BPO is growing and will continue to do so; but there are issues that need to be addressed at the corporate and government level, Rahul Merchant, CTO, Merill Lynch Global Markets and Investment banking has said.

Speaking on ‘Changing nature of financial services industry and impact on Indian IT and ITES industry’ at the Nasscom 2004, he maintained that BPO was growing in India because of various factors that included cost saving such as cheap labor, quality and performance, revenue generation, new product and services and expanded talented pools.

But there were concerns at the national level that the government should address, Rahul added. Issues like infrastructure, power, transportation and telecommunication should be taken care of apart from sorting out certain geopolitical risks. There should also be a balance in trade with partner countries, he added.

At the corporate level, he emphasized on the market place understanding of different players. Also, competition for skilled resource pool, needed to be taken seriously. Empowerment at the middle management level was a must and could be addressed by tools like SCM, supervision and monitoring, he said.

Page(s)   1