Global clients are very satisfied with the Indian BPO and IT services industry. They are prepared to outsource more and higher paying services to India. But there's a catch. CNBC-TV18 reports on the highlights of a Nasscom-Mckinsey study.
The Mckinsey-Nasscom team is going to town with the findings of its study because it is a strong endorsement of the Indian BPO and IT services industry. The study shows that as high as 85 per cent of clients surveyed were satisfied with the service. And that creates new opportunity.
By raising the bar, India could get more services to be offshored. The size of the pie could be ten times its current size, and India could more or less maintain its share, by focusing on processes, rather than depending on individual whim.
Ramalinga Raju, chairman, Nasscom and founder and chairman, Satyam Computers, believes that the opportunity is huge.
Offshoring will remain profitable for India for a long time, despite rising wages and rents. The focus on processes will help India abridge the skill shortage. It is also necessary because customers' expectations themselves are changing.
Noshir Kaka, partner, McKinsey & Co, says, "Customers demands are shifting from cost and quality to speed, flexibility, innovation and productivity."