They are the new buzzwords that entered IT industry folklore–business
process outsourcing (BPO) and information technology enabled services. Even as
the software services segment went through one of its roughest patches due to
the global economic slowdown, it was the success of the Indian IT-enabled
segment that captured global imagination. Leading companies such as GE, American
Express, HSBC, Royal and Sun Alliance, Le Meridian, Air Infotech, British
Airways and eFunds have set up their call centres in India. However, call
centers account for just one aspect of the opportunity. BPO encompasses a host
of activities from accounting and payroll to more niche and vertical specific
opportunities such as clinical trials’ support for pharmaceutical companies,
claims processing for the insurance sector and account opening support for the
banking sector
India’s
call center success is based on its large pool of skilled, English-speaking
workers, tax breaks and low operating costs. According to research conducted by
the international management consultancy major, Jones Lang LaSalle, India has
the lowest average wage rates of US$ 33.75 per week in the call centre industry
compared to the US$ 400 per week in USA and US$ 470 per week in Australia.
However, a Frost & Sullivan report notes some shortcomings as well,
including the need for a better telecoms infrastructure and the fact that many
people speak in accented English.
Another compelling reason for outsourcing IT Enabled Services is that it
allows companies to capitalize on time zone differences and to provide services
24/7/365. For example, a US hospital can have medical records transcribed on to
their databases at night, eliminating any downtime at the start of the workday.
Over the last two years, the Indian ITeS industry grew at 70% per annum with
customer care, HR and payment services being the top three service lines.
According to a Nasscom-Mckinsey report, the revenues from ITeS have increased by
70% to Rs 4.1 billion in 2000-2001 as compared to Rs 2.4 billion in 1999-2000,
providing employment to over 70,000 people.
The Report also states that the ITeS industry will account for 19% of
incremental GDP growth from 2001 to 2008. The report predicts that more than 30%
foreign exchange earned will be from IT and IT-enabled services exports. It
expects 4 million jobs to be created–2 million directly and 2 million by way
of support services.
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The most significant aspect of the success of this segment is the amazing
rate at which players have ramped up operations. GE’s original target for its
IteS operations in India was 10,000 people by 2005. It has now revised its
target to 20,000 people by 2003. Even the HSBC center has grow to over 1000
people in less than two years of operation. Spurred by these success stories,
venture capitalists are expressing keen interest in backing new players in the
segment. Also in the fray are established IT companies who want to leverage on
their years of experience on the off-shoring front. Infosys’ BPO spin-off
Progeon is one such example. Besides, there are other players with domain
expertise who are launching call centers as well.
There is no denying that the ITeS wave has swept across India, creating new
hot spots like Gurgaon, Noida and Kolkata apart from the metros. Key criticism
of the success of this segment involves the "low intellectual value"
that the contact center jobs command and that "India is moving down the
value chain."
As capabilities develop and Indian companies demonstrate maturity, the
industry is expected to mature and graduate from the contact center space to
offer more comprehensive services.
TEAM DQ