Intelenet Global Services

Intelenet Global Services

Type	Private
Founded	11 October 2000
Founders	Tata Consultancy Services and Housing Development Finance Services
Headquarters	Mindspace, Malad West, Mumbai, India
Number of locations	35
Key people	Susir Kumar (chairman and Managing Director)[1]
Revenue	Rs. 10.62 billion ($ 234 million) (FY 2008-09)
Number of employees	31,000
Website	Official Website

Intelenet Global Services is a third-party Business Process Outsourcing (BPO) & contact center provider headquartered in Mumbai, India,^[2] backed by Blackstone Group.

The company offers 24/7 services for contact center, transaction processing, finance & accounting and human resource outsourcing services to Fortune 500 companies in the UK, US, Australia and India. Intelenet has 31000^[1] employees across 30 delivery centers globally in India, Philippines, Mauritius and US. Susir Kumar is the Managing Director and CEO. Intelenet's management team has been with the organization since inception.

The company's headquarters is in Mumbai, and operates from 30 delivery centers in Mumbai, Chennai, New Delhi, Gurgaon, Mauritius, Philippines, USA (Fargo, Campbellsville, Chesapeake) United Kingdom (Fort William, Plymouth) and Krakow. Domestic Operations operate in Mumbai, Gurgaon, Chennai, Bangalore, Pune, Kolkata, Mohali, Pondicherry, Dehra Dun, Lucknow and Patna.

Intelenet has won the contract of UIDAI for providing outsourced call centre services.^[3]

History

Intelenet Global Services was formed in October 2000.^[4] as a 50:50 Joint Venture (JV) between Tata Consultancy Services and Housing Development Finance Corporation Ltd. (HDFC) and started operations in November 2001.

In July 2004, TCS divested its 50% stake, which was purchased by Barclays Bank Plc one of Intelenet's biggest clients. By 2006, Intelenet had grown to over 5000 people with over 20 client relationships.

In 2006, Intelenet ventured into the India domestic BPO industry with its acquisition of Sparsh BPO Services from Spanco Telesystems.^[5] Intelenet is today the largest player in the domestic BPO market with over 18000 employees in 10 locations across India, providing customer management, outbound sales and analytics in the Banking and Financial Services, Telecom, Travel, Insurance, Retail and Government sectors.

In 2007, Intelenet's management team initiated a management buyout backed by Blackstone Group, a global private equity player.^[6] Blackstone group owns 75.98% of the stake at Intelenet; 19% is held by SKM (Employee) Trust and 5.02% by Housing Development Finance Corporation Ltd (HDFC).

In 2007, Intelenet acquired two companies in Travel and IT verticals - Upstream, a US-based BPO company with centres in Fargo, North Dakota, Chesapeake, Virginia and Campbellsville, Kentucky and Travelport ISO, the India based captive perations of the Travelport group.

In January 2010 Intelenet set up a delivery centre in Krakow, Poland.^[7]

2012 - Intelenet Global Services was acquired by Serco Group PLC.

2016 - Serco (Indian operations) was acquired back by Intelenet Global Services.

Awards and recognition

• In 2010, Its ranked 9th in Top-20 IT/BPO employer in India by NASSCOM.^[8]
• Ranked 12th in the NASSCOM Top 15 BPO Ranking for FY09-10^[9] and ranked 15th in the Dataquest Top 20 BPO Ranking 2009 by Dataquest magazine.^[10]
• Featured in the Fourth Deloitte Technology "Fast 50 India" 2008 program, which ranks the 50 fastest growing technology companies, public or private, based on percentage revenue growth over three years.
• Best Employer in India and Asia for 2009 by Hewitt Associates.^[11] Intelenet has been ranked amongst the Top 25 Employers in India as part of the Best Employers in India Study for 2009 conducted by Hewitt Associates in partnership with Outlook Business, a leading business magazine in India. Intelenet was also recognised as the Hewitt Best Employer in Asia 2009.^[12]
• Ranked 2nd among Large Organisations' at The Economic Times Best Workplaces in India for 2008 and 2009.^[13] The survey was conducted based on best practices and employee feedback. The 'India's Best Companies to Work For' - 2009 list was produced by Great Place to Work Institute, India in association with The Economic Times
• Ranked 23rd in IAOP's "Global Outsourcing 100 for 2009"^[14] and also featured in the Leaders Category of Global Outsourcing 100 for 2010
• Best Performers category in Global Services 100 List for 2009^[15]
• BPO Project of the Year 2007 at the NOA Awards 2007, an annual award by National Outsourcing Association, the UK's only outsourcing trade association
• TMC CRM Excellence Award 2009^[16]
• MVP Quality Award – Bronze for 2006, 2007 and 2008.^[17]
• Silver Position in the 'Best Contact Centre – Large Size' category at Contact Center World Awards 2008 – Asia Pacific organised by Contactcentreworld.com

References

1. "Top 20 IT-BPO employers in India : Rediff.com Business". Business.rediff.com. Retrieved 29 July 2010.
2. Cyber India Online Ltd. (8 September 2008). "Dataquest : Services & Solutions Superguide 08 : Intelenet Global Services : Not Home Alone". Dqindia.ciol.com. Retrieved 29 July 2010.
3. N Shivapriya (11 June 2010). "Intelenet bags UID call centre deal; outbids Wipro, Genpact - The Economic Times". Economictimes.indiatimes.com. Retrieved 28 September 2010.
4. "Intelenet Global Services Pvt. Ltd.: Private Company Information - BusinessWeek". Investing.businessweek.com. Retrieved 29 July 2010.
5. "Intelenet to acquire Spanco's Sparsh BPO biz - India Business - Business - The Times of India". Timesofindia.indiatimes.com. 1 December 2005. Retrieved 29 July 2010.
6. "Deals". VCCircle. Retrieved 29 July 2010.
7. Technology (16 March 2007). "MSN India - Intelenet launches centre in Poland". BPO Watch India. Retrieved 29 July 2010.
8. "Top 20 IT-BPO employers in India : Rediff.com Business". Business.rediff.com. Retrieved 29 July 2010.
9. http://www.nasscom.org/Nasscom/templates/NormalPage.aspx?id=57224
10. Cyber India Online Ltd. "DQ Top20 2009 ::Industry Overview". Dqindia.ciol.com. Retrieved 29 July 2010.
11. http://was2.hewitt.com/bestemployers/asia/english/index.htm/
12. "Hewitt Best Employers in Asia 2009 Study" (PDF). Regional Highlights Report. Retrieved 12 January 2015.
13. "Great Place to Work Institute". Greatplacetowork.com. Retrieved 29 July 2010.
14. "IAOP :: The 2009 Global Outsourcing 100". Outsourcingprofessional.org. Retrieved 29 July 2010.
15. "www.globalservices100.com". globalservices100.com. Retrieved 29 July 2010.
16. "2009 CRM Excellence Awards Winners Announced by Customer Interaction Solutions Magazine". Callcenterinfo.tmcnet.com. 31 March 2009. Retrieved 29 July 2010.
17. MVP Quality Award

External links

• Intelenet Official Website
• Intelenet launches centre in Patna for BSNL customers, Provides customer support for BSNL customers in Bihar and Jharkhand
• http://www.business-standard.com/india/news/intelenet-launches-centre-in-patna-for-bsnl-customers/456897/