India domestic BPO mkt to grow at 33.3 pc

GURGAON, INDIA: To understand Indian enterprise maturity on different processes and identify opportunities in the Domestic Business Process Outsourcing (BPO) space, IDC India supported by CII (Confederation of Indian Industry) and BPIAI (Business Process Industry Association of India), conducted a study from both supply- and demand-side perspectives.

The study offers service providers valuable insights into the dynamics, size, and level of maturity from the enterprise business process standpoint.

As per the IDC India study, though banking and telecom continue to be the traditional growth verticals, financial services, insurance, retail, travel, manufacturing and government are expected to contribute increasingly to the domestic outsourcing business.

Finance and Accounting and human resource management are emerging as functions holding potential for growth in the near future, apart from traditional functions like customer care and sales and marketing.

With the growing complexity of running their individual businesses, the mid-size enterprises are expected to outsource more. However, end customers were unsure of the various outsourced vendor options available.

“In the domestic BPO space, engagements are expected to move beyond cost and economies of scale to providing business value. The focus will gradually shift to business transformation, thus enabling the end-user business to make sense of, survive and grow in a dynamically changing environment,” stated Kapil Dev Singh, country manager, IDC India.

Markets Covered - Industry Verticals and Horizontal Segments: The Indian Domestic BPO market report takes a look at the major domestic BPO vendors in the country. This understanding is further enhanced by means of a listing of 600 customers and honed by means of a detailed analysis of 160 enterprises across the following industry verticals:

    * Banking & Insurance

    * Financial Services

    * Manufacturing

    * Telecommunications

    * Healthcare

    * Retail

    * Utilities

    * Media & Entertainment

    * Professional Services

This research document also covers the following functional segments of direct relevance to players looking to size up the Domestic BPO market opportunity:

    * Finance & Accounting

    * HR & Recruiting

    * Customer Care

    * Legal Services

    * Procurement

    * Administration

    * Sales & Marketing

    * Logistics