Offshore BPO company Genpact is eyeing projects from the Indian Government in the areas of inclusive growth.

“I'm unable to put a number for the government business at this stage but our focus will be on government to citizen programmes,” Mr Harpreet Duggal, Senior Vice-President —Business Leader (India to India), Genpact told Business Line .

“This (public sector) is one of the businesses that Genpact doesn't do as part of its global business and India could be a starting point,” he added. 

Genpact's India-to-India business plans to cash in on the government's needs for partners to work in its efforts in inclusion, developing the public distribution services and digitising internal processes.

Skills development

“The level of innovation you can drive in a local market is huge and the public sector is a segment we are looking at to get into, and it will be integral to our vertical strategy in India” Mr Duggal said.

Genpact is also betting big on the area of skills development which Mr Duggal believes “is a huge opportunity in developing countries.” The company recently began its work in this sector in India.

“There is a business requirement in the segment and it leverages our capability not in delivering the service directly but by developing content,” Mr Duggal said. Genpact is currently working with a company in helping develop content needed to develop skills like analytical capabilities or financial skills.

Online retailing is another area that is just staring off and there is value proposition working in areas like analytics and customer satisfaction, Mr Duggal added. 

Domain expertise

Genpact, which is now among the top 10 Indian BPO companies, is not focusing much on increasing marketing share, Mr Duggal added. “We are not going to be the biggest player in headcount. When it comes to hiring, the focus is not on numbers but on skills and domain expertise,” he said.

The company in India has 4,000 employees today and its attrition is less that 35 per cent annualised. “We should be growing at about 80 per cent a year in terms of revenue and our hiring will be a function of that,” Mr Duggal said.

In India, Genpact has been offering solutions in finance and accounting, sales and marketing analytics, customer services, financial services collections, supply chain, information technology and actuarial services with learning content development.

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