Sandhya S
BANGALORE: With more companies opting for multi-sourcing model for best of breed global service delivery modules, global business resiliency will hold the key for mature market capture strategy.
Mark Mayo, partner and managing director, Global Advisory Services, TPI said that companies needed the ability to flex corporate business support infrastructure with confidence.
“The BPO players need to look at the market at a differentiating pointer as a defined services and defined prices. They need to think of moving beyond transactional pricing model for a strong orientation of metrics and pricing towards end-end results,” he said, addressing a session on "Global sourcing and the maturing marketplace”, at the ninth Nasscom ITES-BPO India Strategy Summit in Bangalore.
“Indian companies are inherently good at relationship building strategies and have good negotiating skills. However they need to build better track record and show strong operational capabilities on par with the global players to truly compete in the global marketplace,” he said.
Akshaya Bhargava, head-BPO Investments, 3i Plc, said that Indian companies need to branch out to various platforms and bring in more intellectual property to drive growth.”
“Indian BPO players are intensely preoccupied with supply side issues of attrition, people management, service delivery model and such other issues. However, they cannot ignore the demand side issues and need to address it from an overall perspective to leverage business benefits,” he said.
On the issues of BPOs facing midlife crisis, he said that leading Indian BPO companies are those who were the early adopters. If one were to draw a bell curve, the Indian players are nowhere in the central part which means that either they are big time players or operating in small market share.
“We have not seen any mid market players where the market is huge. If they need to move up the value chain, it's imperative for them to consider differentiating business models and identifying new opportunities. Operating in a platform is the key differentiator,” he said.
Speaking on the evolution of contact center, Bert Quintana, vice president, Dell
International Services, said, “Today's contact centers have evolved with a global footprint and offer 24/7 support facility and have transformed from call center to contact centers. It is leveraging different skill sets in different geographies offering consistent and standardized customer experience.”
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