Page 130 - LECTURETTE TOPICS eBOOK

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Companies predicted that India will remain the hub for outsourcing services in the
future.

Current Scenario

By 2016 the BPO industry crossed the revenue of $140 billion and is expected to
grow at high annual rates. It is predicted that in 2018, new technologies like cloud
computing, software automation, social media will emerge and the use of these
technologies in BPO sector will increase. BPO companies are giving emphasis on
robotic process automation for efficient and cost savvy services. It is expected that
the workforce of India’s BPO industry will decrease 14% by 2021 creating more
opportunities for automation.

The use of social media management tools will increase for better customer service
and effective Interactive Voice Response IVR. Emphasis will be made on
multitasking, cloud computing and such technologies to improve India’s hold on BPO
industry. The BPO industry contributes around 8% to India’s gross domestic product
and thus, companies are thriving to enhance the BPO services by improving their
working methodologies.

Quick facts about BPO in India

• 70% of the sales from BPO industry comes from touch facility, 20% comes
from records and 10% from fact generation.
• GenPact, Infosys BPO, Tata consultancy, Wipro BPO, FirstSource, Serco
Global Services, Aegis limited, WNS global services are the top
companies offering BPO services in India.
• The BPO services in India has witnessed annual growth of 50%.

• The Indian IT-BPO sector has is one of the outstanding cost effective and
emerging fields in the past decade.
• BPO industry has opened and increased job scopes for thousands of
Indians and this ratio is expected to reach 1.1million Indians.
• 56% of the world’s business process outsourcing is handled by Indian
BPO companies.

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