The Bonding Champ

Accenture India stands out among BPO units of IT firms as it is probably the
only company that has truly leveraged its overall client relationships so much
to get BPO work. Most of its BPO clients are its clients for either IT or
consulting or both. While a lot of that work comes as integrated IT-BPO work,
even in cases where it is a standalone BPO, Accenture has still managed to
leverage the relationships.

In phramaceutical sector, for example, its large clients such as Wyeth and
Bristol-Myer Squibb have also outsourced their clinical data management work to
Accenture, which it delivers largely out of India. It also does similar work for
Japanese pharma firm Eisei. This is one area where none of the other Top20 BPO
companies (except TCS) have any play.

Its other clients that it serves out of India include AT&T, AIG, and First
Horizon. In insurance, it also renewed contract with RSA (previously called
Royal & Sun Alliance). In FY 08, it had signed a contract with BT to provide
F&A service out of India, which it ramped up last year. Its other clients in IT
that it serves out of India include Unilever, Citi, Thomas Cook, Best Buy,
Microsoft, Bank of America, JP Morgan Chase, Barclays. Most of them have either
been working with Accenture BPO or are exploring the possibility of extending
the relationship. For example, AT&T is a huge customer service client as well.
Microsoft also outsources its F&A work to Accenture. First Horizon is a client
for its procurement services. Telstra is one large customer service client that
it serves out of India.

RANK 11	Accenture BPO (India)
	Pankaj Vaish, global lead, BPO, delivery (based in India) Prithvi Shergill, lead, HR, Accenture India (overall) Rekha Menon, lead, geographic services, Accenture India (overall)
PG Raghuraman, lead, delivery centers for BPO in India
FACTSHEET
l Start-up Year: 1987 l Employees: 12,500 l Address: 4/1 IBC Knowledge Park, Bannerghatta Road, Bengaluru 560079 l Tel: 0804106000 l Website: www.accenture.com/india
HIGHLIGHTS
Partnered Indian School of Business for Accenture Management Development Academy Tied up with Indira Gandhi National Open University to develop a diploma program, which is tailored to produce workforce for the BPO industry Opened a BPO delivery center in Noida India BPO delivery head PG Raghuraman is rumored to have been given additional charge for developing India BPO business

Last year, thanks to the slowdown, Accenture did see some shift in pricing
models as many clients shifted from fixed-fee contracts to variable contracts or
a mix of fixed and variable fee contracts.

Accenture, which was one of the first companies to go to the Philippines way
back in its early days, also saw voice clients preferring the location,
sometimes over India. This affected headcount rise but India is emerging as
value hub. About 25% of its BPO revenues come from knowledge services most of
which is delivered either onshore or from India. Accenture saw a mild rise in
headcount in India last year. Almost one-third of Accenture employees in India
work for BPO. DQ