BPO to outsource to China, Vietnam

Motif Inc, the global business process outsourcing (BPO) provider with its base in Ahmedabad, is planning to outsource its non-voice transactions from India to China and Vietnam.

Non-voice transactions form 95 per cent of the company's operations which make for a much better cost efficiency in China and Vietnam.

Along with a cost-effective global delivery model, the company is also working on providing more language diversity and operational redundancy in its operations for which it has decided to open a delivery centre in eastern Europe. Some of the countries under consideration include Bulgaria, Poland, Hungary, Slovenia and Estonia.

"Eastern European nations have the advantage of having a considerable number of people being able to speak French and German which could enhance the company's reach in Europe where clients would appreciate the knowledge of English and a European language," said Kaushal Mehta, CMD, Motif India Infotech.

He also added that the company has acquired a large European company as a client which makes sense for it to expand base to Europe.

The company is also looking at inorganic growth for which it is eyeing the acquisition of an existing call centre in the US. The acquisition is expected to take place in the next 12-15 months and the company is setting aside $5-10 million for the same.

"The rationale behind looking for an acquisition in the US is that the company will be able to establish a stronger foothold in a huge market like the US. Also, the call centre's clients will automatically get transferred to Motif whose operations can then be shifted if required to the other centres in India and Manila," said Mehta.

The expansion plans include an increase in headcount from 500 employees to 1,000 in the next few years.

The company's BPO suite now comprises of knowledge-based transaction processing services including finance and accounting services; institutional investor services and reconciliation; HR services, including benefits administration and retirement services; and mortgage services, such as loans processing and personalised customer care services.