Nasscom will come out with a report in the next six months on the Indian BPO landscape and how to improve it by addressing the ?white spaces?, industry officials said.
?The report will map out BPO industry?s next surge of understanding and growth and paint a vision for the future,? Nasscom president Kiran Karnik said at the end of the two-day BPO summit here on Tuesday.
?The study will be done from the point of customers, vendors, suppliers and captives and will look at what is the true differentiating factor and also what needs to be done to sustain long-term advantages. Nasscom has tied up with outsourcing consultancy group Everest and the report will be customer-focused and look at what this industry is all about and where it can go,? Quatrro BPO Solutions chairman and managing director Raman Roy, who is spearheading it from the Nasscom side, said.
Karnik said the industry wanted to take the BPO to the next level so that India?s competitive advantage is maintained.
Genpact president and CEO and also Nasscom?s BPO head Pramod Bhasin said that as the industry matures, there is a need to move it up to the next level. ?In the next level, the quality of services will be more complex and solution-based. It will not just be labour arbitrage. We will also look at the changing demography and improving the speed to market,? he said.
Nasscom is also planning to come out with the ?best practices in ethics? framework that will address issues like hiring, physical infrastructure, data security, HR processes and set broad policy guidelines like on whistle blowing and sexual harassment.