Indian bpo industry features challenges

It is only time that would be able to say if India will actually be able to sustain itself in this tough competition and still retain its position as a leader in the global market of call center outsourcing.

Conclusion The outlook for the global outsourcing industry in is positive growth.

Bpo market size in india

So what does hold for BPO Industry? Organisational Structure The organisational structure of the call centres is mostly horizontal. A Lack of Strategic Alignment When conducting business with people spread across the globe, strategic alignment might take extra effort. Moreover, the industry will benefit from increased transparency in global outsourcing policies. Future Opportunities According to David Wong , chairman, Outsourcing Malaysia, business process outsourcing will surpass information technology outsourcing ITO in the next few years. Overdependence on Service Providers Over time companies can become excessively dependent on their service providers. Other countries are also expected to come out with more transparency policies for the outsourcing industry over the next few years.

However, this is an area where India lacks, and this issue need to be addressed to keep up with the competition.

For instance, the telecom facilities in India require better infrastructure, the current cost of services need to be reduced, new service lines need to be introduced, and operating processes need to be improved Growth in Opposition Against Outsourcing The BPO industry in India has been facing strong opposition from UK labor unions and US politicians who feel that BPO operations should not be shifted to Indian companies.

Further, inthe BPO sector contributed 7.

Indian bpo industry features challenges

Call centers in India has also effectively developed a niche in the areas of data verification, data capture, tele research, service follow-ups and renewing subscriptions, which becomes the core outbound activities of a call center. Indian BPOs have to make drastic improvements in their workforce by emphasizing the importance of foreign languages. BPO service providers face the risk of needing to invest in RPA to keep up with the cost demands of business process outsourcers and the service offerings of RPA. As a result, the Indian BPO sector needs to take urgent steps so as to overcome the challenge of the increase in the global availability of BPO workers who are more educated and skilled. Transparency also results in better partnerships between clients and suppliers, which leads to business innovation and better investment options due to access to information. This outdated notion has been replaced with internal business functions like accounting, human resources, web design, coding, and other tasks. The introduction of smaller businesses has urged the BPO industry to increase transparency and reveal their policies, contracts, and pricing. An agent nowadays has to work on more than ten different tools at the same time. Business risk mitigation Utilization improvement Indians are well educated and the number of people who have graduated in technology and commerce is humongous. Malaysia Malaysia, while very competitive as a location for global business services, accounts for only 1. In previous articles we discussed how the ready availability of highly skilled resources is an advantage that India has. Operational procedures also need to be more streamlined. This trend will dominate in , and outsourcing companies will automate more processes to bring innovation to existing clients, improve productivity, and regain a labor cost advantage. Essentially, the work that gets outsourced to remote locations is the bottom-of-the-pyramid work, and as automation capabilities advance, those processes are becoming ripe candidates for removal.

Automation will continue to be a significant threat to low skilled jobs in the BPO sector. Is it back office or front office outsourcing that interests you?

problems faced by bpo employees

Related Links. Robotic process automation RPA uses bots and artificial intelligence on a user interface to complete work faster, at a cheaper rate. This phase is the longest, and arguably, the most critical step for an outsourcing business.

What is the biggest challenge facing the bpo industry today

This creates a problem as call centre employees cannot decide on which channel to concentrate on. In , Egypt was the 16th most desirable outsourcing location in the world. Efficiency and customer service make India stand out from the crowd out and this is why call center services still has a bright future. Over the last few years, BPOs have been investing in the tools and capabilities to offer a wide range of social media management services. With other countries working hard to up their position in this sector, India cannot take risks. Multitasking Call centres have to equip themselves with latest software and tools to manage various tasks. The demographics too favour India as the majority of the total population is under thirty. India with its enormous population and efficiently skilled people would still continue to be the best choice for both front-end as well as back-end outsourcing. Getting an outsourced service provider to complete a process using the same tactics as your company might take a decent amount of training. The booming Indian call center industry is the benchmark of the changing global trend. Cost Efficiency Outsourcing operations lead to more cost savings than hiring your own employees for several reasons: Outsourced service providers can complete business processes at lower costs because of economies of scale, specialized processes, low-cost countries, and so on. Due to the highly competitive environment, many organizations have to adjust their policies to prevent them from losing business to more trustworthy organizations. In the Philippines, around thousand medium and high skill jobs would be created by This will be a sector to look out for in the Philippines in This outdated notion has been replaced with internal business functions like accounting, human resources, web design, coding, and other tasks.

Efficiency and customer service make India stand out from the crowd out and this is why call center services still has a bright future. Vendors or third party advisors can easily support the creation of onsite shared services teams to establish internal capabilities for robotic process automation.

Call centers in India has also effectively developed a niche in the areas of data verification, data capture, tele research, service follow-ups and renewing subscriptions, which becomes the core outbound activities of a call center.

However, a few emerging challenging that India would have to face are: The rapidly growing industry requires growth in infrastructure as well. Highly skilled labor well-versed in European languages such as French, German, English.

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Challenges before BPOs in India