The Hindu Business Line : `Indian BPO cos match global standards'

INDIAN BPO players are now achieving globally recognised standards in customer satisfaction, quality and people satisfaction, according to a Nasscom-QAI report, released on Monday. However, in order to sustain growth and performance, the industry needs to focus on people retention and efficiency improvement.

"India is now world class with respect to many of the operational measures. Yet there are huge variations within organisations due to decentralised management of key support functions," said Mr Kiran Karnik, President, Nasscom.

Currently, the range of end-user satisfaction ratings for Indian BPO organisations is 82-100 per cent while the quality range is 98-100 per cent, which is better than most regions across the world, except North America, said the survey on Indian ITeS and BPOs, conducted by Nasscom in association with process consultancy firm QAI.

The Nasscom-QAI report benchmarks the performance of the Indian industry on key operational issues with global benchmarks provided by over 600 COPC-audited reviews in 35 countries worldwide.

The findings show that the organisations based in India are able to deliver at levels comparable to their international counterparts conducted across four organisation types: captive MNC, third-party MNC, captive India and third-party India.

The report said the Indian ITeS-BPO industry is entering the second phase of evolution, moving from potential to performance and is now looking beyond contract fulfilment to identify opportunities for delivering high-quality service to end-customers.

It is aligning internal systems to ensure high customer satisfaction. These steps will serve as the building blocks for future success, Mr Karnik said.

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