The Philippines takes over the position of India to be an absolute call center capital of the world, as the Philippines now has more call center agents than India that answer calls from international clients around the globe. Yet the Indian business process outsourcing industry was delighted to give in the position, because their reason is call center or voice work are at beneath its end of the BPO value chain. The non-voice industry is growing quickly that voice work falling out its share, thanks to India’s early entry within BPO sector. In the year 2011-2012, the estimated Indian BPO business export earnings were about $16 billion almost 12 percent increase than the past financial year, which is 42 percent was credited to CIS or customer interaction service. CIS remains to be the huge factor in its revenue however its share lower down from over 60 percent since 7 years.
The higher value of the additional services in India is increasing, while the voice share is dropping down in the overall business process outsourcing export resources. Based on the Nasscom Strategic Review 2012 that Nasscom has been concluded in its new report, 22 percent were the share of the Finance and Accounting, while 18 percent for knowledge services and 14 percent for the BPO sector. As Legal Process Outsourcing, Procurement and Logistics and HR outsourcing was the other industries that currently growing quickly. Through the years, Indian BPO companies make a forceful strategy that will create an impact on client business with its better domain capabilities and service delivery, noted by the Nasscom report.
In 2011-2012, Indian BPO sector creates almost 880,000 jobs and give indirect employment with more than 3.5 million individuals. Because of the better services of the Indian companies, it adds value to their clients from 10-100 times in the contrary with just 0.5-2 times in the primary years of the industry. With the improved services it influences its domain knowledge, benchmarking information and business insights stimulate by analytics. According to the Vice-Chairman of Genpact and known as the Father of Indian BPO, Pramod Bhasin the different kinds of BPO services are cluttering, some firms are searching for full solutions. He was glad to say that the Indian companies now are moving into its ideal change.
The main reason why India is able to add more opportunities and can adapt easily in the BPO services aside from any other regions is that India has its powerful top position in the global outsourcing industry and IT services. There are three bright trends that are prominent while the Indian BPO competitor are providing their clients the adaptable growth. Nasscom said in its report that the organizations started to increase their better services as the customers are asking for a transformation in the industry.
The Indian BPO industry aims to provide services into its entire value chain by creating domain expertise. Their customers need a deep understanding with the whole business system and products as they deliver customized services. According to the Infosys executive Co-Chairman Kris Gopalakrishnan, Indian BPO service providers are setting up centers in clients’ terrestrial places. In the near future, local hiring trends, near-shoring and onshoring activities are going to grow much further. By the superiority and value-added services to their clients, the Indian BPO industry is above with any other country. And it will stay on the top as much as Indian BPO companies will have a solid partnership with its clients.
REFERENCES:
http://www.draftncraft.com/news/india-to-remain-the-bpo-capital-of-the-world
http://www.deccanherald.com/content/233910/india-remain-bpo-capital-world.html
http://www.q8india.com/index.php?option=com_content&view=article&id=3703:india-to-remain-the-bpo-capital-of-the-world-&catid=1:latest-news
http://features.rr.com/article/03Wm04774a39T?q=Philippines
http://1click.indiatimes.com/article/03Wm04774a39T?q=Philippines
