Keshav R Murugesh
Ignoring the young, talented Indian workforce is just not possible for any government or business leader across the globe as India provides the maximum number of industry-ready graduates and highly skilled specialists across different sectors. Over the years India has established its leadership in the global Business Process Management space through a combination of factors that include low cost structures, access to a huge talent pool, mature industry landscape, global presence and multi lingual skills. For a great country like US, India is the most exciting destination for any kind of business, which aspires to grow and to have a motivated group of most hard working and smart Industry specialists.
Despite pressure from other emerging locations, this unique combination has enabled India to maintain its leadership position in the global Business Process Outsourcing landscape with over 35% share. I believe that Indian BPM landscape is unmatched in the world.
The BPM industry has come a long way in India, as well as the rest of the world, with the global BPM market expanding rapidly and new economies emerging in the last five years. Post recession, outsourcing companies across the globe, are now looked upon as knowledge and consulting partners, and I truly believe that India is leading the pact with the greatest contribution in this arena. Today, Indian BPOs are focusing not only at reducing the operational cost for clients; but to increase their efficiencies and create new business models with a more consulting led approach involving high end analytics and Research. Top players like WNS are continuously investing in creating an employee base that has a right mix of domain knowledge, expertise, experience and capability to enable sharing strategic inputs to clients to grow their topline and bottomline. A large number of engineers, PhDs, Chartered accountants, statisticians and doctors are now engaged in this work as compared to the old days. While 5 years back voice services was 85% of business, today it is only 25% with the rest being data services.
As a leading player in the industry, we believe that since as a global company ( 29 delivery centres, 10 countries) our job is to help our clients solve business problems and enhance their competitive positioning. They view us as a logical extension of their own operations, and as such we must be flexible in delivering services globally to meet changing business requirements. We must continue to deliver enhanced value to these customers, which includes higher value solutions and platform-based offerings, domain expertise and a vertically aligned business model and true “client-centricity” including aligned engagement models, flexible and customized solutions and a true global delivery platform. I would not get into the “political” here ... our job is to service our clients, and they are asking for global sourcing alternatives.
This election had the least political rhetoric on outsourcing as both candidates know that globalisation of services is an irreversible mega trend and global BPM companies thru high value offerings have actually become an extension of clients enterprises. Companies like WNS are creating jobs onshore with new development Centers in the US as well. Whereas, in the past few quarters running up to the US election, clients preferred not to do press releases announcing an Outsourcing program, that behaviour too will change in a positive manner for the industry.
American Companies and their CEO's will just go back to doing all the right things with their strategic partners like WNS to stave off the economic crisis, become even more competitive and stay ahead of their competition. How else will they succeed in a difficult business environment, like today.
(Author is a CEO at WNS)