The Nasscom-QAI report, titled Operational excellence challenges in ITES/BPO, benchmarks performance of Indian industry on key operational issues with global benchmarks provided by over 600 COPC-audited reviews in 35 countries worldwide. Conducted across captive and third parties, MNCs and Indians covering 50 firms and about 90 respondents, the report also deconstructs some of the key operational issues facing the industry. These include key process challenges, quality and accuracy, retention, process improvement initiative and responsiveness.
The report findings then compare the Indian performance with its international counterparts (data provided by COPC). The findings indicate that the range of end-user satisfaction ratings for Indian BPO firms is 82-100%. The range of fatal accuracy percentages is 98-100%.