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There is room for BPOs assisting in business decisions such as in data driven predictive decisions or market research. With a strong engineering talent base there is a significant potential to repeat the IT success story in engineering. Attrition is one area where the BPOs are facing a major problem. The odd working hours, monotony of job make retaining employees difficult.
The BPOs also need to ramp up physical infrastructure -telecom and training infrastructures as well. The telecom infrastructure needs to be able to deliver adequate quality while also providing sufficient redundancy. The BPO industry has a great potential to improve the image and economic prospects of developing nations. To sustain growth the BPOs need to maintain a high quality of service to thrive.
The outsourcing to developing nations has been primarily due to need to save costs. Other considerations include the dramatic improvement in productivity due to process re-engineering and the application of Information Technology.
| YEAR |
REVENUES
(US$ MILLION) |
REVENUES
(RS. CRORE) |
| 1999-2000 |
565 |
2,400 |
| 2000-2001 |
930 |
4,250 |
| 2001-2002 |
1,495 |
7,100 |
| 2002-2003 |
2,400 |
11,700 |
Table: Indian BPO Exports 1999-2003
| YEAR |
US $ (BILLION) |
| 2002 |
2.2 |
| 2003 |
3.5 |
| 2004 |
5.5 |
| 2005 |
8.4 |
| 2006 |
12.2 |
Table: Projected Revenues of Indian BPO Industry
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* Contributed by: -
Priyanka Ghosh & Alvika Derhgawen,
PGDIM, IM-11,
NITIE, Mumbai.
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