Indian ITeS and BPO Industry Outlook Preface|Foreword|Executive Summary|Methodology|Industry Report|Industry Insights|Interview Section|Company Listing|Launch Event|Editorial Team|Sponsors Alphabetical Listing Employee wise Listing Revenue wise Listing Location wise Listing Offerings Waiting in the wings - Alphabetical Waiting in the wings - Offerings Alphabetical Listing Location wise Listing Employee wise Listing Offerings Genpact Hinduja Global Solutions Limited Hi-Tech Outsourcing Services Quatrro BPO Solutions Private Limited

Dun & Bradstreet India continues to support the Indian ITeS-BPO industry through its publication ‘India’s Top ITeS and BPO Companies 2009’. This publication highlights the key achievements and the major growth drivers of the sector. It also showcases the performances and future growth plans of leading ITeS and BPO companies in India. In this edition of ‘India’s Top ITeS and BPO Companies’, 166 ITeS-BPO organisations have been profiled. The ITeS-BPO industry in India has been affected by the global recessionary conditions. However, it has focused on improving internal efficiencies, reducing costs and maintaining relationships with existing clients - and most importantly, begun diversifying aggressively on multiple fronts, in order to lessen the effects of turbulent market conditions. Further, the emergence of the domestic BPO market has opened up new avenues for the Indian ITeS/BPO sector.

• The cumulative employee base of the profiled companies is 393,341, which approximately 50% of the total Indian ITeS and BPO employee base of 790,000 (involved in BPO exports) according to NASSCOM estimates
• In keeping with the diversification theme, outsourcing firms in India have continued to strengthen their new service offerings and particularly higher end services. Service offerings such as KPO, LPO, EPO and e-learning have been seeing increased traction as a higher number of BPOs expand into these services. This is clearly indicated in our study, as the share of KPO services rose from 10% (as per our 2007 study) to 15% this year
• TThe BPO segment continues to draw maximum business, and remains the most popular service line, according to our study; the segment has a 54% share among the total services offered. However, the share of BPO is lower than what it was in 2007 and 2008.
• Among the various verticals served by the industry, the share of BFSI dipped to 16.6% this year from 28.2% in 2008 ; the healthcare vertical, which lost its share in 2008, notched up a few places in this year’s study
• Bengaluru, the second-most preferred location last year, has emerged as the most preferred location for delivery centres in this year’s survey findings - followed by Chennai and Mumbai
• The Indian ITeS-BPO companies continue to increase its presence in tier II and tier III cities. Among the respondents, 71.8% intend to develop centres in tier II and tier III cities
• A majority of companies feel that the ITeS and BPO industry will grow by more than 21% annually in the next two years. Deepening relationships with existing clients and offering valueadded services are the two major growth strategies adopted by the respondent ITeS and BPO companies
• Healthcare, telecom and BFSI verticals have been voted as the most promising verticals by companies as per our survey results

As North America and Europe – key markets for ITeS-BPO companies - are experiencing an economic slowdown, there has been some impact on the ITeS and BPO industry. However, in such a scenario, outsourcing and offshoring are likely to become more important for many companies as they try to attain cost rationalisation. In the long run, growth prospects continue to remain bright for the sector.

The ‘India’s Top ITeS and BPO Companies’ series of publications will track this sector closely as it evolves. Dun & Bradstreet India will continue to improve this publication to ensure that it remains an authoritative source of information on the ITeS-BPO industry.

Kaushal Sampat
Chief Operating Officer
Dun & Bradstreet India