Mr. Manoj Kumar Matai, Vice President, Solutions & Transition, Jindal Intellicom is an Information Technology professional with over 14 years experience in project management, sales, pre-sales, consulting and information technology infrastructure management roles. Manoj is an Engineering graduate with a Master's Degree in Business Administration from Mumbai Education Trust. He has a core expertise in new business development, client solutions design, offshore process migration and transaction processing delivery set-ups. Manoj joined Jindal Intellicom in the year 2004 and is responsible for new business development and client process migration.
Jindal Intellicom is one of India's leading outsourcing companies providing a high-quality, cost-effective solutions focused on what not only what our clients need currently, but also keep in mind their future needs. We provide a complete blend of services including debt collections, customer service, order taking, technical support, consumer surveys and outbound customer acquisition. Founded in 1999, Jindal Intellicom has a 2,000 seat delivery center in central west Delhi at Moti Nagar. Intellicom strives for excellence in all the services we provide by constantly testing our current systems and reformulating our methods for success. Jindal Intellicom provides focused solutions to its varied clientele by customizing its technology, training procedures and operations processes without compromising on quality. Jindal Intellicom is an established player in the international BPO segment, and has recently forayed into the domestic front. Jindal Intellicom’s attempt is to create a niche for itself as the deliverer of quality interactions rather than the quantity. Jindal Intellicom has brought two clients from the banking and financial sectors on board and are looking at expanding its services further into retail and telecom markets. Intellicom is part of the Jindal Organization, one of India's largest business houses. In 1999 Jindal decided to offer this experience for the benefit of other companies and thus Intellicom Contact Centers was created.
Speaking with Anil Mascarenhas of IIFL, Manoj Matai says "We plan to leverage the experience gained in the international market to our domestic segment"
What is the business model of Jindal Intellicom?
Jindal Intellicom is a back office business process outsourcing company focussed on providing the following services:
- Customer care
- Sales & Retention
- Market research / consumer surveys
- Quality monitoring
What is the revenue break up from various segments? How much of your revenues come from the domestic market?
70% of our current revenues come from BFSI. Rest comes from Consumer Durables, IT & Telecom and Direct Marketing. We commenced our domestic operations in August 2010 and are still in pilot stage.
What are your plans in the domestic market?
We plan to leverage the experience gained in the international market to our domestic segment. Hence, ensuring premium level of services for the domestic market. We are targeting to have 500 seats for domestic operations by year end 2011.
What would you say are your USPs?
Our USPs is our redundant & secure technology architecture, ability to quickly ramp-up, operational excellence, domain knowledge and dedicated senior management focus – coupled with a great location in New Delhi and being a part of the OP Jindal Group.
Which are the verticals you cater to?
We cater to various verticals like BFSI, IT & Telecom, Consumer Durables, Travel, Infrastructure, and Entertainment.
Who are your top clients. How much do the top 5 contribute to your revenue and profits?
We work with some very large companies including Fortune 500 list.
What is the quantum of business that comes from the Jindal group?
Due to nature of the parent group’s businesses, we do not have on-going captive engagement for the parent / associated companies.
What is your vision for the company?
We would like to work with a select few clients and deliver ‘Best In Class’ customer focused solutions for them by utilizing our cutting edge CRM platform, a highly committed senior & middle management team and a commitment to quality and reliability in line with the Group ethos.
What is your offshore-onshore mix?
As this point in time, we have approx. 800 people in our international business as against less than 100 in domestic.
We have immense domain experience and processes from our decade old offshore BPO that we are looking forward to deploy in the domestic engagements. We are very excited with the feedback received from our performance in domestic pilot programs so far and will continue to invest in growing this business.
What kind of Domain expertise do you have in NBFC and Banking?
We specialise in Debt Collections (Early Buckets till recoveries), Customer Service, Retention & Sales.
What are your expansion and capex plans for the coming years? How do you propose to fund the same?
We have recently added 500 seats and have a large capacity within the 28, Shivaji Marg facility to expand. We will utilize internal accruals to fund these expansions.
What is the attrition level?
Due to the brand name recognition of the Jindal Organization, immense locational advantage, progressive compensation practices and vast opportunities for internal growth we have been able to keep attrition very low resulting in superior operational stability and production results.
Location benefit: we are located at Shivaji Marg in central west New Delhi, very close to large residential colonies and only call center of size within a 10 KM radius. For our employees, travel time to Intellicom vis-à-vis other call centers is an average 45 minutes compared to 120 minutes each way.
What is the shareholding pattern of the company? Any plans to raise funds or get listed?
We are a subsidiary of the flagship group company – Jindal SAW Limited. There are no plans or requirements as of now to raise funds.
Comment on your facilities and capacity. What is the utilization rate?
Jindal Intellicom has a state of the art facility with approx. 1,100 seats in central west New Delhi at Shivaji Marg. The facility is located in a 2.5 acre walled campus with close proximity to public transport including Delhi metro. The utilization rate is over 80% at peak.
What is your employee strengths? What are your ramp up plans?
We have close to a 1000 employees at present. Our target for 2011 is to add approx. 800 FTEs including domestic business.
What is your advice to fresh B-School grads who wish to join your company?
We do not hire fresh B School grads at present. However, we have a program in the pipeline that would require us to deploy B school grads with some background in specific software / mathematics. More details to be shared at appropriate time.
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