Nasscom Replaces "BPO" with "BPM"
by: Sarah Joson
Monday, September 10, 2012
Nasscom President Som Mittal recently said India’s BPO industry has matured, where those involved with outsourcing are now part of the decision-making procedure and management of outsourced processes, rather than just performing the operations themselves. He also said the country was able to get the upper hand in the industry and maintain its position as it has turned a new leaf and became a partner to clients all over the world.
Also, since India’s BPO industry is more familiar with the clients and the process, it is now considered as a partnership, where employees perform more complex work such as managing an operation from conceptualization down to the end product. Another distinguishing factor of BPM is that it patterns the delivery center on the requirements of the client, and selects a suitable BPO-capable region accordingly.
The head of the Nasscom BPO Forum, Vikram Talwar, said they are rebranding BPO and firms within India are gradually recognizing its value as it will spread globally. He added that the Indian BPO industry has become more innovative and is always one step ahead in terms of learning about what the clients want and need. It has also become a key strength for India’s outsourcing sector, which is up against numerous emerging sourcing locations. In fact, India accounts for 37% of the total global outsourcing revenues.