Business Process Outsourcing - 2013 Trends

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


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.


?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


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.


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


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)


Client ListVisit us: www.hitechbpo.com • Email us: [email protected]

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: [email protected]

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

www.hitechbpo.comVisit us at:

http://www.hitechbpo.com

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
