The Most Preferred KPO & BPO Companies In India, July 2023

www.ciolookindia.com VOL-07 2023 The Most Preferred KPO & BPO Companies in India Sourcing Sense Looking Ahead Challenges and Opportuni?es for the Future's Outsourcing Industry The Evolu?on of the Modern KPO and BPO Companies Transforming the Global Industry into the Knowledge Economy

EXEMPLIFYING OUTSOURCING INDUSTRIAL STRENGTH OF INDIA I ndia has emerged as a global hub for outsourcing services, particularly in the fields of Knowledge Process Outsourcing (KPO) and Business Process Outsourcing (BPO). The country's skilled workforce, cost- effective solutions, and proficiency in English have attracted numerous companies from around the world. In this exclusive edition of CIOLook India, we will explore some of The Most Preferred KPO and BPO Companies in India, showcasing their excellence in delivering high- quality services and driving business growth. Vibatel Solutions Pvt. Ltd. is a global professional services firm with a significant presence in India. Known for its domain expertise, advanced analytics capabilities, and digital transformation solutions, Vibatel offers end-to- end BPO services across various industries, including banking and financial services, healthcare, and manufacturing. These companies are just a few examples of the most preferred KPO and BPO service providers in India. They exemplify the country's strengths in delivering high-quality, cost-effective, and innovative outsourcing solutions. Editor's Note BizsolIndia Services Private Limited is one of the largest and most renowned IT services and consulting companies in India. It offers a comprehensive range of BPO services, including customer support, finance and accounting, human resources, and supply chain management. BizsolIndia has consistently demonstrated its commitment to innovation, operational excellence, and customer satisfaction, making it a preferred choice for many global businesses. With a focus on domain expertise, technological advancements, and customer satisfaction, these companies have consistently set industry benchmarks and continue to shape the outsourcing landscape in India. Also added in the edition are two trendy articles curated by our editorial team to enhance your outsourcing industry outlook. Read on and enjoy! Insol Technoheight Pvt. Ltd. is a leading global consulting and IT services company that also excels in the BPO domain. With a focus on delivering value-added services and improving operational efficiency, Insol Technoheight has established itself as a trusted partner for organizations seeking cost-effective and scalable outsourcing solutions. - Kedar Borgaonkar

CONTENT 18 to Excellence and Client Sa?sfac?on Bizsolindia Services Your Perfect Business Knowledge Outsourcing Partner in Strategy 08 Insol Technoheight Offering Unwavering Commitment Vibatel Solutions Pvt. Ltd. Revolu?onizing Outsourcing World with Innova?on 24 Sourcing Sense The Evolu?on of the Modern KPO and BPO Companies Transforming the Global Industry into the Knowledge Economy 14 ARTICLES Looking Ahead Challenges and Opportuni?es for the Future's Outsourcing Industry 22

The Most Preferred KPO & BPO Companies in India I N D I A Pooja M. Bansal Editor-in-Chief in India CONTENT FOLLOW US ON www.twitter.com/ciolookindia www.facebook.com/ciolookindia/ Managing Editor: Kedar Borgaonkar Assisting Editor : Gaurav PR Wankhade Company Featuring Brief WE ARE ALSO AVAILABLE ON Auquall BPO offers result driven services that empower business and enhance the credibility and profitability of the company. Gaurav Sawhney, Owner DESIGN Auquall BPO Visualizer: Sandeep Tikode Art & Design Director: Rashmi Singh Associate Designer : Sameen Arif CONTACT US ON Promoted by a group of professionals, Bizsolindia provides end-to-end solutions in all commercial matters and related software. CMA Ashok Nawal, Founder Bizsolindia Services Pvt. Ltd. Email sales@ciolookindia.com For Subscription www.ciolookindia.com SALES Aanchal Anil Rawal, Director Clevora Global Outsourcing Services Clevora provides business process outsourcing solutions to small and large scale establishments. Sr. Vice President : Swapnali Vasaikar Sr. Sales Manager : Tejaswini Whaval Team Leader : Suraj Gadekar Copyright © 2023 CIOLOOK India, All rights reserved. The content and images used in this magazine should not be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission from CIOLOOK India. Reprint rights remain solely with CIOLOOK India. Insol Technoheight is a fast-growing global BPM service provider that understands business operations has its challenges and provides end-to-end business process solutions that deliver results. Mr. Supreet Singh Saluja, Director and Founder Insol Technoheight Pvt. Ltd. BDE : Akshay Dokh Vibatel is a one of the leading outsourcing solutions providers, serving clients in India and across the world. Anand Kumar PVS, Founder and CEO Vibatel Solutions Pvt. Ltd. TECHNICAL Technical Head : Prachi Mokashi Technical Specialist: Rajeshwari Avhad Technical Consultant : Tanaji Fartade sales@ciolookindia.com SME-SMO June, 2023 Research Analyst : Renuka Kulkarni SEO Lead : Nikita Khadalkar Cover Price: Rs.200/-

The Most Preferred KPO & BPO Companies in India A Bizsolindia Services growing business finds itself entangled in a maze of tech-intensive or knowledge-intensive processes. If not tackled adeptly, they become a bane rather than being boon. In these cases, it becomes imperative and sensible for the companies to outsource their business processes to the most trusted and leading KPO/BPO firms like Bizsolindia Services Pvt. Ltd. evolve innovative and practical solutions. That can be benchmarked against measurable parameters in real-time. And they are flexible enough to meet the challenges of changing times. Making Businesses Lean Your Perfect Business Knowledge Outsourcing Partner in Strategy Outsourcing the organisation's non-core functions helps it become leaner in the competitive environment. Outsourcing brings some unique advantages to the table like, Ÿ Freeing up existing workforce for value-added jobs. Ÿ Cost Effectiveness. Ÿ Restricted liability related to long-term contractual obligations. Ÿ Maintain continuity in operational activities. Ÿ Assists in Quick scaling of operations. Bizsolindia Services is promoted by professionals who provide end-to-end solutions in all commercial matters and related software. According to the Founder, CMA Ashok Nawal, “Our expertise is available to our clients locally where and when they are needed.” What makes Bizsolindia distinctive is the way the team applies its knowledge to analyze and evolve innovative and practical solutions. Bizsol is an organization driven by a team with rich and varied experience in all managerial disciplines concerning business for 26 years. What makes Bizsolindia distinctive is how the team applies their knowledge. To analyze and (8) (9) July | 2023 July | 2023 www.ciolookindia.com www.ciolookindia.com

CMA Ashok furthers that they help clients streamline operations, reduce costs and enhance business efficiencies. Also, they have extensive experience executing business functions and processes in the local business environment. strategic planning on Direct and Indirect Taxes and Foreign Trade Policy. He has imparted training to the officials of the Central Excise department. He was also one of the recognized trainers for Officers of the Sales Tax Department during the introduction of MVAT in Maharashtra. He has imparted training in seminars organized by various corporates, industry associations, and professional bodies like ICAI-CA, ICAI-CMA, ICSI, etc. He is a business advisor to several multinational companies and Indian corporates. He is a regular speaker in various lectures/seminars arranged by Bizsol on Budget, Foreign Trade Policy, etc. Seamless Service Delivery. Trusted Partner to the Industry for over 20 years.” Ÿ Ÿ A League of Stalwarts He says, “We deliver whatever it takes.” The team of professionals with enormous experience in Indirect Tax, Foreign Trade Policy, FEMA, Legal, Outsourcing etc., includes five Core Team Members. These are: *CMA Ashok Nawal: The Founder is a fellow member of the Institute of Cost & Management Accountants of India. A practising Cost and Management Accountant, CMA Ashok has over 38 years of industry exposure in Indirect Tax, Foreign Trade Policy, FEMA, etc. *Mr Pravin Arote: has completed his Post Graduation in Commerce. Having a passion for Foreign Trade, he went on to pursue his interest and completed the Diploma in Export Management. He has over 35 years of experience in Foreign Trade, Accounts, Finance, HR, Taxation, Outsourcing, Management, and General Administration matters. Before joining Bizsolindia, he worked in senior management positions with renowned corporates like Piramal, Demech Group of Companies, etc. There he handled a varied portfolio of businesses. He is currently assigned the function of Director and Chief Executive Officer. With his versatile experience in various industrial segments, he is instrumental in facilitating Bizsol to achieve its goal by ensuring the implementation of the organisation's policies and keeping its value systems intact. His experience is of great value to our customers. He is responsible for ensuring their deliverables by leading and managing the entire operations function across India. He is also the Independent Director of M/s Katalyst Software Services Ltd. Before founding this company, he had worked with renowned corporates like Mahindra, Piramal and Jain Group of industries. He has imparted training to the officials of the Central Excise department. He has also imparted training in more than 500 seminars/webinars organized by various corporates, industry associations, and professional bodies like ICAI-CA, ICAI-CMA, ICSI, etc. SMART Strategic Alignment Telling more firm’s offerings and aspects that make it stand out in the cutthroat competition, CMA Ashok says they provide SMART Services to their clients, which can be described below: CMA Ashok is Managing Committee Member of ASSOCHAM and also Committee Member of No of Trade and Industry Associations. Management Accountants of India. He has imparted training to the officials of the Central Excise department. He is the most preferred speaker in the seminars of no of industry associations and professional institutes. CMA Ashok is a regular speaker in various lectures/seminars arranged by Bizsol on Budget, Foreign Trade Policy, etc. He has authored various articles in professional journals and magazines on varied subjects. He is one of the contributors to several suggestions implemented by the Central Board of Excise and Customs (CBEC) and the Ministry of Commerce for the liberalization and simplification of laws. Currently is heading the Taxation Committee of the ICAI-CMA, which assists and advises the policy makers for devising tax reforms in India. He is an ex-member of the task force for drafting the SEZ Rules and revamping the EOU scheme and Regional Advisory Committee of Excise Commissionerate. *CA Preeti Kulkarni: An associate member of the Institute of Chartered Accountants of India, Preeti graduated from Mumbai University in Commerce. She is a partner in MPAS & Associates, Chartered Accountant. She has over 12 years post qualification experience in Direct and Indirect Taxes and Foreign Trade Policy. Her expertise lies in internal audits for various companies for compliance with indirect taxes, direct taxes, Foreign Trade Policy and related matters. She also undertakes statutory audits and Transfer Pricing assignments. She also handled various cases of EOU, SEZ, and STPI–from set up and operations to closure. *CA Manoj Malpani: Fellow member of the Institute of Chartered Accountants of India and Institute of Cost & Management Accountants of India. He is Sr. Principal Advisor. He is also a partner in MPAS & Associates, Chartered Accountant. He has more than 15 years of experience in Strategic planning, Advisory and Audit Services w.r.t. Direct and Indirect Taxes, and Foreign Trade Policy for newly set up and existing enterprises. He specializes in Indirect Tax, Foreign Trade Policy, and Transfer Pricing matters. He has conducted workshops and training on Central Excise, Customs, Service tax, Foreign Trade Policy, and Transfer Pricing. He is regular faculty for seminars and Training programs on Indirect taxes, Foreign Trade Policy, Budget Amendments etc., arranged by Industry associations, the Institute of Chartered Accountants of India and the Institute of Cost & He adds, “Aspects which are embedded in us and make who we are: Ÿ Dedicated 300+ Experienced and Qualified Professional Team. Ÿ Multi-location Presence. Ÿ Knowledge Driven Organization. Ÿ Value Added Services. Ÿ Single Point Contact. Ÿ Personalized Attention. *CA Manoj Behede: is a Fellow member of the Institute of Chartered Accountants of India and an associate member of the Institute of Cost & Management Accountants of India. He is the Director of Bizsolindia Services Pvt. Ltd. and Senior Partner in MPAS & Associates, Chartered Accountant. He has more than 25 years of experience with corporate exposure comprising more than 15 years in From Concept to Completion During his corporate stint, CMA Ashok observed that there is a range of advisors. But there is no one in the domain who advises and implements. With this objective in mind, he started Bizsolindia in the year 1997. The idea began by providing Concept to Completion Services way back in the year 1997. From there on, there was no looking back. (10) (11) July | 2023 July | 2023 www.ciolookindia.com www.ciolookindia.com

He believes in advising and implementing and does not shy to take the responsibility thereof. adding value to the process instead of just outsourcing. We are doing that.” As an experienced leader, CMA Ashok shares his opinion on how adopting modern technologies like AI and ML impacts the outsourcing solution space and how Bizsol adapts to the change. He says, generally, in Global Business Process Outsourcing, AI has a huge impact on the business. Bizsol deals with outsourcing processes and assists its clients in streamlining operations, reducing process costs, and enhancing business efficiencies. He states, “We take care of clients’ complete process starting from setting up of their system till their final outcome. We free our clients from their routine operational matters so they can focus on their core business. Further, our process outsourcing is topped with advisory services, which makes our services more unique.” Bizsolindia is well-equipped. It has a team of smart people who prepare in-house software. It is also used by Bizsol's clients in their day-to-day operational matters. It impacts their business positively by reducing the time required to complete the process accurately. Sharing his vision for scaling the firm’s offerings and operations in the future, CMA Ashok reveals that they envision being a trusted and respected professional firm helping customers to do business in India with ease and assisting them in maximizing their bottom lines while being fully compliant with the laws of the land. “With this vision, we intend to be one of the biggest outsourcing companies in the field of Taxation, Company Law, FEMA, Foreign Trade Policy, and Legal matters,” he concludes. CMA Ashok is proud to have most satisfied clients like Johndeere, GE Aviation, Skoda – VW, Sunpharma, Emcure, Dr Reddy’s, LG, Serum and many more who availing their services since long. CMA Ashok Nawal and Bizsolindia’s Hall of Fame: Outsmarting Obstacles Founder of Bizsolindia CMA Ashok B Nawal has been awarded “Maharashtra Ratn Puraskar 2023” by MahaSewa for establishing the promising brand in the field of Finance, Taxation and Costing by the hands of Hon Shri Minister Deepak Kesarkar - Minister for Ministry of Education and Ministry of Marathi Language and Hon. Shri Mangal Prabhat Lodha - Minister of Tourism of Maharashtra on 29th January 2023 at Mumbai. Ÿ According to CMA Ashok, in the current service industry, companies are facing the challenges namely: Skilled Workforce: To overcome this, Bizsol is imparting in-house training in the company every Saturday. It is mandatory for employees to attend. A training Co-ordinator is identified. They take care of the training process with the help of the HR Team. He adds, “The methodological approach towards training helps to enhance the skill set of our team members.” Control Over the Outsourcing: CMA Ashok says they have identified Single Point Contact per Each Project. The identified person will know the project's operations, process and difficulties to make communication easy for the client. Knowledge Transfer: At the initial stage, they develop the SOP for the process, which the team is bound to follow. Monthly Review Meetings with clients are taken. These help the senior team to identify the difficulties and improvements if any. Ÿ Bizsolindia has been recognized as a ‘Promising Brand in the field of Finance, Taxation and Costing’ by MahaSewa. Ÿ Ÿ “Best Employer for Persons with Disabilities” in Small Category by ASSOCHAM during their 3rd Diversity & Inclusion Excellence Awards & Conclave 2022. Ÿ Ÿ Value Added Processes He advises budding entrepreneurs aspiring to venture into the process outsourcing solution space. He says, “Keep (12) July | 2023 www.ciolookindia.com

Sourcing Sense I nothing short of transformative. These companies have played a pivotal role in reshaping the global industry by harnessing knowledge-driven services and enabling businesses to focus on their core competencies. n the fast-paced global business landscape, the rise of Knowledge Process Outsourcing (KPO) and Business Process Outsourcing (BPO) companies has been the Modern Modern and BPO Companies the Global Industry the Knowledge Economy The Evolution KPO and Transforming Transforming the into Evolution of The of the Companies Industry Economy The term “KPO” encompasses a wide range of high-value and knowledge-intensive services that demand specialized skills and expertise. These services may include financial analysis, market research, data analytics, legal and intellectual property research, engineering design, and much more. into the On the other hand, “BPO” companies provide a variety of business services, including customer support, technical support, human resources outsourcing, finance and accounting, data entry, and back-office operations. Early Beginnings of Outsourcing The seeds of outsourcing were sown several decades ago when companies started delegating repetitive and non-core business functions to external service providers. Initially, the focus was on labour-intensive tasks in sectors like manufacturing and textiles. This early form of outsourcing, often referred to as Business Process Outsourcing (BPO), primarily aimed to reduce operational costs and increase efficiency. The Emergence of KPO - Adding Knowledge and Expertise As businesses recognized the value of specialized knowledge, a new breed of outsourcing services began to emerge in the late 1990s. This gave rise to Knowledge Process Outsourcing (KPO), which involved delegating high-value, knowledge-intensive tasks that required domain expertise and analytical skills. KPO services expanded beyond traditional BPO functions and encompassed fields such as market research, financial analysis, legal services, data analytics, and scientific research. The Offshore Advantage - India's Dominance India quickly emerged as the preferred destination for outsourcing services due to its vast pool of highly skilled professionals, cost-effectiveness, and proficiency in English. The country's IT infrastructure and a large English- speaking workforce laid the foundation for the rapid growth of both BPO and KPO companies. (14) (15) July | 2023 July | 2023 www.ciolookindia.com www.ciolookindia.com

As a result, India became synonymous with outsourcing and transformed the global industry landscape. Today, India is synonymous with global business-knowledge hub. Its outsourcing leaders caters to all the renowned multinational corporations worldwide. specialized services tailored to specific sectors, such as healthcare, legal, finance, and information technology. This expansion of offerings has strengthened the position of KPO and BPO companies as dynamic and versatile partners for businesses across various domains. SUBSCRIBE TODAY Knowledge Economy and Value Creation Further, there are the most preferred KPO and BPO companies in India, with their unique strengths, notable achievements, and the diverse range of services they offer. They showcase the exceptional quality services and solutions that are evolving at par with international benchmarks. The modern KPO and BPO companies have played a transformative role in driving the global economy towards a knowledge-based paradigm. By enabling businesses to focus on their core competencies and leveraging specialized knowledge, these companies have facilitated value creation, increased efficiency, and fostered innovation. The knowledge economy, in turn, has spurred economic growth and empowered businesses to remain competitive in an increasingly interconnected world. KPO companies in India have excelled in delivering tailored solutions to meet the diverse needs of their international clientele. India's BPO industry has grown exponentially over the years, backed by a talented workforce proficient in various languages and equipped with modern communication technologies. Embracing Sustainability and Social Responsibility Technology and Digital Transformation As the role of KPO and BPO companies has evolved, so has their approach towards sustainability and social responsibility. Many companies are now prioritizing ethical practices, promoting diversity and inclusion, and implementing eco-friendly initiatives. They recognize their responsibility to positively impact the communities they operate in and contribute to global efforts towards sustainability and social welfare. The advent of digital technology and the internet further propelled the growth of KPO and BPO companies. Technology-enabled solutions streamlined processes, enhanced communication, and facilitated seamless collaboration across borders. Cloud computing, artificial intelligence, robotic process automation, and big data analytics revolutionized the outsourcing industry, making it more agile, data-driven, and efficient. The evolution of modern KPO and BPO companies has been nothing short of remarkable, transforming the global industry into a knowledge-based economy. From early cost- saving measures to strategic partners driving value creation and innovation, these companies have reshaped the outsourcing landscape. From Cost Savings to Strategic Partnerships Modern KPO and BPO companies have transcended their initial role as mere cost-saving measures and evolved into strategic partners for businesses worldwide. As they demonstrated their expertise and domain knowledge, clients began to entrust them with critical functions integral to their growth and success. Today, these companies actively collaborate with their clients, offering strategic insights, process optimization, and innovative solutions that impact business decision-making. As they continue to embrace digital transformation, diversify their offerings, and prioritize sustainability, KPO and BPO companies are poised to remain key players in shaping the future of the global knowledge economy. Their relentless pursuit of excellence and commitment to knowledge-driven services will undoubtedly fuel the growth of businesses worldwide in the years to come. Stay in the known. Subscribe to CIOLOOKINDIA CIOLOOKINDIA Magazine www.ciolookindia.com Diversification of Services Get in print and digital on Gaurav PR Wankhade The evolution of KPO and BPO companies has led to a diversification of services, catering to a wide range of industries and verticals. While core functions like customer support and finance remain crucial, companies now offer (16) July | 2023 www.ciolookindia.com

The Most Preferred KPO & BPO Companies in India With its expertise, application of cutting-edge technology and scalable solutions, Insol Technoheight helps its customers thrive in breakneck competition. Offering Unwavering Commitment to Excellence and Client Satisfaction T oday, with the vast spread of businesses around the globe and the demand to fulfil changing customer requirements, handling and managing all the processes now becomes a matter of tight-rope walking. His deep understanding of industry dynamics, trends, and best practices has allowed Technoheight to navigate the complexities of the outsourcing landscape successfully. He has a proven track record of success in project management, process optimization, quality management, and client relationship management. Under his guidance, the company fosters a culture of innovation and client-centricity. When asked what differentiates Insol from its competitors, Supreet says, “Our team members are our greatest assets and biggest differentiators. Our team members and their passion and dedication are what sets us apart.” Fortunately, this challenge has been successfully tackled by the outsourcing industry, offering reliable and top-notch solutions. With a wide range of companies to choose from, it becomes essential for customers to carefully select an organization that not only delivers comprehensive solutions but also provides cost-effective services. Insol Technoheight Pvt. Ltd. is a great choice for outsourcing services, positioning itself as one of the best in the industry through quality assurance and customized solutions. With its expertise, application of cutting-edge technology, and scalable solutions, the company helps its customers thrive in breakneck competition. Today, Insol Technoheight has over 100 employees working from a state-of-the-heart delivery center operating 24×7 with high data security. “Majority of our clients are funded start-ups, middle market, or enterprise companies and tech- based companies from across the globe,” informs Supreet. Currently headquartered at Udaipur, Rajasthan, India, Insol Technoheight is trusted by clients including Apollo, Audience View, Bikky, Insticator, Kruze Consulting, Workstream, Vroom and many more organizations from 25 countries worldwide. A Skilled Leader The Director and Founder of Insol Technoheight, Mr. Supreet Singh Saluja, with his strategic vision and leadership, plays an instrumental role in the company’s success. He has over 12 years of experience in the outsourcing industry and brings a wealth of expertise and knowledge to the table. When asked about the motivation behind his inception into the outsourcing industry, he says, “Inspiration behind starting a business in the outsourcing industry is a combination of multiple factors, including market opportunities, expertise, passion, and a desire to provide valuable services to businesses in need.” Mr. Supreet Singh Saluja, Director and Founder Insol Technoheight Pvt. Ltd. (18) (19) July | 2023 www.ciolookindia.com www.ciolookindia.com

Excellent Services and Solutions Communication and collaboration: As cultural differences, language barriers, and geographical distances can hamper client collaboration, establishing clear communication channels, leveraging technology tools, and conducting regular meetings or check-ins are necessary. Identifying specific areas within outsourcing operations where AI can be effectively implemented, focusing on repetitive, rule-based, time-consuming, or data analysis tasks. Evaluating the availability and quality of data required for AI implementation and ensuring the necessary infrastructure and systems are in place. Developing in-house AI expertise by training or hiring data scientists, Machine Learning engineers, and AI specialists. Partnering with AI solution providers specialising in relevant AI technologies, leveraging their expertise, tools, and platforms to accelerate adoption. Piloting Projects and Proof of Concepts to validate the feasibility and effectiveness of AI implementation, refining strategies and gathering feedback before scaling up. Continuously monitoring AI performance, gathering feedback, and iterating to optimize results, assessing the impact on efficiency, quality, customer satisfaction, and business outcomes. Ÿ Being one of the best outsourcing service providers, Insol offers a comprehensive range of services. The company delivers exceptional value and standout solutions to its clients with these services. It has a diverse portfolio covering data entry, management, annotation, virtual assistance, content moderation, and lead research. The company also has a team of experts in various domains, ensuring superior results. Ÿ Data Security and Confidentiality: Sharing sensitive data and confidential information with external parties can pose risks, and the company has taken robust data protection measures. They support the use of secure file-sharing systems and the establishment of non-disclosure agreements (NDAs). Ÿ Ÿ Additionally, the company stays at the forefront of technology and leverages cutting-edge tools and software. It not only prioritizes quality assurance but also offers scalability and flexibility, showcasing a proactive approach to ensure client satisfaction. Moreover, the company fosters open communication and places a high priority on cultivating long-term partnerships. processes and gather actionable insights. Upgrade systems, expand physical facilities, or leverage cloud-based solutions to handle increased demand and accommodate growth. *Talent Acquisition and Development: Along with the strategic planning, hiring and retention of the employees play a great role in building the company. Effective recruitment strategies, competitive compensation packages, positive work culture, and training and development opportunities are some of the major steps to take. Client Satisfaction: Balancing expectations, deadlines, and project requirements requires clear communication, realistic timelines, and proactive issue resolution. The company has started regular progress updates and milestone reviews to strengthen client relationships and build trust. Ÿ Ÿ Embracing Technology Legal and Compliance Considerations: The company must stay updated on relevant laws, engage legal counsel, and ensure compliance with data protection, labour, and intellectual property regulations. For that, transparency and ethical practices are carried out. As AI and ML technologies continue to advance, the potential for automation and their impact on the outsourcing industry becomes more apparent. Outsourcing firms must adapt by embracing AI, upskilling their workforce, and exploring new service offerings and business models to remain competitive. Those that innovate and evolve alongside AI will thrive in this rapidly changing landscape. Facing Barriers *Well-thought Partnerships and Customer-centric Approach: Collaborate with strategic partners and leverage their expertise, resources, and networks. Also, ally with complementary businesses to expand offerings or access new customer segments. Beyond this, customers are vital and catering to their needs is also very important. For that, gather customer feedback, analyze data, and continually adapt offerings to meet evolving needs. Given the scenario, Insol faces several challenges and with the help of experts, the company manages to tackle them for positive outcomes. Envisioning Future For a better future for any organization, planning is necessary. Supreet also thinks scaling operations and offerings requires a well-thought-out strategy and careful planning. For that, he envisions the following ways to achieve the same: Quality Control: To overcome this significant challenge, Insol establishes clear quality standards, creates and shares detailed project specifications, and conducts regular quality checks. Moreover, it focuses on effective communication and feedback loops. Insol has implemented several steps while adapting to AI: Understanding AI Capabilities, staying updated on the latest advancements and trends, and fully grasping its potential applications and benefits in the outsourcing industry. Advising Aspiring Leaders Ÿ *Strategic Planning: A comprehensive growth strategy is needed to cater to the firm’s vision and goals. It will include identifying target markets, assessing market trends, and determining the firm’s unique value proposition. Supreet shares advice with individuals aspiring to excel in the outsourcing sector. He suggests thoroughly researching the market, identifying niche opportunities, and developing a unique value proposition. Further, he recommends building a reliable network of vendors, prioritizing quality and continuous improvement, and establishing strong communication and collaboration channels. *Market Expansion: Expanding the business is one of the key factors for any organization’s growth. It includes exploring opportunities in new markets or geographical regions and adapting services that suit the target market’s needs. Market research is also important to understand local customer preferences, competition, and regulatory considerations. As industry changes are inevitable, Supreet mentions staying agile and adaptable to industry changes. Marketing is an important aspect of the brand growth; he also suggests investing in marketing and branding efforts. And the principal element of achieving success is to embrace ethical and responsible practices. *Technology Adoption and Scalable Infrastructure: Technology adoption is a must to increase operational efficiency and customer experiences. Invest in scalable systems, automation tools, and data analytics to streamline For more information, please visit https://www.technoheight.com/ or email at info@technoheight.com. (20) (21) July | 2023 July | 2023 www.ciolookindia.com www.ciolookindia.com

Looking Ahead T across various sectors. As the world continues to evolve and embrace digital transformation, the future of the outsourcing industry presents both significant challenges and promising opportunities. Here, we are going to explore the key challenges faced by the outsourcing industry and the potential opportunities that lie ahead as it adapts to the changing landscape of global business. Challenges and Opportunities for the Future's Outsourcing Industry Focus on Customer Experience political climates may influence companies' outsourcing strategies and lead to shifts in outsourcing destinations. Businesses need to be agile and prepared to adapt to geopolitical developments to mitigate potential risks. he outsourcing industry has become an integral part of the global economy, driving efficiency, cost- effectiveness, and specialization for businesses Providing exceptional customer experiences can set outsourcing companies apart from their competitors. By prioritizing customer satisfaction, outsourcing providers can foster long-term relationships with clients, garner repeat business, and build a strong reputation within the industry. Cultural and Language Barriers Cultural and language differences can present challenges in communication and collaboration between outsourcing partners. Effective cross-cultural training and language proficiency are essential to foster productive working relationships and ensure smooth outsourcing operations. Expansion to Emerging Markets As traditional outsourcing destinations experience rising costs, emerging markets present attractive opportunities. Countries in Africa, Southeast Asia, and Eastern Europe offer skilled workforces, favourable cost structures, and untapped potential for the outsourcing industry. Challenges: Opportunities for the Future's Outsourcing Industry: Data Security and Privacy Concerns India has emerged as a global hub for Knowledge Process Outsourcing (KPO) and Business Process Outsourcing (BPO) services, offering a myriad of advantages that have attracted companies from around the world. With a vast pool of skilled professionals, a robust technological infrastructure, and cost-effectiveness, India has consistently been the preferred destination for outsourcing business processes and knowledge-based tasks. One of the most pressing challenges for the outsourcing industry is ensuring data security and privacy. As businesses entrust sensitive information to external service providers, there is a growing concern about data breaches and cyberattacks. Outsourcing companies must invest in robust cybersecurity measures, comply with data protection regulations, and build trust with clients by demonstrating their commitment to safeguarding confidential information. The success of KPO and BPO companies in India can be attributed to several factors. First and foremost is the availability of a highly skilled and educated workforce. India produces a large number of graduates and postgraduates in various fields, including engineering, finance, medicine, and business administration, creating a talent pool capable of handling complex tasks across different domains. KPO Expansion Additionally, the competitive cost advantage of outsourcing to India remains a significant draw for international companies seeking to optimize their operational expenses without compromising on quality. This cost-effectiveness, combined with the high level of service delivery, has enabled Indian KPO and BPO companies to establish long- term partnerships with global organizations, earning their trust and loyalty. Rising Labour Costs in Traditional Outsourcing Destinations The future of outsourcing lies in knowledge-based services. KPO, with its focus on high-value, specialized tasks, offers significant opportunities for outsourcing companies to add more value to their clients. By providing domain expertise and in-depth analytical insights, KPO companies can become strategic partners, contributing to their clients' long- term success. Traditional outsourcing destinations like India and the Philippines have experienced a steady increase in labour costs over the years. While these countries still offer a substantial cost advantage compared to developed nations, businesses must carefully weigh the potential savings against the rising costs to ensure sustainable outsourcing arrangements. Robotic Process Automation (RPA) Integration The future of the outsourcing industry is a dynamic landscape of challenges and opportunities. To thrive in this evolving environment, outsourcing companies must address data security concerns, embrace automation and AI, navigate geopolitical uncertainties, and bridge cultural barriers. While automation poses challenges, it also opens doors for outsourcing companies to embrace Robotic Process Automation (RPA). By integrating RPA into their operations, outsourcing providers can enhance efficiency, reduce errors, and deliver faster and more cost-effective services to their clients. Automation and Artificial Intelligence Advancements in automation and Artificial Intelligence (AI) have the potential to disrupt the outsourcing industry significantly. Routine and repetitive tasks can now be automated, reducing the need for manual labour. Outsourcing companies must adapt to these changes by upskilling their workforce and integrating AI-driven solutions to stay competitive and provide value-added services. By focusing on knowledge process outsourcing, leveraging robotic process automation, specializing in niche industries, prioritizing customer experience, and exploring emerging markets, outsourcing providers can position themselves for success in the future's global economy. Adapting to these challenges and seizing the opportunities will enable the outsourcing industry to continue playing a pivotal role in shaping the world of business and driving efficiency and innovation for years to come. Niche Industry Specialization Outsourcing companies can seize opportunities by specializing in niche industries or verticals. By tailoring their services to specific sectors such as healthcare, finance, legal, or technology, outsourcing providers can position themselves as experts in those domains and cater to the unique needs of clients within those industries. Geopolitical and Trade Uncertainties Geopolitical tensions and trade uncertainties can impact outsourcing decisions. Changes in trade policies, tariffs, and (22) (23) July | 2023 July | 2023 www.ciolookindia.com www.ciolookindia.com

The Most Preferred KPO & BPO Companies in India Vibatel T one of the developing sectors in India, has always been a great example of vending quality third-party services to customers. However, this ‘vendor’ relationship between businesses, clients and partners within the outsourcing sector hardly focuses on driving innovations or futuristic approaches. Here comes into the picture a concept of partnership in outsourcing that can revolutionize the industry. he way partners positively affect the lives of their fellow partners in day-to-day life can also be applied to the business sectors. Outsourcing, being ideas, Anand started his venture with his wife, Kavitha and established Vibatel in 2007 with a staff of five people. He is an accomplished leader with an extensive experience of 26 years of Marketing Expertise. He also has explored spaces such as Sales, Marketing, Cross-Sales, CRM & Customer Support Management. Before starting his entrepreneurship, Anand worked in the IT software and Hardware Solutions Sales Domain with several companies such as HCL, Sierra Atlantic, Mithi Software Technologies & Indian Express Group (Bombay). Currently, Anand is directing the company, and under his guidance, the organization has become a house for 400+ employees. The staff happily serves esteemed clients within the sector of Business Support Services. As partners understand the business thoroughly and engage themselves in the company's growth, they also are reliable sources who always cite ownership and responsibility. With this unique approach, an organization stepped on the way of success and helped its clients to achieve their strategic goals with quality and consistency. Vibatel Solutions Pvt. Ltd., under the fine leadership of Founder and CEOMrAnand Kumar PVS, has been delivering technology-driven and human-centric Business Process Outsourcing services, acting as the perfect partner. Advanced Tech-adaptions Technology like AI and ML is becoming part and parcel of every possible industry. It has been spreading its legs worldwide, and adapting to such trends has become a trend. While expressing his views on incorporating modern technology in the outsourcing sector, Anand affirmatively states that AI and ML are disrupting and impacting the way outsourcing operates. However, he also supports the blend of technology and human solution that would be the future instead of full technology solutions. Breathing Quality and Consistency Today, most businesses are supposed to follow a blended person and tech-based approach as they must deal with multi-faced, goal-oriented goals and objectives that bring success. What makes Vibatel Solutions unique in outsourcing is its absolute people and tech-blended solutions. This approach helps its clients concentrate on their core activities and reduce operational costs. Headquar- tered in Hyderabad, the company has been a prolific Business Process Outsourcing (BPO) service provider for the last 16 years. It also is a reliable partner for tech-driven and strategic Business process services offerings. Firm Pillars: Productivity and Innovation According to Anand, Founder and CEO of Vibatel, there was and always will be an innate need for any organization looking for an outsourcing partner, and the company has been providing excellent services since its inception. It is an ISO 9001:2015 & ISO/IEC 27001:2013 certified company that maintains a ‘Result-oriented’ and ‘Performance-driven’ work environment. By concentrating on productivity and innovation, Vibatel stands out and focuses on solving problems. Powerful Leadership One of the strongest reasons behind Vibatel’s success and uniqueness is its powerful leadership. With a passion for becoming an entrepreneur and a brain full of innovative Mr Anand Kumar PVS Founder and CEO Vibatel Solutions Pvt. Ltd. (24) (25) July | 2023 July | 2023 www.ciolookindia.com www.ciolookindia.com

understanding that rather than opposing or competing with technology and new trends, it is better to work ‘along’ with them. The company also emphasized complimenting for the same as they need human intervention at some point. “I think that the future belongs to organizations who understand this and be smarter and attentive in giving ‘complete’ solutions, which are technology driven and human complimented, which ensure the clients' business success,” explains Anand. Accolades of Achievements Happy and satisfied customers increase brand advocacy, and in the cutthroat competition, client appreciation is the cherry on the cake. Moreover, as the outsourcing industry is fierce and closely competitive, the clientele and tenure of the relationship define the success of the company: Vibatel has been serving HSBC for the last 16 years, IndusInd Bank for the last 12 years, Manipal Cigna Health Insurance, and Corteva Agro over the previous six years. Planning the Future Keeping a futuristic approach is a way to withstand a fast- paced market. Being a leading organization in the BPO sector, Vibatel also makes strategic plans for a better future. Currently, the company serves its clients prominently from BFSI sectors and wishes to expand its business in various other domains. It plans to venture into other parts of the business, such as Agro, Hospitality, Fintech and Telecom. It also aims to spread the company across the country and the world. “ solution with technology and human interactions is required for such situations. Vibatel realizes this need, and the team provides services to the clients. They include specialized sales and services to their customers in different domains. Especially for a market like India where people want solutions which are of both DIY (Do It Yourself) and also needs assistance,” asserts Anand. A blended Words of Wisdom As an experienced leader in the industry, Anand offers his budding leaders advice that will help them excel in their paths to success. “I always endeavoured to be a ‘Partner’ rather than a mere ‘Vendor’ to my clients all these entrepreneurship years,” says Anand. According to him, this approach plays a crucial role in shaping leaders to be responsible and result-oriented. It also attracts customers and helps them make wise choices amidst the competition. An Expert Team A team is key support for any organization and plays a crucial role in developing the same. Vibatel is also blessed with a team of experts, and the company culture inspires all employees to take full responsibility and accountability for their work. Moreover, a performance-driven work environment ignites the passion for innovation in work and provides continuous and improved customer experiences. “This will also result in a change of our employee mindsets, build confidence and empower ownership of their current role and beyond,” assures Anand. And what will be the most intelligent decisions? Asks Anand—adding the qualities such as Trust, Reliability, Quality, and Consistency. Further, he assures the success of the companies that apply these qualities and make their teams work for the same. Overcoming the Odds As Rome was not built in a day, success is also not a result of one day. It is a journey of hurdles, surprises, challenges, solutions, and finally, overcoming the difficulties to set the scene for success. As an outsourcing company, Vibatel also dealt with various challenges, and one of them was (26) July | 2023 www.ciolookindia.com

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The Most Preferred KPO & BPO Companies In India, July 2023

The Most Preferred KPO & BPO Companies In India, July 2023

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