BPM in the teens: Is it going to be smooth sailing?

What is BPM? Is it the same as BPO? Then what is ITES? Doesn’t it entail only voice-based call-center work? Then how is it different from a call center?  All these varied questions still keep erupting in a lay man’s mind even after over a decade of the industry’s existence.

To unravel these and other ambiguities and to track the BPM industry’s evolution over the last 10 years, NASSCOM conducted its first BPM survey among its member firms.  The survey results, highlight the strengths and attributes of the industry, traces the change in customer expectations, evolving technology trends and the resultant transformational opportunities across dimensions such as service offerings, service delivery models, pricing, talent and operating models.

The findings substantiates the premise that the industry is continuously adapting to change and has shifted gears from a purely voice-based call center industry to one that provides transformational, high-end analytical and specialized services making use of the latest innovational technical tools.  A distinct paradigm shift in customer expectations; delivery models, markets and technology has resulted in the industry becoming more mature, transformational and client-centric.

The key business shifts that emerged from the survey are highlighted below.

BPM Key trends

We also released the much awaited Top 15 BPM exporters ranking for FY2014, where competition seems to be picking up. The top 3 slots were occupied by the same companies as last year, while the 4th and 5th position saw a change, possibly indicating changing times for integrated players.

Top 15 BPM ranking-2014

The BPM industry is currently about $20 billion in revenue, and is expected to grow to $50 billion by 2020. It currently employs nearly 1 million people and commands close to 35% of the global outsourcing market. With increasing digitisation and consumerisation, further personalisation of services is what the customers expect. If things continue as they are going now along with some push from the key stakeholders in the right direction, India’s position as a dominant player globally should remain unthreatened atleast for the next 5-6 years.

For more detailed insights from the survey you can check BPM Industry: An Exciting Journey Ahead or to participate in such studies in the future you can write to research@nasscom.in


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