BPO firm Aegis plans to add 4,000 people across its 28 delivery centres nationwide this fiscal, on the back of steady demand from e-commerce and financial institutions, the firm’s Global CEO Sandip Sen told BusinessLine .

Demand for outsourcing from clients in India, Asia, West Asia and Africa is prompting the company, part of the $35-billion Essar Group, to increase its workforce. Of the firm’s 40,000 employees, 27,000 are located in India, company executives added.

Double-digit growth Aegis is also targeting revenues of $500 million by the end of this fiscal, which translates into double-digit growth, in line with the industry. The demand for its services is coming largely from e-commerce firms — including Flipkart — as well as institutions that have received licences to operate payment banks.

“Since several e-commerce companies rely a lot on contact centres and technology, we are bullish about our pipeline of projects,” said Sen.

He added that unlike in the past, when call centres were all voice-based, now the company sees the need to handle customer queries through e-mail, chat and social media.

All this is leading to analytics work, which in turn can be used to charge a premium for services rendered, say industry watchers. Last October, Aegis opened an Asia-Pacific analytics, social media and multilingual hub in Melbourne with an investment of around $2.8 million. The company has set up similar hubs here and in Mumbai.

The company is upbeat about the financial services sector, where it has 25 clients at present. It is in talks to provide outsourcing services to newly licensed payment banks. “We see demand coming from the insurance sector, with the FDI limit going up to 49 per cent,” said Sen.

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