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4. The companies should lobby for the creation of anti-poaching policies/regulations, as this will benefit all the players.
5. Creation of an employee database to track the movement of BPO employees and detect those who have a tendency to jump jobs frequently.
6. Creation of certifications (industry accepted) for easy r ecruitment, selection, and tracking of employees.
7. Shift from the current emphasis of a "fun" workplace to an emphasis on a "professional" work environment.

Project Management

As suggested by the QAI-Nasscom study the Indian ITES/BPO industry has performed well on parameters like end user satisfaction, client satisfaction, and responsiveness. However performance needs to improve a lot in areas of quality and efficiency (utilization). Quality (measured in terms of fatal defects) has shown improvement, but the efficiency in terms of resource utilization still remains at low levels. The BPO companies realized that there was a need to invest in quality and consistency at early stages of their business. Six Sigma, COPC, and ISO were the preferred models. The quality levels have improved because of this proactive action of the BPO companies in India.

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* Contributed by -
Ankur Pawa & Nishant Choudhary,
Indian Institute of Management,
Lucknow.