Citigroup Global Services Limited

India’s Top ITeS and BPO Companies 2008
Citigroup Global Services
D&B D-U-N-S : 72-556-6736
223, Nesco Compound, Off Western Express Highway, Goregaon (East), Mumbai - 400063, Maharashtra
Tel: 91 22 67665000; Fax: 91 22 67665907; Email:; Website: www.citigroupglobalservices.
Service Line
Chief Executive Officer & MD
Rahul Singh
Quality & Process Certification
ISO 9001:2000, COPC Ver 4.1
ISO 20000, ISO 27001:2005,
India (Mumbai, Bengaluru, Chennai,
Delhi, Hyderabad, Kolkata and
Key Personnel
Sangeeta Chandran
Head, Corporate Communications
About the Company
IT Infrastructure
Citigroup Global Services Ltd
(CGSL), a captive ITeS/BPO organisation
was established in 1984. Formerly
known as E-serve International, CGSL is
the global processing centre for all Citi
entities. The company provides product
driven processing, call centre (inbound
& outbound) and technology services to
CGSL entities across 50 countries on a
24x7 basis.
CGSL has tie-ups with international
organisations for providing technology
infrastructure to its operations. The
company’s technology has been
designed as per the CGSL technology
guidelines and is a part of the CGSL
Global Network.
CGSL operates in the BPO, KPO
and LPO service lines. It works from
16 centres in India, located across the
country in four shifts. The company
served 97 international clients in FY08
as against 89 in the previous fiscal while
serving two domestic clients in both these
years. CGSL serves the banking, finance
and benefits & administration verticals.
The top revenue contributors for the
company were the North American
region with a 42% share, followed by the
domestic region with 27%, Europe with
26% and the Asia Pacific region with a
5% share respectively.
Products and Services
Services offered by the company
across its BPO division include, card/
cheque processing, contact centre,
data capture/management, document
management, email support, technical
support, tele-marketing, eCRM and few
other services. The other services include
services, such as collections & skip
tracing, risk analytics, risk prevention
& management, finance & accounting,
retail/corporate transaction, consumer
loans processing, skip tracing, system
implementation & testing, payment
processing and fund administration.
CGSL’s KPO services include business
research, financial analysis, retail
analytics and risk modeling. Under its
LPO domain, the company provides
litigation services.
CGSL service centre at Nesco, Goregaon
Quality & Process Certifications
CGSL has a number of certifications
that covers quality, service management,
business continuity management and
e-sourcing capability model for service
providers developed by Carnegie Mellon
University, USA. These certifications are
ISO 9001:2000, COPC Version 4.1,
IT Service Management: ISO 20000;
ISO 27001:2005; Business Continuity
Management: BS25999 and Pilot Site
for ESCM-SP V2.
HR Initiatives
CGSL has devised a number of
strategies for its employees. These include
daily team huddles; skip level meetings
apart from having flexible working
hours. The company also has a women’s
council to address the concerns of female
employees of the company. It also held a
family walkthrough at its Mumbai centre,
wherein the families of its employees got
their queries and concerns regarding the
company resolved.
Future Plans
diversifying into other service lines. Its
plans also include expanding to other
verticals such as insurance, financial
services, securities and brokerage. Going
forward, the company’s growth strategy
includes entering newer geographies,
forming JVs/alliances, setting up
overseas offices mergers & acquisitions,
among others. CGSL intends to grow
by 25% in FY09 and by 30% in the
subsequent one.