HCL Tech BPO To Piggyback On Tie-ups

Bangalore: | Updated: Jun 16 2003, 05:30am hrs
While most third party call centre companies are struggling to get more business, HCL Technologies BPO Services Ltd (earlier known as HCL E-Serve) has decided to piggyback on global business process outsourcing (BPO) companies for expanding its international bandwidth to reach new customers and boost organic growth.

HCL BPO has entered into an alliance with its partner and customer, British Telecom (BT), to jointly pitch for the incremental and relocation business from BTs end customers. Similar alliances have also been put in place with other global companies such as Dun & Bradstreet (D&B) and Sento Corporation of the US.

We have forged similar alliances with a couple of global BPO companies but I cannot disclose the names as per the contract terms, HCL BPO chief executive officer Sujit Baksi told eFE in an exclusive interview.

Ruling out any immediate plans to acquire any BPO companies to expand its operations inorganically, Mr Baksi said that the company will focus on its organic growth and expand its business through alliances with global BPO companies.

Mr Baksi claimed that the company is more than just taking care of the back end operations of these global BPO companies. It works both ways. While we introduce our software business clients looking for outsourcing BPO business in their domain areas, these companies are forwarding business to us for the India advantage, said Mr Bakshi.

For example, in case of D&B, the company is the preferred provider of receivable management services for all businesses procured by HCL in the US, Canada, Mexico and Hong Kong. In turn, HCL will be the exclusive provider of D&B call centre services from India.

Similarly, Sento Corpor-ationa web enabled customer relationship management solution provider will be the preferred partner of HCL BPO in self help, live chat, web collaboration and e-mail services in the US and Canada.

In case of BT, HCL BPO and BT have decided to jointly bid for BTs end customers. In fact, BT will provide a service wrap around its business offerings to its clients and leverage HCL BPOs India presence, BTs site director Ian Rippen said.

However, Mr Rippen did not comment on the commercial terms for sharing of margins in such cases. It is difficult to estimate commercials as it is going to be a transitional phase and there could be a lot of hidden costs in the process, he said.