Outsourcing Now: “New India” is driving the change
Best Practices & Case Studies

#IndiaSmart: Outsourcing Now: “New India” is driving the change

Neha Sethi - 04.08.2016

Teleperformance sponsored and spoke at two sessions at the first Indo-US BPO conference concluded at the Omni Orlando Resort, Championsgate in Florida on March 29-30, 2016.

This first ever bilateral BPO confluence between India and the US was organized by the Indo-American Chamber of Commerce (North India Council), the apex bi-lateral chamber synergizing India-US economic engagement, to address a need long felt by the Indian BPO industry. The need to collectively represent the ‘New India BPO’ brand and showcase the transformation with respect to technology, process innovations, and digital disruption.

It won’t be misleading to say that the Indian BPO industry has its largest client base in the US territory, constituting approx 60-80% of India’s entire BPO exports. Collaborating with IACC on this initiative has been a step forward for the industry to engage with the US client community and set the direction for the future of outsourcing in India.

The event saw various keynote sessions, panel discussions, case study presentations, debates and deliberations on topics such as Digital Transformation of BPOs, Rise of the Omni Channel, Indian BPO Promotion Scheme by the Government, Power of Partnerships in today’s hyper-competitive market, Internet of Things and how India beyond the metros has been successful for companies looking for greater advantage for their businesses.

With many reflecting current industry trends and news, among the 125+ attendees of this inaugural and one of its kind event, Teleperformance key leadership participated in the panel discussion on “The Rise of the Omni-Channel – A Bridge between Offline & Online Worlds” sharing our best practices in multi-channel solutions and how we maximize efficiency for our clients through innovation and multi-channel customer experience. Another member of the Teleperformance team, jointly presented a session with Technology Leaders- Avaya, on being “Agile, Innovative and Global”, a case study designed to help attendees get more value from recent trends and best practices used by us to achieve some ground-breaking work in creating more value for our clients.

Pioneer outsourcing capital, India presents lucrative demand & service market 

Cost arbitrage and headcount reduction have been the key levers defining the decision to outsource for companies from decades. This is now being challenged as businesses’ focus has changed to value and operational excellence that BPOs of today can offer. They offer the SPEED, SKILL and SCALE, along with dynamic engagement solutions to map to the challenges clients face in the hyper-competitive market.

India has been a preferred outsourcing destination for decades, however, the term ‘New India’ has come into play owing to the huge investments in setting the digital turf and launching projects like ‘Digital India’, ‘Smart Cities’ ‘Make in India’ & ‘Skill India’. The rapidly growing internet and mobile community and a large diverse employable talent pool has further added to the unique position as the world’s #1 outsourcing destination and a center of excellence.

BPOs in India have unremittingly evolved as Strategic Partners for their clients over decades. Leveraging the ‘Glocal’ approach and strategies accounting for the current shift towards digital, supported by government focus -initiatives like the IBPS scheme- paving way for a more matured and fortified industry, unaffected from volatility and chaos in the global market. The IT-BPO sector rode a wave of prosperity with increased revenues and workforce in 2015 despite global volatility and projections promise a growth of upto 8.5% in the current FY with BPO owning 20% share of the segment (Source: NASSCOM Strategic Review 2016).

The sheer numbers and scope that India presented with 1.3 billion people place the nation as a developing demand market for MNCs seeking growth.

Teleperformance: continuously innovating & trend-setting 

As a leader in India’s IT-BPO industry for over 14 years, Teleperformance has a global leadership in Multi-Channel Customer Experience across 65 countries in 75 languages at 311 contact centers. We incorporate industry best practices and innovations in our solutions to drive value and productivity for our clients, helping them outperform the competition and create a future of learning.

Participating in the 1st Indo-US BPO Summit resonated with our vision to remain at the forefront of innovation and a trusted strategic partner for our clients. Marrying with our commitment towards helping and contributing to the growth of the BPO industry, our team was present at the event to interact with the business community and demystify the futurescape of global sourcing.

We are very glad to be associated with this unique initiative and congratulate the IACC team on bringing together the Industry Experts, Government, Advisors, and Clients on a single platform to further boost the growth of the BPO industry and the Indo-US relations.


Contributor: Neha Sethi @nehacsethi

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