Contrary to popular perception the rising salary levels and not the appreciating Rupee against the US Dollar is the most pressing concern for the IT-enabled services (ITeS) and BPO industry, says the latest study by Dun & Bradstreet. The findings are based on a survey covering over 200 ITeS and BPO companies in the country, including captives, third-party vendors and Indian subsidiaries of multinationals. Of the total 214 profiled companies, Mumbai and Chennai remain the most preferred delivery centre destinations, with a share of 15.4 per cent and 14.5 per cent respectively, followed by Bangalore at 13.5 per cent. Apart from Tier I cities, Pune and Gurgaon remain the second most preferred delivery destination with a share of 7.7 per cent and 6.6 per cent respectively. Almost 31 per cent of the companies surveyed provide services to the BFSI industry, 11 per cent service the Healthcare sector and 10 per cent service the Retail & Consumer industry. The study reveals that BPO and KPO would be the biggest contributor to the total export earnings of the sector in the next five years. The study also highlights that LPO and e-Learning would contribute significantly to the industry growth. Among the various services offered, traditional outsourcing areas like customer care, inbound-outbound voice, contact centre, e-CRM and telemarketing services emerged as the most popular services, with a 26% share. Data capture and management remained the single largest business line with a 9% share. Speaking at the launch of the third edition of this resource on India’s ITeS & BPO sector, Dr. Manoj Vaish, President & CEO – India, Dun & Bradstreet said, “As per D&B estimates, the Indian ITeS-BPO industry revenue could reach US$ 23.7 billion by FY10, assuming the rate of growth to be the same as experienced over the last 4-5 years. However, some moderation to this growth could come from the stronger Rupee, which may be inevitable in the current scenario, and is likely to persist for a while.”
(India Outsourcewatch)
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