The $12.4 billion Indian BPO industry cut its teeth with the concept of ‘call centres’. The recent stiff competition from rivals Latin America and Philippines has forced Indian vendors to adopt new business models. Though they continue to expand into new geographies for better voice quality, these players definitely have their thinking caps on to compensate the voice business which is being snatched from them.
The current wage inflation of 10-15% in the industry (as per Nasscom) has increased the cost per employee of Indian BPOs. A further compulsion of compensation increase due to economic recovery has made it difficult for Indian players to increase their margins out of India centres for voice-based work.
Raman Roy, considered the father of Indian BPO industry states, “There is gross overpayment of salaries, but the entry level salary in India has not changed much. We are definitely paying more for a 3-4 year experienced BPO employee, as compared to earlier days. The reason being less supply of fresh graduates who are ready to be employed.
Source:-http://www.financialexpress.com/news/Indian-BPOs-dial-in-Philippines–Latin-America-for-voice-work/648320/
