SCDL MBA PROJECT - A Study on Future of BPO Industry In India

SCDL MBA PROJECT -   A Study on Future of BPO Industry In India

The BPO industry is having a huge potential for job opportunities. It is providing mostly white collared jobs yet it is having great potential of absorbing persons with disabilities with adequate qualifications and training in most of its operations. Dealing in a global scenario most of the BPOs are maintaining good infrastructure and having accessible premises where PWDs would not find it difficult to access the workplace or the facilities. The pick and drop facility being provided by most of the BPOs makes it easy to reach the workplace for persons with disability.  Also since most of tasks are extremely specialized and the employees generally do not need to be involved in many functions, it makes it easy for PWDs to work as they can be placed on the task most suitable to them and with the proper training they can perform well.

The training organizations and NGOs working with PWDs need to work on the providing the appropriate training for jobs in BPO sector and need to maintain the quality of the training, so that the PWD trainees can perform well. Communication and computer knowledge are the fields in which training needs to be provided.Many companies are taking proactive steps in promoting employability of persons with disability; such companies can be approached for the technical help in upgrading the programme.The information about units in a BPO and its functions can be taken as a reference to understand the required skills for the job in BPO and training centres can groom the PWDs with adequate training for meeting those demands.

Good communication skill and good computer knowledge are the key skills required for most of the jobs in this sector and any Persons with disability with these skills can be absorbed in the companies in this sector. Quality is the most important aspect of service delivery and hence training organizations need to be very cautious about the quality of training being provided.Some companies are also having non voice operations, which require the person to work on computer, but do not require them to make or receive calls. Such jobs can be explored for persons with hearing impairment however having a good written communication skill.There is a need of collaborative effort involving companies and training institutions and NGOs working with persons with disabilities to join hands and work together to provide quality training to persons with disabilities which can be transformed into gainful employment.information technology (IT), India has built up valuable brand equity in the global markets. In IT-enabled  services (ITES), India has emerged as the most preferred destination for business process outsourcing  (BPO), a key driver of growth for the software industry and the services sector.

According to Goldman Sachs, the global BPO market will be $585B in 2005, and India will own 5% .India has rapidly achieved the status of being the most preferred destination for BPO for companies
located in the US and Europe. The availability of low cost skilled manpower, a huge English speaking
population, and appropriate infrastructure have been the main reasons for these companies outsourcing
their operations to India. With the Business Processing Outsourcing (BPO) industry flourishing in India, more and more companies began establishing operations in the metropolitan cities to capitalize on  available human resource talent and physical infrastructure.

However, the prodigious expansion of BPO companies in select metropolitan cities caused intense
competition for available talent and this led to frequent poaching of staff. Also, many employees considered a BPO job as a short-term one and opted for higher education or business management studies once they had earned enough money to support their higher education plans. These factors resulted in high employee turnover and in turn increased recruitment and training costs for many BPO companies.