The Hindu Business Line : TCS honcho lists 11 emerging ITES trends

MR T. S. Rangarajan, Global Head, RFID (radiofrequency identification) Solutions, Tata Consultancy Services, shared his views on eleven emerging trends in ITES (information technology enabled services) in the service sector at Connect2004, an information, communication and technology event organised by the Confederation of Indian Industry.

Given below are the trends:

Trend 1: BPO version 2.0 - global delivery model. This trend is emerging where services are harnessed from many centres instead of one.

Trend 2: eSCM (sourcing capability model) and COPC-2000 (contact centre process certificationfor BPOs to build process reliability.

Trend 3: BPO/IT bundling. Business processes drive the underlying IT systems. Both require different skill sets. However, they need very close alignment or else customer complaints can fall between the cracks. It makes sense to force this alignment (bundling), particularly if they are available in the same geography.

Trend 4: Knowledge Services Outsourcing. Equity research, credit analysis, fixed income research, bond analysis, economic analysis, industry analysis and company analysis for investment banks are all highly possible from offshore.

Trend 5: India's research and development BPO business will be $8 billion by 2010.

Trend 6: Sales force outsourcing. It requires a lot of desk and homework to convert suspects into prospects.

Trend 7: Animation, the next BPO opportunity. Concept creation, selling dreams and imagining the impossible is what this involves.

Trend 8: Advantage captive BPO. Nine of the top ten BPOs today are captive. There is enormous scope for third party BPOs to compete with captive ones and capture their business through maturity and credibility.

Trend 9: True globalisation means getting the right service at the right cost, right time and right place. Innovation in business, really, has no limits.

Trend 10: Smaller cities, low-cost technology hub. This is a logical extension of the cost arbitrage approach

Trend 11: 97 per cent customers hate call centres.

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TCS honcho lists 11 emerging ITES trends