Intelenet Global Services
Encyclopedia
Intelenet Global Services is a third-party Business Process Outsourcing
(BPO) & contact center
provider headquartered in Mumbai
, India
, backed by Blackstone Group
.
The company offers 24/7
services for contact center, transaction processing, finance & accounting and human resource outsourcing services to Fortune 500
companies in the UK, USA, Australia
and India
. Intelenet has 31000 employees across 30 delivery centers globally in India
, Philippines
, Mauritius
and USA. Susir Kumar is the Managing Director and CEO. Intelenet’s management team has been with the organization since inception.
The company's headquarters is in Mumbai, and operates from 30 delivery centers in Mumbai, Chennai, New Delhi, Gurgaon, Mauritius, Philippines, USA (Fargo, Campbellsville, Chesapeake) United Kingdom (Fort William, Plymouth) and Krakow. Domestic Operations operate in Mumbai, Gurgaon, Chennai, Bangalore, Pune, Kolkata, Mohali, Pondicherry and Dehra Dun.
Intelenet has won the contract of UIDAI for providing outsourced call centre services.
between Tata Consultancy Services
and Housing Development Finance Corporation
Ltd. (HDFC) and started operations in November 2001.
In July 2004, TCS divested its 50% stake, which was purchased by Barclays Bank Plc one of Intelenet’s biggest clients. By 2006, Intelenet had grown to over 5000 people with over 20 client relationships.
In 2006, Intelenet ventured into the India domestic BPO industry with its acquisition of Sparsh BPO Services from Spanco Telesystems. Intelenet is today the largest player in the domestic BPO market with over 18000 employees in 10 locations across India, providing customer management, outbound sales and analytics in the Banking and Financial Services, Telecom, Travel, Insurance, Retail and Government sectors.
In 2007, Intelenet’s management team initiated a management buyout backed by Blackstone Group
, a global private equity player. Blackstone group owns 75.98% of the stake at Intelenet; 19% is held by SKM (Employee) Trust and 5.02% by Housing Development Finance Corporation Ltd (HDFC).
In 2007, Intelenet acquired two companies in Travel and IT verticals - Upstream, a US based BPO company with centres in Fargo, North Dakota
, Chesapeake, Virginia
and Campbellsville, Kentucky
and Travelport ISO, the India based captive perations of the Travelport
group.
In January 2010 Intelenet set up a delivery centre in Krakow
, Poland
.
. Intelenet is also certified to ISO/IEC 27001
for information security
.
Intelenet is certified to People Capabilities Maturity Model (PCMM) - Level 3. Intelenet's HR practices spanning recruitment, career enhancement, continuous learning, performance management, communication and employee recognition have been standardized as part of the certification process.
Other verticals serviced are Utilities, Media, Government and Entertainment
Business process outsourcing
Business process outsourcing is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca Cola that outsourced large segments...
(BPO) & contact center
Contact centre (business)
A contact centre is a facility used by companies to manage all client contact through a variety of mediums such as telephone, fax, letter, e-mail and increasingly, online live chat....
provider headquartered in Mumbai
Mumbai
Mumbai , formerly known as Bombay in English, is the capital of the Indian state of Maharashtra. It is the most populous city in India, and the fourth most populous city in the world, with a total metropolitan area population of approximately 20.5 million...
, India
India
India , officially the Republic of India , is a country in South Asia. It is the seventh-largest country by geographical area, the second-most populous country with over 1.2 billion people, and the most populous democracy in the world...
, backed by Blackstone Group
Blackstone Group
The Blackstone Group L.P. is an American-based alternative asset management and financial services company that specializes in private equity, real estate, and credit and marketable alternative investment strategies, as well as financial advisory services, such as mergers and acquisitions ,...
.
The company offers 24/7
24/7
24/7 is an abbreviation which stands for "24 hours a day, 7 days a week", usually referring to a business or service available at all times without interruption...
services for contact center, transaction processing, finance & accounting and human resource outsourcing services to Fortune 500
Fortune 500
The Fortune 500 is an annual list compiled and published by Fortune magazine that ranks the top 500 U.S. closely held and public corporations as ranked by their gross revenue after adjustments made by Fortune to exclude the impact of excise taxes companies collect. The list includes publicly and...
companies in the UK, USA, Australia
Australia
Australia , officially the Commonwealth of Australia, is a country in the Southern Hemisphere comprising the mainland of the Australian continent, the island of Tasmania, and numerous smaller islands in the Indian and Pacific Oceans. It is the world's sixth-largest country by total area...
and India
India
India , officially the Republic of India , is a country in South Asia. It is the seventh-largest country by geographical area, the second-most populous country with over 1.2 billion people, and the most populous democracy in the world...
. Intelenet has 31000 employees across 30 delivery centers globally in India
India
India , officially the Republic of India , is a country in South Asia. It is the seventh-largest country by geographical area, the second-most populous country with over 1.2 billion people, and the most populous democracy in the world...
, Philippines
Philippines
The Philippines , officially known as the Republic of the Philippines , is a country in Southeast Asia in the western Pacific Ocean. To its north across the Luzon Strait lies Taiwan. West across the South China Sea sits Vietnam...
, Mauritius
Mauritius
Mauritius , officially the Republic of Mauritius is an island nation off the southeast coast of the African continent in the southwest Indian Ocean, about east of Madagascar...
and USA. Susir Kumar is the Managing Director and CEO. Intelenet’s management team has been with the organization since inception.
The company's headquarters is in Mumbai, and operates from 30 delivery centers in Mumbai, Chennai, New Delhi, Gurgaon, Mauritius, Philippines, USA (Fargo, Campbellsville, Chesapeake) United Kingdom (Fort William, Plymouth) and Krakow. Domestic Operations operate in Mumbai, Gurgaon, Chennai, Bangalore, Pune, Kolkata, Mohali, Pondicherry and Dehra Dun.
Intelenet has won the contract of UIDAI for providing outsourced call centre services.
History
Intelenet Global Services was formed in October 2000 as a 50:50 Joint Venture (JV)Joint venture
A joint venture is a business agreement in which parties agree to develop, for a finite time, a new entity and new assets by contributing equity. They exercise control over the enterprise and consequently share revenues, expenses and assets...
between Tata Consultancy Services
Tata Consultancy Services
Tata Consultancy Services Limited is a global IT services, business solutions and outsourcing company headquartered in Mumbai, India. It is the largest provider of information technology in Asia and second largest provider of business process outsourcing services in India...
and Housing Development Finance Corporation
Housing Development Finance Corporation
Housing Development Finance Corporation Limited or HDFC , founded 1977 by Hasmukhbhai Parekh, is an Indian NBFC, focusing on home mortgages. HDFC's distribution network spans 283 outlets that include 66 offices of HDFC's distribution company and HDFC Sales Private Limited.In addition, HDFC covers...
Ltd. (HDFC) and started operations in November 2001.
In July 2004, TCS divested its 50% stake, which was purchased by Barclays Bank Plc one of Intelenet’s biggest clients. By 2006, Intelenet had grown to over 5000 people with over 20 client relationships.
In 2006, Intelenet ventured into the India domestic BPO industry with its acquisition of Sparsh BPO Services from Spanco Telesystems. Intelenet is today the largest player in the domestic BPO market with over 18000 employees in 10 locations across India, providing customer management, outbound sales and analytics in the Banking and Financial Services, Telecom, Travel, Insurance, Retail and Government sectors.
In 2007, Intelenet’s management team initiated a management buyout backed by Blackstone Group
Blackstone Group
The Blackstone Group L.P. is an American-based alternative asset management and financial services company that specializes in private equity, real estate, and credit and marketable alternative investment strategies, as well as financial advisory services, such as mergers and acquisitions ,...
, a global private equity player. Blackstone group owns 75.98% of the stake at Intelenet; 19% is held by SKM (Employee) Trust and 5.02% by Housing Development Finance Corporation Ltd (HDFC).
In 2007, Intelenet acquired two companies in Travel and IT verticals - Upstream, a US based BPO company with centres in Fargo, North Dakota
Fargo, North Dakota
Fargo is the largest city in the U.S. state of North Dakota and the county seat of Cass County. In 2010, its population was 105,549, and it had an estimated metropolitan population of 208,777...
, Chesapeake, Virginia
Chesapeake, Virginia
As of the census of 2000, there were 199,184 people, 69,900 households, and 54,172 families residing in the city. The population density was 584.6 people per square mile . There were 72,672 housing units at an average density of 213.3 per square mile...
and Campbellsville, Kentucky
Campbellsville, Kentucky
Campbellsville is a city in Taylor County, Kentucky, United States. The population within city limits was 10,498 at the 2000 census. It is the county seat of Taylor County, and the home of Campbellsville University...
and Travelport ISO, the India based captive perations of the Travelport
Travelport
Travelport is a broad-based business services company and a leading provider of critical transaction processing solutions to companies operating in the global travel industry...
group.
In January 2010 Intelenet set up a delivery centre in Krakow
Kraków
Kraków also Krakow, or Cracow , is the second largest and one of the oldest cities in Poland. Situated on the Vistula River in the Lesser Poland region, the city dates back to the 7th century. Kraków has traditionally been one of the leading centres of Polish academic, cultural, and artistic life...
, Poland
Poland
Poland , officially the Republic of Poland , is a country in Central Europe bordered by Germany to the west; the Czech Republic and Slovakia to the south; Ukraine, Belarus and Lithuania to the east; and the Baltic Sea and Kaliningrad Oblast, a Russian exclave, to the north...
.
Certifications
Intelenet's operations teams are certified to the standards of Customer Outsourced Performance Centre (COPC) version 4.1 awarded by COPC Inc.COPC Inc.
Customer Operations Performance Center Incorporated, also known as COPC Inc., is a privately held international customer service support company based in Austin, Texas. COPC Inc. redesigns business processes for customer contact center and business process outsourcing services, offering training,...
. Intelenet is also certified to ISO/IEC 27001
ISO/IEC 27001
ISO/IEC 27001, part of the growing ISO/IEC 27000 family of standards, is an Information Security Management System standard published in October 2005 by the International Organization for Standardization and the International Electrotechnical Commission...
for information security
Information security
Information security means protecting information and information systems from unauthorized access, use, disclosure, disruption, modification, perusal, inspection, recording or destruction....
.
Intelenet is certified to People Capabilities Maturity Model (PCMM) - Level 3. Intelenet's HR practices spanning recruitment, career enhancement, continuous learning, performance management, communication and employee recognition have been standardized as part of the certification process.
Key services and industry verticals
- Inbound and Outbound Contact CentreContact centreContact Centre may refer to:*A Child contact centre, a centre for children to maintain contact with an absent parent*A contact centre , an extension of a call centre*A Call centre...
operations - Customer Service, Sales, Collections via multiple delivery channels including, telephone, email, web chat and fax
- Back office operations - Application data entry, transaction ProcessingTransaction processingIn computer science, transaction processing is information processing that is divided into individual, indivisible operations, called transactions. Each transaction must succeed or fail as a complete unit; it cannot remain in an intermediate state...
for insuranceInsuranceIn law and economics, insurance is a form of risk management primarily used to hedge against the risk of a contingent, uncertain loss. Insurance is defined as the equitable transfer of the risk of a loss, from one entity to another, in exchange for payment. An insurer is a company selling the...
and hospitalityHospitalityHospitality is the relationship between guest and host, or the act or practice of being hospitable. Specifically, this includes the reception and entertainment of guests, visitors, or strangers, resorts, membership clubs, conventions, attractions, special events, and other services for travelers...
verticals
- Finance & Accounting (F&A) services - General ledgerGeneral ledgerThe main accounting record of a business which uses double-entry bookkeeping. It will usually include accounts for such items as current assets, fixed assets, liabilities, revenue and expense items, gains and losses. Each General Ledger is divided into debits and credits sections. The left hand...
, accounts payableAccounts payableAccounts payable is a file or account sub-ledger that records amounts that a person or company owes to suppliers, but has not paid yet , sometimes referred as trade payables. When an invoice is received, it is added to the file, and then removed when it is paid...
, accounts receivableAccounts receivableAccounts receivable also known as Debtors, is money owed to a business by its clients and shown on its Balance Sheet as an asset...
, bank reconciliationBank reconciliationA Bank reconciliation is a process that explains the difference between the bank balance shown in an organisation's bank statement, as supplied by the bank, and the corresponding amount shown in the organisation's own accounting records at a particular point in time.Such differences may occur, for...
, revenue accounting, travel and entertainment expenses, management reporting and analysis, payroll processing etc.
- IT and Process Consulting – Intelenet’s process consulting capabilities include consulting on Business Process Management Systems, process re-engineering and business analytics using COPC and Six SigmaSix SigmaSix Sigma is a business management strategy originally developed by Motorola, USA in 1986. , it is widely used in many sectors of industry.Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects and minimizing variability in manufacturing and...
.
Focus verticals
- Banking and Financial Services & Insurance: The Banking and Financial Services (BFS) industry is a core focus area for Intelenet spanning retail banking, business banking and shared services.
- Travel & Hospitality - Intelenet delivers customer support services and handle customer queries relating to Baggage Check, General Reservation, Fares & Pre-paid Ticket Advices (PTAs)
- Healthcare - Intelenet provides helpdesk services and product / technical support to end-users.
- Telecom - Intelenet manages the entire customer life cycle (customer acquisition, maintenance and retention) for leading telecom service providers, which includes back office processing and voice-based processes.
- Retail - Intelenet offers customer interaction services along with end-to-end Rebate Processing and tracking services for its clients in the retail segment.
Other verticals serviced are Utilities, Media, Government and Entertainment
Awards and recognition
- In 2010, Its ranked 9th in Top-20 IT/BPO employer in India by NASSCOMNASSCOMThe National Association of Software and Services Companies of IT software and services related activities for use of both the software developers as well as interested companies overseas....
. - Ranked 12th in the NASSCOM Top 15 BPO Ranking for FY09-10 and ranked 15th in the Dataquest Top 20 BPO Ranking 2009 by DataquestDataquestDataquest is India's oldest IT publication. A fortnightly, Dataquest is published by Cyber Media India Ltd, South Asia's largest specialty media group. The magazine targets senior IT managers in user organizations as well as the IT industry professionals in India.Dataquest has grown with the Indian...
magazine. - Featured in the Fourth Deloitte Technology "Fast 50 India" 2008 program, which ranks the 50 fastest growing technology companies, public or private, based on percentage revenue growth over three years.
- Best Employer in India and Asia for 2009 by Hewitt AssociatesHewitt AssociatesHewitt Associates , based in Lincolnshire, Illinois, United States was a global human resources outsourcing and consulting firm delivering a complete range of integrated services to help companies manage their total HR and employee costs, enhance HR services, and improve their workforces.Hewitt...
. Intelenet has been ranked amongst the Top 25 Employers in India as part of the Best Employers in India Study for 2009 conducted by Hewitt Associates in partnership with Outlook Business, a leading business magazine in India. Intelenet was also recognised as the Hewitt Best Employer in Asia 2009. - Ranked 2nd among Large Organisations’ at The Economic TimesThe Economic TimesThe Economic Times is an English-language Indian daily newspaper published by the Bennett, Coleman & Co. Ltd.. The Economic Times was started in 1961. It is the most popular and widely read financial daily in India, read by more than 8 lakh people...
Best Workplaces in India for 2008 and 2009. The survey was conducted based on best practices and employee feedback. The ‘India’s Best Companies to Work For’ - 2009 list was produced by Great Place to Work Institute, India in association with The Economic TimesThe Economic TimesThe Economic Times is an English-language Indian daily newspaper published by the Bennett, Coleman & Co. Ltd.. The Economic Times was started in 1961. It is the most popular and widely read financial daily in India, read by more than 8 lakh people... - Ranked 23rd in IAOP's "Global Outsourcing 100 for 2009" and also featured in the Leaders Category of Global Outsourcing 100 for 2010
- Best Performers category in Global Services 100 List for 2009
- BPO Project of the Year 2007 at the NOA Awards 2007, an annual award by National Outsourcing Association, the UK’s only outsourcing trade association
- TMC CRM Excellence Award 2009
- MVP Quality Award – Bronze for 2006, 2007 and 2008.
- Silver Position in the ‘Best Contact Centre – Large Size’ category at Contact Center World Awards 2008 – Asia Pacific organised by Contactcentreworld.com