Serco, the FTSE 100 international service company, today announced the expansion of its Agra facility by increasing its headcount and creating 850 new positions. These positions are expected to service leading clients within the telecom vertical, providing a comprehensive range of telecom services in India.
Serco's facility is located at Bhawna Plaza, Awas Vikas Yojna. With the addition of 850 employees at the centre, Serco has successfully established itself as the largest provider of BPO services with almost 2000 employees in Agra.
Commenting on the development, Mr. Bhupender Singh, CEO of our Global Services business in the AMEAA region said, "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."
Serco has been steadily expanding its presence in India. Earlier this month Serco launched a facility in Shimoga, Karnataka for a leading telecom service provider and over the past year has expanded its footprint in Karnal, Patna, Lucknow, Baroda, Madhyamgram and Jhangipur.
Serco' BPO business is now over USD 1 billion globally, and India has been a key contributor to this growth. It currently services four broad 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.
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.