BPO Rankings: 20 | TCS BPO: Biting the BPO Bullet

Though TCS has trailed behind Wipro and Infosys on the BPO front, FY '06
began to change that, especially after the $23 mn acquisition of Comicrom in
Chile and formation of Diligenta (76% TCS stake) following a strategic JV with
Pearl Group's BPO division in UK for £486 mn. Comicrom facilitated TCS'
entry into global pensions BPO, boosted its Spanish capability and helped its
Latin American expansion. Pearl gave Diligenta expertise in the life insurance
and pensions industry. Result: Comicrom posted Rs 66 crore revenue, including a
big-ticket order from Chile's Bank of Santander. Diligenta accounted for Rs 49
crore. The acquisitions cemented TCS' position in platform-based verticalized
transactional BPO, while staying away from low margin voice-based business.
Previous acquisitions like AFS, WTI and Phoenix Global Solutions otherwise
beefed up the overall BPO business.

• AFS (acquired from Swissair two years back) offering travel and
  hospitality BPO set amalgamated into TCS
• Attrition rate of 7.3% against an industry average of 30% was a creditable
  achievement

	20
Director, Global BPO services: Milind Kamat

l Start-up
Year: 1968 l Processes: Finance and
accounting, customer care, human resources and supply chain l
Seats: 4,000 l Employees: 2,500 l
Facilities: 11 l Business Mix: Voice
(15%), Non-voice (85%) l Address: Plant No
12, Godrej & Boyce Complex, LBS Marg, Vikhroli (W), Mumbai 400079 l
Tel: 55503000 l Fax: 25185820 l
Website: www.tcs.com/bpo