India's Top ITeS and BPO Companies 2008

7/27/2019 India's Top ITeS and BPO Companies 2008

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India's

Top ITeS and BPOCompanies

2008


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Indias

Top ITeS and BPO

Companies

2008


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ContntPrfac .................................................................................. I

Forword .............................................................................. II

excutiv summary ................................................................III

Mthodology ....................................................................... IV

ITs and BPO Indutry Inight ................................................ V

Company Liting ............................................................ L1-L9


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I

PrfacDun & Bradtrt India i plad to rla th fourth dition of it prmiumpublication Indias Top ITeS and BPO Companies 2008. Th hartningrpon to th prviou thr yar publication, coupld with th tronggrowth that th Indian ITs-BPO ctor achivd, i rflctd in thi dition.Th 2008 dition fatur 228 compani, ncompaing captiv and thirdparty organiation. Whil our lction critria rmain unchangd, thnumbr of compani profild ha incrad.

Th robut growth of th Indian ITs-BPO indutry tartd with baiclow-nd work, and ha com a long way today - offring high nd knowldgrvic to clint acro th world, and mploying mor than 0.7 millionpopl. A pr NAssCOM, th ITs-BPO indutry rcordd rvnu growth

of 31.6%, amounting to Us$12.5 billion in FY08, of which xport rvnuaccountd for ovr 87%. Conquntly, th ITs-BPO indutry har of thcountry rvic ctor ha alo incrad to around 2.2% in FY08.

Howvr, whil India conomy i xpctd to continu to grow at a raonably halthy rat in FY09,givn th currnt global cnario, th Indian conomy i xpctd to low down too. Likwi, a fwadvancd conomi uch a th Us, Grmany, Italy, Franc and spain would rport d-growth by2009 according to th IMF. With thi in mind, it i xpctd that th ctor will b impactd - pciallyth BFsI vrtical (in th hort trm) which had born th brunt of th crdit crii in th Wt.

At th am tim, opportuniti do xit in th form of mrging vrtical uch a KPO, LPO and ePO.

Indian outourcing compani ar incraingly focuing on innovation, xploring nw gographi,nw product and rvic, and hnc moving up th valu chain. Globally, outourcing i now acritical part of a company tratgy for cot aving, flxibility, oprational xcllnc and rliability forachiving highr growth and profitability. Givn thir oprational maturity, Indian firm ar bt placdto tak advantag of th rquirmnt.

Dun & Bradtrt i confidnt that th publication will rv a rliabl and a rady rfrnc toolon India lading ITs-BPO compani. I hop you njoy rading Indias Top ITeS and BPOCompanies 2008 and look forward to rciving your uggtion.

Dr Manoj VaihPridnt & CeO - IndiaDun & Bradtrt


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II

ForwordI am happy to launch th fourth dition of Dun & Bradtrt publicationon th Indian ITs-BPO indutry, Indias Top ITeS and BPO Companies2008. With thi ky gmnt of th Indian conomy poid to rgitrtady growth, th publication will continu to b a valuabl rourc fororganiation conidring outourcing thir buin proc. It will alorv a a platform for th Indian BPO indutry to rach out to ky potntialclint. Dun & Bradtrt global footprint and markt rach will nurthat th publication njoy wid dimination.

Th currnt global lowdown ha had it ffct on variou conomi aroundth world. Dpit thi, th Indian conomy continu to prform bttr than

mot othr mrging conomi. According to th IMF rcnt updat,th world conomy i xpctd to grow at 2.2% in 2009, down from 5%in 2007, whil th advancd conomi would rport d-growth of 0.3%, down from 2.6% in 2007and mrging & dvloping conomi would grow at 5.1%, down from 8% during th am priod.Whil India conomy i xpctd to continu to grow at a raonably halthy rat in FY09, givn thcurrnt global cnario, th Indian conomy i xpctd to low down too.

Going forward, th global lowdown may alo opn up nw avnu for th Indian ITs-BPO indutrya global compani impactd by th financial mltdown look toward outourcing and offhoring aan altrnativ option to tackl th currnt crii in th long run. A th compani fac incraingprur on profitability, thy ar bound to look for olution that not only offr cot aving, but add

valu a wll. Today, Indian ITs-BPO compani ar in an idal poition to lvrag th xprtigaind ovr th lat dcad or o, to mt th rquirmnt.

Th publication, Indias Top ITeS and BPO Companies 2008, highlight th prformanc of thlading ITs and BPO compani in India and thir futur plan. I am ur that thi publication willprovid a wll-rarchd information ourc on th indutry.At Dun & Bradtrt, w will continu to ndavour to mt your xpctation from our publication. Ilook forward to rciving your fdback and uggtion.

David J. emryPridntIntrnational Partnrhip & Aia-PacificDun & Bradtrt


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III

excutiv summaryDun & Bradtrt India continu to upport th Indian ITs-BPO indutrythrough it publication, Indias Top ITeS and BPO Companies 2008.Th publication highlight th ky achivmnt of th ctor and it majorgrowth drivr. It howca th prformanc of lading ITs and BPOcompani in India and thir futur growth plan, thu highlighting th outlookfor th indutry.

Th ITs-BPO indutry ha takn th cntr tag of th Indian conomy andth growth of th ctor ha continud unabatd. Th indutry xprincdan ovrwhlming growth rat of 31.6% in FY08 y-o-y, thu proving that Indiai on of th mot favourabl outourcing dtination. Th 2008 dition of

Indias Top ITeS and BPO Companies profil a total of 228 ITs-BPOorganiation, including 20 captiv outourcing organiation.

som ky inight bad on an analyi of th urvy rult hav bn mntiond blow: Thecumulative employeebaseof the respondentcompaniesstoodat442,349which isabout63%

of th total Indian ITs and BPO mploy ba of 700,000 (involvd in BPO xport) a pr thNAssCOM timat. Th profild compani rgitrd a y-o-y growth of about 23% in trm of totalmploy ba

RevenueperemployeeoftherespondentcompaniesstoodatapproximatelyRs600,000p.a. ThehighestproportionofservicesofferedwastotheBFSIvertical.However,theBFSIsectorsshareof

th ovrall pi of rvic offrd by ITs-BPO compani droppd to 28% in FY08 from 31% in FY07.On th othr hand, vrtical lik aropac, govrnmnt & dfnc and rvic & logitic incradthir har

Inkeepingwiththediversificationtheme,outsourcingfirmsinIndiastrengtheneditsnewserviceofferingsthi yar a thy mov up th valu chain. srvic offring lik KPO, LPO, ePO and Larning aring a largr har of ovrall rvic offrd.

Chennai, the secondmost preferred location last year, emerged as themost preferred location fordlivry cntr a pr thi yar finding. Thi wa followd by Bngaluru. Mumbai, which wa th motprfrrd location lat yar, movd to third poition.

ThisyearsstudyalsoshowsthatTierIIcitiesaremakingtheirpresencefeltintheITeS-BPOindustry.Puneand Gurgaon wr placd at fourth and fifth plac rpctivly a compard to ixth and vnth latyar

Overthenext two years, ahighproportionofcompanies (45.7%)expect revenues fortheITeS-BPOctor to grow by 20-35% annually

Research&analysis,HRservicesandtranslationservicesareexpectedtoseehighgrowthoverthenext

two yar, whil BFsI, halthcar and tlcom ar th mot promiing vrtical

North Amrica and europ ky markt for ITs-BPO compani - ar xprincing conomic lowdownand that i bound to hav om impact on th ITs and BPO indutry a a whol. On th poitiv idthough, outourcing and offhoring ar mor likly to bcom an altrnat man for urvival for manycompani a thy focu on cot rationaliation - thu paving a path for long trm growth for th ITs andBPO indutry.

Th Indias Top ITeS and BPO Companies ri of publication will track thi ctor cloly a it volv.Dun & Bradtrt India will continu to nhanc thi publication to nur that it rmain th authoritativourc of information on th ITs-BPO indutry.

Kauhal sampatChif Oprating OfficrDun & Bradtrt India


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IV

MthodologyFor th 2008 dition of Dun & Bradtrt India (D&B India) prmir publication, Indias Top ITeSand BPO Companies, th liting paramtr ar mploy iz, rvnu, indutry vrtical andlocation.

Th initial lit of compani wa compild uing D&B India intrnal databa. Th databa waupplmntd with information gathrd through variou othr ourc lik indutry aociation,govrnmnt agnci and buin dirctori. Th 2,500 compani idntifid, wr thn contactdthrough dirct mailr, rmindr lttr, tlphon call, fax and mail apart from an invitationto participat through advrtimnt in India lading buin daili.

Th hort liting i primarily bad on mploy count and th total incom of th compani. A in ourprviou publication, th cut off for mploy rmain unchangd at 150. Th publication conidr

only th Indian mploy ba involvd in ITs and BPO opration for th company. Th cut off for totalincomealsoremainsunchangedatRs100mn.Thetotalincomeshouldrepresenttheincomederivedfrom th ITs and BPO opration only and hould b on tandalon bai. Thu, th compani witheitheremployeecountof150andaboveorturnoverofRs100mnandabovewereconsidered.

Thi dition continu to carry th Waiting in the Wings ction. Thi ction contain brif informationabout compani that do not mt th ligibility critria, but ar mrging and could form part of ournxt dition.

Although utmot car ha bn takn to incorporat th latt figur, in th abnc of rcivingrpon from crtain compani, w hav ourcd information availabl in th public domain uch a

company wbit, annual rport, quartrly updat, 10K filing, company prntation and o on.

Th mploy count in th publication i a on March 2008. Information wa collatd for a pcific timband of ix month to nur fair comparion of fact and figur, a many compani follow diffrntyar nd for financial rporting. Accordingly, a diclaimr ha bn addd whrvr ncary.

A tandardid rporting format ha bn applid for liting company profil in th publication.Compani, that did not rpond to th qutionnair or for tho whr updatd information wa notavailabl, hav bn xcludd from th comparativ liting.

Th ditorial tam would apprciat it if radr kp D&B India rgularly updatd rgarding kydvlopmnt in thir compani a and whn it occur.

each company faturd in thi publication ha bn allottd a D-U-N-s numbr (Data UnivralNumbring sytm), which i a uniqu idntification numbr. Thi will hlp radr locat and obtainfull fldgd information rport on th compani from th D&B databa.

W ar confidnt that our 2008 dition will prov vn mor uful than th prviou dition. W wouldb plad to rciv your valuabl fdback and uggtion, which will b incorporatd in th nxtdition. Your atifaction rmain our goal in Dun & Bradtrt journy toward xcllnc.


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ITeS and BPO

Industry Insights


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VI

ITeS and BPO Industry Insights

Thi ction attmpt to captur ky trnd and provid inight into th ITs and BPO indutry through

two ction. In ach ction, Dun & Bradtrt India (D&B India) prnt th inight drivd from a

dtaild analyi of data gathrd through primary and condary ourc. Th firt ction prnt

a global comparabl matrix prtaining to variou mrging outourcing dtination and India. Th

cond ction i an analyi of th primary rarch.

D&B India, in it qut to highlight indutry trnd and iu, gathrd firt hand information through

xcuting a qutionnair among th compani that ar faturd in thi publication. Furthr information

from rliabl condary ourc uch a annual rport, rgulatory filing, and data with indutry

aociation, rgulatory bodi, Govrnmnt wbit and variou nwpapr articl wa alo collatd.

Th information, o gathrd for analyi, i ud on collctiv bai to undrtand th changing

dynamic of th buin.

Section I

India outourcing rvic buin function rang from low nd call/contact cntr function to

high nd valu addd rvic lik financial rarch, markt rarch, LPO, product dvlopmnt,

and ePO to nam a fw. Many othr offhor dtination lik China, th Philippin and fw othr

Cntral/south Amrican countri ar poing a challng to Indian dominanc in th offhor indutry

and ar rapidly mrging a altrnativ offhor dtination. Gographical proximity and cultural

imilariti rult in tratgic buin advantag to th mrging countri. For intanc, Mxico,

with it gographical proximity to th Us; hav clor cultural affinity with th Hipanic population in

th Us, thrby hav an addd advantag for th compani to lvrag th bnfit. similarly, thEasternEuropecountrieslikeCzechRepublicalsoemergingasafavourablenear-shore/outsourcing

dtination for Wtrn europ countri.

With a viw to xplor th intrinic advantag ach outourcing dtination hold ovr othr, w

prformd a comparativ tudy among th lading offhor dtination. W took ix diffrnt

paramtr prtaining to th currnt buin nvironmnt, viz avrag annual alari, litracy rat,

information and communication tchnology (ICT) infratructur, working dmography and gographic

location advantag.


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VII

CountriesParameters

Annual Averagesalaries

Literacy Working Demography ICT Infrastructure Geographic Location / Proximity

India US$ 7,500 - 8,500 Adultliteracyrateofabout61.3%. EnglishandHindiaretheofcial

languagesofthecountry. Engineeringgraduatesyearlypass

out:About120,000-130,000 Sciencegraduatesyearlypassout:

320,000330,000.

About56-57%ofitspopulationintheagegroup

of20-59years.

Tele-Communication:

Above39.4mnxedlinesubscribers Above233.6mnmobilesubscribers

Internet:

Above81mninternetusers. Above13mninternetsubscribers Above3.1mnbroadbandsubscribers Oneofthelargestdomesticsatellitesystemswith

6satellitessupporting33,000verysmallapertureterminals(VSAT).

About10.30hoursaheadoftheUSEST(offshorelocation)

About5.30hoursaheadofGMT.

China US$ 7,000 - 8,000 Literacyrateofabout90.9%. LanguagesspokenareMandarin,

Yue,Wu,Minbei,Xiang,Gan,Hakka.

Chinahasabout57-59%ofitspopulationintheagegroupof20-59years.

Tele-Communication: Above365.44mnxedlinesubscribers Above547.28mnmobilesubscriber.

Internet:

Above210mninternetusers Above150.2mninternetsubscribers

Above66mnbroadbandsubscribers.

About13hoursaheadoftheUSEST(offshorelocation)

About8hoursaheadofGMT.

Philippines US$9,000-10,000 Literacyrateofabout92-93%. FilipinoandEnglisharetheofcial

languages.

Thecountryhasabout55-57%ofitspopulationintheagegroupof20-59years.

Tele-Communication:

Above3.9mnxedlinesubscribers Above51.79mnmobilesubscribers.

Internet:

Above5.3mninternetusers Above2.5mninternetsubscribers Above0.50mnbroadbandsubscribers.



Mexico US$16,000-18,000 Adultliteracyrateofabout91-93%.

About92.7%ofthepopulationspeakSpanish

Engineeringgraduatesyearlypassout:57,000-60,000

Sciencegraduatesyearlypass:

36,000-40,000

About50-52%ofpopulationintheworkingagegroupof20-59years

Tele-Communication:

Above19.7mnxedlinessubscribers Above66.6mnmobilesubscribers.

Internet:

Above22.8mninternetusers

Above5.8mninternetsubscribers Above4.5mnbroadbandsubscribers.

About1hourbehindtheUSEST(nearshorelocation)

About6hoursbehindGMT.

Malaysia US$16,500-17,500 Overallliteracyraterangesabout87-89%.

LanguagesspokenareBahasaMalaysia(ofcial),English,Mandarin,Tamil,Telugu,Malayalamandmore.

Malaysiahasabout49-51%ofitspopulationintheagegroupof20-59years

Tele-Communication:

Above4.3mnxedlinesubscribers Above23.34mnmobileusers.

Internet:

Above14.8mninternetusers Above4.9mninternetsubscribers Above1mnbroadbandsubscribers.



Brazil US$12,000-14,000 Literacyrateisintherageof84-87%.

Portuguese,English,SpanishandFrencharetheothermajorlanguagesspokeninBrazil.

Engineeringgraduateyearlypass

out:24,000-25,000 Sciencegraduatespassoutyearly:30,000-32,000

About55-57%ofitspopulationintheagegroupof20-59.

Tele-Communication:


Internet:

Above53mninternetusers Above7.9mninternetsubscribers Above6.7mnbroadbandsubscribers.

About3hoursaheadoftheUSEST(nearshorelocation)

About2hoursbehindGMT.

CzechRepublic

US$15,000-19,000 Literacyrateofabout99%. About94%ofthepopulationspeaks

Czech.

58-60%percentofthepopulationintheagegroupof20-59years.

Tele-Communication:


Internet:

Above4mninternetusers Above1.6mninternetsubscribers Above1.3mnbroadbandsubscribers.


About1houraheadofGMT(nearshoretoEurope)

Chile NA Literacyrateofabout94-97%. Engineeringgraduatesyearlypass

out:Around5,000-6000 Sciencegraduatesyearlypassout:

Around6,000-7000.

Chilehasabout53-55%ofitspopulationintheworkingagegroupof20-59years.

Tele-Communication:

About3.4mnxedlinessubscribers Above13.9mnmobilesubscribers.

Internet:

Above5.6mninternetusers Above1.3mninternetsubscribers Above1mnbroadbandsubscribers.

About2hoursaheadoftheUSEST(nearshore) About3hoursbehindGMT.

Source: Various global government & governing bodies websites, newspaper articles and D&B ResearchNote: ICT Infrastructure figures are as of CY07

Comparable Indicators of Leading Outsourcing Destinations


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VIII

Conclusion

Th tudy rval that India ITes indutry till hold cot advantag, banking on low wag and alary

cot. India ha th cond lowt ITes/BPO alary ba of about Us $ 7500 8500, jut littl abov

China ba of Us $ 7000 - 8000. Th country alo ha addd advantag of larg pool of vr

incraing tchnical graduat.

Th tabl abov clarly indicat that India ha inhrnt trngth that cannot aily b rplicatd by

othr dtination. India i on of th largt producr of englih paking graduat including

nginr and managmnt graduat. A high numbr of uch graduat man that compani can

offr highr valu-addd rvic to clint.

Whil compani in India do complain that thr i a hortag of mployabl graduat availabl

to thm, ducation intitut in India hav tartd focuing on providing tudnt with th rquird

kill for working in a highly comptitiv and global buin nvironmnt. A Indian outourcing

firm mov toward highr nd work, th kill will bcom incraingly critical for compani to

maintain thir comptitiv dg. Having aid that, India i xpctd to rmain th prim dtination for

outourcing /offhoring. Not jut bcau it i xtrmly comptitiv whn it com to alary cot, but

motly bcau Indian outourcing firm hav now maturd into truly global compani that can offr

bt in cla rvic at vry comptitiv pric.


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IX

Section II

Thi ction prnt an inight on th primary rarch conductd by Dun & Bradtrt, India (D&B

India). Th inight ar bad on 177 compani that hav rpondd to our qutionnair.

som ky highlight of thi tudy ar prntd blow.

Overall,177companies(forwhichinformationrelatingtomanpowerisavailable)haveatotalof

442,349employeesandcoversaround63%ofthetotalemployeebaseofIndianITeSandBPO

ctor of 700,000 (involvd in BPO xport) a pr th NAssCOM timat

Theprofiledcompaniesregistereday-o-ygrowthofabout23%intermsoftotalemployeesbase

TherevenueperemployeeoftherespondentcompanieswasapproximatelyRs600,000.

InFY08,theIndianITeSandBPOcompaniesclientportfolioincludedaround26%domesticclients

andaround74%internationalclients

For analyi purpo, w hav dividd th compani in thr catgori bad on thir rpctiv

mploy ba:

CategoryIHavingemployeebaselessthanorequalto500

CategoryIIHavingemployeebasebetween501to2,500

CategoryIIIHavingemployeebasemorethan2,500

The ten mammoths

Th two largt playr, in trm of numbr of mploy, xchangd poition from lat yar tanding.

Overall,thetop10companieshadatotalemployeecountof191,412whichisabout43%ofthetotal

mploy ba of rpondnt compani and about 27% of th total Indian ITs and BPO mploy

ba of 700,000 (involvd in BPO xport a pr NAssCOM timat).

Tabl 1: employ-wi Top 10 ITs and BPO CompaniCompany Employee Count

IBM Dakh Buin Proc srvic Privat Limitd 29,865

Gnpact 25,366

Intlnt Global srvic Privat Limitd 25,300

Agi BPO srvic Limitd 20,555

WNs Global srvic Privat Limitd 17,970

Firtourc solution Limitd 17,369

Infoy BPO Limitd 16,295

Mphai Limitd 15,000

Convrgy India srvic Privat Limitd 12,000

Citigroup Global srvic Limitd 11,692

Source: Survey Result


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X

The ITeS and BPO 80-20 rule

Th tudy rightly highlightd th fact that th Parto 80-201 rul appli to th ITs and BPO indutry

a wll, whn it com to total numbr of mploy. Th tudy rvald that 20% of th rpondnt

companiescoverabout82%ofthetotalemployeebaseoftheallrespondentcompanies,i.e.first46

companieshadacombinedemployeecountof363,648.

Chart 1: Th Top 50 Contributor in FY08


Whn w look at th profild top 50 ITs and BPO compani, th top 10 compani togthrcontribut ovr 27% to th total mploy ba of th Indian ITs and BPO ctor, whra rmaining

40companiescontributetoaround23%.

Lower than expected seat utilisation

Th avrag at utiliation of th profild compani tood at 1.15 122 compani hav 288,167

at and mploy 332,531. Th at utiliation of catgory I compani wa vry low at 0.8 mploy

pr at whra catgory III compani hav a at utiliation rat of 1.3 mploy pr at. Thiclarly indicat that th largr firm ar mor fficint and prudnt in trm of at utiliation in ordr

to improv thir margin. Gnrally, th day hift i ddicatd for th domtic buin, whil th night

hift i ddicatd for th intrnational buin.

Tier II cities making their presence felt

Thi yar tudy how a hift in th prfrnc for dlivry cntr amongt th profild ITs and BPO

1 Th Parto 80-20 rul tat that for mot vnt, 80% of ffct com from 20% of th cau.


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XI

compani. Chnnai, th cond mot prfrrd location lat yar, mrgd a th mot prfrrd

location followd by Bngaluru. Mumbai, which wa th mot prfrrd location lat yar, movd to

thirdposition.Asperthestudy,14.1%ofthedeliverycentresarelocatedinChennai,closelyfollowed

byBengaluruwith14%andMumbaiwith13.3%.

Th mot ncouraging fact brought out by thi yar tudy wa th apparanc of Pun and Gurgaon

in th top fiv dlivry cntr, poitiond at fourth and fifth rpctivly. Thi again highlight th

fact that th Indian ITs and BPO compani ar xpanding thir prnc in Tir II citi which offr

variou advantag - mainly lowr oprational cot.

Chart 2: Top Fiv Citi with Dlivry Cntr


Tabl 2: Prfrrd Location of Dlivry Cntr

City Region% of Delivery Centres in

FY07% of Delivery Centres in

FY08

Chnnai south 14.5 14.1

Bngaluru south 13.5 14.0

Mumbai Wt 15.4 13.3

Pun Wt 7.7 7.7

Gurgaon North 6.6 6.7

Hydrabad south 7.9 6.6

Dlhi North 8.6 6.6

Kolkata eat 5.6 5.8

Noida North 3.6 5.0

Ahmdabad Wt 2.6 2.7

Kochi south 2.1 2.2

Mangaluru south 0.6 0.6

Vizag south 0.6 0.6

Othr 10.7 14.0Source: Survey Result


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XII

som intrting inight rlating to dlivry cntr

Noidaregistered the highesty-o-ygrowthof 63% interms ofthenumberofdeliverycentresas

compard to lat yar publication, whra Dlhi rgitrd a dclin of 11%

On anoverall basis, considering the top 13 cities, the southern regionaccounts for 44.4% ofdlivry cntr, outdoing th othr thr rgion by a wid margin

Intermsofconcentration,thetopfivecitiesChennai,Bengaluru,Mumbai,PuneandGurgaon

accommodat 55.9% of th total dlivry cntr of ITs-BPO compani in th tudy

Thestudyrevealedthatabout59%oftherespondentcompaniesarefurtherplanningtoexpand

thir prnc in Tir II and Tir III citi. som of th prfrrd Tir II and Tir III citi includ

shimoga, Coimbator, Madurai, Bhubanwar, Myor, Guwahati and Jaipur

For category I companies, Bengaluru was the most preferred destinationfor setting up delivery

cntr, followd by Mumbai and Chnnai. Tir II city, Noida, wa fifth mot prfrrd location for

th compani

ForcategoryIIcompanies,Chennaiwasthemostpreferreddestinationfordeliverycentre,followed

by Mumbai and Bngaluru. Tir II citi, Gurgaon and Pun, wr fourth and fifth mot prfrrd

location for th compani

ForcategoryIIIcompanies,Bengaluruwasthemostpreferreddestinationfordeliverycentre,followed

by Chnnai and Mumbai. Tir II city, Pun, wa fourth mot prfrrd location for th compani

India moving towards offering high-end offshoring services

Of lat though, outourcing firm hav bgun to look at th highr nd of th outourcing pctrum.

Facd with incraing comptition and contant margin prur, judgmnt bad work (broadly

catgorid a highr nd and valu addd work) provid outourcing firm th opportunity to offr

rvic at much highr pric point. Firm ar now concntrating on thi nd of th pctrum a wll.

Thi i born out in our tudy a wll. In trm of rvic offrd, traditional BPO rvic continu to

b th mot popular rvic lin, with a har of 53.9% in th total rang of rvic offrd pi. Thrvic includ cutomr car, data captur/managmnt, contact cntr, documnt managmnt,

mdical trancription, claim procing and tchnical upport. But in comparion to lat yar tudy,

convntional BPO rvic hav lot thir har by almot 10% whra mrging rvic lin uch

a KPO, LPO, ePO and Larning hav incrad thir har conidrably. Thi again highlight th

fact that th Indian ITs and BPO compani ar moving toward providing mor high-nd rvic to

thir clint globally.


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XIII

Chart 3: srvic Lin wi Brak-up in FY08 & FY07


Tabl 3: srvic-wi brak-up of ITs and BPO Compani in FY08

Services Offered Service LinePopular Services

Lines (%)Services Offered Service Line

Popular ServicesLines (%)

Data Captur/Managmnt BPO 6.9 LegalResearch LPO 1.4

Cutomr Car BPO 5.8 stratgy Conulting KPO 1.3

Contact Cntr BPO 4.6 CAD/CAM Digning ePO 1.3

Documnt Managmnt BPO 4.6 EquityResearch KPO 1.2

Tchnical support BPO 4.5 Documnt Drafting LPO 1.2

email support BPO 4.2 Trancription Bad srvic Othr 1

Inuranc Claim Procing BPO 4 Lgal Trancription LPO 1

HumanResourceServices BPO 3.7 2D & 3D Modling ePO 1

Tl-Markting BPO 3.5 Litigation LPO 0.8

MarketResearch&Analysis KPO 3.2 Cour Digning & Modling Larning 0.8Financial Analyi KPO 3.1 supply Chain Managmnt Othr 0.8

Card/Chqu Procing BPO 2.9 Forign Languag Tranlation BPO 0.8

B2B Lad Gnration BPO 2.8 Patnt Filing LPO 0.8

BusinessResearch KPO 2.6 DerivativesResearch KPO 0.7

Mdical Trancription BPO 2.3 Drawing Digitiation ePO 0.7

Contnt Managmnt Larning 2.1 Re-Modeling ePO 0.6

-Publihing Larning 2.1 FixedIncomeResearch KPO 0.5

eCRM BPO 1.9 Copyright srvic LPO 0.5

RetailAnalytics KPO 1.7 IntellectualPropertyRights LPO 0.5

Contnt Convrion Larning 1.6 ReverseEngineering ePO 0.5

Taxation BPO 1.5 Clinical Trial Data Managmnt Othr 0.5

CBT/WBT Contnt Cration Larning 1.5 Othr Othr 11.1Source: Survey Result

Note: The services share is calculated on cumulative basis of all the services offered by the participating companies

Whil th mot popular rvic offrd by th catgory I and catgory II compani wa data captur/

managmnt, th catgory III compani prfrrd to offr cutomr car rvic th mot.


17/29

XIV

ITeS and BPO companies looking beyond traditional verticals

evn though BFsI rmaind th mot popular vrtical for th ITs and BPO compani, it

har in th variou vrtical in which ITs and BPO compani oprat dcrad to 28% a

compar to 31% in th lat yar tudy. similarly, th har of halthcar vrtical dcrad from

12% to 11%. On th othr hand, rtail & conumr vrtical har rmaind tabl at 11%.

Th vrtical that hav grown mot during th yar wr aropac, govrnmnt & dfn,

rvic & logitic and tlcom, incraing thir har a compard to th lat yar. Thi again

highlight th fact that th ITs and BPO compani ar widning thir horizon and coming up with

nwr rvic and olution in ordr to xploit opportuniti offrd by variou ctor.

Chart4:Vertical-wiseBreakupinFY07 Chart5:Vertical-wiseBreakupinFY08

Source: Survey ResultNote: The verticals share is calculated on cumulative basis of all the verticals served by the participating companies

Themanufacturingverticalregisteredthebiggestdeclineof13%y-o-ybasis

Theairlinesverticalgainedsubstantialy-o-ygrowth

For category I companies, BFSI and healthcare were the most popular verticals; for category II

compani, BFsI and conumr & rtail wr th mot prfrrd vrtical; and for catgory IIIcompani, BFsI and conumr & rtail wr th mot popular vrtical

Quality and process certification

Intermsofqualitycertifications,64%(147profiledcompanies)ofthecompanieshadsomekindof

quality or proc crtification. Amongt th, almot 90% (133 compani) hav om kind of quality

certificationinformofISOand/orBS7799.Besidesthis,around29%(43companies)havesomekind

of proc and/or complianc crtification including six sigma, seI CMMI, COPC and HIPAA.


18/29

XV

The industry positive about the growth in the next two years

Th currnt global mltdown ha mrgd a a nw challng for th ITs and BPO indutry. Th

ky playr in th indutry fl that th currnt mltdown will dfinitly hav om impact on th

prformanc of th indutry but thi will b a hort trm impact. Th blif i that th currnt cnario

opn up nw avnu for th ITs and BPO ctor in th long trm a many compani would look

to cut cot and hnc will look to outourc thir work. A pr th tudy, a majority of th playr,

45.7%,feelthattheindustrywillgrowatanannualrateof20-35%inthenextthetwoyears.Captive

playr ar a bit kptical about growth a a majority of thm fl that th indutry will grow by 15-20%

annually in th nxt two yar whra third party playr, who ar th drivr of th indutry, fl that

th indutry will grow at 20-35% during th am priod.

Chart 6: Indutry Growth in Nxt 2 Yar


A majority of th compani urvyd bliv that thir growth drivr in th nxt fw yar will b valu

addedservicesandopportunitiesinnewergeographies.Asaresult,variousresearch&analysis,HR

and tranlation rvic ar xpctd to b th growing rvic lin for th nxt two yar and BFsI,

halthcar and tlcom ar th mot promiing vrtical.


19/29

XVI

Emerging competition from other global outsourcing destinations is a worry

for some

Chart7:FactorsImpactingtheGrowthoftheIndustry Table4:IndustryAttritionrate

Source: Survey ResultNote: 1 being most important and 10 being least important

Th ITs-BPO indutry i facing th problm of talnt crunch. Contrary to lat yar major concrn of

wag inflation, hortag of killd manpowr turnd out to b th major concrn for th indutry a

pr thi yar finding. Howvr, it i furthr noticd that th catgory I xprd comptition from

mrging and cot comptitiv markt a thir cond major hurdl, whra catgory II and catgory

III compani fl labour attrition i hounding thir growth. Th tudy rvald that a majority of th

compani fl that th attrition rat i in rang of 20-35%.

Attrition Rate % of Companies

0-10 12.4

10-15 15.9

15-20 18.8

20-35 31.8

35-50 21.2



20/29

L 1Employee Size ListingIndias Top ITeS & BPO Companies 2008

Indias Top ITeS and BPO Companies

Sr No Company Name Employee Size

1 IBM Daksh Business Process Services Private Limited 29865

2 Genpact 25366

3 Intelenet Global Services Private Limited 25300

4 Aegis BPO Services Limited 20555

5 WNS Global Services Private Limited 17970

6 Firstsource Solutions Limited 17369

7 Infosys BPO Limited 16295

8 MphasiS Limited 15000

9 Convergys India Services Private Limited 12000

10 Citigroup Global Services Limited 11692

11 HCL Technologies Limited 11456

12 InfoVision Information Services Private Limited 10500

13 ExlService (India) Private Limited 10329

14 Reliance BPO Private Limited 10000

15 HTMT Global Solutions Limited 9299

16 HOV Services Limited 9022

17 3i Infotech Limited 8027

18 Sitel India Limited 6800

19 CBay Systems India Private Limited 5825

20 Omnia BPO Services Limited 5500

21 Steria India Limited 5074

22 3 Global Services Private Limited 5000

23 Pagepoint Services India Private Limited 4500

24 Tata Business Support Services Limited 4500

25 IGS Imaging Services (India) Private Limited 4449

26 i-flex Processing Services Limited 4294

27 Satyam BPO Limited 4207

28 Affiliated Computer Services of India Private Limited 4150

29 24/7 Customer Private Limited 4000

30 Brigade Corporation (India) Private Limited 3600

31 Tech Mahindra Limited 3445

32 Caretel Infotech Limited 3300

33 Optimus Global Services Limited 3000

34 Shell Transource Limited 3000

35 PAMAC Finserve Private Limited 2780

36 Perot Systems Business Process Solutions India Private Limited 2658

37 Macmillan India Limited 2551

38 Caliber Point Business Solutions Limited 2511

39 e4e Business Solutions India Private Limited 250040 Teleperformance India Private Limited 2500

41 Tricom India Limited 2500

42 Allsec Technologies Limited 2319

43 Sundaram Business Services Limited 2258


21/29


44 Quatrro BPO Solutions Private Limited 2232

45 Outsource Partners International Private Limited 2100

46 CLI3L e-Services Limited 2050

47 Allied Digital Services Limited 2025

48 iSmart BPO Services Private Limited 2000

49 Evalueserve.com Private Limited 1888

50 Fiserv India Private Limited 1807

51 Effort BPO Limited 1800

52 A D P Private Limited 1780

53 iGate Global Solutions Limited 1708

54 InterGlobe Technologies 1616

55 Vee Technologies Private Limited 1595

56 eClerx Services Limited 1527

57 Kale Consultants Limited 1512

58 Kankei Relationship Marketing Services Private Limited 1500

59 Scientific Publishing Services Private Limited 1500

60 Cambridge Solutions Limited 1490

61 Innodata Isogen Private Limited 1400

62 Ajuba Solutions (India) Private Limited 1304

63 InTouch Solutions Private Limited 1300

64 HTC Global Services (India) Private Limited 1256

65 Lionbridge Technologies India Private Limited 1250

66 IDS Infotech Limited 1150

67 Globerian India Private Limited 1085

68 Integra Software Services Private Limited 1052

69 Cameo Corporate Services Limited 1041

70 Delta Services (India) Private Limited 1000

71 Hero Management Service Limited 1000

72 Integreon Managed Solutions India Private Limited 1000

73 Ninestars Information Technologies Limited 1000

74 TIS-BPO Private Limited 1000

75 U T I Technology Services Limited 1000

76 Vision Healthsource India Private Limited 1000

77 Knoah Solutions Private Limited 936

78 BNKe. Solutions Private Limited 900

79 DiacriTech Technologies Private Limited 900

80 Fortune Infotech Limited 900

81 MMC Infotech Services Private Limited 900

82 Nittany Outsourcing Services Private Limited 900

83 R Systems International Limited 795

84 Amnet Systems Private Limited 750

85 Corbus India (Private) Limited 698

86 Ugam Solutions Private Limited 688

87 Zensar Technologies Limited 687

88 Tathya Dot Com Private Limited 685

89 Hi-Tech Outsourcing Services 677



22/29


90 Invensis Technologies (Private) Limited 675

91 AEL Data 652

92 Medusind Solutions India Private Limited 626

93 Crossdomain Solutions Private Limited 623

94 KPIT Cummins Global Business Solutions Limited 571

95 AuxiCogent BPO Solutions Private Limited 562

96 Technosoft Global Service Limited 550

97 Exevo India Limited 537

98 NIIT SmartServe Limited 524

99 K. G. Information Systems Private Limited 515

100 Scope e-Knowledge Center Private Limited 506

101 Motif India Infotech Private Limited 505

102 Trans Continental e-Services Private Limited 500

103 Domex e-Data Private Limited 495

104 RT Outsourcing Services Limited 483

105 Cross-Tab Marketing Services Private Limited 450

106 Mindcrest (India) Private Limited 450

107 Acclaris Business Solutions (Private) Limited 430

108 Annik Technology Systems Private Limited 430

109 Nucleus Netsoft & GIS (India) Limited 425

110 World Infotech Private Limited 415

111 Bhilwara Scribe Private Limited 400

112 Colwell & Salmon Communications India Limited 400

113 Competent Synergies Private Limited 400

114 Oceans Connect India Private Limited 400

115 Cleave Global e-Services Limited 384

116 SunTec Business Solutions Private Limited 379

117 Wave Online Infoway (Private) Limited 364

118 i-Data NTTF Integrated Services (Private) Limited 350

119 Impetus Consulting Private Limited 350

120 Mascon Computer Services Private Limited 350

121 Mobius Knowledge Services Private Limited 350

122 Nexus Connexions Private Limited 330

123 CSS Techenergy Limited 326

124 Moham Infosolutions Private Limited 320

125 Compucom Software Limited 300

126 EBS Worldwide Services Private Limited 300

127 Gamzen Software Private Limited 300

128 Softlogic Systems Private Limited 300

129 A N D Data India Private Limited 280

130 Blue Matrix Software Consultancy Private Limited 274

131 Efficient Data Processing Private Limited 270

132 SeaView Support Systems Private Limited 270

133 Astra Business Services Private Limited 260

134 Arshiya International Limited 250

135 Congruent Solutions Private Limited 250



23/29


136 Pradot Technologies Private Limited 250

137 Adarsh Solutions Private limited 240

138 Ascent Consulting Services Private Limited 240

139 Doshi Accounting Services Private Limited 240

140 VJIL Consulting Limited 230

141 G. K. Management Services India Limited 225

142 Global Proserv Limited 225

143 PharmARC Analytic Solutions Private Limited 222

144 Exemplarr Worldwide Limited 219

145 Open Mind Services Limited 215

146 Aranis Business Process Services Limited 200

147 Axis - IT&T Limited 200

148 Brickwork India Private Limited 200

149 Elsoft Technologies Private Limited 200

150 Healthoffice (India) Private Limited 200

151 IKF Technologies Limited 200

152 Info Care Digital System Private Limited 200

153 Ngenox Technologies Private Limited 200

154 Pioneer eServe Private Limited 200

155 iSN Global Solutions Private Limited 199

156 D C S Business Process Outsourcing Private Limited 197

157 Humsay I Global Services Limited 190

158 EmPower Research Knowledge Services (Private) Limited 187

159 GMT Teletech Private Limited 178

160 DigiVox Infoscribe Private Limited 175

161 Aranca 172

162 Medsoft India Private Limited 172

163 Prodat IT Solutions (India) Private Limited 170

164 Saral Software Solutions Private Limited 164

165 AbsolutData Research & Analytics Private Limited 162

166 Salient Business Solutions Limited 162

167 Quscient Technologies Private Limited 160

168 GSA Estate and Investment Private Limited 152

169 Aaragon BPO Solutions Private Limited 150

170 Axis Telecom Inc 150

171 Mantec Consultants Private Limited 150

172 Oriental Solutions Private Limited 150

173 T R S Forms & Services Private Limited 150

174 Pacific Ventures Private Limited 130

175 ISC IT Services (Private) Limited 112

176 Astra Netcom India Private Limited 40

177 Omega Health IT Solutions Private Limited 40



24/29


1 Chaque Jour Outsourcing Solutions (Private) Limited 5001-10000

2 Patni Computer Systems Limited 5001-10000

3 Sparsh BPO Services Limited 5001-10000

4 Adventity BPO India Private Limited 1001-5000

5 Apollo Health Street Limited * 1001-50006 ATS Services Private Limited 1001-5000

7 Datamatics Technologies Limited 1001-5000

8 Heartland Delhi Transcription & Services Private Limited 1001-5000

9 Ocwen Financial Solutions Private Limited * 1001-5000

10 Vertex Customer Services India Private Limited 1001-5000

11 Epicenter Technologies Private Limited 501-1000

12 Hurix Systems Private Limited 501-1000

13 Mediscribe India Private Limited 501-1000

14 Octagon Software Private Limited 501-1000

15 Raasi Callnet Private Limited 501-1000

16 Ace Software Exports Limited 150-500

17 Acusis Software India Private Limited 150-500

18 Ajaxdotcom Private Limited 150-500

19 Alden Prepress Services Private Limited 150-500

20 Byond Global Outsourcing Private Limited 150-500

21 Creative Global Services Private Limited 150-500

22 Cybersys Infotech Limited 150-500

23 Dewdrop Career Solutions Private Limited 150-500

24 Dhanus Technologies Limited 150-500

25 Ebix Software India Private Limited 150-500

26 Enter Technologies Private Limited 150-500

27 Excel Infoways Limited 150-500

28 Kaivalya Software Private Limited 150-500

29 Lalani Infotech Limited 150-500

30 LastPeak Data Private Limited 150-500

31 Lester Infoservices Private Limited 150-500

32 Macro Infotech Private Limited 150-500

33 Mercury Solutions Limited 150-500

34 Mold-Tek Technologies Limited 150-500

35 Preludesys India Private Limited 150-500

36 Quadrant Infotech (India) Private Limited 150-500

37 Rhombus Technologies Private Limited 150-500

38 Satellier India Private Limited 150-500

39 Seyyone Software Solutions Private Limited 150-500

40 Shaster Technology Private Limited 150-500

41 Tutis Technologies Limited 150-500

42 Universal Cyber Infoway Private Limited 150-500

43 Vennar Soft System Private Limited 150-500

44 Clutch Group Less than 150

45 Madhuvan Infotech Private Limited Less than 150

46 Olympus Infotech Private Limited Less than 150

Note: Listing is subject to availability of information

Note: * Employees for the year ended Dec 2007

Sr No Company Name Employee Size Bracket


25/29

L 6Revenue-wise ListingIndias Top ITeS & BPO Companies 2008

Indias Top ITeS and BPO CompaniesUpto Rs 100 mnSr No Company Name

1 A N D Data India Private Limited

2 Aaragon BPO Solutions Private Limited

3 Adarsh Solutions Private limited

4 Amnet Systems Private Limited

5 Blue Matrix Software Consultancy Private Limited

6 Chaque Jour Outsourcing Solutions (Private) Limited

7 Creative Global Services Private Limited

8 Cybersys Infotech Limited

9 D C S Business Process Outsourcing Private Limited

10 DigiVox Infoscribe Private Limited

11 EmPower Research Knowledge Services (Private) Limited

12 Enter Technologies Private Limited

13 Exemplarr Worldwide Limited

14 G. K. Management Services India Limited

15 Gamzen Software Private Limited

16 Global Proserv Limited

17 GMT Teletech Private Limited

18 GSA Estate and Investment Private Limited

19 HTC Global Services (India) Private Limited

20 i-Data NTTF Integrated Services (Private) Limited21 Info Care Digital System Private Limited

22 Invensis Technologies (Private) Limited

23 iSN Global Solutions Private Limited

24 Kaivalya Software Private Limited

25 Knoah Solutions Private Limited

26 Mantec Consultants Private Limited

27 Mediscribe India Private Limited

28 Medsoft India Private Limited

29 Mold-Tek Technologies Limited

30 Nexus Connexions Private Limited

31 Nucleus Netsoft & GIS (India) Limited

32 Open Mind Services Limited

33 Pioneer eServe Private Limited

34 Preludesys India Private Limited

35 Prodat IT Solutions (India) Private Limited

36 Quatrro BPO Solutions Private Limited

37 Quscient Technologies Private Limited

38 Rhombus Technologies Private Limited

39 Salient Business Solutions Limited *

40 Saral Software Solutions Private Limited

41 T R S Forms & Services Private Limited

42 Wave Online Infoway (Private) Limited

43 World Infotech Private Limited


26/29


Rs 100.01 mn to Rs 250 mnSr No Company Name

1 AbsolutData Research & Analytics Private Limited

2 Acclaris Business Solutions (Private) Limited *

3 Acusis Software India Private Limited

4 AEL Data

5 Ascent Consulting Services Private Limited

6 Astra Netcom India Private Limited

7 AuxiCogent BPO Solutions Private Limited

8 Axis - IT&T Limited

9 Byond Global Outsourcing Private Limited

10 Cameo Corporate Services Limited

11 Cleave Global e-Services Limited

12 Competent Synergies Private Limited

13 Compucom Software Limited14 Dewdrop Career Solutions (Private) Limited

15 DiacriTech Technologies Private Limited

16 Domex e-Data Private Limited

17 Efficient Data Processing Private Limited

18 Excel Infoways Limited

19 ExlService (India) Private Limited

20 Hi-Tech Outsourcing Services

21 Humsay I Global Services Limited

22 Hurix Systems Private Limited

23 iGate Global Solutions Limited

24 InTouch Solutions Private Limited

25 ISC IT Services (Private) Limited

26 Lester Infoservices Private Limited

27 Madhuvan Infotech Private Limited

28 Mercury Solutions Limited

29 Ninestars Information Technologies Limited

30 Oceans Connect India Private Limited

31 Olympus Infotech Private Limited

32 Omega Health IT Solutions Private Limited

33 Pacific Ventures Private Limited

34 Pradot Technologies Private Limited

35 Seyyone Software Solutions Private Limited

36 U T I Technology Services Limited

37 Vennar Soft System Private Limited


27/29


Rs 250.01 mn to Rs 500 mn

More than Rs 500.01 mn

Sr No Company Name

1 Annik Technology Systems Private Limited

2 Caretel Infotech Limited

3 Colwell & Salmon Communications India Limited

4 Crossdomain Solutions Private Limited

5 CSS Techenergy Limited

6 Effort BPO Limited

7 Exevo India Limited *

8 Fortune Infotech Limited

9 Healthoffice (India) Private Limited

10 IDS Infotech Limited

11 Integra Software Services Private Limited

12 K. G. Information Systems Private Limited

13 Medusind Solutions India Private Limited14 Pagepoint Services India Private Limited

15 PharmARC Analytic Solutions Private Limited

16 R Systems International Limited

17 RT Outsourcing Services Limited

18 Scope e-Knowledge Center Private Limited

19 Sundaram Business Services Limited

20 Technosoft Global Service Limited

21 Tricom India Limited

22 Universal Cyber Infoway Private Limited

Sr No Company Name

1 3i Infotech Limited

2 A D P Private Limited

3 Aegis BPO Services Limited

4 Ajuba Solutions (India) Private Limited

5 Allied Digital Services Limited

6 Allsec Technologies Limited

7 Cambridge Solutions Limited

8 CBay Systems India Private Limited *

9 Citigroup Global Services Limited

10 CLI3L e-Services Limited

11 Clutch Group

12 Corbus India (Private) Limited

13 Datamatics Technologies Limited

14 Dhanus Technologies Limited

15 e4e Business Solutions India Private Limited

16 eClerx Services Limited

17 Evalueserve.com Private Limited

18 Firstsource Solutions Limited

19 Fiserv India Private Limited


28/29


20 Genpact

21 Globerian India Private Limited

22 HCL Technologies Limited ~

23 HOV Services Limited

24 HTMT Global Solutions Limited

25 IBM Daksh Business Process Services Private Limited

26 IGS Imaging Services (India) Private Limited

27 IKF Technologies Limited

28 Infosys BPO Limited

29 InfoVision Information Services Private Limited

30 Intelenet Global Services Private Limited

31 InterGlobe Technologies

32 Kale Consultants Limited

33 Lalani Infotech Limited34 Macmillan India Limited

35 Moham Infosolutions Private Limited

36 MphasiS Limited

37 NIIT SmartServe Limited

38 Outsource Partners International Private Limited

39 PAMAC Finserve Private Limited

40 Perot Systems Business Process Solutions India Private Limited

41 Raasi Callnet Private Limited

42 Reliance BPO Private Limited

43 Satyam BPO Limited

44 Sitel India Limited

45 Steria India Limited

46 SunTec Business Solutions Private Limited

47 Ugam Solutions Private Limited

48 Vee Technologies Private Limited

49 Zensar Technologies Limited

Note: Listing is subject to availability of information

Note: * Total income as of Dec 2007

Note: ~ Total income as of June 2008

Sr No Company Name


29/29

Indias Top ITeS and BPO Companies 2008

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