What explains the increase in non-voice revenues in the last two years?
The board and CEO realized that we couldn’t adopt a fishing net strategy by just building capacity. The team was good and the market was right, as was our timing in taking on that market with key differentiators. The acquisition of RevIT, a Chennai-based transaction processing company, brought in new domain capabilities like workflow imaging and processing capabilities. We tried to increase the transaction-based pricing component of our voice work over the last one-and-a-half years or so. We acquired a collections company which gave us domain capabilities in areas across the BFSI vertical. This kind of work, though voice-based, is not billed on a per-hour-per-seat basis, but on transaction quality. The idea was to be able to guarantee the output and charge the customer on quality of output, not on effort involved. Our recent partnership with Metavante for payments and mortgage processing represents a strong technology play for us. While the BFSI segment continues to see client-specific
