The top BPO cities of the world
January 8, 2011
The BPO industry is a dynamic and ever churning one, and the prolonged economic recession made that even truer. Outsourcers are constantly on the lookout trying to get more value for their customers and that has often involved outsourcing to newer destinations. In light of the above the BPO hotspots too have a new ranking order that looks something like this in terms of cities which are centers of BPO excellence.
Bangalore continues to top the list with its pool of highly trained man power and good delivery track record, as also the cost effectiveness. So the threat to Buffalo persists! This perhaps explains why Bangalore gained its formidable reputation in the first place. The city simply knows the BPO business like no other city.
Bombay the financial capital of India which has a vast and highly trained workforce has inched its way to the second top spot. It is not surprising considering it employs a whopping 60000 people in the BPO sector.
The National Capital Region of Delhi, Gurgaon and Noida is the third Indian power house and is extremely proficient in finance and accounting, product development, engineering services and customer interface in English. A huge amount of investment has been made in infrastructure by myriad Indian and foreign companies and that shows in its ranking.
Much has been said and written about the Philippines emerging as a major BPO destination and sure enough Manila finds its place among the top BPO cities. What works for it is its English speaking people’s cultural ties with the US, as also the fact that its workforce tends to be well educated and disciplined.
The South India coastal city of Chennai too is making waves as a city with an emerging BPO work ethic. It happens to be a major software exporter, and its good telecom infrastructure and highly competent work force give the city a cost advantage over other centers. Another South Indian City making waves is Hyderabad which has earned its spurs as a leading IT and IT enabled destination. It again has a pool of highly trained manpower, as also a good delivery track-record.
Dublin the capital of Ireland, which sent its sons and daughters to settle in the new world, has today emerged as a major BPO destination catering to the requirements of the descendants of those early settlers. What works for Dublin is its European pedigree which enables it to get Foreign Direct Investment from European countries as also the fact that it is exemplary in so far as high end shared services go.
Thus we see that in recent times BPOs have become a more global phenomenon, contrary to the image of it being India’s exclusive preserve. What outsourcers are looking for is skills, deliverability, and economy and they will do business with whichever city provides them with this. Newer destinations will surely emerge, as more and more cities realize the economic opportunity that outsourcing provides, and ramp up their infrastructure and capabilities accordingly. Truly BPOs are a global phenomenon now.