Indian BPO companies moveing from outsourcing to Business Process Management

September 15, 2012

The Indian BPO industry is moving from efficiency to effectiveness while focusing on re-engineering themselves in order to deliver transformational impact to customers. The industry is developing future-ready solutions by following a verticalized approach by developing in-depth capabilities across verticals and creating customer impact through service delivery excellence. Despite the rise of several alternative sourcing locations, the Indian BPO industry continues to maintain its edge accounting for over 37 per cent of total global sourcing BPO revenues.

Speaking at the occasion, Mr. Som Mittal, President, NASSCOM, said, “The BPO industry in India continues to remain strong and vibrant amidst the impact left behind by the recent economic gridlock and has been rapidly transforming itself from business process outsourcing to business process management; which is the single most critical factor that has helped the industry buck the global trend and maintain its leadership position across the globe. The industry has been able to successfully position itself as a partner to customers and changed the way service is being delivered and create a broader impact on clients.”

A trend that is fast being touted as the ‘next big thing’ that will help the BPO industry move forward is Big Data. Keeping this in mind, NASSCOM, in association with CRISIL GRA, also launched a report on the Big Data (findings & details below in annexure) which details the gaining traction of Big Data in India with IT services/analytics providers offering business centric solutions, and its impact on the industry and customers. The report also highlights the ability of Big Data to help in “evidence-based” decision-making, which in turn has a high impact on business operations.

As the platform to review the industry performance of last year, NASSCOM also announced the top 15 BPO exporters in India for the year 2011-12 at the summit. The list is topped by GENPACT India Pvt. Ltd followed by Tata Consultancy Services BPO and Aegis Ltd at the second and third position respectively.