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Bangalore, June 9 If BPO 1.0 was all about cost arbitrage and inadequate efficiencies, BPO 2.0 is about those efficiencies in place. The only way to survive and give back returns to customers is to completely transform the way businesses are done and be in step with the changing global scenario, according to Mr Arun Seth, Chairman, BT India.

Speaking on the Business Transformation and Innovative Business Models at the Nasscom BPO Summit here on Monday, he said that it was important to redefine core and non-core operations, and also look at providing end-to-end services for customers.

Mr Akhil Gupta, Senior Managing Director and Chairman, Blackstone India, said that the new emerging business model was to outsource non-core operations, which would enhance productivity among employees, and thus lead to higher disposable incomes and more savings.

He added that offshoring enhances the benefits of outsourcing. A change in mindset is important, and that’s where great opportunity lies, he said. “BPO 1.0 is the manifestation of Globalisation 2.0, and BPO 2.0 a manifestation of Globalisation 3.0,” he added. According to him, private equity investment into the Indian BPO industry was $7-8 billion in 2007.

The next world for the BPO industry would have cost arbitrage, value-added services, business knowledge, process improvement, business transformation, and availability of full services in processes and tools, said Mr Srinath Narasimhan, Managing Director and CEO, Tata Communications Ltd.

According to Mr Raman Roy, Founder, Chairman and Managing Director, Quatrro BPO, providing quality in a commoditised market and cost effectiveness are essential.

On human resources issues such as attrition, he said that it is only a manifestation of shortage of manpower. He also said that near-shoring helps scalability of other foreign language-dependent services (such as Spanish and French). Skills and capabilities are different in different countries, it is important to leverage on those, he said.

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