Convergys confident about India growth

NEW DELHI: BPO major Convergys is confident about India's growth story, which is one of the reasons behind the firm investing over $25 million (about Rs 157 crore) in centres and real estate in the country. "Convergys is an American company, but we are making such huge investments. As we speak, we are investing almost $25 million plus in our real estate. So there is positivity and investments do not happen without commitment of growth. I'm very bullish and positive," Convergys managing director and country manager (India and UK) Hanumant Talwar told PTI.

When asked about the investments in real estate, Talwar said the firm is expanding its centres, re-modifying some of its real estate as well as planning to add more centres. On hiring, he said: " Yes, positively. We are constantly hiring. At our Facebook page, everyday we are literally asking more people to join us. Our clients have been kind to provide us additional business. We are also adding new clients."

Without revealing the number of people Convergys intends to take on-board, Talwar said on an average the firm hires about 500-600 people every month. Stressing on the need for government support, especially in infrastructure and education, for the BPO sector, he said the industry is contributing about 5-6 per cent of the gross domestic product ( GDP) of the country and government support will also help in bringing in more investments in India.

"It is predominantly an export-oriented industry, which gets us a lot of global revenue and I think that's the need of the hour for economy (Indian) today. To get the rupee in control, get additional investments," he added. On challenge from countries like Philippines and Mexico, Talwar said in his view, competition always helps in growth as it makes one more focused and efficient.

He, however, said the the Latin American countries are growing due to influx of Spanish speaking and Philippines has an edge on the Voice. "But, India, while continues to maintain Voice business, we are also adding agent services, which are multi-channel or omni-channel because all our clients today want to get into omni-channels business.

"These clients are on chat, they are on e-mail, they are also on various other social media networks and that clearly giving us the opportunity to further build," he added. Besides analytics, many Indian firms are providing risk modelling, high-end insurance and healthcare support, which are specialised services and is giving a lot of edge in terms of future growth.

On the opportunities that BPO industry provides in the country, Convergys Director (Business Development) Sanjit S Bal said BPO industry is the single largest direct employment generator in India.