WNS Global Services forays into domestic BPO market

Written by Diksha Dutta | Diksha Dutta | Kirtika Suneja | New Delhi | Updated: Aug 25 2011, 17:18pm hrs
Inspired by the initiatives by peers and the growing $1.2-billion domestic BPO market, WNS Global Services, the countrys third largest business process outsourcing (BPO) company, is planning to tap this domain.

We are focusing on selected verticals like travel, banking, retail and telecom to enter this market. We expect the business to reach $25 million in the next two to three years, said Keshav Murugesh, chief executive officer, WNS Global Services.

The company also plans to open a new centre for its domestic business in southern India, which will add to its existing 250-seat centre in Pune.

We are planning a centre in the south with 500 people. We have a very strong sales team in the country, added Murugesh.

The company has won four to five clients in the last two quarters in the banking, travel and telecom verticals.

Murugesh noted that the deals in the domestic market are relatively smaller, the average contract value ranging from $1.5-2 million.

The company has kept a $20 million capex for investment globally, from which there will be investment in the domestic market too.

There are challenges in the domestic market too. This is a very price sensitive market, and thus, we have very selected focus. We are not aiming at the big government deals as of now and most of our clients are private. The Indian clients demand transaction-based as well as business outcome based processes, which is in synchronisation with the global clients, Murugesh said.

Top business process outsourcing firms like Genpact identified the opportunity in the domestic market around two years back and it still gives it revenues less than 5%.

Even other firms like Aegis, Serco acquired Intelenet have a strong presence in this market, which can be competition to WNS Global.