Reporting Live from SSO WEEK INDIA 2011

Breaking the myths of an evolving Indian services delivery landscape is most certainly a tale of two halves – or rather, of two communities. The famously segregated worlds of captive shared services vs. third party BPO delivery inside India’s tier one hubs have, for many years, co-existed in harmonious, yet distinctly separate, circles within the Indian market. Historically, rarely the twain do meet, but in today’s ever-evolving world of services delivery, the synergies between these communities are being recognised at every level. Last week SSON’s inaugural Shared Services & Outsourcing Week India saw close to 200 members from both communities coming together to discuss the future of Shared Services and BPO in India.With the current steep incline in the adoption of hybrid delivery models, for many companies today it’s less a question of "black or white" and more a question of "what shade of grey?" – a clear nod to the future for a community combining strength and knowledge. India has long been the leading location globally for outsourcing opportunities; however, the push towards globalisation has raised some serious questions around India’s value proposition to the world: Is there a big enough pool of skilled talent? Is the ever-increasing cost in India still justifying an offshoring fundamental - the labour arbitrage? SSOW India set out to start answering some of these questions last week. And the answer was pretty clear as far as India is concerned, it’s going nowhere but u. It looks like China will have a fight on its hands if it’s aiming to knock them off pole position.In Bangalore, KSV (KS VISWANATHAN), Vice President (Industry Initiatives), NASSCOM interprets the facts for SSON’s delegates. With India currently holding 34% of the global BPO market, and 500+ centres established as of 2011, the country is poised for continued significant growth in this market. In 2011, BPO service offerings in India increased across almost every sphere – especially in HR, F&A, Procurement, and Knowledge Services, reported NASSCOM’s KSV. Notable for its lack of growth were two sectors: vertically specific and customer interactive services. KSV’s keynote presentation highlighted India’s impact on global talent and culture: 50% of BPO employees in India are under 25 years old. This has implications for organizations worldwide, which are increasingly relying on outsourcing all off shoring as an element of their business delivery strategy.As part of the debate, Rakesh Sangani, Partner at Proservartner, warned the delegates present: "With today’s twitter generation preferring headlines to detail, and typically replacing individuals with 20+ years of experience and high levels of attention to detail, how can service quality levels be protected ?"5 Top Challenges for the BPO Industry in India1. Macro-economic environment: Economic conditions, possibility of renewed consumer spending? 2. Competitiveness: pressure on billing rates , lower profitability, location competition 3. Talent – availability of specialized talent, soft skills enhancement 4. Policy – fiscal incentives 5. Branding – NASSCOM is raising awareness of India as a high-end task engine – more and more high value jobs can be, and are being, done out of India. It is not just about cost-arbitrage and transactional processing anymore.4 Big Trends Leading the BPO industry today:• Cloud • Big data • Social Network • Analytics To further this industry, NASSCOM is working closely with the Indian government on developing 43 Tier 2 and 3 delivery locations that have been identified for ITO delivery.

Reporting Live from SSO WEEK INDIA 2011

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Reporting Live from SSO WEEK INDIA 2011

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