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INDUSTRY FACT FILE · ITES, BPO, KPO & GCCS
Applicable Cybersecurity Services and Codec Networks Bundles for ITeS, BPO and GCCs
How Codec Networks services and bundled service models help service centres resolve their threats and meet CERT-In, DPDP, client and card-industry requirements.
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In this document 1. Our approach 2. Mapping threats to services 3. Codec Networks service catalogue for the sector 4. Codec Networks bundles for the sector 5. Sector programmes built from the bundles 6. Packages: Foundation, Assurance and Continuous Resilience 7. Regulatory requirement-to-bundle mapping 8. Threat-to-bundle coverage matrix 9. Delivery methodology and deliverables 10. Why Codec Networks 11. Annex: indicative commercial ranges |
1. Our approach
Service centres need assurance that covers people and processes as well as systems. Codec Networks works on four principles:
- Limit exposure per seat: what each person can see, copy and change.
- Harden high-impact processes: resets, payment changes and account updates.
- Watch behaviour: UEBA and insider monitoring alongside technical alerts.
- Prove it to clients: evidence packs and closure tracking for every audit.
2. Mapping threats to services
The table maps the 18 threats identified in Document 4 of this set to the Codec Networks services that help mitigate them.
|
Threat / challenge |
Applicable Codec Networks services |
Intended outcome |
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Insider theft and bribery |
Masking and access review, UEBA, insider investigations |
Smaller blast radius per agent |
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Help-desk social engineering |
Help-desk control testing, simulations |
Verified resets |
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Payment and vendor-master fraud |
Payment-control testing, BEC simulation |
Protected payment runs |
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Customer data leakage |
DLP assessment, data minimisation |
Controlled data movement |
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Phishing and credential theft |
Phishing simulation, identity hardening |
Fewer compromised accounts |
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Ransomware |
Ransomware simulation, backup testing, EDR validation |
Tested recovery |
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Unmanaged and home devices |
WFH and VDI assessment |
Secure remote delivery |
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Screen capture |
Clean-desk and secure-floor review, masking |
Less data on screen |
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Shared and orphaned accounts |
Access recertification and clean-up |
Traceable access |
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Privileged access to parent systems |
PAM and tiered admin review |
Contained privileges |
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Fraudulent account changes |
Process and maker-checker testing |
Verified changes |
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Cloud contact-centre misconfiguration |
CCaaS configuration review |
Protected recordings |
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AI assistant leakage |
AI governance and DLP |
Safe AI use |
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Fake candidates |
Hiring and identity verification review |
Trusted workforce |
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Call recording exposure |
PCI DSS scoping, recording controls |
Compliant recordings |
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Third-party compromise |
Third-party risk management |
Assured providers |
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Weak detection and response |
Managed SOC with UEBA, playbooks |
Reliable 6-hour reporting |
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Recovery failure |
BCP/DR drills |
Proven recovery |
3. Codec Networks service catalogue for the sector
|
Service line |
Sector-relevant services |
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Security Vulnerability Assessment & Penetration Testing |
Delivery networks, VDI, client connectivity and CCaaS integrations |
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Information security audit & compliance |
Client audit readiness, ISO/IEC 27001:2022, SOC 2, PCI DSS readiness |
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Offensive security & simulation |
Help-desk social engineering, phishing, BEC and insider simulations, red teaming |
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Data privacy & protection |
Processor privacy programmes, GDPR and HIPAA mapping, DLP assessments |
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24/7 Managed SOC & threat monitoring |
SIEM, EDR/XDR, UEBA and identity attack detection |
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Cyber forensics |
Insider threat investigations, evidence handling for HR and legal |
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Third-party risk management |
CCaaS, telecom and staffing provider assessments |
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Cloud & zero trust |
Zero-trust access for agents and WFH, VDI reviews |
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Emerging technology security |
AI agent-assist and chatbot security and governance |
4. Codec Networks bundles for the sector
Eleven of the twelve bundles in the Codec Networks Bundled Service Models apply directly to ITeS, BPO, KPO and GCC organisations; the Global Cyber Back-Office SPV Program (Bundle 12) is offered separately for international clients.
Figure 6: Codec Networks bundles applied to the sector.
|
Bundle |
Name |
Sector-relevant scope |
Best suited for |
Key deliverables |
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B1 |
Cyber Assessment & VAPT Assurance Program |
Delivery network, VDI and connectivity PT |
All centres |
PT reports and closure tracker |
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B2 |
Application, API & DevSecOps Security Program |
CRM, workflow and CCaaS application testing |
Contact centres and BPO |
Application risk report |
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B3 |
Cloud, Infrastructure & Zero Trust Security Program |
Zero-trust access, VDI and PAM |
WFH teams and GCCs |
Access architecture review |
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B4 |
Regulatory Cybersecurity Audit & Compliance Assurance Program |
Client flow-down and PCI DSS audits |
Centres serving regulated clients |
Gap matrix, evidence index |
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B5 |
GRC, ISO, SOC 2 & Cyber Maturity Program |
ISO 27001, SOC 2 and client audit readiness |
Centres facing client audits |
Readiness report, evidence pack |
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B6 |
Data Privacy, DPDPA & Data Protection Program |
Customer data protection, DLP and privacy |
All centres |
DLP and privacy assessment |
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B7 |
Managed SOC, MDR & Continuous Threat Monitoring Program |
24x7 SOC with UEBA and insider signals |
Large centres and GCCs |
SOC reports, MTTD/MTTR |
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B8 |
Digital Forensics, Incident Response & Malware RCA Program |
Insider threat investigations |
Any centre facing suspected misuse |
Forensic report and RCA |
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B9 |
Third-Party Risk Management & Supply Chain Cyber Risk Program |
CCaaS, telecom and staffing assessments |
Centres reliant on providers |
Vendor risk assessments |
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B10 |
Cyber Simulation, Awareness, Tabletop & Crisis Readiness Program |
Help-desk, BEC and insider simulations |
Help desks, finance and floors |
Exercise reports |
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B11 |
Emerging Technology, AI, Web3 & Future Security Program |
AI agent-assist governance |
Centres using AI tools |
AI risk assessment |
5. Sector programmes built from the bundles
Codec Networks packages the catalogue bundles into six service-centre programmes.
|
Programme |
Built from bundles |
Challenges addressed |
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Client Audit Readiness |
B4, B5 |
Client, PCI DSS and parent audits |
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Customer Data Protection |
B6, B2 |
Masking, DLP and privacy |
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Insider Threat Programme |
B7, B8, B10 |
Bribery, misuse and investigations |
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Identity & Help-Desk Defence |
B3, B10 |
Reset abuse and account takeover |
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Secure Remote Delivery |
B3, B6 |
WFH devices and VDI |
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Incident Readiness |
B7, B8, B10 |
Detection, response and 6-hour reporting |
6. Packages: Foundation, Assurance and Continuous Resilience
|
Package element |
Foundation |
Assurance |
Continuous Resilience |
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Typical organisation |
Smaller BPOs and KPOs |
Mid-sized BPOs and shared service centres |
Large BPOs and GCCs |
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Testing |
B1: network and VDI PT |
B1 + B2: PT and application testing |
B1 + B2 + B10: red teaming and simulations |
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Audit and GRC |
B5: ISO 27001 gap assessment |
B4 + B5: client audit and PCI DSS readiness |
B4 + B5 + B9: multi-client and provider assurance |
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Cloud and privacy |
B6: DLP quick assessment |
B3 + B6: zero-trust and DLP |
B3 + B6 + B11: continuous assurance, AI governance |
|
Monitoring and response |
IR retainer (B8) |
B7: managed SOC + B8 |
B7: SOC with UEBA + B8 |
|
Reporting |
Client evidence pack |
Client and management reporting |
Client, parent and Board reporting |
7. Regulatory requirement-to-bundle mapping
|
Requirement (source) |
How Codec Networks helps |
Bundle |
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Cyber incidents to CERT-In within six hours; 180-day logs (CERT-In Directions) |
SOC, IR retainer and reporting support |
B7, B8 |
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Risk-based independent cyber audits (CERT-In audit guidelines, 2025) |
Independent audit and VAPT |
B1, B4 |
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Processor safeguards for client customers' data (DPDP) |
Processor privacy programme and DLP |
B6 |
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Outsourcing controls for regulated clients (RBI, SEBI, IRDAI) |
Flow-down assessment and evidence |
B4 |
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Card-data security in contact centres (PCI DSS v4.0) |
PCI DSS scoping and readiness |
B4, B5 |
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Overseas privacy obligations (GDPR, HIPAA) |
Control mapping and audit support |
B6 |
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Access control and least privilege (client contracts) |
Access reviews and recertification |
B3 |
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Insider misuse (client contracts) |
UEBA and investigations |
B7, B8 |
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Auditor eligibility and independence Where a regulator, standard or contract requires CERT-In empanelled or independent auditors, Codec Networks—CERT-In empanelled for information security auditing services—confirms eligibility and independence in each proposal. |
8. Threat-to-bundle coverage matrix
|
Threat / challenge |
Primary bundle |
Supporting bundles |
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Insider theft |
B7 |
B8, B6 |
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Help-desk social engineering |
B10 |
B3 |
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Payment fraud |
B10 |
B7 |
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Customer data leakage |
B6 |
B7 |
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Phishing |
B10 |
B7 |
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Ransomware |
B7 |
B8, B10 |
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Home devices |
B3 |
B6 |
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Screen capture |
B6 |
B7 |
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Shared accounts |
B3 |
B5 |
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Parent system privileges |
B3 |
B7 |
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Fraudulent changes |
B2 |
B7 |
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CCaaS misconfiguration |
B2 |
B3 |
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AI leakage |
B11 |
B6 |
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Fake candidates |
B9 |
B5 |
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Call recordings |
B4 |
B6 |
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Third-party compromise |
B9 |
B3 |
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Weak detection |
B7 |
B8 |
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Recovery failure |
B10 |
B1 |
“Primary” and “supporting” indicate suggested combinations, not guaranteed mitigation or complete coverage.
9. Delivery methodology and deliverables
Figure 7: The Codec Networks delivery methodology.
Typical deliverables include an access and masking review, a DLP and WFH assessment, help-desk control test results, a PCI DSS scoping report, a client audit evidence pack, insider investigation reports and SOC reporting with UEBA metrics.
10. Why Codec Networks
- CERT-In empanelled for information security auditing services, and empanelled with NICSI for application audit and compliance services (start-up category).
- Certified to ISO 9001:2015, ISO/IEC 27001:2022 and ISO/IEC 20000-1:2018.
- Full stack: VAPT, regulatory audit, managed SOC, forensics, privacy and Board advisory from one partner, so findings, monitoring and closure stay connected.
- Service-centre depth: access, DLP, help-desk and payment controls tested on the delivery floor and in remote setups.
- Recognised frameworks and tools: OWASP ASVS/MASVS and API Top 10, MITRE ATT&CK, NIST CSF, ISO 27001 and PCI DSS; tools such as Burp Suite, Nessus, Metasploit, Prowler and leading SIEM/EDR platforms.
- Certified people: CEH, OSCP, CPENT, CISA, ISO 27001 LA/LI, CHFI, CTIA and ECIH professionals.
Annex: Indicative commercial ranges
For internal sales reference only—remove this annex before sharing externally. Ranges are taken from the Codec Networks Bundled Service Models and are subject to scoping, asset counts, frequency and service levels.
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Bundle |
Package examples and indicative ranges |
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B1 VAPT Assurance |
Essential ₹1.5–5 lakh; Professional ₹5–15 lakh; Enterprise ₹15–40 lakh; Annual retainer ₹25 lakh–₹1.5 crore |
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B2 AppSec & DevSecOps |
API Quick Check ₹2–6 lakh; AppSec Professional ₹8–20 lakh; DevSecOps Maturity ₹12–35 lakh; Secure SDLC retainer ₹3–15 lakh/month |
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B3 Cloud & Zero Trust |
Cloud Essential ₹3–8 lakh; Professional ₹8–25 lakh; Enterprise ₹25–75 lakh; Continuous assurance ₹2–10 lakh/month |
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B4 Regulatory Audit |
Gap review ₹5–15 lakh; Full regulatory audit ₹15–50 lakh; Multi-framework audit ₹30 lakh–₹1.25 crore; Annual retainer ₹3–20 lakh/month |
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B5 GRC, ISO, SOC 2 |
ISO readiness ₹5–15 lakh; ISO implementation ₹15–45 lakh; SOC 2 readiness ₹15–60 lakh; GRC retainer ₹2–12 lakh/month |
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B6 Privacy & DPDPA |
Quick assessment ₹3–10 lakh; Implementation ₹10–40 lakh; DPO-as-a-Service ₹2–8 lakh/month; Privacy retainer ₹3–15 lakh/month |
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B7 Managed SOC |
Starter ₹2–5 lakh/month; Professional ₹5–15 lakh/month; Enterprise ₹15–50 lakh/month; co-managed per FTE/shift |
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B8 Forensics & IR |
Triage ₹3–15 lakh; Full investigation ₹15–75 lakh; Ransomware response ₹25 lakh–₹1.5 crore; IR retainer ₹5–50 lakh/year |
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B9 TPRM |
₹25,000–₹2 lakh per vendor; batch pricing for 50–500 vendors; retainer ₹3–25 lakh/month |
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B10 Simulation & Tabletop |
Awareness ₹1–5 lakh; Phishing simulation ₹2–10 lakh; Tabletop ₹5–20 lakh; Cyber war-game ₹15–75 lakh; Annual retainer ₹10 lakh–₹1 crore/year |
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B11 Emerging Tech |
AI/LLM risk review ₹5–25 lakh; Smart contract audit ₹5–50 lakh; Emerging tech retainer ₹5–25 lakh/month |
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: Service scope, deliverables, monitoring coverage and service levels are confirmed during engagement scoping. Services support risk reduction and assurance but do not guarantee prevention of all cyber incidents or regulatory compliance. Regulatory references are summaries; confirm against the official instruments applicable to each entity.