Source: livemint.com

A panel discussion on how the Indian BPO industry is in need of serious re-branding to attract and retain talent. At the same time, it aims to dispel common myths and correct perceptions

Not very long ago, India’s premium colleges were happy opening their doors to business process outsourcing (BPO) companies for campus recruitments. Companies like GE, American Express and British Airways could take their pick of the brightest of youngsters that these colleges had to offer. Now, many companies are not even invited to these seats of high learning, say authors V. Anandkumar and Subhasish Biswas in their book

”Business Process Outsourcing, Oh! BPO-Structure and Chaos, Fun and Agony”.
The general image of the BPO industry has indeed deteriorated over time. According to latest findings in the book, “Business Process Outsourcing, Oh! BPO-Structure and Chaos, Fun and Agony”, the average perception was that almost anyone could find a job in a BPO and that the industry offered easy money while being a stopgap career arrangement. It was also seen as unsafe for girls and a place where one’s career progression took a back seat. And that BPO jobs may not necessarily be at par with the other premium jobs in the corporate sector.

Not surprisingly, the industry now attracts les skilled talent than it did earlier while it struggles to retain employees with attrition rates being at all time highs. It clearly needs some serious re-branding to solve its problems and remain an attractive career opportunity.

The authors also point out that the change needs to be driven from within the industry as well. There is a need for change in management attitude and better treatment of employees with an emphasis on managing their aspirations and expectations. There also needs to be a rationalization of salaries and joint action for tackling common problems to retain talent and yet be competitive. Otherwise, say the authors, competition for talent coming in from industries like hospitality, retail and aviation, things may get tougher for average Indian BPO industry.

Source: business-standard.com

Aegis BPO Services, an Essar Group business process outsourcing (BPO) company, is close to acquiring an 8,000-seater BPO firm in the Philippines. The exact size of the deal is not clear.
When completed, the company would have acquired close to 10 firms in the last two-and-half years.
However, a senior executive said the company would not comment on speculations.

Aegis has been bullish on inorganic growth as its races to reach a turnover of $500 million (around Rs 2,000 crore) by 2010. Aparup Sengupta, managing director and CEO of Aegis BPO, had told Business Standard that the company was in talks with 7-10 companies for a ‘strategic fit’ and was looking at firms in the US, South America and the Philippines.

The company has also stated its intent to invest anything between Rs 200 crore and Rs 1,000 crore to acquire these companies.

The company recently acquired the call centre facility of global internet firm AOL in Bangalore. The value of the deal was pegged at Rs 120 crore. The company caters to both the domestic as well as the global markets. Aegis has nine centres in the US.

These centres are not for near-shore operations, but are outsourcing centres catering to US clients. Aegis employs close to 8,500 people for domestic operations whereas it has over 3,000 employees in the US.

Going ahead, the company’s acquisition strategy would also look at enhancing its nearshore capability. “The focus of the company is now to acquire firms providing services in English-speaking countries. They are looking for acquisition that would give nearshore capability. The company is also looking at the domestic market for acquisition,” said a senior executive of the company.