HCL’s BPO is heading towards a maturity level where a new form of BPO, called Transformational BPO, is evolving that constitutes Full Process Outsourcing and Multiple Process Outsourcing. HCL’s BPO serves customers in various industries including Telecom, Retail, Insurance, Banking & Financial Services, Hi-Tech & Manufacturing and Media, Publishing & Entertainment sectors, backed by Value creation, Global delivery processes, new Output-based Commercial Models, and Strategic Partnerships with clients.
HCL BPO services - An overview
HCL BPO was started in 2001. Today, with USD 231.4 million in revenue and over 11,100 professionals operating out of India, Northern Ireland and USA. HCL BPO runs 22 delivery centers across India, UK and USA and offers 24X7 multi-channel, multi-lingual support in eight European and eight APAC languages. HCL BPO’s focus verticals include Telecom, Retail & CPG, Banking & Financial Services, Insurance, Hi-Tech & Manufacturing and Media, Publishing & Entertainment. The company also services various areas of operations that include Supply Chain Management, Finance & Accounting Services, Knowledge & Legal Services, Customer Relationship Management and Technical Support Services. HCL BPO has the largest Telecom engagement in India and runs business processes for world renowned Clients in back-office services, particularly in the Telecom and Retail domain.
• The first Indian BPO to enter the Telecommunications Expense Management (TEM) market
• HCL BPO ranks among the Top 10 ITeS-BPO companies in India (NASSCOM & Dataquest)
• Largest BPO service provider in Northern Ireland
• Won the largest engagement in Indian BPO history
• Largest provider of Telecom BPO services in Asia
• First Indian BPO to be COPC certified for Collection Services
• Pioneered blended - shore operations for Indian BPO service providers
HCL BPO follows industry best practices and metric-based quality norms for all its processes. This is supported by robust technology infrastructure, strong human resources and a customized training program and transition framework.
With stringent internal metrics and audit systems, HCL BPO’s quality certifications include COPC 2000 (CSP Release 4.1), ISO 20000:2005, ISO 9001:2000, OHSAS 18001:2007 and ISO 14001:2004; Security Systems certification - ISO 27001:2005 and audit certification in SAS 70.
A snapshot of our BPO capabilities is given below: