Aditya Birla Minacs, the business process outsourcing (BPO) arm of the USD 28 billion Aditya Birla Group, expanded its operations in Eastern India with the inauguration of its 31st and 32rd delivery centers in Kolkata and Ranchi respectively.Both the facilities were inaugurated by Navanit Narayan, chief service delivery officer, Idea Cellular Ltd, said a press release.

Speaking at the launch, Navanit Narayan said, Yet another step in our growing partnership and engagement with Minacs, the launch of these two centers will help us address the customer and business requirements of Idea in Eastern India. The talent available in both Kolkata and Ranchi along with Minacs robust Connect India model will further augment our customer service in the region.

Milind Godbole, president – APAC, Aditya Birla Minacs said the launch of these two centers aligns with the companys strategic effort toward creating business solutions that meet their clients needs.

Emerging as customer acquisition hubs, Kolkata and Ranchi are strategic locations for Minacs pioneering Connect India model in eastern India. These new state-of-the-art centers will provide our clients a competitive business advantage in the region, he said.

Connect India is an outsourced customer relationship management (CRM) services delivery model providing access to the economically vibrant Indian hinterland, said the company.

It currently has operating centers in Bangalore, Mumbai, Chennai, Vadodara and Aurangabad.

Commenting on the hiring plans for the new centers, Milind Godbole said, We plan to grow the employee base at the Kolkata facility to more than 600 by early next year from the current 425 associates. In the Ranchi facility too, we will have close to 600 employees by mid-next year from the current 115.

The US is the largest market for the company and contributes nearly 65% to its revenue. It has already identified three probable locations where the proposed facility can come up. Aditya Birla Minacs expects to soon freeze its South American plans. The way to do business in the US has changed significantly than what it was even 2 to 3 years ago, said Aditya Birla Minacs president (Asia Pacific) Milind Godbole.

Minacs currently serves several Fortune 500 telecom clients globally - including a leading US wireless technology provider, a large global telecom company, and a global broadband service provider, said the company.

Godbole also said it was keen on establishing a facility in Latin America with an eye on catering to the clients in the United States, which contributes about 65 per cent of the companys total revenues.

Every US company is focusing more on the customer experience and South America understands North America very well, he said.

The company intends to either set up a greenfield facility or look at acquisitions for this unit, which will primarily cater to the US market.