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Timings Session Title
09 : 00 to 10 : 00 Registration & Refreshments
10 : 15 to 11 : 45 Inaugural Session

The Indian BPO industry is expected to clock a turnover of $10.9 billion by March 2008. The emergence of specialized service domains has been the highlight of the past few years. The industry is maintaining its growth but facing several challenges including appreciating rupee, rising wage inflation, emergence of new low-cost countries as competitors, increase in infrastructure and facilities costs. Several large players are looking for expansion in smaller cities and towns across the country, which promise a steady supply of talent and far lower real estate and other establishment costs. Some of these issues, if not addressed, could upset the growth momentum. The industry is also worried about the expiration of the income tax holiday period in 2009 and seeks its extension. The session will discuss issues like:

  1. Growth drivers and speed breakers
  2. External competition
  3. Fiscal incentives, sops from government
  4. Scope of KPOs
  5. Brand India
11 : 45 to 12 : 00 Tea and Coffee
12 :00 to 13:15 How to succeed with technology

For BPO firms, technology has become both an enabler of processes as well as a differentiator. Technology adaptation is helping BPOs drive down costs and raising process and individual productivity and well build efficiencies and lower costs in customer processes. Innovative technology platforms and Web-based service delivery models are coming up fast. So are mobile and emerging technology environments for future. However, issues like seeking appropriate hardware and networking support to advances in office automation and how to optimally store data and maintain information security need to be tackled by start-ups. Integrated solution providers are many, but how to choose the right one is no mean task. IT investments are huge so require much clarity before they are executed. It also remains a challenge to keep abreast with latest technology innovations and developments and their likely impact on various industry operations. The session will touch upon:
  1. Unified technology solutions
  2. Raising productivity and bottom line
  3. Data storage, information security and compliance
  4. How to leverage IT innovations
  5. IT investment and ROI optimization
13: 15 to 14: 15 Lunch
14: 15 to 15 : 45 Importance of HR in the Outsourcing Industry {Talent spotting, grooming and mentoring}

Of late, HR issues have emerged the most crucial for the industry. With the growth in number of companies, retaining talent has become a headache for HR managers and retention costs have gone up tremendously. Companies are investing time and money in grooming and training a highly skilled and technically qualified workforce on one hand, while making efforts to ensure the workforce does not leave, on the other. Employee-focused HR policies are being rewritten time and again. With the average age of the BPO employee in early 20s, discipline and counseling go hand-in-hand with formal training and development. According to McKinsey & Co, industry leaders who are setting best practices in human resource management and retention actually pay less than the laggards and leverage effective people management practices rather than higher compensation to keep their teams intact. Scarcity of raw talent is also rearing its ugly head and some of the larger companies are entering into partnerships with educational institutes to spot and groom prospective employees early on. The session will touch upon:
  1. Demand-supply gap in manpower
  2. Talent acquisition, training and retention
  3. Grooming future leaders -- rewarding performers
  4. Searching for talent in smaller towns
  5. How to be more employee-centric
15 : 45 to 15 : 50 Close