Outsourcing revenues from the telecom sector in India are set to grow at a CAGR of 31% to nearly $2 bn in 2012, according to a  first-of-its-kind study on the potential of the domestic BPO industry by Ernst & Young. Bharti has been growing at CAGR of 41% in the past two years. The telecom industry has been adding around 10 million subscribers every month with a subscriber base of 375 million in 2008-09.

India’s largest mobile services provider, Bharti Airtel, which played a pioneering role by outsourcing many of its non-core functions in 2005, is changing the way Indian firms have traditionally run business and putting pressure on others to follow suit, the consultancy said in the study. Telecom revenues made up 50% of the domestic BPO revenues at $661 million in 2008.

“This domain (telecom) has already witnessed a couple of large outsourcing deals in recent months and the trend is expected to continue,” said Ernst & Young partner Milan Sheth. The trend started in August 2005 with Bharti Airtel signing a $272.2-million deal with four global BPO companies—IBM Daksh, Mphasis, Teletech and HTMT—to outsource its call centres. (more…)

Three senior support managers at Satyam Computer’s BPO unit have resigned. A company spokesperson said Satyam BPO Global Head (Human Resources) Naresh Jhangiani along with V Satyanandam (Head of corporate services) and Kulwinder Singh (Head of marketing- Asia Pacific) have resigned.

“Apart from Jhangiani, the other two executives are from middle management. They had put in their papers a month or two back as they look out for better opportunities,” the spokesperson said.

Last week Vineet Nayyar, the CEO of Satyam’s new owner Tech Mahindra, had said Satyam has an excess staff of 10,000. The spokesperson said that these exits do not have a bearing to the statement and “there would be no impact on the company of their (three managers) exit”.

“The company is looking at smoothening the process and no significant impact is expected on the daily operations as these executive work for supporting teams,” he said. Satyam BPO was set up in 2002 as Nipuna and handles most of Satyam customers.

Its clients come primarily from the banking, financial services and insurance verticals along with manufacturing. It has about 2,400 employees and has one delivery centre each in Hyderabad, Bangalore and Chennai. Source

The result of the survey conducted by the Business Processing Association of the Philippines (BPA/P) and Outsource2Philippines (O2P) showed that 83% of the respondents said they were affected by the crisis but stated that the impact was “moderate” or “minor.” Meanwhile, 16% of the surveyed BPO executives said the effect of the crisis on their business was “significant,” and only 5% responded with “very significant.”

About 60% of the executives in firms affected by the crisis indicated that their firms have responded by introducing new services.

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It seems light is round the corner at the end of the tunnel. According to a report, Infosys BPO has opened the gates for hiring again.  The company signals business needs and new projects as reasons why it has started rehiring.

The report says the company has about 200 vacancies coming up on a month on month basis. The report quotes BPO vice-president and HR head K Raghavendra saying that the openings are at the entry level and the company plans to recruit for various processes across all service offerings. He added that the company is recruiting for both voice and non-voice offerings. Raghavendra also said that a few new positions are also being created and in certain other cases back fills are happening on account of attrition.

Infosys BPO had earlier been in news for laying off more that 600 contract workers. The BPO facility currently has about 17,238 employees. After Infosys concluded its annual performance appraisal exercise in mid-March, the company had shown door to 2,100 people across the country. (more…)