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InfoVisions performance and public profile are out of sync, with the company hardly known outside the industry

The third ranker in the Top 10 in the Dataquest Domestic Call Center Survey 2008, InfoVision is a little unconventional when compared to its brethren. While telecom is the bread and butter for most otherslarge and small, InfoVision draws 70% of its revenue from BFSI, which is set to grow to 75% in 2007-08. And before you reject it as the typical low-value cold calling work, here is a factoid: the inbound sales queries for the most premium card from the most premium credit card brand are handled by InfoVision.

Unlike the other four in the Top 5 club, InfoVision started as a domestic contact center and though it has a small offshore operation, it positions itself more as a domestic player, taking up industry causes in recent times. While in this research we have excluded its revenue from HR services, the company draws close to 10% of its revenue from HR services, and may well position itself as a broad-based domestic BPO services player when the opportunities open up. What also sets it apart from the top two is that in the domestic space, it has grown completely organically.

InfoVision Rank 3

Aditya Gupta, CEO, InfoVision

Being a player that has grown one step at a time, InfoVision has tried its hand in multiple industries and opportunities and draws a very healthy 15% of its revenue from the consumer durable industry and 5% from hospitality. Its client portfolio includes Lufthansa (travel), Shoppers Stop (Retail), PVR (entertainment), Oberoi Group (hospitality), LG Electronics (consumer electronics), Airtel (telecom), and of course fourteen banks including ICICI and ABN-AMRO. However, InfoVisions client concentration also looks healthy, with 15% of its Rs 121.5 crore coming from its top client and 34% from the top three.

In the future as well, it plans a full-bodied growth across verticals but considers the consumer durables an area where maximum business is going to be generated from for Indian call centers. In the service lines, it has a strong hold on telemarketing, earning 47% of its revenue from it. However, a slight decline in the number is expected in the coming fiscal. Customer service (20%) and collections (17%) follow.

Bracing for the boom in tech services and consumer durables, it is estimated that InfoVisions workforce would be around 11,850 in FY 08. The Chennai facility (1,800 seats) is second only in size to its first facility in Gurgaon. It has delivery centers in Bangalore (1,000 seats) and Mumbai (1,000 seats) as well. Its other facility is in Hyderabad but that is a small 200-seater.

InfoVision has no facilities in tier-2 or tier-3 cities, unlike most others in the list. That could be a challenge when it comes to managing margins in the future.

InfoVisions president Aditya Gupta confirms that all of its growth has been organic, and in future, the growth will come from consumer goods and technology services which are basic in the US but are yet to find strong footing in India. He rubbishes all categorizations and specialization in a specific vertical and says that as markets open up companies like InfoVision will have to excel in managing the operations of a BPO, rather than trying to do customers business.

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