Serving as CEO since July 2018, Neeraj led the company through a smooth transition from Tata BSS to Conneqt. He had built a culture of Performance Orientation, Agility and Better Execution that helped Conneqt grow at twice the Industry growth rate and improve margins. His focus on Employee Engagement and Customer Satisfaction has helped improve both Employee Engagement scores and Client NPS. He is making large bets on Process Automation and Digital Process Outsourcing to repurpose the organization for the future. Prior to joining Conneqt, Neeraj held executive positions across technology & outsourcing majors including HCL ,IBM, ACI Computers & HP . He was also the Co-founder of mPayGo Internet Services, a FinTech start up. In his 30 year long career he is credited with being an entrepreneurial self-starter who has done business across the globe by creating practice led transformational value propositions for his clients. He is an alumnus of IIT Delhi and IIM Bangalore.
- Kindly brief us about Conneqt Business Solutions.
Conneqt Business Solutions Ltd (formerly Tata Business Support Services Ltd) headquartered in India, is one of the largest CLM (customer life cycle management) and BPM (business process management) service providers in India and the Middle East. We have over 30,000 FTE employees located across 26 delivery centers and also present in over 650 locations through our unique ‘Feet on street’ offerings. Today we support over 130 clients in 24 Indian and 12 international languages. Besides CLM BPO services we also provide Finance and Accounting (FAO), HR BPO services and vertical/industry processes.
We are also embarking on our Digital journey with innovative DIB (Digital-in a-Box) framework to help clients rapidly develop digital services that are market ready. We are also investing in automation and analytics capabilities and geographical expansion to US, Middle East and APAC.
- Mention any awards and appreciations that your company has received.
- Future of HR Summit & Awards 2019
Won the “Best Recruitment Strategy & Best Talent Acquisition Practice Award “
- Golden Globe Tigers Award 2019
Won the award for “Best High Potential Development Program – LEAP “
- Design Thinking Summit & Awards 2019
Awarded as the “Best Transitions Design Organization “
- CSR Leadership Awards 2019
Won the Best “Corporate Social Responsibility Practices Award “
- What are the different products and services of Conneqt Business Solutions?
Conneqt Business Solutions is one of the world’s leading CLM and BPM organization. Our four enablers – people, process, platforms and partners – come together to help us deliver favorable business outcomes across industries.
4. How is the global outsourcing industry evolved over the last decade and with Asian countries joining the fray, what is the current scenario of the outsourcing industry?
Past Scenario
Over the last decade, despite recession and many other economic factors, Business Process Outsourcing (BPO) industry had expanded tremendously since 2009, new facet being offshoring of IT services. ITeS and IT along with Finance functions were impacted during 2008-2009 recession but markets did not decline and maintained a steady aggregate score.
In 2008 the revenue of global outsourcing industry stood at 87.5 billion U.S. dollars and it showed an upward trend till 2012.
Over the last 5 years there was a steady drop in revenues to 76.9 billion US dollars in 2016 due various factors.
Present Scenario
America holding the largest share in revenue. Asia Pacific ranks as the fastest growing outsourcing market with a CAGR of 9.6%. India and Philippines are the two most lucrative destinations for business process outsourcing services followed by other countries
5. How is the company embracing innovation and leveraging technology for rolling out exquisite services?
ConneQT Business Solution has been heavily embracing on technological innovation. However, over a period of time we have understood that it is not just about embracing innovation, it is about embracing change. CBSL has been at the forefront of embracing the change in what customers expect from service providers. These have evolved over the last decade drastically. We have over a decade of experience in enhancing customer experiences across verticals and we see the customer expectations shifting and evolving. Technology is now not just a layer on the business but has become integral to the fabric of the company.
Keeping this in mind we introduced, a couple of years back, an accelerator framework “Digital in a Box” which has been well received across the customer community. DiB covers various aspects of front-office and back-office with the basic notion that the customers view brands as one entity and hence the entire customer journey needs to be enabled and orchestrated in a seamless manner to deliver superior CX (customer experience). This may include various technology components from Omni-Channel & CRM to automation (aka RPA) well as Social Media Services & Analytics. Our Digital stack covers solutions for the entire customer life cycle management, right from Customer targeting, acquisition, on boarding, maintaining and servicing. Our technology solutions are tailored to enhancing both experience and efficiency (E2 Index).
6. What would be your advice for the budding start-ups and entrepreneurs in this segment?
- Before you commit yourself to a start-up you should first introspect and see what problem are you trying to solve? Is it a real problem? How big is the problem? Who are the others trying to solve the same problem? How well does your solution stack up against others?
- Use technology as much as possible. In the current context of business, using technology is essential to solving problems effectively and disrupting existing players.
- Have a team in place that is cohesive and has a shared vision of the future. Find someone to lead the team. Democracy will not always work.
- But, above all, once you start don’t give up. Close your exit options. This is usually the most important difference between success and failure!
