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KPO in India
By Scott Naxton
After the great
success of Business Process Outsourcing (BPO) in India, it is now the KPO turn
to make its presence felt. BPO success in India is encouraging overseas companies
eyeing Indian market for outsourcing their high-tech knowledge based jobs. Operational
cost saving, pool of talented workforce, infrastructure improvement and favorable
government policies are the major factors, which are responsible for the Knowledge
Process Outsourcing (KPO) in India. According to a report by GlobalSourcing
Now, the Global Knowledge Process Outsourcing industry (KPO) is expected to
reach USD 17 billion by 2010, of which USD 12 billion (almost 70%) would be
outsourced to India alone. Indian KPO sector has already taken steps in employing
highly educated and talented people and number of KPO professionals is expected
to cross more than 250,000 by 2010 compared to the current figure of 25,000
employees. The graph on the right suggests that Expected Growth in Global BPO
and KPO Markets (2003-2010)
What makes India
a preferred destination for KPO?
The Indian workforce is highly literate and they are well-versed with English
language, thanks to Indian educational system. Every year India is producing
hundreds and thousands of English speaking, trained professionals in the fields
of IT, Engineering, Education, Law, Science, Finance, Architecture and other
competitive fields.
The Indian advantage
primarily lies in the educational and technical qualifications of its workforce.
A survey conducted in 2002 by NASSCOM (National Association of Software and
Service Companies) showed that an Indian ITES-BPO center in banking and financial
service sector, performs better than US and UK based BPO centers in various
categories like the total number of transaction, total number of correct transactions,
total customer satisfaction, number of transaction per hour and the average
speed of answers.
It has also showed
in the survey that 45 percent of Indian service providers have the highest quality
certification like Six Sigma (A rigorous and disciplined methodology that utilizes
data and statistical analysis to measure and improve a company's operational
performance, practices, and systems. Six Sigma identifies and prevents defects
in manufacturing and service-related processes.). BPO or KPO in India are getting
more quality conscious and they are frequently improving to have standards that
of internationally accepted. They are in the process of highly acclaimed quality
management standards from International Organization for Standardization (ISO)
such as ISO 9002, ISO 9001, ISO 9001:2000, ISO 9001:2001 and from the CMM framework
to the new CMMI framework.
For further details,
please visit at KPO and KPO
in India
About the Author
Scott Naxton is a freelance journalist having experience of many years writing articles and news releases on health, insurance, interneet businesses and many other public issues.
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