Dell expands BPO services offerings

Dell BPO, the business processing outsourcing (BPO) services arm of Dell, the $63-billion global technology giant, is strengthening its service offerings. The company has started offering BPO services in finance and accounting (F&A), procurement and customer services.

The US-headquartered company, which entered the services space after its acquisition of Perot Systems in 2009, has traditionally been strong in the healthcare and insurance BPO space, in which it services mostly global clients. The company already offers F&A services to its parent company.

“We already have a large shared services centre which provides F&A services to Dell. We are now taking this expertise

and learning to our customers,” said Ashutosh Vaidya, Vice-President and global head (BPO), Dell.

Customer services and F&A account for about 60 per cent of India’s overall BPO exports. By expanding its services kitty, Dell aims to become a strong competitor to Indian BPO services providers, which are strong in these segments.

Vaidya added the company planned to incorporate analytics in its services offerings to offer more value to customers.

Dell offers BPO services from 10 global delivery centres, including two in India — Coimbatore and Chennai.

North America accounts for about 90 per cent of its BPO revenue. Dell does not give separate revenue data for its BPO services, a part of its services business.

Vaidya said the company also planned to enter the domestic BPO market to cater to sectors such as healthcare and insurance. “We are looking at opening a BPO unit in India in the next two years. This would focus on the domestic market,” he said.

Dell employs about 27,000 people in India, of which 12,000 work at the company’s services division, including the BPO.