31 PARALLEL:- IN THE LAP OF THE HIMALAYAS
SHIMLA PROVIDES HIGH QUALITY AND LOW COST OUTSOURCING SOLUTIONS AND SERVICES
Incorporated on April 7, 2014, 31 Parallel– a bootstrap startup started with just 4 personnel from an attic in a Shimla suburb, working with an international client doing internet marketing. Since then it has grown immensely in the BPM/outsourcing space.
31 Parallel is named after the 31°N latitude that passes through their office in Shimla, H.P. Their logo is a tribute to the mountains, rivers and trees of their beautiful home state. They connote strength, fluidity, growth and prosperity. The map marker connotes precision and modernity.
31 Parallel endeavors to provide high quality output at low cost leveraging an absolute blend of the unbeatable combination of skilled resources and global corporate experience. Armed with excellent communication skills and competitive pricing, they are turning into disruptors in this sector.
31 Parallel is providing exceptional inbound and outbound voice services along with back office support.
- Multi-Channel Support: Chat, Voice (Inbound & outbound) and back office
- Domains:
- Banking, Finance & Accounting, E-Commerce, Travel & Tourism, Health, Internet Marketing & Education
- Verticals:
- Sales: Voice (inbound and outbound calling) and chat based services
- Customer Care & Post Sales: Voice (inbound and outbound calling), chat and e-mail based services
- Data Management and Sanitization: Back office
- Customer outreach: conducting surveys
THE CLIENTELE
Since starting in 2014, 31 Parallel has come a long way in the BPM/BPO vertical. It is now being dubbed a ‘Category Killer’ in the travel and tourism space. While 31 Parallel has expertise and clients spread over the e-commerce, education, finance and accounting space, it boasts of a niche in the travel industry. Today, 31 Parallel works with a plethora of travel giants in India and abroad. It presumably has positioned itself to be the only Indian outsourcing player servicing the various players in the travel and tourism value chain, including Destination Management Companies (DMCs), online Business to Business (B2B) travel companies, Travel Management Companies (TMCs), India’s largest online travel portals, one of the world’s largest hotel chains, and hotel accommodation providers. From a tier III city, 31 Parallel is disrupting the BPM/BPO space and has challenged the existing players in 5 years of time.
RESEARCH AND DEVELOPMENT
Due to the prevalent environment of constant change, the Co-Founders, Karan and Vivekbelieve that companies have to rely heavily on R&D. It’s integral for a company to remain on the edge of innovation, especially Tech companies. 31 Parallel, a service provider, has spent considerable amount of time and energy on its training, data analytics and quality divisions.
Research is conducted into enhancing its capabilities and evaluating if a service offering is still adequate and additional improvement ideas are posed. 31 Parallel is currently exploring a market opportunity, cost and deployment timeline for CRM software.
STORY OF STRUGGLE
There has been no real corporate presence in Shimla prior to the 31 Parallel. Some larger Indian companies have offices,
however, not significant enough to change the town’s corporate culture. A bulk of 31 Parallel’s senior and middle leadership have had immense corporate exposure of over 7-8 years each in the bigger cities, which they have been able to bring back to Shimla. During the early days of 31 Parallel, the absence of such a corporate ethoswas obvious from the existing practices followed by the employees, such as lack of a formal dress codeand corporate etiquette, and following irregular working hours., However, with relentless focused training, meetings and eventual build-up oftenure and exposure, 31 Parallel hasbeen able to establishthe foundations of a strong corporate culture.
IT/Telecom companies have supported them and indulged them when they were just a handful. Currently, they have now one of the most reliable and extensive IT/Telecom infrastructures in the state and at par with any competitor in the bigger cities.
While some minor challenges still remain, the overall positive impact is now reflected in their own establishment, numerous employee initiatives, communications, client satisfaction and every other aspect of their operations. A hybrid of sorts, the best of both the old and new worlds are being created and given their considerable numbers, they know that it will positively spread.
TECHNOLOGY ACTS AS A BEACON
Technology acts as the backbone for an organization like 31 Parallel. A BPO cannot think of beginning or running operations without having the requisite technology infrastructure in place. BPO services are dependent on lightning fast internet connectivity and cannot function in their absence.
KEEPING PACE WITH THE TECHNOLOGY
The influence of technology association has amplified rapidly over the last decade and a half. Consumer behavior has also shifted significantly. Online resources and information have led to more refined buying behavior. The influx of new technology, especially telecommunication, has led to the establishment and sustainability of businesses like theirs. More businesses are attempting to go online and allow easier access to customers towards their products and services.
FEATHERS IN THE CAP
31 Parallel is delivering as promised – high quality of outputs at low cost. They are emerging as a category killer/disruptor in providing services to the travel and tourism vertical and are servicing multiple elements of the value chain across various domains. They are seeing the movement of established processes from other providers to 31 Parallel along with being the choice for first time outsourcing. 31 Parallel has definitely created a disruption in the BPO/BPM space in its short tenure. With a clear view of the pipeline for the near future, the speed of growth is only expected to accelerate.
31 Parallel prides itself in being able to –
- Increase employment opportunity in the hills with about 45% of that workforce, being women
- Retain, groom and grow local resources and give them a career path rather than just employment
- Service some of the tallest names in the Travel Industry and by creating a niche.
Recognition to boast of:
- 10 Best BPO Startups – 2016–Silicon India Magazine
- Startup of the Year 2017: BPO Operations– The CEO Magazine
- Best Performer in Incubation – STPI Awards 2018 organized by STPI (a part of MEITY, GoI) and TiE
- The 10 Most Trusted BPO Solution Provider Companies in India 2018– Business Connect India
- Top 50 Emerging Startups to watch in 2019-Business Connect India
- 10 Best BPO Companies – 2019– CEO Insights
- Brand of the Year 2019 – BPO– CEO Magazine
COMMON SOCIAL RESPONSIBILITY
31 Parallel has undertaken several local community projects like sponsoring sports events, cleanliness drives. They have collaborated with the Himachal state government under an initiative to start and run a toll free helpline to curb drug abuse among the state’s youth, totally, free of cost. The State’s Chief Minister launched the said helpline with much fanfare in 2019. Since then the local police have also recognized the dedication and performance of 31 Parallel on running this helpline.
The two co-founders, Karan and Vivek have also been involved with highlighting other local issues like water shortage and other issues affecting Shimla in national media.
