WNS enters the BPO big-time

July 10, 2008 | Phil Fersht

WNS So the long debated and much anticipated saga of the Aviva BOT (Build-Operate-Transfer) has finally been resolved, with WNS Global Services taking on a $1 billion contract to become the British insurance giant's BPO provider of choice for the next 8 years.  WNS will be assuming all of the current 24/7 Customer contact center work and some of EXL Service's F&A work, with the latter's contract remaining until 2012.  This contract follows a storming 2007 for WNS, where the Mumbai-headquartered firm has made significant inroads into both financial services and retail sectors, in addition to its already dominant position in the airline sector. 

Some key points

  • This deal will likely propel WNS close to a 10% marketshare for F&A BPO
  • WNS's recent acquisition of BizAps gives the firm much-needed ERP enablement skills at a time the firm is making aggressive strides to compete for enterprise BPO deals - a key requirement
  • Not a vote of confidence for the much-vaunted BOT model for business processes - and Wall St. also seems to be going cold on BOT. It's interesting that Aviva is electing to move to a straight BPO model at the same time it is expanding aggressively into the US domestic insurance market
  • WNS's revenue has rocketed to $460m for fiscal 08 - a 32% hike over 2007, ever since our popular guest columnist Deborah Kops took over their marketing.

Dr Evil'


$1 Billion Dollars....

Posted in: Business Process Outsourcing (BPO)Finance & Accounting BPO

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