Industry bodies like NASSCOM, and other lobbyists should handle the legislation threats deftly. Even the government should intervene at times to help the industry flourish. Similarly, the parent companies outsourcing the work should be in constant touch with their respective governments to allow outsourcing. NASSCOM and other bodies should organize road-shows and seminars to help the people of the originating country understand the merits of outsourcing.

A broader Industry-Academia Partnership is required to prepare the country for roles in the BPO industry. Education has to improve the grasp of English as a language, and ensure cultural compatibility.

The industry too has to shift focus from Tier 1 to certain Tier 2 and Tier 3 cities and recruit 'different sections of the society' like elderly people, previous housewives, and differently-able people, etc., to increase the gamut of people who can be employed. Similarly, it would be easier to retain people in the smaller cities or from this broader class of the society, thus, ensuring cost effectiveness and quality.

There is a need to have an Information Segregation Framework as shown below to understand and, thus, protect the client information in a better manner: -

Next

* Contributed by: -
Devroop Dhar is a Management Consultant with PricewaterhouseCoopers in Mumbai. He has almost 5 years of experience in the field of Consultancy, Project Management, Six Sigma. He is an alumnus of IIM Kozhikode, specializing in Finance & Operations. He has also worked with TCS and Bristlecone in the past, and done an internship with EXL Service. He also holds a BE Degree in Production Engineering from Jadavpur University, Kolkata.
All views expressed in this article are the author's, and not of his employer.