DQ estimates

Just like its peers in the DQ Top 15, GECIS, e-Serve and HSBC, American Express was one of the biggest growth stories of the year in the Indian BPO scenario. This was thanks in no small measure to its rapid scaling up whereby it more than doubled its headcount at its Gurgaon facilities. The pioneer of offshoring to India (yes, even preceding GE) has been an unbridled votary of outsourcing to India-not only does it function out of its captive, the Indian operation also outsourced many processes to other third-party vendors in the country.

Otherwise, the Gurgaon facility was used to primarily handle data management, information analysis and control operations. The center also provided the parent company administration, recruiting and staffing services, payroll services and record management, and other HR management-related services. One unique feature about Amex: it was the only company in the DQ Top 15 present in only one location, ie, Gurgaon. While this might have been an advantage till now in providing centralized management, it could place any future scale-up in jeopardy owing to manpower shortage.