India much ahead in outsourcing: OfficeTiger COO

PS Vidyalakshmi

CHENNAI: India would strategically continue to enjoy the status of a major hub for BPO activities across globe and in order to keep up with the competitive edge, BPO companies should focus on three key areas- human resources, infrastructure and information security.

Expressing his views to CyberMedia News, OfficeTiger COO Lonnie F Sapp said, “The BPO companies should have a clear focus on HR, infrastructure and information security as these three areas have become the driving factor in the industry today and would continue to be the driving force in future too.”

“The BPO trend, today, is moving towards providing high-end services and India is much ahead in the outsourcing world compared to other competing nations such as China in providing such high-end value services,” Sapp said.

India is more advanced than the other South Asian countries, even when it comes to technology, said Sapp. However, the BPO players should now look at having a strong HR team so as to provide quality high-end value services, he added.

However, he said that misconceptions such as assuming all BPO activities center around call center or contact center jobs still prevail, and should be changed. “This situation should change in the Indian scenario to keep the industry growing,” said Sapp.

He expressed the need for companies to segment themselves clearly as voice/non-voice based and to educate the student community, who are the prospective future human resources for the BPO companies, on the various roles that comprise the industry.