When Intelenet made the news in 2015, it was mainly due to the six-month bidding war that ultimately saw Serco sell the business to Blackstone Group LP for £250 million, four years after buying the unit from the same company back in 2011.
Now in 2016, Intelenet Global Services is making headlines for all the right reasons: winning awards, pioneering new tech and increasingly being recognised as a leader in the global outsourcing market. Not long after being chosen as Supplier of the Year by Barclays, picked from a supply base of thousands, Intelenet’s relationship with Barclays FAC won “Best Far-shore Team” at the NOA’s Professional Awards 2016, recognising a decade-long partnership defined by the mutual trust, respect, discipline and standards of excellence held by both service provider and client.
Following Intelenet’s victory at the NOA’s Professional Awards, Sourcingfocus spoke with Bhupender Singh, CEO of Intelenet Global Services, about their victory, where they’ll go from here and what the future of outsourcing holds.
Congratulations on your Professional Awards victory! What do you think particularly stood out to the judges?
Bhupender: I think it’s clear that we’re always putting our clients’ interests first, and that we ‘walk the walk’ unlike many other service providers. We’ve always been willing to cannibalise our revenues and use innovative pricing models to the benefit of our clients, including Barclays. Also, while we service many sectors – including travel, retail, healthcare, telecoms, utilities and more – banking and retail are certainly our strongest sectors, making up around 45 per cent of our business.
Where will Intelenet go from here?
Bhupender: We’ll hopefully carry on winning awards! Intelenet is also in the process of moving beyond BPO, with a strong focus on technology, knowledge and intelligence to enhance our service offerings. We’re investing in plenty of new partnerships and tools – with over 120 tools and applications in our repertoire currently being put to use – with the emphasis on constant investment in automation and augmenting technology, along with the digital teams, divisions and companies involved in these areas. Our aim is to approach $1 billion in revenue with the use of these technologies, without this growth being reflected in our company headcount.
In 2016, it’s more clear than ever that the worlds of digital and outsourcing have collided. What should organisations do to come out on top?
Bhupender: Yes, collision is certainly taking place! Over the last two years the outsourcing industry has been very much driven by the desires of the end-consumer; individuals who are increasingly comfortable with digital personally, can handle it, and are expecting it more and more in business. Start-ups are really driving the change and playing a bigger role in the outsourcing space, which is prompting legacy and incumbent players to speed up change themselves.
As a sponsor of the NOA Symposium 2016, Intelenet will be exhibiting their latest technological solutions in the Symposium’s first ever Technology Hub. Five tools will be exhibited – Radius, Business Pulse, iFare, iSafe and iOp – which have been proven to boost capabilities in the areas of customer experience, data processing, airline back offices, airline GDS systems and contact centres respectively.
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Related: Winners announced for the NOA’s Professional Awards 2016
