Bad publicity turned good
In the eyes of leading BPO service provider EXL, the current outsourcing
backlash in the US has done more harm than good.
EXL is one of India's top BPO companies earning nearly 28 million dollars
in its previous fiscal year. The New Delhi-based company specializes in
providing outsourced services to the financial services industry.
Instead of dissuading Western companies from outsourcing, Rohit Kapoor,
EXL's chief, claims that the publicity (or is it furor?) has sparked
interest even among mid-sized businesses.
Large multinational companies have been the early adopters of outsourcing
and have been realizing the value it brings in terms of cost-savings.
Naturally, smaller firms get curious about the "secret sauce".
Kapoor said the increasing interest shown by smaller companies was good
news as they were not only likely to seek outsourcing of services, but
also consultancy advice on systems.
He even dished out a piece of advice for would-be BPO operators - focus on
serving a particular industry.
According to him, BPO firms that service various segments grow only by
half while companies like EXL increase its revenues every year by at least
two-fold.
