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KPO
in India |
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After the great success of Business Process
Outsourcing (BPO) in India, it is now the KPO turn to make its
presence felt. BPO success in India is encouraging overseas companies
eyeing Indian market for outsourcing their high-tech knowledge
based jobs. Operational cost saving, pool of talented workforce,
infrastructure improvement and favorable government policies are
the major factors, which are responsible for the Knowledge Process
Outsourcing (KPO) in India.
According to a report by GlobalSourcing
Now, the Global Knowledge Process Outsourcing industry (KPO)
is expected to reach USD 17 billion by 2010, of which USD
12 billion (almost 70%) would be outsourced to India alone.
Indian KPO sector has already taken steps in employing highly
educated and talented people and number of KPO professionals
is expected to cross more than 250,000 by 2010 compared
to the current figure of 25,000 employees. The graph on
the right suggests that Expected Growth in Global BPO and
KPO Markets (2003-2010)
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What makes India a preferred destination
for KPO (Knowledge
Process Outsourcing?
The Indian workforce is highly literate and they
are well-versed with English language, thanks to Indian educational
system. Every year India is producing hundreds and thousands of
English speaking, trained professionals in the fields of IT, Engineering,
Education, Law, Science, Finance, Architecture and other competitive
fields.
The Indian advantage primarily lies in the educational and technical
qualifications of its workforce. A survey conducted in 2002 by NASSCOM
(National Association of Software and Service Companies) showed
that an Indian ITES-BPO center in banking and financial service
sector, performs better than US and UK based BPO centers in various
categories like the total number of transaction, total number of
correct transactions, total customer satisfaction, number of transaction
per hour and the average speed of answers.
It has also showed in the survey that 45 percent of Indian KPO service
providers have the highest quality certification like Six Sigma
(A rigorous and disciplined methodology that utilizes data and statistical
analysis to measure and improve a company's operational performance,
practices, and systems. Six Sigma identifies and prevents defects
in manufacturing and service-related processes.). BPO or KPO in
India are getting more quality conscious and they are frequently
improving to have standards that of internationally accepted. They
are in the process of highly acclaimed quality management standards
from International Organization for Standardization (ISO) such as
ISO 9002, ISO 9001, ISO 9001:2000, ISO 9001:2001 and from the CMM
framework to the new CMMI framework.
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