Indian BPM sector — In the making of a better future

NEW DELHI, INDIA: With a vision to help the Indian BPM industry emerge as the nerve centre for global BPM operations, National Association of Software and Services Companies (NASSCOM) commenced the 15th edition of the two-day NASSCOM BPM Strategy Summit 2013 at the Leela Kempinski, Gurgaon.

The Summit provided an opportunity for delegates to collaborate and strategize on the dynamic BPM landscape and work towards identifying the factors that will make the ‘future exciting'.

The industry is now transitioning to germination of new services offerings for high-value opportunities catering to the ‘unknown' and ‘unmet' needs of the customers. Significant automation of today's BPM processes has led to the emergence of a new set of ‘generic processes' with aid from cognitive business technology, cloud services, enterprise mobility, platform-based delivery. Industry has now started making significant investments in Tools, Technology and Talent (3Ts) required to build appropriate solutions and effectively communicate the value proposition.

Som Mittal, president, NASSCOM, said: "The Indian BPM industry has come a long way in the last decade. From humble beginnings, the Indian BPM Industry has truly transformed itself to changing times and has emerged as the global nerve center for the BPM outsourcing activities. And much of its success today goes to the multi-faceted talent that has been relentlessly working towards making it a success that it is today.

"With the aim to provide the industry with a strong pipeline of qualified and trained talent pool, SSC NASSCOM is today launching the first-ever sector Occupational Standards guidelines which will pave for the student, industry, and academia to garner the best of the opportunities available and come together to contribute to the growth of the industry."

The emergence of transformational outsourcing models has led to a significant shift from being standalone operations with traditional processes to a more integrated process with technology optimized services. Lead by this transition, industry is now focusing on ‘skilling' and integration of global talent. Access to skill will be a key growth driver for the industry with more requirements in vertical domain like BFSI, Healthcare and Retail.

Further, NASSCOM also shared the findings of the BPM sector Perception Study, aimed at evaluating industry attractors for employees joining BPM industry and understand the stimuli in the BPM employment lifecycle impacting joining and churn decisions. According to the survey, BPM industry's attractiveness increases with time spent indicating at a long-term career path.

As the platform to review the industry performance of last year, NASSCOM also announced the top 15 BPO exporters in India for the year 2012-13 at the summit. The list is topped by GENPACT India Pvt. Ltd followed by Tata Consultancy Services BPO and Serco Global Services at the second and third position, respectively.