The Hindu : HCL Tech bags BT's BPO contract

Online edition of India's National Newspaper
Tuesday, Apr 08, 2003

Business

Business

HCL Tech bags BT's BPO contract

By Our Special Correspondent

NEW DELHI APRIL 7. HCL Technologies today announced the bagging of a five-year contract worth $160 million (Rs. 800 crores) for setting up and operating a call centre for BT (formerly British Telecom). This is the largest-ever engagement in the BPO space awarded to an Indian company, the company Chairman, Shiv Nadar, told newsmen here today.

"The contract to provide us with services in India was put out to competitive tender. Prospective partners were assessed against a detailed set of criteria and it was agreed that HCL Tech was well suited to our requirements,'' observed the BT Retail head, Piere Danon.

HCL officials gave an insight into how the company emerged as the frontrunner. HCL developed a relationship with BT in December 2001 with the formation of HCL Tech NI Limited — a 90:10 joint venture structured through the acquisition by HCL from BT of a 90 per cent stake in Apollo Contact Centre, Belfast.

Thus HCL got a European bridgehead and the capability to provide European multi-lingual services.

But more important, the acquisition of the Ireland-based company also provided HCL exposure to BT's processes and environment available at Apollo. This was valuable for establishing comfort and credibility across various BT operations and functions, said officials.

BPO services will be manned at a 3,000-personnel-strong `next generation contact centre' (NGCC).

BT will keep a close watch on the operations by seconding its staff, which will manage the NOIDA-based call centre.

It is estimated that HCL Tech will staff the dedicated centre with over 1,000 employees by the end of 2003.

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