The rise and fall of Zensar BPO
By Mike

Zensar Technologies describes itself as a globally focused software and services company spread across 18 countries. Zensar provides end-to-end services from IT development to Business Process Outsourcing, from consulting to implementation. Currently, Zensar Technologies employs more than 5000 associates, sales and operations staff. It had revenue of Rs 952 Crore last year.

On its website,  Zensar talks about is lasting relationship with customers like Cisco, National Grid, Fujitsu, Marks and Spencer, Danaher Corporation, Electronic Arts and Logitech among others. Zensar has also forged strategic technology partnerships with global technology leaders such as IBM, Microsoft, Sun Microsystems and Oracle.

While Zensar has had tremendous success in the IT and consulting sectors, its BPO division is suffering a depressing low after heady heights of success.

During its peak, Zensar BPO managed the outbound processes for Primus Canada (Telecom and Broadband), North America based Airmiles, Canada’s HBC Bank and Irish TalkTalk.  Zensar also had a number of smaller processes.

The downward spiral began with the exits of the highly regarded HR manager Kavita as well as the equally respected Manjari Gokhale.  Even though Kavita was replaced by the very able Training Head Siddharth Sharma,  and despite the management’s best efforts, the bigger clients took their business elsewhere.

Before long,  the company decided to ‘right size’ itself.  All senior managers were absorbed into the parent Zensar Technologies and the Agents were let go.

Today,  Zensar is left with one big client – Kotak Mahindra.  It has also accepted a number of smaller domestic processes when one time it was the King of overseas Outbound Calling.

Such is the nature of India’s highly competitive BPO business.