Overview

HCL Business Services - The Beginning

In the year 2001, HCL Technologies Limited pioneered third party BPO (Business Process Outsourcing) industry in India by launching HCL Business Services (formerly HCL BPO Services).

HCL Business Services provides 24X7, multi-channel and multi-lingual support in 8 European languages. Over 11,500 professionals operate out of 26 delivery centers across US, UK, APAC, Europe and South America.

HCL Business Services focuses on key industry segments such as Financial Services, Health Care Services, Telecom, Energy & Utility, Public Services, Manufacturing, Retail & CPG, Media & Publishing,   and Logistics.

In addition to providing vertical industry specific solution, HCL Business Services provides the following cross industry horizontal solutions: Finance & Accounting Outsourcing, Human Resources Outsourcing, Customer Relationship Management, Knowledge Process Outsourcing, Technical Support Services and Supply Chain Management (SCM).

HCL Business Services - From Traditional BPO to NeXt Generation BPO

HCL pioneered third party BPO operations, multi-country delivery and the platform business model in India. Today, with over a decade of industry experience and numerous Fortune 500/Fortune Global 500 customers, HCL pursues a revolutionary maturity level and has evolved into a new form of BPO called ‘Transformational BPO’ involving Full Process and Multi-Process outsourcing.

This strategic decision to evolve from the traditional contact center model to the more holistic Business Services model is to effectively address the evolving requirements and expectations of BPO customers worldwide.  HCL leverages its strengths in IT to provide customers the benefits of a complete outsourced experience.

HCL Business Services - Differentiators

• Vertical based, domain orientation
• Innovation and improvement-led solutions with transformation as the ‘arrow head’
• Integrated global delivery model (IGDM) for multi-country, multi-shore options
• Risk/reward based, flexible business models
• Collaborative, partnership based approach
• A business services approach with world-class delivery standards
• Employee First, Customer Second philosophy

HCL Business Services - The Capabilities

HCL Business Services excels at developing reliable and scalable solutions for essential business processes, in line with industry Best Practices and metric-based Quality norms. This capability is enhanced by a thriving technology infrastructure, strong human resources, customized training program and a transition framework.

HCL Business Services - Accolades

• HCL ranks in the ‘Leaders Category’ of IAOP’s 2012 Global Outsourcing 100 Service Providers List
• HCL won the ‘Market Facing Innovation’ award at the NASSCOM Innovation Awards 2012
• HCL was conferred with the following recognitions at the Contact Centre World's Top Performers Conference 2011:
  • Best in Customer Service
  • Best Incentive Scheme
  • Best Recruitment Campaign
  • Best Large Contact Centre

• HCL won awards for ‘Innovative Recruitment’ and for ‘Managing Health at work’ at the Asia’s Best Employer Brand Awards 2011
• HCL was felicitated with the prestigious ‘National Best of All Awards’ on Economics of Quality at the QCI-DL Shah National Awards 2011
• HCL was conferred with the ‘Operational Excellence and Quality’ award at the BPO Excellence Awards 2010-11

HCL Business Services – Quality Certifications

• CCA Global Standard
• COPC 2000 (CSP Release 4.1)
• ISO 9001:2000
• OHSAS 18001:2007
• ISO 14001:2004

Security Systems Certifications include:

• ISO 27001:2005
• ISO 20000:2005
• SAS 70 Type II

For details reach us at  Marketing.BPO@hcl.com