Global clients are very satisfied with the Indian
BPO and IT services industry. They are prepared to outsource more and higher paying
services to India. But there''s a catch. CNBC-TV18 reports on the highlights of
a Nasscom-Mckinsey study. The
Mckinsey-Nasscom team is going to town with the findings of its study because
it is a strong endorsement of the Indian BPO and IT services industry. The study
shows that as high as 85 per cent of clients surveyed were satisfied with the
service. And that creates new opportunity. By
raising the bar, India could get more services to be offshored. The size of the
pie could be ten times its current size, and India could more or less maintain
its share, by focusing on processes, rather than depending on individual whim.
Ramalinga
Raju, chairman, Nasscom and founder and chairman, Satyam Computers, believes that
the opportunity is huge. Offshoring
will remain profitable for India for a long time, despite rising wages and rents.
The focus on processes will help India abridge
the skill shortage. It is also necessary because customers'' expectations themselves
are changing. Noshir
Kaka, partner, McKinsey & Co, says, "Customers demands are shifting from
cost and quality to speed, flexibility, innovation and productivity."
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