Serco on an expansion spree in India to leverage domestic BPO demands

Bhupender Singh, CEO, AMEAA

Infotech Lead India: BPO major Serco is on an expansion spree in India.


In the last one month, Serco announced expansion in Shimoga and Agra, two emerging BPO destinations in the country.

In its Agra facility, Sero will increase its headcount and create 850 new positions. These positions are expected to service clients within the telecom vertical, providing a range of telecom services in India.

With the addition of 850 employees at the centre, Serco has established itself as the largest provider of BPO services with almost 2000 employees in Agra.

“We are delighted to scale our operations in Agra and recognize it as an important business destination. The capacity built in Agra is based entirely on clients requirements and will generate local employment opportunities. The expansion of this facility augments Serco’s strategy of providing a strong domestic support to its clients, strengthens Serco’s regional footprint in North India and further consolidates its expertise within the telecom vertical,” said Bhupender Singh, CEO, AMEAA.

Besides Shimoga, Karnataka, Serco has expanded its footprint in Karnal, Patna, Lucknow, Baroda, Madhyamgram and Jhangipur.

Serco’ BPO business is now over $1 billion globally.

It currently services four groups of vertical markets: Banking, Financial Services & Insurance; Travel, Hospitality & Transportation; Retail, Healthcare, Utilities, & Manufacturing; Telecom, Technology, Online Services & Media.  Serco’s expertise in these verticals, its focus on adding value to its clients, combined with a growing regional footprint is instrumental in achieving this growth.

Serco is trying to leverage the significant growth in the domestic market.

The India domestic IT-BPO market is expected to grow 17 per cent to reach Rs 91,800 crore in FY2012. The domestic BPO market is expected to reach Rs 14,900 crore, driven by demand from voice-based services (local languages) and increased adoption by both traditional and emerging verticals, including the government.

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