CRM Domestic Voice

Current Scenario of ITES-BPM/BPO Sector in IndiaThe Indian IT and ITES Industry recorded a turnover of US $ 60 billion in 2009, with exports accounting for about US $ 47 billion and contributing to over 70% of industry revenues. The Indian IT-BPM industry is expected to add revenues of US$ 13-14 billion to the existing revenues by FY15, according to National Association of Software and Services Companies (NASSCOM).The major segments of the Industry are IT Services, BPO, and Engineering Services, R&D, and Products. Much of the activity is centered on service offerings in Banking, Financial Services, and Insurance (BFSI), Hi-Tech and Telecom, Manufacturing, and Retail.Future Trends in ITES-BPM/BPO Sector in IndiaSustained technology spending globally, and increasing GDP growth and spending in India are expected to be primary drivers of growth. A shift would occur in terms of customer expectations, led by innovation, end-to-end offerings, risk management, and compliance. It is expected that the ?outsource ablemarket would expand from the current US $ 500 billion to about US $ 1.5 to 1.6 trillion by 2020. Sustained GDP growth, increasing public sector spends, and adoption of IT by industry would drive the domestic component of the market. Given these factors, it is expected that the Indian IT and ITES Industry would record about US $ 220 billion in exports and US $ 60 billion domestically by 2022. This growth can be much more with markets opening up further and supported by large investments in innovation, skill building, IP creation, and development of IT infrastructure in tier-2 and tier-3 cities.Based on the trends witnessed in productivity and the likely growth potential of the IT and ITES industry, it is expected that the industry would result in an incremental employment of about 7.5 million persons directly by 2022. A large portion of this employment is expected to occur in the ITES (BPO/KPO) exports sector, followed by IT exports and then in the domestic market.