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

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

EXEMPLIFYING OUTSOURCING
INDUSTRIAL STRENGTH OF INDIA
ndia has emerged as a global hub for outsourcing
Iservices, 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.
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.
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.
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.
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!
- Kedar Borgaonkar

08 Bizsolindia Services
Your Perfect Business Knowledge
Outsourcing Partner in Strategy
CON
18 Insol Technoheight
Oﬀering Unwavering Commitment
to Excellence and Client Sa sfac on

ARTICLES
14
22
NTENT
24 Vibatel Solutions Pvt. Ltd.
Revolu onizing Outsourcing
World with Innova on
Looking Ahead
Challenges and
Opportuni es
for the Future's
Outsourcing Industry
Sourcing Sense
The Evolu on of the
Modern KPO and BPO
Companies Transforming the
Global Industry into the
Knowledge Economy

CONTENT
DESIGN
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SALES
Sr. Vice President : Swapnali Vasaikar
Sr. Sales Manager : Tejaswini Whaval
Team Leader : Suraj Gadekar
BDE : Akshay Dokh
TECHNICAL
June, 2023
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SEO Lead : Nikita Khadalkar
Managing Editor: Kedar Borgaonkar
Assisting Editor : Gaurav PR Wankhade
Cover Price: Rs.200/-
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Brief
Featuring
Gaurav Sawhney,
Owner
Auquall BPO
Auquall BPO oﬀers result driven services that
empower business and enhance the credibility and
proﬁtability of the company.
Company
CMAAshok Nawal,
Founder
Aanchal Anil Rawal,
Director
Mr. Supreet Singh Saluja,
Director and Founder
Anand Kumar PVS,
Founder and CEO
Bizsolindia Services
Pvt. Ltd.
Clevora Global
Outsourcing Services
Insol Technoheight
Pvt. Ltd.
Vibatel Solutions
Pvt. Ltd.
Promoted by a group of professionals, Bizsolindia
provides end-to-end solutions in all commercial matters
and related software.
Clevora provides business process outsourcing solutions
to small and large scale establishments.
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.
Vibatel is a one of the leading outsourcing solutions
providers, serving clients in India and across the world.
The Most
Preferred
KPO & BPO
Companies
in India

Your Perfect Business Knowledge
Outsourcing Partner in Strategy
What makes Bizsolindia distinctive is the way the
team applies its knowledge to analyze and evolve
innovative and practical solutions.
Bizsolindia
Services
www.ciolookindia.com July | 2023
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growing business finds itself entangled in a maze
Aof 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.
Bizsolindia Services is promoted by professionals who
provide end-to-end solutions in all commercial matters and
related software. According to the Founder, CMAAshok
Nawal, “Our expertise is available to our clients locally
where and when they are needed.”
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
The Most Preferred KPO & BPO Companies in India
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
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.
(9)

CMAAshok 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.
He says, “We deliver whatever it takes.”
SMART Strategic Alignment
Telling more firm’s offerings and aspects that make it stand
out in the cutthroat competition, CMAAshok says they
provide SMART Services to their clients, which can be
described below:
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.
Ÿ Seamless Service Delivery.
Ÿ Trusted Partner to the Industry for over 20 years.”
A League of Stalwarts
The team of professionals with enormous experience in
Indirect Tax, Foreign Trade Policy, FEMA, Legal,
Outsourcing etc., includes five Core Team Members. These
are:
*CMAAshok Nawal: The Founder is a fellow member of
the Institute of Cost & Management Accountants of India. A
practising Cost and Management Accountant, CMAAshok
has over 38 years of industry exposure in Indirect Tax,
Foreign Trade Policy, FEMA, etc.
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.
CMAAshok is Managing Committee Member of
ASSOCHAM and also Committee Member of No of Trade
and Industry Associations.
CMAAshok 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 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
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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.
*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.
*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 &
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.
*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.
From Concept to Completion
During his corporate stint, CMAAshok 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.
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He believes in advising and implementing and does not shy
to take the responsibility thereof.
As an experienced leader, CMAAshok 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.
Outsmarting Obstacles
According to CMAAshok, in the current service industry,
companies are facing the challenges namely:
Ÿ 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.”
Ÿ Control Over the Outsourcing: CMAAshok 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.
Ÿ 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.
Value Added Processes
He advises budding entrepreneurs aspiring to venture into
the process outsourcing solution space. He says, “Keep
adding value to the process instead of just outsourcing. We
are doing that.”
Sharing his vision for scaling the firm’s offerings and
operations in the future, CMAAshok 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.
CMAAshok 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.
CMAAshok Nawal and Bizsolindia’s Hall of Fame:
Ÿ Founder of Bizsolindia CMAAshok 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 Bizsolindia has been recognized as a ‘Promising
Brand in the field of Finance, Taxation and Costing’
by MahaSewa.
Ÿ “Best Employer for Persons with Disabilities” in
Small Category by ASSOCHAM during their 3rd
Diversity & Inclusion Excellence Awards &
Conclave 2022.
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TheEvolutionof the Modern
KPOand BPOCompanies
Transforming the GlobalIndustry
into the Knowledge Economy
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(15)
Sourcing Sense
In the fast-paced global business landscape, the rise of
Knowledge Process Outsourcing (KPO) and Business
Process Outsourcing (BPO) companies has been
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.
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.
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.

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.
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.
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.
Technology and Digital Transformation
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.
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.
Diversification of Services
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
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.
Knowledge Economy and Value Creation
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.
Embracing Sustainability and Social Responsibility
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 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.
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.
Gaurav PR Wankhade
(16)

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Offering Unwavering Commitment to Excellence and
Client Satisfaction
oday, with the vast spread of businesses around the
Tglobe and the demand to fulfil changing customer
requirements, handling and managing all the
processes now becomes a matter of tight-rope walking.
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.
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.”
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.”
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.
www.ciolookindia.com (18)

With its expertise,
application of cutting-edge
technology and scalable
solutions, Insol
Technoheight helps its
customers thrive in
breakneck competition.
Mr. Supreet Singh Saluja,
Director and Founder
Insol Technoheight Pvt. Ltd.
(19)

Excellent Services and Solutions
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.
Additionally, the company stays at the forefront of technol-
ogy 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.
Embracing Technology
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.
Insol has implemented several steps while adapting to AI:
Ÿ Understanding AI Capabilities, staying updated on the
latest advancements and trends, and fully grasping its
potential applications and benefits in the outsourcing
industry.
Ÿ Identifying specific areas within outsourcing operations
where AI can be effectively implemented, focusing on
repetitive, rule-based, time-consuming, or data analysis
tasks.
Ÿ Evaluating the availability and quality of data required
for AI implementation and ensuring the necessary
infrastructure and systems are in place.
Ÿ Developing in-house AI expertise by training or hiring
data scientists, Machine Learning engineers, and AI
specialists.
Ÿ Partnering with AI solution providers specialising in
relevant AI technologies, leveraging their expertise,
tools, and platforms to accelerate adoption.
Ÿ Piloting Projects and Proof of Concepts to validate the
feasibility and effectiveness of AI implementation,
refining strategies and gathering feedback before scaling
up.
Ÿ Continuously monitoring AI performance, gathering
feedback, and iterating to optimize results, assessing the
impact on efficiency, quality, customer satisfaction, and
business outcomes.
Facing Barriers
Given the scenario, Insol faces several challenges and with
the help of experts, the company manages to tackle them
for positive outcomes.
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.
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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.
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).
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.
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.
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:
*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.
*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 consider-
ations.
*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
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.
*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.
Advising Aspiring Leaders
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.
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.
For more information, please visit
https://www.technoheight.com/ or email at
info@technoheight.com.
(21)

The outsourcing industry has become an integral part
of the global economy, driving efficiency, cost-
effectiveness, and specialization for businesses
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:
Data Security and Privacy Concerns
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.
Rising Labour Costs in Traditional Outsourcing
Destinations
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.
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.
Geopolitical and Trade Uncertainties
Geopolitical tensions and trade uncertainties can impact
outsourcing decisions. Changes in trade policies, tariffs, and
Challenges and
Opportunities
for the Future's
Outsourcing
Industry
(22)

Looking Ahead
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.
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.
Opportunities for the Future's Outsourcing Industry:
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.
KPO Expansion
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.
Robotic Process Automation (RPA) Integration
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.
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.
Focus on Customer Experience
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.
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.
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.
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.
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.
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.
(23)

Vibatel
Mr Anand Kumar PVS
Founder and CEO
Vibatel Solutions Pvt. Ltd.
(24)

The 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
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.
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 CEO Mr Anand
Kumar PVS, has been delivering technology-driven and
human-centric Business Process Outsourcing services,
acting as the perfect partner.
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
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.
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.
(25)

“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
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.
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 environ-
ment 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.
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
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.
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 entrepre-
neurship 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.
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.
(26)

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