Indian BPOs to thrive: Nasscom

American voters are yet to decide if Bush goes or Kerry comes in, but Indian BPOs say they expect business as usual, regardless of who heads...

American voters are yet to decide if Bush goes or Kerry comes in, but Indian BPOs say they expect business as usual, regardless of who heads the country with the biggest offshore deals.

According to a joint report of industry association Nasscom and international consultancy QAI, Indian BPO firms will keep thriving—provided they keep pulling up their socks.

‘‘This report,’’ says Nasscom President Kiran Karnik, ‘‘Puts into numbers what we have felt intuitively for long: That BPO is thriving because our services compare with the best internationally.’’

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In Client Satisfaction, India beats European and Asia-Pacific BPOs by a 0-5 per cent margin. Indian BPOs also have the lowest occurence of ‘‘fatal defects’’, at less than 2 per cent, compared with the world average of 2-2.5 per cent.

‘‘We’re saying, outsourcing is not a bubble. The growth is unprecedented and the pace has actually increased. As soon as the November elections are over, we’ll probably see another turning point,’’ said Umesh Vyas, head of QAI’s BPO practise.

‘‘The top 75 per cent companies we surveyed are doing very well, but there is a huge range at the bottom that isn’t. There is a risk here that one bad apple could bring others down,’’ adds Vyas. The challenge is to bring in efficiency, going beyond labour arbitrage and cost savings.

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