Contact Centers: Is it Doing Well in India?

PLAYERS IN THE INDIAN OUTSOURCED REMOTE SERVICE MARKET

PLAYERS IN THE INDIAN OUTSOURCED REMOTE SERVICE MARKET
Category	Example	Health	Strengths	Limitations	challenges
Professionals (VC-funded)	Spectramind, Daksh, 24/7 Customer, Transworks, CustomerAsset etc	Doing pretty well Will continue to do well	Focus, Quality management, Promoters and investors’ familiarity with the US market,	Sometimes access to capital which affects ability to scale up	In the second phase of of growth. Have to build differentiators and scale up fast, implement international standard practices
Indian Corporates	Jindal, Hero, Flex, Bharti, Reliance Ansals, Hiranandani	Have been slow to start , a mixed story as far as performance goes, but way behind the VC-funded companies Some of them may make a strong comeback	Deep pockets, Ready real estate, sometimes good project management skills	Lack of focus, Started with misplaced hopes on vendors and consultant to get business, Have failed business, Have failed still not realized the importance of a US sales force	Hire good managers, To get the first few customers, Do active business development in the US, Can look at JVs with overseas companies, can look at BPO in their own domains
Small and medium business promoted companies	Numerous, about 60-70	Most in bad shape The better ones will get acquired, but most will fade away	Early movers	Short term objectives, Lack of focus, lack of good management, bad customer experience in some cases	To salvage operation through JV or strategic sale, build specialization, prepare a plan B for domestic market
IT services companies	Progeon (Infosys), E Serve (HCL), Intelenet (TCS), Satyam Serwiz, MsourcE (Mphasis)	Late entrants, too early to see trend Have all the ability to do well, may change the business model completely	Good people, Existing client base, Familiarity with business development and client relationships in a services market, understanding of processes in different domains	Focus could be a problem as the rates and margin in this business is lower than IT	To prove that they understand this business and deliver
Foreign outsourcing service providers	Convergys, Sitel, West, TeleperformanceUSA, 7C, Stream*	Doing well, though still new	Experience, Can provide more integrated delivery to clients across geographies	Do not understand the local scenario that well	To handle the pressure from other clients to divert business to India, to work with India-based companies when needed, to explain the stock market at home about the falling topline as they move to India