From Vendor-Dependent to Owner-Operated in 18 Months
A major US telecom provider transitioned from a locked-in vendor contract to a fully owned India center with 150+ professionals and 42% cost savings.
Team Size
Cost Reduction
Days to Operational
Model
The Challenge
The client needed to build a significant India operation quickly, with full compliance from day one and a clear path to operational independence. Their existing vendor arrangements were creating knowledge silos, and they had no institutional ownership of the work being produced offshore.
Our Approach
- Assessed the operational requirements and recommended the optimal GCC model
- Registered the India entity and completed all regulatory filings within six weeks
- Stood up the office infrastructure including IT, security, and facilities
- Recruited and onboarded the initial team against specific technical and cultural criteria
- Established HR, payroll, and compliance operations running on schedule from month one
- Built a transition plan for moving to full client ownership over the agreed timeline
The Result
Within 18 months, the team had grown to 150+ professionals across network operations, customer service, and back-office functions. The company completed the transfer and now operates the center independently. Cost reduction of 42% against the previous vendor contract, with quality improvements across every function.
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