Call Center Services, Outsourcing Services, Outsourcing Projects
Aditya Birla Minacs has come up with an innovative business model- 'Connect India ' for the evolving business scenario wherein the main growth in the Indian telecom sector will come from tier 2/3/4 towns with lower Average Revenue Per User (ARPU). This new model is essentially a hub and spoke model and has taken care of the costing challenges in addition to the accent diversity management.BPOVoice spoke with Milind Godbole, President of Operations - Asia Pacific, Aditya Birla Minacs to know more about this new model ‘Connect India’. Below are the excerpts :
Do you think that the – 'Connect India' model might become a game changer in the Indian domestic BPO market?
Yes it will. This model has been architected as a pro-active response to the trend of reducing ARPUs in the Telecom industry. It will not only force reduction of the cost of service but will also ensure best in class customer service for the Indian customer, which has been rather absent till now.
Can there be any role for the existing Rural BPO s in the proposed model?
Yes, in this transformational journey, several alliances can get formed provided we have the right IT infrastructure in place. We intend to have existing rural BPOs align with us in our pan India approach.
How will ' Connect India ' deliver better in terms of DR (data recovery)/BCP (business continuity planning)?
‘Connect India’ is a distributed delivery model and will create a mesh structure connected to a regional hub. This is designed to address the basic need of DRP and BCP in the technical architecture itself.
How long would you be able to sustain the early mover’s advantage and where do you expect the competition to come from?
We are likely to see this model and mindset getting implemented and deployed with likeminded and experimental service providers. Early mover advantage and competition is not something that we are worrying about. Priority for us is the benefit which our clients will get by implementing this model.
You recently inaugurated your new delivery center at Aurangabad. What are the expectations and is there any time frame set for that?
Aurangabad center was inaugurated last month in Nov. This center is our hub in western India and spokes are likely to get established over a period of next 6-9 months based on our clients’ requirements and response to the ‘Connect India’ model.
A few major outsourcing companies boast about having a significant percentage of their revenue from the domestic BPO sector? Can you shed some light on your roadmap about the same?
We do not look at India as a domestic market. We think about it as another geography just like we think about North America, EMEA etc.
We remain committed to India business as we believe that Indian companies are ready to experiment and value game changer models to beat their competition.
There are reports that you plan to hire 3000 employees in the next six months. Is it just the post recession decision or is it because of the new proposed model?
Out of the 3000 employee plan, 1000 employees have been hired in Aurangabad and next 2000 will get hired over next 3-9 months based on our client ramp-ups. These will be primarily hired at the spokes that we will be launching in tier 3 and 4 towns.
About Milind Godbole :
Milind (popularly known as 'MG') brings Minacs 20 years of rich and varied experience having driven excellence in strategy and service delivery, while managing complex and large scale operations in IT, mobile telephony and BPO. At Aditya Birla Minacs, MG is responsible for executing business strategy and directing the overall performance and growth of our organization in the Asia-Pacific region.
MG was formerly the Chief Operating Officer of MphasiS (part of EDS, an HP company) where he was instrumental in growing the business from 10 individuals to a team of 13,500+ through a well designed transformational delivery engine, which helped clients address their business needs. He served on the board of MsourcE India. He has worked with Fortune 500 clients across various industries in the United States, EMEA, and India to implement successful business process optimization strategies.