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Priyanka Vyas

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New Delhi Jan. 29 With the deadline for the Railways' call centre coming closer, Stracon Back Office Solutions, which has bagged the deal as part of the Spanco Telesystems consortium, is ramping up to meet the challenge.

The company, which would now be known as Omnia BPO Services Ltd, estimates that the Railways' call centre business would require 2,000 employees initially and as it would get implemented on a national level, the human resource demand could increase to 5,000 by the end of December 2007.

"Currently, the Railways receive around two million calls a day. We would be operating with an estimated capacity of receiving 6 million calls a day and expect the volume to hit 10 million," said Mr Pravin Kumar, Omnia BPO Services. Omnia also expects to double its head count across verticals to 6,000 from the current 3,000, added Mr Kumar.

Expanding services

The company operates in the travel, telecom and BFSI segment. It also offers similar services for Indian.

Omnia BPO Services is planning to invest Rs 70-100 crore by the end of the year to expand its facility in tier II cities such as Mysore, Ahmedabad, Indore and Bhubaneshwar. Initially, the funding would be through internal accruals, but going forward the company may consider raising funds through lenders, he said. With the domestic BPO market fragmented, the company may consider inorganic growth and would be looking at smaller players in the sector.

The market for the domestic ITeS/BPO segment has been estimated at Rs 3,800 crore in 2005 and is expected to grow at a 52 per cent CAGR to touch Rs 30,537 crore by 2010, according to a recent IDC-NASSCOM joint study.

More Stories on : Outsourcing | Railways

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