by NR INDRAN / INT

The IT and the BPO sector in India have been through a phase of unpredictable volatile situation as the recession in US and UK might affect the outsourcing to the Indian. Europe is most likely in recession already. It will have an effect on rest of the world as well. There is high correlation between European and the Asian economies. If Europe is in recession, Asia will feel it as well.  The Indian ITeS-BPO industry has been on a strong growth trajectory for the last decade.

The Indian BPO industry’s growth and increasing maturity is reflected across multiple dimensions. In  just over a decade, the industry has grown to reach nearly US$ 11 billion in export revenues, employs  more than 700,000 people, and accounts for more than 35 % of the worldwide BPO market. This  growth has been driven by  1) accelerated adoption by buyers of different sizes, from across industry  verticals and geographies, and 2) rapidly evolving supply-side maturity across service segments.

However at the same time the industry needs to tackle various issues related to operation, regulation etc. Further, there are several external challenges like the growing debate in the western world against outsourcing, appreciating Rupee against US Dollar. This chapter touches upon several key issues and challenges.

Rising Attrition Rate: High attrition rates in the ITeS-BPO segment is one of the major concerns for the companies. With attrition rates ranging between 25-40 per cent in the ITes-BPO industry, it is posing a big challenge. and with the high attrition rates, companies are increasingly poaching from their competitors, compounding the problem further.

Emergence of China: China has been emerging as one of the favorable outsourcing destinations in the global outsourcing landscape. China has advantages in terms of cost and available infrastructure facilities. The Software Development industry in China generated revenue of $284.02 billion in 2011, up 35.1% from 2010 (in constant 2011 dollars). The industry is estimated to have grown at an average annual rate of 29.6% over the five years through 2011. According to A T Kearney’s Global Service Location Index 2011, China secured second position, just behind India.

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