Over the last ten years the Indian BPO industry has grown to achieve a scale of more than USD 12 billion in revenues. Specifically during the last 12 to 18 months, the BPO industry in India has weathered the downturn. In addition to retaining its cost competitiveness, the industry has done a remarkable job of continuing to satisfy its customer base and is now poised to grow by about 15% CAGR over next 3-5 years. However, industry leaders recognize that the next 3 to 5 years will be very different from the last 5 years. A number of demand and supply side factors are likely to alter the industry. For example on the demand side, growth and opportunity in emerging economies will present a USD 280-310 billion opportunity.  On the supply side, several factors like increasing competition from other low cost countries, shortage of talent and need for new business models are likely to affect the industry significantly. It is therefore imperative for BPO customers and providers to understand the impact of these factors and transform their approach and business models accordingly.

On the demand side, over next 3-5 years, there are four changes that will have a big impact on the industry

In the medium to longer term, the addressable market for BPO is expected to grow significantly due to demographic, macro and socio-economic mega-trends.

On the supply side, India continues to be the preferred destination and has improved its market share to 45% over last 12 months. However, post the down-turn, issues related to talent management (e.g., wage inflation, rising attrition) that impact quality and cost equation have caught many organisations off-guard. In addition, there are at least 30 other low-cost countries are making a determined effort to grab share from India. These countries are also moving fast with bold initiatives to further strengthen their competitive position.

Furthermore, there is an immediate need for providers to develop and nurture new business models to capture the new market opportunities (e.g., BRIC, SMB).

As a result, offshore centres will need to reinvent to serve their core markets, rethink about their operations network and build business and delivery models to tap the new market opportunities.

Keeping in view the critical juncture the Indian BPO industry is in and the need for innovative ways to ensure sustained growth and success of the industry, E18, the events arm of Network 18 Media & Investments Ltd., is organizing its mega property exclusively for the BPO Industry titled, “BPO INDIA FORUM 2011” on 16th & 18th March 2011 in New Delhi & Mumbai respectively.. The BPO India Forum 2011 is expected to be one of the largest gatherings of the outsourcing community and will include participation from over 500 key decision makers across two cities, including the key high –level representatives from BPO companies, enterprise community (BFSI, Telecom, etc), solution providers, analysts, government representatives and the media.  Specifically, we hope to focus this year’s discussion on the following set of issues in three tracks