WNS is a leading pure play BPO globally and has never failed to take pride in this fact. Yet, when it comes to applying IT where it mattersie, in platform creationWNS Global Services leads from the front. While many Indian BPO companies have used the acquisition route to build scale, get customer access, and gain entry to new service lines, WNS has effectively used that route to get platforms in micro verticals. While its Trinity acquisitions gave it the Trinity mortgage platform, the PRG Airlines merger gave it the Verifare airlines platform. In other words, like Wipros string of pearls acquisition in IT, WNS has invested on engines of future growth, rather than buying growth.

Nearly 30% of its revenues in FY 07 came from these integrated platforms like Jade and Verifare (airlines), Trinity (mortgage), and Flovate (auto claims). The Churchs Chicken relationship is an example of its platform BPO success.

But, unlike many peers, WNS still does not claim to be an IT services player. IT is a means to an end, and facilitates better delivery of BPO services. And, that requires not just technology skills, but the right talent.

While Ramesh Shah took over as chairman, Aniruddh Limaye joined as chief peoples officer; Arjun Singh as CEO of BFSI unit; Akos Csernus as head of the Bucharest facility; Deborah Kops as the chief marketing officer; and Anish Nanavaty as CEO of WNS Knowledge Services. Former CEO of Knowledge Services, Amit Bhatia moved on to focus on talent management issues as part of the CEOs officeanother industry-leading move from WNS.

WNS added twenty-five new clients during the year. Though Europe contributed 62% of the revenues, North America was growing much faster, implying a more uniform spread in the coming years.

Even as transformation and build-up was on, what grabbed headlinesand rightfully sowas WNS listing on NYSE in July. One small step for the company in its evolution toward a leading global BPO player, but a giant leap for the Indian BPO industry, as WNS was the first Indian BPO to get listed in the American bourses. DQ

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