Executive Company Profile: InfosysBPO

Infosys BPO has evolved quickly into a major contender in the global BPO marketplace. The firm has quietly gone about building its BPO business streams since inception via the buyout of F&A provider Progeon, exactly six years ago and has surpassed $500m in revenues this year. HfS has always been encouraged by the firm’s approach to developing both horizontal and vertical BPO services and the focus on leveraging the company’s IT heritage to augment the firm’s value proposition. “InfosysBPO” is by no means the biggest player in the BPO business nor does it want to be, but the firm has established itself as a smart and very respected provider within a few short years.
 

InfosysBPO has leveraged a strong ITO reputation and brand associated with the performance of Infosys IT. The firm has built out BPO relationships by leveraging the ITO clients. Sixty percent of the current BPO clients also have ITO relationships with Infosys. However, this heritage has also proven to create its own challenges. Infosys is known to be a strong Indian ITO company. Because of this, InfosysBPO has been working to leverage the brand, and yet at the same time, the firm has to create a level of separation. To make the leap to the next level of Tier 1 providers, InfosysBPO has to become more of a global provider and not be seen as an India-centric provider. InfosysBPO is making progress but is not there yet. 
 

Overall, InfosysBPO has shown the rest of the industry how to grow profitably and maintain above-industry growth performance. In the fiscal year, InfosysBPO grew its business from $352m to $427m, while maintaining operating margins in excess of 20% – a better growth performance than the rest of the BPO market. We believe the firm has also established strong positions in the retail and consumer products, banking, insurance and manufacturing industry verticals, in addition to the horizontal BPO areas of analytics, sourcing and procurement and finance and accounting.
 

InfosysBPO’s new offerings are more specialized to specific industries and more consultative than ever before. On the minus side, the firm’s lack of truly globalized business decisions still encumbers sales and delivery. However, InfosysBPO has tremendous depth in key industries that ensures the firm a seat at the table when buyers are looking for BPO services.