31 Parallel instills a new wave of transformation in the panorama of BPO services in India

31 Parallel instills a new wave of transformation in the panorama of BPO services in India

31 Parallel instills a new wave of transformation in the panorama of BPO services in India

As far as India's developmental planning is concerned, uprooting unemployment has been a major concern and has been regarded as the key to accelerate the country's growth while alleviating poverty. The last decade witnessed the emergence of IT-BPO industry as one of the most significant growth catalysts for the Indian economy carrying a major impact on employment generation. Recent studies reveal that the industry is poised to hit the benchmark of 250 billion dollar within next three years. Not to mention, spread of this sector in rural parts of the country can boost economic growth in these areas tremendously and revolutionize it.However, the industry has not been very successful in extending its reach in rural parts of the country on account of facing a horde of challenges.

This was the prime motivator behind incorporation of 31Parallel, an emerging leader from the picturesque town of Shimla offering innovative and leading edge BPO services across the globe powered by local expertise of global standards. The firm was established in 2014 by two brothers, Karan Pal Singh Chauhan and Vivek Parmar, who left their high profile corporate jobs to enable economic growth in their homeland. In a chat with The CEO Magazine, Mr. Chauhan shares, "The driving force was to attempt to combine entrepreneurship and social empowerment bridging the increasing rural-urban divide by putting Shimla on the national BPO landscape and in the process trying to be inclusive and solve the problem of unemployment amongst the youth in the hill state." The firm endeavors to provide high quality outputs at low costleveraging an absolute blend of the unbeatable combination of skilled resources and global corporate experience. The firm is named after the 31° North latitude that passes through the company's offices in Shimla, Himachal Pradesh. Speaking about that, Mr. Chauhan adds, "Our logo is a tribute to the mountains, rivers and trees of our beautiful home state. They connote strength, fluidity, growth and prosperity. The map marker connotes precision and modernity."

Within a short span of three years, the firm has been successful in securing a decent rate of growth consistently and utilized it towards metamorphosing Tier II/Tier III BPO space in India. At present, 31Parallel leads as a one stop destination for all BPO services and is a home to over 300 highly skilled and trainedemployees deployed across its two centers. Some of the giants from diverse industry verticals including MakeMyTrip, Paytm, Ferns and Petals, GRNconnect, Loan Frame, Snapdeal's Shopo, and one of the leading FPO companies have entrusted the firm with their specialized needs. The firm has also served international clients including some of the regional entities from United States.

Success Mantra

31 Parallel leaves an indelible mark on Indian BPO space for its significant contribution towards spreading the roots of this industry in hillswhile attracting players from tier I cities to avail high quality outcomes and maximum value at relatively low investments.Being a robust organization where the customer centric culture breathes in dedication, honesty, integrity, 31 Parallel is equipped to address several problems that plague the BPO industry such as high attrition rates, extremely high real estate prices and other overhead costs.There are a number of factors that have enabled the firm, a tier-3 BPO entity to acquire a firm footing across global markets. Let's catch a glimpse of the key differentiators which set them apart from their competition:

  • Best of both worlds – located in Shimla offers the advantages and infrastructure of a modern city along with the benefits of low attrition rates and other overhead costs
  • Excellent Communication Skills-Himachal Pradesh boasts one of the best literacy programs in India due to which 31 Parallel is able to offer high end services involving voice, chat and e-mails unlike our competitors in other locations
  • Retracting brain drain –large Himachali and Uttarakhandi diaspora working in some of the best corporates in the metros are being hired for better process efficiency and control leading to high quality of outputs as well as for facilitating the return of talent equipped with rich experience to hills; this would fuel economic growth in hills
  • Internal Soft Skill and Personality Development – extensive training programs towards ensuring enhanced contribution towards process improvement; a robust general learning, development and product training team is in place focusing on corporate etiquettes, e-mail and phone etiquettes, gender sensitization, process notes and mapping, and basic computer training
  • High Quality Outputs – Skilled and committed workforce for delivery of maximum value to clients; remarkably, most of the clients engage in a repeat business
  • Operations are carried out 24×7
  • Optical Fiber connectivity and MUX on location in both centres ensures unhindered bandwidth; empowered with Next Generation firewalls and a Switch-level Network to meet current clients' IT requirements.


The founders' sincerest efforts and unswerving focus towards realizing the company's vision have resulted in the achievement of stellar growth in initial phase which exceeded their expectation. 31 Parallel is prospering as the largest BPO in Himachal Pradesh. The company has been recognized as one of the '10 Best BPO Startups – 2016′ in India by a renowned business magazine. Its achievements and initiatives towards promoting growth are regularly covered by reputed national dailies.

Road Ahead

Apprising us of what does the future hold for the company, Mr. Parmar briefs, "With increase in the country's employment generationcapabilities, domestic demand will also proportionally grow. 31 Parallel is poised to meet this demand. We anticipate becoming a 600+ member organization in next two years dealing with more complex and high end work with a niche in the Financial and Legal outsourcing space as well. We intend to lead the entire Tier II/Tier III BPO space in India with our quality of work and competitive pricing.In the near future, a concentrated effort will be on developing products to go along with our existing and ever evolving service offerings."

The Mavericks behind the Success

Karan Pal Singh Chauhan – Co-founder at 31 Parallel

Karan is a Corporate and Intellectual Property lawyer and has worked with India's largest corporate law firm, Amarchand & Mangaldas and largest Intellectual Property law Firm, Remfry & Sagar, for over a decade.  He has worked extensively with US, European and Far Eastern (Japanese and Korean) clients handling multiple transactions and has travelled widely. He holds a bachelor's degree from St. Stephen's College, Delhi. Thereafter, he completed his Bachelor's in Law from Campus Law Centre, University of Delhi and a Master's in Law from the Cardiff Law School, UK. He heads the company's Administration, Recruitment and Finance divisions. He is front and center with all client interactions and leads the company's marketing, sales and business development initiatives.

Vivek Parmar – Co-founder at 31 Parallel

Vivek is a Six Sigma Black Belt and has served with one of the largest Indian BPO's, EXL Services from 2001 till 2012. In this duration, he assumed myriad roles like Operations, Process Excellence, Transformation, Migrations, and Special Projects. He spent 7 years in a client facing role in the USA and the UK for EXL's transformation business.In 2013, he served as a Principal Consultant with People Trust and was involved in trainings and recruitments for the Indian BPO industry. He has completed Masters in Business Management (MBA) from ICFAI. He heads our Outsourcing Operations, Training and Quality division.  He provides thought leadership and drives knowledge management.

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