Mumbai: TWS Holdings, a Business Process Outsourcing (BPO) major firm, is to expand its call center operations in Vashi, Navi Mumbai by around 150 seats, and is planning to add 150 new agents every month during this year, even as its focus will be to move beyond a commodities service model.

The increase in hiring of agents, which is necessitated by a rise in business, would take the company's total employee count to 2,500 by the end of the year, TWS Holdings president and chief executive officer Rakesh K Kaul said here in an interview.

"We have acquired confirmed orders from a leading telecom provider in UK and the capacity addition is to meet the requirements of the new client," he said. However, he declined to name the new client.

TWS is also recording a rise in business from existing customers and collection from Vashi centre, which is also the reasons behind the ramp up.

The ramp up would help in raking in an additional 10 per cent revenue per month for the rest of the year, most of which would be from technical support division, telecom and collections, Kaul said.

The company would also migrate all its middlemen operations in North America to the Indian sub-continent, to cut down on operational expenses. It had earlier shifted most of its
Toronto-based operations to India, and moved 74 employees of a total of 80 employees, resulting in a savings of $4 million per annum, he claimed.

The BPO major had earlier moved allits marketing staff to the country and its present sales and marketing operations are being conducted from India.

TWS, which was formed after the merger of Tracmail, Webhelp and Spherenomics, is also looking at moving beyond a commodities service model, leveraging on its value-added services to bag more clients from US and European markets.

Having bagged four clients to pilot test its BOOST skip-trace product, the company at present has one client who has moved into the production mode of the product.

TWS perceives a huge opportunity in this space with its BOOST product and hopes to leverage India as a good location for US firms to offshore their requirements.