Agenda

The global economic crisis is likely to create short term challenges for the BPO sector. How should the industry be looking to respond to changing client behavior and what are the near term imperatives? This session will focus on how BPO’s can tide through the downturn by focusing on targeted initiatives.

Key Points of Discussion

• Rebalancing customer and service-line portfolio. For example, can providers develop “downturn service lines” to help clients navigate the crisis?
• Modifying sales approach/strategy (e.g. investing in key account management)
• Strengthening operations/ delivery platform (e.g., implementing operations excellence programme's)
• Undertaking strategic investments/ acquisitions

The ongoing economic crisis is likely to exert significant pricing pressure on offshore BPO providers. To counter the pricing pressure, providers need to control costs by strengthening operations and delivery platform. This session focuses on how IT led solutions can help providers improve productivity and manage costs

Key Points of Discussion

• Leveraging technology in business services - operational requirement or strategic enabler?
• Technology for India – what’s different?
• New themes/trends on the horizon on technology

India’s future leadership position in the BPO industry could be threatened due to a significant shortage of talent. The industry could face shortage of upto 4 million people by 2020 , unless the underlying issues of education and training are addressed. This session focuses on what BPO providers should do to address the demand-supply gap in talent. .

Key Points of Discussion

• Reforms required to address the talent shortage in manpower
• Grooming future leaders -- rewarding performers
• Strategies to effectively counter the manpower shortage (e.g. searching for talent in small towns, finishing schools)
• Sustaining the talent supply chain with scale and cost