Financial Daily from THE HINDU group of publications
Tuesday, Nov 02, 2004

News
Features
Stocks
Cross Currency
Shipping
Archives
Google

Group Sites

Info-Tech - Outsourcing
Industry & Economy - Standards & Benchmarks


`Indian BPO cos match global standards'

Our Bureau

New Delhi , Nov. 1

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.

More Stories on : Outsourcing | Standards & Benchmarks

Article E-Mail :: Comment :: Syndication :: Printer Friendly Page



Stories in this Section
Wipro grants ESOP


EMC claims top slot
`Indian BPO cos match global standards'
AKT BPO scaling up operations
MphasiS to open BPO unit in Mangalore
VSNL to buy Tyco Global for $130 m
Cellular operators need advance clearance for value-added services
Work on Rs 390-cr hi-tech city in B'lore to start soon
BlueBox to begin Indian operations
Oracle begins roadshows
Cognizant wins deal from Wallenius Wilhelmsen
VisionShape to double customer support team
Honeywell to hire 1,200 more for lab
DSL Soft buy-out: HCL Tech set to begin valuation
TCS, AP agency in pact for digital certification
Australian team scouting for partners
Su-Kam , GE Power in pact
Bangalore IT.Com 2004
IT.COM evokes keen interest from 13 nations



The Hindu Group: Home | About Us | Copyright | Archives | Contacts | Subscription
Group Sites: The Hindu | Business Line | Sportstar | Frontline | The Hindu eBooks | The Hindu Images | Home |

Copyright 2004, The Hindu Business Line. Republication or redissemination of the contents of this screen are expressly prohibited without the written consent of The Hindu Business Line