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Indian BPO, Call Center Sector Adds Billions to Indian Economy

By David Sims, TMCnet Contributing Editor

The Indian BPO and the call center sector has been instrumental in India’s economic growth, accordingto research recently conducted by IQPC (News - Alert), which found that it was responsible for adding five million jobs and $15 billion in revenue.

“India’s diversity, flexibility, strategic location, educated workforce and technical expertise have attracted global players to outsource their support and customer service operations to the country, despite stiff competition from countries like the Philippines,” the research found.

The International Quality and Productivity Center provides practical conferences, large-scale events, topical seminars and in-house training programs, aimed at “keeping business executives up-to-date with industry trends, technological developments and the regulatory landscape,” company officials say. IQPC produces more than 1,800 events annually around the world, and continues to grow.

To maintain this position, which the research characterizes as a global leader in the call center industry, and to retain existing client bases, “strengthening infrastructure and using the latest technologies are top priorites for Indian call centers,” the study found.

According to the survey, 65 percent of total investment in technologies in all centers is made in quality management software. Though legacy systems are still being used, there are constant upgrades and new technologies and services available such as cloud computing and Software as a Service.

This summer, TMC’s (News - Alert) Madhubanti Rudra reportedthat Virtual Hold won a “Call Center Excellence Award” in the category of Best Technology Solutions (News - Alert) Provider from the International Quality and Productivity Center.

The research also showed that 72.2 percent of respondents mentioned that enhancing their customer experience is one of their top priorities: “Over half of all respondents considered telecommunication and banking as the most important sectors in the area of captive call centers.”

In an effort to contribute to the growth of the call center industry in India, IQPC will launch Call Center Technology and Communications India 2010, the Indian edition of its global call center conferences. The event, which will take place Nov. 29 and 30, in Gurgaon, aims to provide a platform to explore latest technologies for the call center industry in order to maximize revenue and enhance customer experience.

IQPC was founded in 1973 and now has offices in major cities across six continents including, Bengaluru, Berlin, Dubai, London, New York, Sao Paulo, Singapore, Stockholm, Sydney, and Toronto.