Choose the Right Partner to implement a BPO strategy in India

Fabiano Toller - 06.22.2017

Business Process Outsourcing (BPO) has become an essential tool for companies that want to improve efficiency and service for their customers. The Indian BPO Market is a powerhouse, continuously improving and growing. A highly skilled, English-speaking workforce provides the country with a competitive advantage. Teleperformance with almost four decades of experience, is the global leader in BPO management, and has been in India for over fifteen years. We have the technical expertise, experience, and global footprint to help you implement the right BPO strategy in India.

Choosing India

It is not difficult to understand how India became the worldwide leader in BPO. First, the population is highly skilled and increasingly educated. By 2020, 12 percent of all college graduates globally will be from India. Second, India now has twenty-five years of experience as a center of BPO and retains the confidence of numerous businesses from all over the world.

The sector is now experiencing over 10 percent annual growth and is roughly $108 billion. The Indian government has invested heavily and will continue to invest resources in technology to ensure that the BPO sector remains strong. The government has also created friendly tax structures and public policies in order to increase foreign BPO investment. Further, the privatization of the Indian telecom industry has resulted not only in a significant drop in rates but also better services, thus benefitting the BPO sector. Telecom costs have dropped by about 85% in three years. Over 3.7 million people are employed in the BPO sector in India. Moreover, despite worldwide BPO growth remaining flat in 2015, the Indian BPO sector experienced record growth. India’s BPO market has focused on product development, due to the pervasive use of mobile devices and the desire for disruptive technology. However, the market also has come to focus on modernizing legacy systems and cloud solutions, as well as Business Processes as a Service (BPaaS), mobility, and advanced analytics. Thus, the market shows resiliency and provides a competitive advantage for companies that are seeking high-quality BPO services.


The Teleperformance Difference

Teleperformance has been working in India since 2001. We operate strategically located sites in metro and non-metro areas with a very skilled workforce. Our employees provide services in 11 languages, both for the domestic and international markets, including the U.S., the U.K., EMEA, and APAC.

We work to ensure that we locate our sites in areas with a highly skilled, diverse workforce, convenient to transportation, and that help reduce costs for our clients. We currently manage several back-office programs for multiple industries in India, and more than 200 programs globally.

People Focus

Our focus on non-metro locations has a particular advantage. Though earning the same as their counterparts in metro areas, non-metro employees have a 48-hour workweek. Because our sites are centrally located, near public transportation, employees save seven hours of commuting time, resulting in employee happiness and more productive hours per week. The cost savings can reach between 25 percent and 40 percent, which is passed along to our clients. As the global leader in customer experience management, we believe that happy employees make for happy customers. We are a people company and we do everything we can to ensure that our employees can be as productive as possible. That’s why we are proud to have earned multiple awards as a top workplace in India, including from AON® and Great Place to Work®, thanks to our employees. Teleperformance has been ranked the #1 BPO in India (2nd consecutive year) and #4 amongst India’s Best Companies to Work for in 2016 by the Great Place to Work® Institute. Teleperformance has been featured on this list, four times.

Teleperformance has managed to ensure that it operates at less than half of the attrition rate of the industry average. According to research by AON®, organizations with employee engagement scores in the top quartile deliver better business results. Teleperformance scores a High-Performance rating in this metric with 91 percentage.

Contact us today to learn more about how we can help you implement the right BPO strategy in India.

Visit us at: www.teleperformance.in

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