Company Overview

HeroITES is a member of the US$ 3.1 billion Hero Group, a manufacturing and engineering giant which has, over the last few years, successfully diversified into Training, Offshore Call Center & BPO (Business Process Outsourcing) Services, IT, Financial Services and Insurance. The Hero Group is amongst the most respected Business Houses in India and employs over 25,000 people across 20 companies.

The tradition of excellence continues as HeroITES has leveraged the Group's experience and expertise and rapidly evolved into a leading call center/business process outsourcing services provider, recognized for its business insight, industry expertise, quality of services and customer commitment. Our state-of-the-art contact/call center in India is located at Gurgaon - just 15 km from the New Delhi International Airport. The company operates 365x24x7 and provides a whole gamut of offshore outsourcing services in the areas of Inbound and Outbound Voice Support, Email Services, Technical Support and Finance & Accounting BPO.

The cornerstone of successful offshore outsourcing is the ability to design requirement-specific solutions which will help realize business vision and drive growth. Whether it is contact/call center solutions, or complex business process outsourcing services such as tech support or finance & accounting, HeroITES, India, has requisite capabilities to make your offshore outsourcing project a complete success.

Operating from India and other strategic global locations, the Hero Group company is ISO 9001:2000 certified by KPMG for "Providing BPO Services" and has achieved the coveted BS7799:2-2002 certification for "Information Security". HeroITES is member of prestigious trade associations such as ATA (USA), DMA (UK) and NASSCOM (India) which further helps the company keep abreast of the best practices in the global BPO industry.

Tracking Success

HeroITES was established in 2000 as a division of Hero Corporate Service Ltd. - a privately held company of the Hero Group in India. In 2005, the BPO division was demerged ito a separate independent entity for greater focus and implementing an aggressive growth strategy. As a part of the expansion plan, HeroITES and LiveBridge Inc., USA, (subsequently acquired by ACS Inc., USA, a Fortune 500 company) have formed a strategic partnership to provide right shore BPO solutions to all their clients. HeroITES has witnessed 125% growth over the last two years, and now seeks inorganic growth through acquisitions, alliances and partnerships.

Capacity, Expertise & Client Base

With offshore outsourcing rapidly becoming the global trend, HeroITES has set up a 650-seat call center/BPO facility at Gurgaon near the Capital City of India, New Delhi. The company currently employs 1000 people and offers a whole gamut of eCRM and business process outsourcing services, including Customer Care, Customer Acquisition, Data Management, Accounting Back Office, Transaction Processing, Collections, Marketing Research, Back Office and Technical Help Desk. Based in India, the company specializes in Financial Services, as well as Credit Card, Telecom and Manufacturing verticals and caters to several Fortune 500 companies across the USA, UK and Australia. The BPO company has imbibed best industry practices by working closely with its partner, and by leveraging the practices and core values of the Hero Group.

Sales & Marketing

HeroITES has business development teams in USA, UK and plans to expand its presence in Australia. As a Hero Group company, we offer the same standards of reliability and service excellence, and our sales teams include solution experts with knowledge and experience in offshore outsourcing & the call center/BPO industry - key criteria that help us analyze the business of each client and tailor our outsourcing services to achieve each one's unique business objectives. The company has an independent marketing and pre-sales organization in India as well, to support its global business development activities and ensure quicker turnaround. HeroITES participates in global trade shows and Government & Industry forums, and receives regular introductions and referrals to new clients.

Quality Drive and Operational excellence

As a leading call center/business process outsourcing services provider, HeroITES lays enormous emphasis on Quality and Information Security. Offshore outsourcing to HeroITES in India is a different experience altogether and it has continually demonstrated its ability to exceed client expectations in terms of the delivery and service quality.Consistent quality is the outcome of the use of its proprieitary software HeroLIVE . As a result, its clients have outsourced more complex processes and the company has moved up the value chain. HeroITES is an ISO 9001:2000 company and our migration methodology is based on the Six Sigma framework which ensures that client processes are fully understood, defined, mapped & implemented as per requirements, and the project moves forward at the recommended pace. HeroITES is totally committed to ensuring data privacy and have stringent norms in place. We are a BS 7799-2:2002 certified company (certification by KPMG) and multiple third party audits on behalf of discerning clients have always returned satisfactory reports.

Collaborative Approach

Offshore outsourcing to India helps in reducing costs by an average 40%. However, it is not just cost-effectiveness but quality and service delivery that attract clients to HeroITES. For clients in the USA, The company has a number of unique and flexible engagement and partnership models in place.

Business Vision

While offshore outsourcing to India is an established global trend, industry leaders are rapidly moving up the service chain and implementing technology-driven value additions which will enhance business process operations. Pursuing similar vision, the Hero Group company is all set to explore new domains with tremendous potentials to become one of the most preffered outsourcing partner.

To know more about the Hero Group, please read Hero Heritage.