The fastest growing segment of the ITES (Information Technology Enabled Services) industry in India is Business Process Outsourcing (BPO). The Indian BPO industry has grown due to factors such as economies of scale, market risk reduction, cost advantage, utilisation increase, and superior competency. Business process outsourcing in India has expanded by leaps and bounds since its inception in the mid-1990s. Among competitors such as Australia, China, the Philippines, and Ireland, India is now the world's preferred market for BPO firms. India's BPO boom can be attributed to low labour costs and the country's large talent pool of educated, English-speaking professionals. The concept Business Process Outsourcing or BPO as it is popularly called, refers to outsourcing in all fields. A business process outsourcing (BPO) service provider typically administers and oversees a specific business process for another entity. BPOs either develop new technologies or repurpose existing technology to enhance a specific business procedure. Most businesses in the United States and the United Kingdom outsource IT-related business processes to Indian service providers, making India the number one destination for business process outsourcing.
It is correct that the Indian BPO market is seeing an unparalleled boom but the flip side of the industry cannot be overlooked. The Indian BPO industry has been dealing with a number of complicated issues for some time, including high turnover, weak infrastructure, and a shortage of data privacy laws. During the last decade, the IT industry has perhaps been the most appealing industry to work in. It has, thus, been able to get the best players. The task now is to protect and improve on this prime role.
Attractive pay, demanding tasks, decent working practises, and development potential, as well as the indefinable "glamour appeal" of a sector or a single business, are among the key determinants of where talent gravitates. Taking control of these criteria is a required duty for the IT industry.
In 2019, the Indian call centre industry was worth INR 2,062 billion. Growth in the English and multiple language speaking population, skilled professionals for different verticals who can provide support in the business operations other than technical support, government schemes to promote the industry further as it contributes to the country's GDP, and low cost of employment with professionals are some of the major factors driving the call centre industry's growth in India. Retaining talent is a major challenge for businesses, especially during periods of rapid growth when "seduction" of workers from one organisation to another is popular. However, the turnover rate for the industry as whole, (i.e., people going out of IT into other industry sectors) has been poor. Consumer buying and corporate investment are two major drivers of demand. Specific businesses' performance is determined by their operational quality. Big businesses have the resources to offer services to big corporations. Since there are few economies of scale, small businesses can compete aggressively with small to mid-sized consumers. The business in the United States is highly concentrated, with the largest 50 firms accounting for about 55% of total sales. Companies in the industry may lose business to prospective clients who choose to do call centre operations in-house; they may also face competition from BPO and IT services. In a nutshell, despite the Covid hitting almost every sphere of commerce, the BPO industry still remained very significant and this talks enough of its eminence in the upcoming times as well
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