Easier labour laws will help expansion of BPOs in smaller towns: WNS chief

In a Q&A, Keshav Murugesh, Group CEO of the NYSE-listed firm, says his company will continue to hire, but at a slower pace

While business process management (BPM) firms have transformed seamlessly into the work-from-home environment, WNS Global Services, a major player in this space, is looking at following a 'Hub-Edge-Spoke' delivery model in which tier-II and tier-III cities will find prominence. Keshav Murugesh, Group CEO of the NYSE-listed firm, tells Sai Ishwar that the company, which has over 65 per cent of 43,000 odd employees globally based in India, will continue to hire, but at a slower pace. Edited excerpts …

What is it like, selling BPO services to clients in the time of pandemic?

Most of our clients are located across