IT and BPO industry is poised to grow 15 to 20 per cent in the next five years and direct employment likely to go up to eight million, a recent survey by NASSCOM has said.
The survey has revealed that prospects of the industry growing in 50 cities in the country were bright if the state governments concentrate on developing infrastructure in these cities.
MUMBAI: The Indian BPO sector may also feel the heat of double-digit inflation, causing vendors to increase prices for their services, a study published in June by research firm DataMonitor seems to indicate.
The study that tracked pricing for contact centre services globally found that one of the largest influencers on price shifts in the outsourcing sector relates to changes in inflation in the delivery locations.
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Prominent BPO firms like Essar Group’s Aegis BPO, WNS and Capgemini are designing in-house curricula to suit the sector’s requirements while others like Wipro and HCL Technologies are partnering key universities for certified courses.
The broad idea is to help freshers and high-potential employees develop soft skills not generally taught at universities, and simultaneously increase retention rates in an industry that has attrition rates between 30 and 50 per cent. The industry, according to Nasscom estimates, accounts for almost $11 billion and employs slightly over 700,000 professionals (in terms of direct employment).
Indian IT and BPO sectors will ramp up its staff by four times from its existing workforce of two million to eight million by 2018, with Tier 2/3 cities contributing two million of the target, according to a recent study.
Currently, the top 7 IT-BPO locations in India contribute almost 90% of the workforce, but in a decade’s time, trade body Nasscom and management consultant A T Kearney expects that to move down to 75% and the rest by the other cities.
Infosys BPO, which started knowledge process outsourcing (KPO) services as a part of its BPO offerings four years ago, is aiming to make Gurgaon the hub for its KPO business.
The company is setting up a large centre for ‘knowledge services’, capable of accommodating 800-1,000 people. It will be operational by the end of the current financial year. Currently, Infosys has a team of about 200 people in Gurgaon.
To step up business, Infosys BPO also aims to build new practices within knowledge services and establish near-shore presence. Knowledge services, at present, contribute about 8-10 per cent of Infosys BPO’s annual revenue of around Rs 1,000 crore. Infosys offers KPO services from three centres: Bangalore, Pune and Gurgaon.
Indian IT and BPO sectors will ramp up its staff by four times from its existing workforce of two million to eight million by 2018, with Tier 2/3 cities contributing two million of the target, according to a recent study.
Currently, the top 7 IT-BPO locations in India contribute almost 90% of the workforce, but in a decade’s time, trade body Nasscom and management consultant A T Kearney expects that to move down to 75% and the rest by the other cities.
Nasscom president Som Mittal is hopeful on the industry to achieve a more even split.
“We prefer other cities apart from the top 7 to contribute about 40% of the workforce over a period of time, so that the ecosystem of non-leader cities can evolve too,” Mittal said.
The study on assessment of 50 Indian cities puts and validates the general perception that Bangalore, National Capital Region, Mumbai, Kolkata, Chennai, Hyderabad and Pune belong to the leaders quadrant.
The study states that cities including Chandigarh, Indore, Jaipur, Mangalore, Vadodra and Nagpur etc. are vouching for their share of the pie. –source
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Democratic US Presidential hopeful Hillary Clinton has joined party rival Barak Obama in promising an end to tax breaks to companies that ship jobs overseas, playing to the gallery on the hot-button issue of outsourcing as she tries to resuscitate her White House bid.
“. . . we are going to rid the tax code of these loopholes and giveaways. We’re going to stop giving a penny of your money to anybody who ships a job out of Texas, Ohio or anywhere else to another country,” Hillary said during a debate with Obama at University of Texas in Austin.
Hillary, who had in the past refused to join the anti-outsourcing bandwagon, has been perceived as a fence-sitter on the issue till now.
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As per the Industry fact sheet published by NASSCOM, the Indian ITES-BPO segment grew at 37% in 2005-06 (ITES-BPO) and the exports are expected to cross US$ 9 billion by end 2007.
1. Genpact: Spread across Asia, Europe and America, Genpact is a global BPO service provider. Its biggest presence is in India, with nearly 20,000 employees. Formerly known as GE Capital International Services, Genpact was set up by Pramod Bhasin in 1997 with 300 employees and presently has facilities in India, China, Europe and North America. It offers a wide range of services, from content management to Banking and Insurance. (http://www.genpact.com/)
2. WNS Global Services: Starting as a call center for British Airways in 1996 in Mumbai, WNS has grown through strategic acquisitions to become a leading BPO service provider in areas ranging from Healthcare and Finance to Research and Customer Service. Warburg Pincus is a majority shareholder in the company. The company issued ADRs (American Depository Shares), which commenced trading on the New York Stock exchange in July 2006. The company raised US$ 255 million through this route. The revenue for the quarter ended June 30, 2006, was US$ 53.0 million, up 3.6% from $51.2 million, in the same period in the previous year. (http://www.wnsgs.com/)
3. Wipro BPO: The Company is well known as a leader in CRM and back office transaction processing BPO. Some strategic reorganization was resorted to in 2005 and it moved from being a totally voice-based service provider to a mix of both voice and non-voice-driven business. Its services include Mortgage Processing, to HR Processing and Data Management. (http://wipro.com/bpo/index.htm)
4. HCL BPO: Starting operations in 2001, HCL BPO services has become one of HCL’s most important business units. Serving over 450 clients worldwide, 15% of which are Fortune 500 companies, HCL BPO covers Insurance, Financial Services and Retail. It operates from eight units across India, UK and Malaysia and even offers services in languages other than English. (http://www.hclbpo.com/)
5. ICICI OneSource: Promoted by the ICICI group, ICICI One- Source stands up to its name and provides BPO services covering almost all industry verticals like financial services, retail, media etc. The contact center services accounts for over 70% of its current business. It has 12 delivery centers based across India, North Ireland and the US.
(http://www.icicionesource.com/)
6. IBM Daksh: This is a company to watch out for! From 6000 employees in 2004, when IBM acquired it, Daksh presently has over 20,000 employees. The company is able to leverage the expertise of IBM in the areas of research, development and consulting to offer unique solutions. A case in point is its text-analytic tool called ProACT that automates customer surveys analysis. This is being tested by many telecommunication companies, effecting a substantial savings for the company as the number of subject matter experts needed to execute the work gets nearly halved. It has 12 delivery centers spread across India, four in Gurgaon, two in Bangalore, one in Mumbai, Pune, Kolkata and Chandigarh and two in Manila, Philippines. (http://www.daksh.com/)
7. Progeon, (now known as Infosys BPO): Promoted by Infosys in 2002, Progeon seems to be coming to the limelight, going by the string of recognitions it has been winning – the Business World, a business magazine published in India has ranked it 4th most respected amongst BPOs in 2006. The NASSCOM survey ranks it the 7th best BPO on the basis of 2005–06 revenues. The International Association of Outsourcing Professionals (IAOP) has ranked Progeon 5th, out of 35 ‘Rising Stars’, in its Global Outsourcing 100. Its revenue went up from less than US$ 4 million in 2003 to US$ 85.5 million in 2006. The net profit jumped from a marginal loss in 2002-03 to a profit of over US$ 21 million in 2005–06. Only around 18% of its turnover is from voice related services, the rest coming from data related business processing (http://www.progeon.com/)
8. Aegis BPO Services Ltd.: Aegis BPO is an Essar group company and has over 2 decades of experience. It is a recognized leader in Customer care and acquisitions. Headquartered in Irving, Texas, it employs over 9000 people (between India & USA) and has over 24 delivery centers. The company provides services across verticals like Retail, Energy, Education, Telecom and Financial Services. (www.aegisbpo.com)
9. EXL Services Holding: Incorporated in Delaware in 1999, EXL is one of the leading providers of value-added offshore Business Process Outsourcing solutions. It boasts of a client base of over 1000 and employs over 7000 people. It has 5 delivery centers between Noida and Pune. The Research and Analytics services is a relatively new add on and its acquisition of Inductis in July 2006 will help it make its presence stronger in this area. (http://www.exlservice.com/overview.htm)
10. 24/7 Customer: Set up in mid 2000, this company presently has over 7000 employees across 9 global delivery centers. Headquartered in Los Gatos, California, it strives to be customer- centric. The company has developed a Customer Life Time Management System, which can provide value to many organizations.(http://www.247customer.com/whoweare/index.asp).
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