The document discusses several human resource challenges facing the Indian BPO industry, including shortages of qualified workers, high attrition rates, health and stress issues among employees, challenges in developing customer focus, changing value systems, and misconduct issues. It provides statistics on the growth of the BPO industry and future projections. It also outlines some actions that industry groups and companies are taking to address these challenges, such as competency assessment programs, focusing on career development and employee care, and developing centralized databases.
7. … and the leading offshore destination Excludes US, UK and Australia Near-shore Generated BPO Revenues Source: “Offshore BPO Delivery,” Nelson Hall, Q1 2004 Proportion of Total Offshore-Generated BPO Revenues (2003) India is a leading BPO offshore locale with strengths setting it apart from comparable locations. Offshore Location Attractiveness : Rating the Top 25 Source: “Offshore Location Attractiveness Index 2004,” A.T. Kearney Management Consultants, 2004 5% Mexico 1% China 1% So. Africa 2% Other 16% Philippines 75% India India Canada Singapore Ireland Australia Spain New Zealand Czech Republic Israel Portugal Hungary Poland Chile So. Africa Malaysia Brazil China Costa Rica México Turkey Argentina Russia Thailand Vietnam Business Environment and People Skills & Availability Financial Score Philippines Low High High
11. Industry remains customer support centric today Source: NASSCOM Industry in early phases of Industry diversification… … new LOBs developing; HR & Finance services gaining momentum.
12. Emerging high-end Knowledge Process Outsourcing (KPO) Source : Evalueserve Significant latent potential in financial services and healthcare 43% 15.5 1.2 Total 40% 3.0 0.28 Biotech and pharmaceuticals 39% 1.0 0.1 R&D (other non-IT areas) NA 2.0 -- Remote education, publishing NA 0.3 -- Medical content and services 46% 1.4 0.1 Animation and simulation 29% 2.0 0.4 Engineering design NA 0.4 -- Equity research, actuarial analytics and data modeling 54% 0.4 0.02 Market research, competitive intelligence 50% 5.0 0.3 Basic data search, integration and management CAGR 2010 2003 Service Line (USD Billion)