EXL Service, Business Process Outsourcing in India

By Charles Holloway, John Morgridge, Joshua Spitzer
2006 | Case No. E221

“EXL Service: Business Process Outsourcing in India” charts the development of outsourcing service provider EXL Service. Founded by Indian nationals Vikram Talwar and Rohit Kapoor, the firm has moved through several phases of evolution. At the conclusion of the case, the company was offering highly sophisticated outsourcing solutions that would manage complex processes for insurance and financial services companies. Throughout the EXL Service’s history, it constantly faced pressures to revise and redefine its service offerings (as outsourced services become commoditized) and retain its well-trained workers (who are highly sought after in India).

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