mploy for th yar ndd March 2010^ stand for mploy for th yar ndd July 2010




India’s Top ITeS and BPO Companies 2010

Publihd in India by Dun & Bradstreet Information Services India Pvt Ltd. (D&B)

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