Post on 29-Nov-2014
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BPO 2013 Trends
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Year 2012for BPOThe year that went by was a mixed bag
for ITeS (IT enabled Services) including
Business Outsourcing Processing
services. However, anticipation of
revival of this sector in the year 2013 is
doing the rounds.
For few BPO firms, the year 2012 was
full of challenges, for few it was a
smooth sail. The same scenario is said
to set in the year 2013. According to the
grapevine, 2013 is likely to offer
challenges at macro level however,
there is also anticipation about this
year being a smooth sail for sectors
adopting innovative strategies.
For India, the US is a country that
alone contributes 60% of the IT export
revenue and 2012 was an election year
for the US. Now that the US president
Barack Obama has been reelected,
many anticipate stricter rules in
outsourcing for a country like India.
The reason they state is Obama's rigid
stand on outsourcing. However,
experts believe that reelection of
Obama would not have a bad impact on
Indian BPO service sector.
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BPO IN 2013What to expect of BPO in
2013?
Largely, companies catering to ITeS
can remain optimistic and consider
secure growth and opportunities for
BPO in the year 2013. For this, the
companies should continue to
concentrate on capturing US and EU
market in the year 2013.
What is to rule the market in
2013?
Cloud, big data analytics, mobile,
and collaboration are technologies
that are sure to rock the market in
2013. Optimized investment in
existing technologies should be the
key focus area for companies into
BPO industry.
Research and development (R&D) in cloud computing, localization,
social media and mobile-value added services among others should
feature in the list of must-have applications.
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Trends to ruleBPO industry in 2013?IT industry faltered when the
budgets shrunk. BPO sector
however, on the other hand has
seemed to have grown its appetite
for an extended business.
?According to 2012 TPI (Tax and Price
Index), contract value for BPO was
considerably high in some areas.
The same can be anticipated of
2013.
?Variations in current technologies
and increased domain expertise
across verticals are sure to help BPO
race ahead of other sectors in 2013.
?Technology and platform-based
BPO are going to be one of the
biggest trendsetters of the year
2013.
?Adopting Cloud and mobile
collaborations, requirement of multi
locations and better hold on
autonomous technology structures
are here to stay throughout 2013.
?Cloud-based BPO would mean a lot
of hard work on client's as well as
provider's side in transferring huge
amount of data from client's
infrastructure to third-party (BPO)
cloud-enabled platform.
?The line of distinction between
onshore, near-shore and offshore
work will diminish when the
business becomes more final-
outcome driven.
?Flourishing verticals including
retail, shipping, shopping and
healthcare, to name a few are likely
to bring business to India in 2013.
This can be attributed to the
country's increasing potential in
analytics, finance and R&D.
?Make analytics your forte'—this
should be your work mantra as
today's growing economy analysis
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has gone to achieve more
prominence than before.
?Analytics driven experiments are
failure-proof. Being able to observe
a trend manually is a difficult task
and technology today does that
which humans find difficult to do.
Noticing a trend early in the life cycle
of a business process is always an
added advantage, as decisions
taken by the C-level executives are
made based on the trends spotted.
?Vertical BPO is the key to future
BPO. Having domain expertise is a
way out o f ignorance and
unawareness. Vertical BPO takes
you a step closer to meeting your
client's requirements.
?Service providers to be replaced
by partners: Clients look for smart
partners while resolving problems
during big data analysis and stiff
competition and last but not the
least facing wise customers. Smart
and enterprising partner will always
help you with innovation and fast
growth.
?Rise of small-time business firms:
The number of organizations that
specialize in offering domain
specific expertise to a particular
vertical will increase in 2013. It will
encourage trust building among
clients.
?The line of distinction between IT
and BPO if remains untouched, will
bring growth to the sector.
?Contact centers will be kept open
24x7 round the year: This is so
because customers usually get
involved with their banks on social
media on holidays and financial
sector firms remain closed on
Sundays. Here, a customer-
relationship manager needs to
understand that s/he must never
pursue “we are closed on Sundays”.
They should keep themselves
updated on social network sites
every hour in a day and 365 days in
a year. This way BPO sector enables
contact centers to offer 24x7 year-
round services via facebook, twitter
etc.
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?Use of games to
rise in 2013:
I n c l u s i o n o f
game concepts
as a means to
d e c i d e t h e
course of action
e n l i v e n s
b u s i n e s s
activities. This
encourages BPO
employees to
post or make an
update about
their business development,
rewards and improvements on
social media channels. It is one way
of spreading a word about their
company's growth.
?Big Data Analysis: It is a question
that bothers both clients and their
service providers — how to manage
the ever-growing and unstructured
data collected from business
processes? The deep rooted concern
i s t h a t 2 3
percent of the
information in
digital world is
useful however
only 3 percent is
utilized for data
analysis. The
other challenge
is to match the
strength of the
employees with
the increasing
volume of the
Big Data.
?Domestic outsourcing to rise to
new horizons: Considering the rise
in demand of high wages by Indian
and Chinese employees of lately,
getting your business done within
the country comes as a lucrative
option. This way the business will
benef i t f rom being located
g eog raph i ca l l y nea rby the
organization.
Image Source:http://hqwall.net/eng/wallpaper/Road%202630-131582.htmlhttp://www.nasscom.org/cloud-and-india%E2%80%99s-bpo-industry?fg=139297http://www.123rf.com/photo_9619016_research-and-development-highlighted-in-green-under-the-heading-r-d.html
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Explore the existence ofvarious business models
?By having business with local companies, more BPO companies will
realize that it is not necessary to offshore the business entirely.
?The top executives will be asked to design strategies keeping in mind
different models including onsite, near-site, near-shore, offshore and
far-shore.
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Takeaways
?2013 to offer challenges at macro level.
?For sectors that prioritize innovation above all, the year 2013 is likely to be a smooth sail.
?Cloud, big data analytics, mobile and collaboration to rule BPO sector.
?Focus more on technology and platform-based BPO.
?Business to become more final-result oriented.
?Conduct analytics-driven experiments.
?Vertical BPO is the future.
?Look for smart partnership.
?24x7 services to be made available at contact centers.
?Domestic offshoring will touch new heights.
?Explore the option of implementing multiple business models
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Company
Hi-Tech Outsourcing Services is an ISO 9001:2008 certified and privately
owned firm, established in 1992. With current employee strength of over
700 professionals, the company offers services in BPO, Architectural
Engineering Construction Services, Engineering Solutions and Software
Solutions. Hi-Tech's primary customer base is USA, Canada, UK, EU,
Australia, Middle-East and other countries. Outsourcing your projects to
Hi-Tech will save 60%-70% on client's costs.
Hi-Tech is affiliated with several national and international business
groups and industrial bodies. This enables the company to stay
connected with its clients across the globe.
Hi-Tech is affiliated to the following:
ØU.S. Chamber of Commerce ØIndo-American Chamber of Commerce (IACC)
ØU.S. Green Building Council (USGBC)
ØSoftware Technology Parks of India (STPI)
ØComputer Society of India (CSI)
ØConfederation of Indian Industry (CII)
ØNational Association of Software & Service Companies (NASSCOM)
ØGujarat Electronics & Software Industries Association (GESIA)
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Client ListVisit us: www.hitechbpo.com • Email us: info@hitechbpo.com
Contact
Ahmedabad - Headquarter
Ahmedabad Office
Hi-Tech House, B/H V-Murti Complex, Near Gurukul Tower, Gurukul, Ahmedabad-380 052, Gujarat, India.
Phone: +91-794-000-3000+91-793-014-3000
Fax : +91-794-000-3202
E-Mail: info@hitechbpo.com
3rd Floor, Chanakya Plaza, New C.G. Road Opp. Swagat IChandkheda Ahmedabad – 380 006 Gujarat India
43-A E Block 3rd Floor, Cochin Special Economic Zone (CSEZ)Kakkanad Cochin - 682 037 Kerala India
Cochin Office
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Bibliography
?http://billhurst.com/personal-injury-blog/
?http://blog.sourcinganalytics.com/2012/03/hidden-benefits-of-hr-bpo.html
?http://www.magellan-solutions.com/blog/tag/bpo-company/
?http://hqwall.net/eng/wallpaper/Road%202630-131582.html
?http://www.nasscom.org/cloud-and-india%E2%80%99s-bpo-industry?fg=139297
?http://www.123rf.com/photo_9619016_research-and-development-highlighted-in-green-under-the-heading-r-d.html
?http://www.iotap.com/Processes/BuildOperateTransfer.aspx
Visit us: www.hitechbpo.com • Email us: info@hitechbpo.com