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As we release this edition of Infowire, we are all witnessing turbulence in our external environment and most of them have a bearing on the IT/ITES/BPO industry just as on every other industry and on global economies at large. |
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Inflation continued to stay high globally. |
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There is fair degree of political uncertainty in India on account of the nuclear deal. |
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Monsoon seems to have eluded most parts of the country so face this year putting enormous pressure on the energy situation. |
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Crude oil prices keep us guessing, causing enormous impact along the way. |
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What is heartening to note in the entire period has been, the results posted by the IT/ITES companies thus far. Most of them seem to have held fort during this period and posted their Quarterly results more or less in line with expectations despite so many unexpected turn of events.
This edition of Infowire is focusing on the ITES/BPO sector, which has scaled up so very well in the last many years, we have leaders from some of our member companies talking of their experiences and expectations.
Recognizing the rapid rise of the ITES /BPO sector, we at HYSEA have formed a focus group aimed at initiatives focused on the ITES/BPO sector and the team is working out an agenda for the year. Some of the initial ideas are focused on: |
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HR & Talent pool Development initiatives with focus on ITES/BPO, |
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Thought leadership in the sector and focusing on business process frameworks and on how BPO enables Business transformation |
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Sector specific HR policies (including renewed focus on retention, health and wellness management etc.) |
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Last but not the least on work place security and environment |
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The Indian ITES/BPO sector has come a long way from its inception and the industry is surely reaching maturity in its business practices. Companies have moved away from an exclusive focus on lower value-add voice services to a greater mix and today deliver fair bit of higher value-add business value delivering processes.
Some trends, which we see in the sector this year, include: |
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The Cost pressures (not withstanding the short term depreciation of the Rupee in the last 3 months) on the industry are continuing and differentiated services and higher value-add services become critical survival factors for companies |
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As part of the differentiation – competency building gains focus with greater focus on Industry vertical and Business process knowledge |
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More companies look to move to Tier-2 and even some Tier-3 cities to leverage location benefit coupled with lower operational costs |
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Companies’ aggressively looking at newer geographies to increase client base and this includes aggressive push in the Indian markets. |
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Companies improving their global foot print not just for their Customers but also to set up delivery capabilities tapping local talent |
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Companies will continue to broad base their clients and they will move towards the mid-sized companies (vis-à-vis the traditional focus on large companies) with greater speed. |
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All in all, the ITES/BPO sector continues to present tremendous promise for the future. A point to note however is that there will be periods of higher growth and periods of slightly muted growth, this is to be expected as part of any normal economic cycle and we should continue to focus on our primary purpose of adding value to our stakeholders. We should not be swayed easily by either of these ups or downs. It is clearly a game of successful management for the companies to tap this huge potential in business but in a fast changing environment. |
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