Serco launches new Global BPO division

Serco, the international service company, today announced the launch of a new global BPO division that will improve the services Serco provides to its customers and enable it to target global opportunities both in the public and private sector. Also referred as the Global Services division within Serco, it heralds the emergence of a formidable top-tier BPO player, both within the international and Indian markets, with revenues in excess of $ 1 billion by the end of this year. Serco’s new BPO division reflects scale, depth of capabilities and the creation of a larger global delivery platform.

Incorporated as one of four business divisions within Serco, it brings together a number of BPO related operations and capabilities currently reported and managed in different Serco divisions. Thus it is an amalgamation of the contracts and companies that deliver business process services globally within Serco including Intelenet Global Services in India- a leading provider of business process outsourcing (BPO) services to the private sector around the world and a predominant player in the domestic Indian market; The Listening Company in UK; and Excelior in Australia - all leading providers of outsourced contact centre services in their respective domestic BPO markets.

The Global Services division has a workforce of around 50,000, over 150 clients, and a diversified footprint with a presence in 10 countries, 98 locations. The business will focus on five vertical markets – namely Banking, Financial Services & Insurance; Travel, Hospitality & Transportation; Healthcare, Utility, Retail & Manufacturing; Telecom, Technology & Online Services; and Media, Education & Government.

Tom Riall, CEO Designate, Global Services, Serco said, “The evolution of the Global Services division supports Serco’s vision to create a leading international Business Process Outsourcing Company. We will now be reckoned as an end to end service provider offering the complete spectrum of business services to customers in the public and private sector around the world, by combining Serco’s front end service capabilities along with world class middle and back-office capabilities. Furthermore, the Global Services division will work alongside other regional divisions in order for Serco to deliver fully integrated services for our customers, thereby making us a one-stop destination for existing & potential clients.

He further added, “As we speak, the integration of Intelenet with Serco is significantly done, and it has been extremely smooth without disruption to any of our operations or employees.”

Susir Kumar, Executive Chairman Designate, Global Services, Serco said, “Serco’s Global Services division which is focussed in the BPO space will be ending the year with revenues in excess of $1bn and will have over 50,000 employees delivering service across 10 countries. With this we would be potentially amongst the top 10 BPO players globally, amongst the top 5 BPO players in Europe, and amongst the top 4 India based BPO players and the largest supplier of services in the domestic India BPO market.”

Kumar added, “The core strategy of Serco’s Global Services division is centered on the pillars of consolidation, transformation and growth. About 40% of our businesses will be from the public sector and 60% will be from the private sector. About 60% of our revenues will come from delivery in onshore locations and about 40% will come from offshore delivery locations including India domestic business. About 20% of our revenues will come from the fast growing and emerging markets including India, Middle East, Australia and Africa and 80% will be from the developed markets comprising of US and UK-Europe. Having consolidated our BPO play, we will now focus on transforming the business and transition it to the next phase of growth. We will continue to acquire new skills and capabilities where they support extension into new markets and sectors and may explore entry into new markets like China, Africa, Latin and South America to acquire either specific areas of expertise or extend our geographic reach.”