1. FUSION BPO by Tecnovate
SECTION 1: THE CONTEXT
1.1 INNOVATION @ WORK
The Need: eBookers, the leading online travel solutions company of Europe was bleeding
because of high operational costs and it had lost 95% of its market capitalization. It needed to
take drastic action in order to save itself from bankruptcy. Not only did it need to save costs
but also increase revenues to restore market confidence…and do it quickly across the major
countries of Europe.
The Innovation(s) & The Targeted benefit(s): Tecnovate eSolutions Pvt. Ltd established as
a captive BPO in India to reduce processing costs. eBookers offices across Europe start
recruiting local Europeans to work in Tecnovate (in India) on Indian salaries as they get
attracted by Tecnovate’s innovative ‘job offer’ of a unique ‘work & travel’ experience in their
‘gap year’. Gap year is a year of holiday after their under graduate/graduate/post graduate
studies that Europeans like to take to travel the world by taking loans from banks/parents.
Tecnovate’s job offer was lucrative because Tecnovate was offering a never before
opportunity to see exotic India while getting an international work experience (and earning
money instead of taking loans).
For Tecnovate and its clients it was important to get local Europeans to work in Indian
facilities because in the travel trade local knowledge of tourist places, cultural sensitivities and
geographical conditions is critical. Also apart from French and German languages, finding
people fluent in other European languages in India is difficult.
Not only were the European clients of Tecnovate serviced by the very people they would
recruit in their native countries, they also benefited from tremendous cost savings. Also the
process innovations at Tecnovate resulted in significant increase in revenues…as Tecnovate
was offering integrated BPO (contact center + IT services).
To tackle attrition and also offer BPO as a long term career option to its staff, Tecnovate
established its own captive travel focused Education & Training institution called Travel Guru.
Travel Guru offers IATA (Montreal) certified courses. This institution attracts employees of
Tecnovate, other BPOs, travel companies, Delhi University students and also other retail
students. Thus this not only secures the HR supply chain of Tecnovate but also helps
increase the quality of its workforce, besides helping the entire travel industry grow through
this unique collaborative effort.
SECTION 2: WORKFORCE INNOVATION
Pioneering Multilingual- Mulitichannel-Integrated BPO
To provide a one-stop solution for our existing and potential clients with service needs in more
than one language, by the very people they would recruit in their countries, however on Indian
salaries! India has been traditionally looked as an outsourcing destination for English language
work. Clients with service needs in languages in addition to English have to look for service
partners outside India…no more, thanks to Tecnovate employing Europeans from 11 countries to
service clients in 9 languages (English, French, German, Swiss - German, Dutch, Finnish,
Norwegian, Swedish and Spanish). Additionally by making its European clients recruit and train
employees on its behalf (recruitment & training offshored!), Tecnovate minimized its HR costs
and boosting employee commitment (as they are effectively screened for their commitment and
Tecnovate eSolutions Private Limited
Regd. Office: 34, Okhla Industrial Estate – Phase III, New Delhi, India – 110 020
www.tecnovate.co.in

2. with the right training they feel more confident). The money saved was ‘re-invested’ to provide
superior facilities (free lodging, security, caretaker, transport, health cover etc) to the staff in India.
This way Tecnovate got better people, happier client (as the client had a greater buy in/control
over people-processes), more satisfied workforce (better facilities) and more revenues (client as
well as Tecnovate)…..all these are ‘global firsts’.
Tecnovate is also the first travel focused BPO to offer Integrated Business Process Outsourcing
(contact center + IT) services to its clients having multilingual customer-base / service needs,
Tecnovate currently employs Europeans at two state of the art eBPO facilities at Okhla, in the
heart of New Delhi. Ability to offer integrated IT (application development, web maintenance &
support services) and multi channel contact center services (inbound/outbound calls/e-mail/web
chats, transaction processing, accounting audits) reduces the cost of engagement for clients
while increasing servicing efficiency thanks to better (overall) process knowledge & management.
Entry and mid level employees are recruited and trained from European countries, are currently
involved in over 45 global processes. These people service their native markets from India thus
overcoming the language constraint and also have a superior knowledge about the culture,
geography, socio-politico conditions….all this contributes to better client handling in our travel
industry domain. Besides this unique travel focus enables our process
agents and managers to come with innovative process enhancements that
continue to boost revenues of our clients across multiple customer
engagements.
Tecnovate’s services its Pan European clients thanks to its multilingual capabilities, unlike other
BPOs which solely focus on the US market. These clients are spread across 11 countries in 9
different languages (English, French, German, Swiss - German, Dutch, Finnish, Norwegian,
Swedish and Spanish) and the process being handled by our multicultural-global staff, range from
contact center services (voice calls, e-mail, web chat, transaction processing, HR outsourcing) to
IT services (application development & maintenance). This global staff is recruited and trained
from European countries, by our clients to work on Indian salaries. These people service their
native markets from India thus overcoming the language constraint and also have a superior
knowledge about the culture, geography, socio-politico conditions….all this contributes to better
client handling in our travel industry domain. Besides this unique travel focus
enables our process agents and managers to come with innovative process
enhancements that continue to boost revenues of our clients across
multiple customer engagements.
SECTION 3: PROMOTING ‘GLOBALISM’
Tecnovate eSolutions Pvt. Ltd: Unique Business Fusion DNA!
Tecnovate is a unique example of ‘globalism’ where different cultures and processes ‘fuse’ to
release an enormous energy viz. worker enthusiasm and significantly higher revenues too.
Tecnovate’s expatriate multicultural staff from 11 countries in Europe deliver integrated BPO i.e.
both the contact center as well the IT needs of its global clients. With over 1000 people (10% are
expatriates), the Europeans and the Indians enjoy working together towards the same business
goal and there is immense cross learnings for everyone in terms of process innovations and
cultural understanding.
The other fusion is at the business process level as it offers integrated BPO (contact center + IT
services) that is fused (tightly integrated) with clients’ operations. This is true because Tecnovate
is continuously re-inventing its business process by introducing innovative processes that
significantly enhance revenues of its clients while saving millions of pounds too. Being domain
Tecnovate eSolutions Private Limited
Regd. Office: 34, Okhla Industrial Estate – Phase III, New Delhi, India – 110 020
www.tecnovate.co.in

3. focused enables Tecnovate to offer consulting to its clients (as it is able to view the clients’
customer needs more objectively/closely) that help them align their competitive strategies more
effectively. Tecnovate charges its clients on the value it delivers rather than the usual model of
effort based costing. This way the clients do not have to pay for any service/personnel in-
efficiencies (as is the case with the usual effort based pricing practiced by other BPOs, where the
costing depends on the number of seats/people allocated to a process)
Thus client engagements at Tecnovate consistently grow up the value chain and this business
fusion is a great win for clients, great for employees, great for Tecnovate and even greater for
India as a trailblazing destination for BPO innovations!
Implementing Business Innovations:
1. European staff for India office recruited by our clients from their native countries
European employees are recruited through Tecnovate’s client base from their native countries
through advertisements posted on websites and employee referrals. They are screened during
their interviews to ascertain whether they are serious towards working in India and would not treat
such an opportunity only as a travel window. The clients also provide the initial training to the
European employees. This increases the client buy-in while also enhancing employee
commitment. This ‘local recruitment & training’ by our clients also helps Tecnovate save
substantial recruitment and training costs all of which is ‘re-invested’ in providing better quality
facilities in India which in turn helps minimize attrition. These European employees (at different
levels from entry level to mid management) are recruited for a minimum period of one year and
are paid Indian salaries. As they willingly come to India to work on Indian salaries as they get
valuable work experience while getting a subsidized travel experience too! Leveraging the
‘purchasing power parity’ principle, the Europeans are able to match the cost of living they are
accustomed to because of the lower cost of living in India while our clients are serviced at a
fraction of their usual operational costs. The unique benefits to this global staff are:
• Free and secure fully furnished accommodation with a care taker in an affluent residential
area.
• Transport provided free of cost –to and from the office.
• Subsidized meals.
• Tickets paid for – from and to their native countries.
• Dedicated travel desk and a special leave structure allowing them to visit places of
interest in India
• Facility for them to house their guests for the travel within India
• Unique incentive scheme to earn productivity points that get converted into ‘ebookers
gifts’(perfumes/chocolates etc) for amounts upto Rs 800 per month.
Tecnovate currently services clients across 11 countries in 9 different languages (English,
French, German, Swiss, Dutch, Finnish, Norwegian, Swedish and Spanish) as a high-end BPO.
What’s Unique?
• Clients recruiting & training staff on behalf of the service
provider, at their cost
• Expatriate staff working on local (Indian) salaries
• Work & travel opportunity in a country (India) of their choice
• Greater process transparency and integration with clients
requirements
2. Multicultural Staff Lowers Attrition Rate
Tecnovate’s multicultural staff of over 1000 employees has a large number of Europeans which is
a unique working experience for both the Indian as well as expatriate staff. This ‘cross fertilization’
Tecnovate eSolutions Private Limited
Regd. Office: 34, Okhla Industrial Estate – Phase III, New Delhi, India – 110 020
www.tecnovate.co.in

4. of expertise has resulted in better process & work learning, lower attrition and a ‘happening’ work
environment (frequent multicultural parties/events) that acts as a magnet for recruiting better staff
faster. There have also been instances of marriages between Indian and the European staff
which has increased cross cultural bonding even further. Thus this multicultural model is great
example that can be replicated to serve any part of the world…we have also started with locally
recruited Australians. Besides providing a ‘never before’ work experience to Indians.
What’s Unique?
• Expatriate staff working on local (Indian) salaries
• Free flow of ‘people-intellect’ and not just capital
• Large Multilingual-multicultural staff, that’s well looked after
and generates tremendous employee referrals -one of the ‘most
interesting place’ to work and grow in
• Brand icon for the service industry in terms of attrition management and innovative HR
practices
3. Travel Guru – The only captive education facility in the BPO industry
Travel Guru, is Tecnovate’s unique captive education facility that provides IATA (Montreal) and
UGC (India) recognised courses customized for the Travel and BPO industry needs. This large
facility provides a great learning and career education facility for our employees, retail students,
Delhi University students and also employees of other BPO and Travel based organisations. This
not only provides personal growth opportunity but also secures HR supply chain for the entire
BPO industry. Travel Guru offers the latest courses on Travel, IT technology as well as BPO
processes, enabling its students to be prepared from all aspects of travel Industry’s needs. While
a lot of captive education facilities provide free/discounted courses, Travel Guru has taken a
conscious decision to price its offerings to ensure an adequate commitment from the students
perspective – and the results have reinforced this belief with the passage of time. Additionally
Tecnovate is now offering Travel Guru courses to its overseas clients as a retraining facility for
their staff that have become redundant because of outsourcing. This would ensure that
outsourcing is viewed positively even by the staff of our overseas clients and not just top
management. This is unique example of industry leadership for growing the quality and quantity
of the skilled manpower both locally as well as globally. This innovation has enabled Tecnovate to
transform a support function (training) into a profit center, as well as a center of excellence in
career planning and development. Having trained over 300 persons already ( in the last one
year), Travel Guru is truly a benchmark of HR innovation in any industry.
What’s Unique?
• Domain specialization to Tecnovate employees and other students, enabling them to
pursue Travel & BPO as long term career option
• Industry wide ‘co-opeteition’ (collaboration with competition) to grow the HR supply of the
entire industry and not just Tecnovate
• Interface with University offering students the opportunity to do a career based
professional course along with their usual academic qualifications
• Re-training facility for employees of clients who have been affected by outsourcing of
their jobs
4. Saving Businesses and not just costs
Global corporate usually view India as an attractive destination to outsource to save costs.
Tecnovate went many steps further and even saved its clients from closure/bankruptcy. It could
Tecnovate eSolutions Private Limited
Regd. Office: 34, Okhla Industrial Estate – Phase III, New Delhi, India – 110 020
www.tecnovate.co.in

5. achieve all this and more thanks to its unique expatriate multilingual model (huge
savings & excellent quality) and also business process innovations that
continue to boost revenues of our clients regularly. We empower our clients
business units to generate more revenues, increase their customer base while increasing the
quality & speed of processing customer needs. Tecnovate thus handles increased number of
calls per hour, allow for effective call deflection while reducing costs by 30%-40% thereby
increasing your bottom line.
What’s Unique?
• Domain focus enables Tecnovate to deliver high end solutions with unmatched quality
that is not possible by ‘in sourcing’ or other generic BPO services supplier
• Continued process innovations enables Tecnovate to deliver new revenue streams to its
clients e.g. increased cross selling / upselling
• Positioning India as an innovative revenue generating destination beyond being looked at
from just cost savings perspective
• Leveraging synergy of all expertise based components of a domain specialist BPO –
global staff, IT& Contact center competencies, high end consulting, superior quality and a
captive education facility
SECTION 4: INNOVATION FOR HIGHER ROI
Tecnovate - a unique Outsourcing Success Story:
Tecnovate is a highly profitable BPO business with a healthy year on year growth rate.
In addition to the hundred European consultants working with us at the entry and mid level
positions, we are in the process of fast expanding all these teams. We plan to take the size of our
expatriate teams to approximately 150 in the near future and handle more overseas while
doubling the overall staff strength to over 2000 employees. Also, many of our European
consultants are multilingual and therefore can handle more than one language.
4.1 Impact – Within The Organisation
• The European Staff gain an once-in-a-lifetime opportunity to visit and
live in a country as diverse as India. They also can leverage
this international work experience in their careers.
• The European staff brings the latest ‘local’ knowledge of their native countries-important
from the travel industry perspective. This regularly upfdates the staff knowledge across
the company
• Tecnovate gains multilingual capability which has today positioned it as a one stop shop
for a large number of Overseas Multilingual Outsourcing opportunities.
• The multicultural work environment also makes Tecnovate an employer of choice in the
BPO space.
• Tecnovate is the only BPO service provider in India to offer such multilingual & integrated
BPO (IT+Contact Center) capability.
• Tecnovate’s success has resulted in higher salaries (process incentives) to its staff
employed in India as well as higher bonuses to the staff of its overseas clients 9as their
revenues galloped ahead)
• Travel Guru empowers employees as well as global students with the right skills at the
right time. It is Tecnovate’s way of making outsourcing work for the BPO industry as well
as for the people of the overseas clients.
Tecnovate eSolutions Private Limited
Regd. Office: 34, Okhla Industrial Estate – Phase III, New Delhi, India – 110 020
www.tecnovate.co.in

6. 4.2 Impact outside the Organisation
Tecnovate is boosting bottom line of such global travel industry giants like ebookers plc. by:
• Delivering cost savings of around $2.75 million per quarter for ebookers
• Seamless integration of IT platforms & customer interaction processes thanks to
integrated BPO at Tecnovate (IT + Contact Center services)
• Unique cross sell / up sell operations by Tecnovate agents have substantially
raised revenues
• And a major contributor in making ebookers Europe's No.1 Online Travel
Business
• A typical month today has 5 out of the top 10 Telesales Consultants across the
ebookers' call centers from Tecnovate on the basis of profit per sale ratio.
• Customer service levels have been measured as one of the highest across the
ebookers' call centers on parameters such as call resolution times, call drop
percentages, customer feedback etc.
• Maintained an average turnaround time of 2 hours in the Email sales processes.
• Reduction of fully loaded cost by more than 50%
4.3 Socio Economic Impact
Tecnovate is expanding this to other parts of the world – already we have got Australians working
for us, besides servicing clients from USA too. This is positioning India as a destination of choice
for knowledge workers and also for clients looking for high end process management. Besides
boosting revenues and generating better job enrichment to a global staff, it is also generating
tourism revenues for India, besides unique multicultural bonding across people of different
nationalities. This is also creating positive brand equity for outsourcing as it creates opportunities
for people of both the countries (client country+ India); besides creating a unique blend of
business economics and social understanding. As this model spreads thanks to Tecnovate’s
pioneering industry collaboration through its educational institution, Travel Guru, there will be
more such multilingual successes and the world will be a better place to live and work as people
will value expertise more than nationality. This will lead to lasting peace and better standard of
living for one and all. After all, our world with all its natural bounty should promote free flow of
people and capital, so that people devote more time in enjoying the fruits of their productive
labour, than wasting time and resources in such petty issues like xenophobia.
Tecnovate eSolutions Private Limited
Regd. Office: 34, Okhla Industrial Estate – Phase III, New Delhi, India – 110 020
www.tecnovate.co.in

7. 4.2 Impact outside the Organisation
Tecnovate is boosting bottom line of such global travel industry giants like ebookers plc. by:
• Delivering cost savings of around $2.75 million per quarter for ebookers
• Seamless integration of IT platforms & customer interaction processes thanks to
integrated BPO at Tecnovate (IT + Contact Center services)
• Unique cross sell / up sell operations by Tecnovate agents have substantially
raised revenues
• And a major contributor in making ebookers Europe's No.1 Online Travel
Business
• A typical month today has 5 out of the top 10 Telesales Consultants across the
ebookers' call centers from Tecnovate on the basis of profit per sale ratio.
• Customer service levels have been measured as one of the highest across the
ebookers' call centers on parameters such as call resolution times, call drop
percentages, customer feedback etc.
• Maintained an average turnaround time of 2 hours in the Email sales processes.
• Reduction of fully loaded cost by more than 50%
4.3 Socio Economic Impact
Tecnovate is expanding this to other parts of the world – already we have got Australians working
for us, besides servicing clients from USA too. This is positioning India as a destination of choice
for knowledge workers and also for clients looking for high end process management. Besides
boosting revenues and generating better job enrichment to a global staff, it is also generating
tourism revenues for India, besides unique multicultural bonding across people of different
nationalities. This is also creating positive brand equity for outsourcing as it creates opportunities
for people of both the countries (client country+ India); besides creating a unique blend of
business economics and social understanding. As this model spreads thanks to Tecnovate’s
pioneering industry collaboration through its educational institution, Travel Guru, there will be
more such multilingual successes and the world will be a better place to live and work as people
will value expertise more than nationality. This will lead to lasting peace and better standard of
living for one and all. After all, our world with all its natural bounty should promote free flow of
people and capital, so that people devote more time in enjoying the fruits of their productive
labour, than wasting time and resources in such petty issues like xenophobia.
Tecnovate eSolutions Private Limited
Regd. Office: 34, Okhla Industrial Estate – Phase III, New Delhi, India – 110 020
www.tecnovate.co.in