AnswerCall will add a further 180 people to HCL’s BPO business in the region, adding to its first acquisition of the Apollo Contact Center from BT in December 2001. HCL will now employ some 1,800 people in Northern Ireland through the two companies, making it one of the largest BPO providers in the market.
AnswerCall provides a range of call center services including telesales, database cleansing, customer satisfaction monitoring, market research, mailshots, and fulfilment services from its 300-seat call center in Armagh. It provides these services primarily to the motor and transport industries.
In July 2003, HCL won one of the largest BPO contracts signed to date by an Indian offshore outsourcer with BT Group, worth $160m. Through that deal, HCL provides call center services from its center in Noida, which will be managed by BT personnel, through which HCL will provide three-way communications between India, Britain and the US.
