Aegis Profile
January 2009
Quick Snapshot
US$ 500 MM Integrated BPO Leader
Interaction Services
Back Office Services
Value Added Services
Status in the Tele-Services Industry
20+ years of service experience
Aegis is a Tier One contact center company which
has been rated in the Top 25 contact center
companies of the world (Source: Datamonitor)
Ranks among the Top Contact Centers in India (Source
: NASSCOM, Dataquest)
Expertise in Telecom, Banking, Insurance, Financial
Services and Healthcare
Aegis is owned by Essar Group
Parent Overview – The Essar Group
• Leading Pan-Asian Business
Conglomerate
• Projected Annual Revenue of US$ 18
billion for FY08
• Strong Balance Sheet with Equity Base
of US$ 10 billion
• Operations in 130 countries
Essar House, Mumbai, India
Telecom & BPO
Shipping
Power
Oil
Steel
Construction
Global Footprint
Centers
• 10 in the US
• 1 in Costa Rica
• 15 in India
• 5 in Philippines
• 1 in Kenya
Employee Strength: 31,000+
Seats: 20,000+
Current Client Profiles
Telecom
Insurance
Banking
Telecom
Healthcare
IT Hardware
Retail/CPG
Healthcare
BFSI
•
3 of the world’s Top 10
telecom companies
•
5 of India’s Top 6
telecom service
providers
Travel & Hospitality
•
5 Fortune 500
Banking and Financial
Services companies
•
2 of the worlds Top 5
Healthcare
Companies
•
2 of the Top 10 private
life insurance
companies in India
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Large Asian
Healthcare group
More than 50 Global 1000 Companies
Select Clientele - International
Industry Verticals
Telecom
`
Financial Services
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Healthcare
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Travel & Hospitality
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Retail / CPG
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Select Clientele - India
Industry Verticals
Telecom
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Banking
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Insurance
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Healthcare
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Computer Hardware
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Retail / CPG
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Growth Story:2003 - 2008
31,000 +, $ 500 m +
30,000
Aegis acquires People Support Inc.
Aegis acquires AOL India
24,000
No. of Employees
Aegis acquires Bharti
Teletech and Stesalit Infotech
18,000
19,027
$ 240 m
Aegis acquires
Global Vantedge
12,000
Aegis acquires Swift
Response, CFS and
Orion Dialog
13,132
Aegis acquires
Technion
$ 137 m
7,944
$ 94 m
6,000
Aegis acquires
eTelequest
3,637
2,432
Essar acquires Aegis Com
Group
Q4
Q1 Q2
2004
Significant Acquisitions
Q3
Q4
Q1 Q2
2005
Q3 Q4
Q1 Q2
2006
Q3
Q4
Q1 Q2
2007
Q3
Q4
Q1 Q2
2008
Q3
Q4
2009
Indian BPO Industry
Anil Modi
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History of BPO in India
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Drivers of Industry - Then
• Captives lead the way – Comfort of home
• Non customer facing tasks – No threat
• Large labor pool availability – Labor arbitrage
• Bandwidth availability – Low Technology Challenge
• Initial trials very successful – Expands with more trials
• IT as established outsourcing practice
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Circle of Need
Telemarketing-Negotiation &
Closing
Inquiry Handling
Demand Management
Payroll Benefits
Accounts Payable
Accounts Receivable
AR/AP
General Ledger
Tax Management
Treasury and Risk
Management
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Reporting
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Policy
Administration
Document Management
Enterprise
Services
Human Capital
Finance and
Regulatory
Facilities Mgmt./
Admn.
IT
Claims Processing
Payroll
Benefits
Education and
Training
Hiring and Recruiting
Personnel
Administration
Supply
SupplyManagement
Management
Billing
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Evolution of providers
Competitive Advantage
“Make Me Money”
Business
Value
Transformational
Effectiveness-Focused
“Make It Better”
Efficiency-Focused
“Make It Cheaper”
Enhancement
~5%
~15%
Ability to
demonstrate
all models to
our clients
Utility
~80%
Relationship Complexity
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Current Landscape
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Future Outlook
The Indian BPO industry is poised to grow nearly five-fold to $ 50 billion by 2012, a
study by India's National Association of Software and Services Companies
(Nasscom) and consulting organization Everest Group.
The Indian BPO industry employs about 700,000 people across 25 countries and
accounts for about 40 % of the total global BPO offshore market. The industry aims to
provide direct employment to over 2 million people in next five years in India alone.
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Skills – To deliver BPO
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Agents
Team Leads
Supervisors
Hr Manager
Quality Auditor
Accounts
Operations Managers
Account Managers
Other corporate functions like Sales & Marketing &
Finance
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Infrastructure – To deliver BPO
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Clean floor layout to accommodate desk banks
Desk Space ~ 70 sq ft
TL/Supervisor Space at bank head
HR, QA and Accounts within easy access of all banks
Canteen, Recreation Area in separate area
Secured Access
Data Center
PC’s, Phones and LAN
Telecom connectivity
Internet connectivity
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Pricing Models
• Manpower based ($/FTE, $/Payroll Hr)
• Utility based ($/minute on call)
• Transaction based ($/transaction)
• Cost + basis (Cost + $)
• Base + Performance ( Base ± Variable)
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Reasons to Outsource – Greatest Value
• Flexibility
• Focus on Core Business
• Improve control on process
• Reduce Cost
• Improve Scalability
• Shared Learning
Reasons to Outsource – Challenges Faced
• Transfer of Corporate culture
• Adaptation of contracts to future needs
• Closure of feedback cycle for improvement
• Risk of unknown with a new partner
Thank You
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