India has successfully fought off competition from new and emerging outsourcing regions such as the Philippines, South Africa, East Europe and Latin America to retain its position as the world's BPO hub, shows data released by Nasscom.
While the emerging regions focus on voice-based work (essentially call centre jobs), India has graduated to data analytics, accountancy, finance and other domain-specific work. It continues to have a 36% market share in global off-shoring work.Global BPO firms, such as Genpact, WNS and EXLService, and others with delivery centres all across the world told HT they have engineers, management graduates, accountants, PhD scholars and lawyers from premier institutes working on high-end outsourcing work in India.
"Globally, the term outsourcing is often associated only with call centre work. This is incorrect. Apart from voice-based work, outsourcing includes several higher end jobs that require specialised knowledge," said Keshav Murugesh, group CEO of WNS.
Murugesh said around 75% of WNS's hirings take place in India. Other players, such as Genpact, EXLService and the BPO arms of Infosys, TCS and HCL Tech, say their India-hiring remains strong.
Rohit Kapoor, CEO of EXLService, said some of his firm's best domain experts are from prestigious institutions, such as the IIMs.
According to Nasscom, the number of people employed directly in India's BPO sector grew by 17% from 2009-10 and 2011-12 to 8,76,000.