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INDUSTRY FACT FILE · ITES, BPO, KPO & GCCS
Main Products and Services in ITeS, BPO, KPO and GCCs
What service centres offer, the systems behind each service and where they create cybersecurity and compliance exposure.
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In this document 1. How service centres earn their money 2. Services by centre type 3. Customer interaction 4. Back-office processing and support 5. The systems behind the products and services 6. Trends that change the attack surface 7. Mapping services to Codec Networks engagements |
1. How service centres earn their money
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Revenue stream |
How it works |
Security relevance |
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Per-seat or per-FTE pricing |
Clients pay for dedicated agents and analysts |
Every seat needs controlled access |
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Transaction pricing |
Fees per claim, payment or record processed |
Processing integrity and fraud controls |
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Outcome-based pricing |
Fees linked to collections or resolution |
Pressure can drive risky shortcuts |
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Captive cost centres (GCCs) |
Funded by the parent company |
Parent security standards apply |
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Knowledge services |
Fees for research and analytics |
Confidential client data |
2. Services by centre type
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Centre type |
Main services |
Data and access involved |
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Contact centres |
Customer support, sales, collections, technical support |
Customer identities, accounts, sometimes card data |
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BPO back-office |
Claims, payments, onboarding, records |
Financial and health records, workflow systems |
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KPO and analytics |
Research, analytics, legal and financial services |
Confidential datasets and documents |
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Shared service centres |
Accounts payable, payroll, HR, procurement |
Bank details, salaries, vendor masters |
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Global capability centres |
Engineering, IT operations, analytics, finance |
Privileged access to global systems |
3. Customer interaction
Agents work in CRM and contact-centre platforms with customer records on screen. They verify callers, update details and sometimes take payments. Without masking and least privilege, every agent can see—and photograph or copy—far more than they need.
4. Back-office processing and support
Back-office teams change payment details, process claims and update records, while internal help desks reset passwords and MFA. These high-impact actions are the main targets of fraud and social engineering.
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Highest-risk moments Password and MFA resets, bank and vendor-master changes, bulk record look-ups and work-from-home access are where social engineering and insider misuse do the most damage. |
5. The systems behind the products and services
Figure 2: Where cyber risk sits in service delivery.
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Product / service |
Systems that deliver it |
Key cyber and compliance touchpoints |
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Customer interaction |
CRM, contact-centre and chat platforms |
Masking, least privilege, call recording controls |
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Payments in calls |
Payment IVR, pause-and-resume, card capture |
PCI DSS scoping, descoping technology |
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Back-office processing |
Workflow, ERP, claims and payment systems |
Maker-checker, change monitoring |
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IT help desk |
Identity systems, ticketing, reset tools |
Strong verification, approvals |
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Remote delivery |
VDI, VPN, laptops, home networks |
Zero-trust access, DLP, encryption |
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GCC operations |
Parent directories, cloud, admin consoles |
Tiered admin, PAM, joint monitoring |
6. Trends that change the attack surface
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Trend |
What is changing |
Security implication |
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Hybrid and WFH delivery |
Agents work from home or hubs |
Endpoint and data-leakage controls |
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Cloud contact centres |
CCaaS platforms replace on-premise systems |
Configuration and integration risks |
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AI agent assist |
AI summarises calls and suggests answers |
Data leakage and prompt injection |
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GCC expansion |
Global firms move critical functions to India |
Privileged access and cross-border incidents |
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Client audits |
More frequent and deeper floor audits |
Continuous evidence needed |
7. Mapping services to Codec Networks engagements
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If the centre provides… |
Recommended starting engagement |
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Customer support with account access |
Access review, masking review, UEBA monitoring |
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Payments over phone or chat |
PCI DSS scoping and readiness |
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Finance and accounts payable |
Payment-control testing, BEC simulation |
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Work-from-home delivery |
DLP and WFH assessment, VDI review |
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GCC operations with global access |
Privileged access review, red teaming, joint SOC |
Talk to Codec Networks
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Contact Codec Networks Pvt. Ltd. New Delhi: 507, 5th Floor, New Delhi House, Barakhamba Road, Connaught Place, New Delhi – 110001 Gurugram: 707, 7th Floor, Silverton Tower, Golf Course Extension Road, Sector 50, Gurugram – 122018, Haryana Landline: 011 430 496 96 | 011 437 522 99 Mobile: +91 99716 76124 | +91 88007 88220 | +91 88003 31124 Email: mktg@codecnetworks.com Web: www.codecnetworks.com |
Note: Descriptions are general and based on public information available as of October 2026.