BPO Rankings: 12 | VCustomer: Operation Derisk

One of the biggest setbacks for vCustomer during the year was the loss of the

HP account, which accounted for a big chunk of the company's revenues. A loss

of 1,200-seats is clearly reflected in the decline in revenue growth.

Nevertheless, the development led to a strategic shift towards de-risking by

reducing dependence on few key customers as it diversified into multiple

portfolios with 300-400 seat accounts each.

The company also shifted focus from providing simple customer support to

offering value added services like business analytics, business process

management and knowledge services. It forayed into new geographies and entered

the European market by setting up its first sales and marketing office in the

UK. What this meant was a shift from a 100% US-centric business to a 90:10 ratio

between US and Europe.

• Re-christened vC Labs (an independent entity) as vCustomer Technologies
  
  and merged it with vCustomer to provide strategic growth through value-added
  
  services
• Increased headcount by 700
• Acquired four UK-based clients (of the overall six)

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CEO: Sanjay Kumar

l Start-up

Year: 1999 l Processes: Technical

support, inbound sales, transaction processing, customer support, back office

operations, IT helpdesk l Employees: 3,000 l

Facilities: 4 l Address: B1/G3, Mohan

Coperative Industrial Estate, Mathura Road, New Delhi 110044 l

Tel: 4053200 l Fax: 41678537 l

Website: www.vcustomer.com