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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Methodology and Limitations
- Evidence class
- Client confidential
- Baseline
- Incumbent vendor contract cost and scope
- Period
- Through the transfer to client ownership
- Scope and attribution
- Network and back-office operations transferred from a vendor to a client-owned centre.
- Client naming
- Withheld under a confidentiality agreement
- Reviewed by
- Veeral Lakhani, CEO
Client identity withheld under a confidentiality agreement. Figures depend on baseline, scope and period and are not represented as reproducible for every company. Awaiting the signed evidence pack before any figure is restated as independently verified.