09 : 30 to 10 : 00 |
REGISTRATION |
10 : 00 to 11 : 00 |
CEO ROUNDTABLE
Driving non-linear growth - do we have a business model?
Key points of discussion
- What are the real success stories on non-linear growth? Is it a myth?
- How ready are clients to embrace non-linear operating structures in their core operations? Which segments of customers are more amenable to such operating model?
- How successfully have we moved beyond FTE based pricing models? To what extent contracts share business gains?
- How critical is it for the industry to think of non linear growth models? Is it a near to medium term issue to be addressed?
- What capabilities are required to successfully build and align the operating model to non linear growth?
- Is the downturn an enabler or a hindrance to trying out new models?
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11 : 00 to 12 : 00 |
PANEL DISCUSSION: COO & BUSINESS LEADERS TRACK
Success mantras for 2012 - growing your key accounts profitably
Key points of discussion
- What proportion of accounts yield profitable growth i.e. above industry profitability levels and better than industry growth rates?
- What are the critical building blocks of high growth and profitable accounts? What can providers do differently to drive growth in key accounts without compromising on the margins?
- How has cost of delivery (fully loaded cost per FTE) trended over last couple of years? What is the outlook for next couple of years?
- What are the critical lessons in managing and preventing price deflation in 2012?
- To what extent clients still control and define the input operating parameters (e.g., dedicated seats, profile of team members, spans)?
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| 12 : 00 to 12 : 15 |
TEA / COFFEE BREAK |
| 12 : 15 to 13 : 15 |
PANEL DISCUSSION: TECHNOLOGY TRACK 1
Redefining the technology agenda - from enabling to changing the game for the industry
Key points of discussion
- How has technology helped drive distinctive service delivery?
- What are the big shifts that are happening in technology that will impact BPOs?
- To what extent technology can help create differentiation versus the competition and improve win-rates on deals? What are the markers of differentiation?
- Are there BPO specific technology and applications emerging out of India?
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| 13 : 15 to 14 : 15 |
NETWORKING LUNCH |
| 14 : 15 to 15 : 15 |
PANEL DISCUSSION: HR TRACK
Lessons from leading providers - managing and integrating a global workforce
Key points of discussion
- Do client see consistent quality of delivery and productivity across different geographies?
- How does middle management capability in India compare to centres outside? Where are the big gaps, if at all?
- As BPO companies expand in scale and number of locations, what are the key lessons in integrating the workforce? How does one drive the desired culture of service, ownership and integrity in a highly distributed environment?
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| 15 : 15 to 16 : 15 |
PANEL DISCUSSION: TECHNOLOGY TRACK 2
Leveraging technology to improve profitability and win clients in new geographies and segments
Key points of discussion
- How is technology enabling extension of services to new clients (e.g., SME clients)?
- Is technology and operations bundling working? How can IT and operations, when combined, can help create transformational outsourcing and offshoring? Are there real examples?
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| 16 : 15 Onwards |
Gifts Distribution & End of Conference |
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