Wednesday, June 11

‘Social order change, negative media cause of BPO disconnect’

Bangalore, June 10 For an industry that has seen $11 billion revenue, provided 7 lakh people direct employment and three to four times more indirect employment, there seems to be disconnect surrounding it. This could be largely due to a social order change and negative stories in the media, said Mr Shanmugam Nagarajan, Founder and Chief People Officer, 24x7 Customer, in his keynote address on ‘Thinking Global, Acting Local’ at the Nasscom BPO Strategy Summit here on Tuesday.
Acting locally, the industry should tie up with educational institutions to offer ‘Business Process Education’ as a subject or course in order to inculcate a career bent of mind among youngsters, he said. It should also take steps to showcase its positives through the media. “It should be an individual and collective response” to the negative stories surrounding the industry, he added.
BPO companies should also engage themselves in corporate social responsibility activities, and conduct annual events city-wise to generate better awareness about the industry in the minds of the public. On ‘Thinking Global’, Mr Pramod Bhasin, Vice-Chairman of Nasscom, and President and Chief Executive Officer, Genpact, said that customers look for pockets or hubs for expertise globally in whatever domain they choose. Finding new locations is an exciting and new challenge that the industry is faced with. “But establishing new global opportunities means acquiring new skills, better infrastructure, unique HR practices, better regulations and enforcements,” he said.

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