FUTURE OF BPO
Today India is the hotest destination for BPO work. The success is mainly due to the fact that there
is availability of large numbers of resources fluent in English and hardworking efforts put in by the companies in
India that do BPO work. Further, the fact that Indians are well educated (by Asian standards)
and many of them are graduated in commerce and technology has meant that the BPO story took off in right earnest in India.
Demographics favor India since a majority of its population is young and under 30.All these reasons have made to
bring a change in the way Indian BPO sector has Worked.
However, things are not all same since many other countries in Asia seem to be playing catch-up with
Philippines emerging as a viable alternative to India. One of the reasons is that industry is maturing and hence
wages of the workforce are going up.This means that other low cost rivals like the Philippines can tap into the advantage
that India to had. Further, there is a certain level of saturation that has set in India with the law of diminishing
returns coming into play.
For instance, Indian BPO companies can branch out into Tier II and Tier III cities so that their wages are competitive
and that a skilled workforce that exists beyond the cities can be tapped into. Moreover, the costs can be kept down
because of the fact that these cities have a lower cost of living and doing business than the Tier I cities. The most
important step is that Indian BPO companies can move up the “value chain” which means that they can migrate to higher
end knowledge work or KPO which is more cerebral and pays well.
The point here is that it is time for the Indian BPO industry to take the phenomenon to another level and this is
precisely the reason for many Indian BPO’s to take up KPO work as well as opening centers in smaller cities.
Finally, the Indian BPO industry has to realize that once the industry matures, profit margins and return on investment
stagnate and reach a plateau. It is for this reason that the time is ripe for the Indian BPO sector to innovate and move
up the curve. With other nations snapping at its heels, the Indian BPO sector cannot afford to take it easy nor be complacent.