Keshav Murugesh, CEO, WNS & Chairman, NASSCOM BPM Council on reshaping global BPM businesses

Our ability to create, scale, manage customers will ensure Indian dominance

Excerpts from a Times of India interview where Keshav Murugesh, Chair, NASSCOM BPM Council talks about how BPM companies play a role in reshaping global businesses.

Q. What’s the outlook for the BPM market?

The market today is nascent and under penetrated. Companies are hungry for players like us to help them manage their businesses better. All this is coming at a time when there is disruption around technology and new models. 24% of total insurance policies sold today are sold online. IOT is driving innovation in various sectors. New technologies are generating immense data which companies need to understand very well to predict their customers better. Intel has a chip that detects failure of machines, Google is creating a shopping assistant, fitbits and other devices are becoming more commonplace

Q. Nasscom has lowered growth estimates for the IT industry. Should the BPM industry prepare itself too?

There is a basic difference between IT services and BPM. For IT services, players interact with CTO or CIO who work on a fixed budget and are looking for a solution to a particular problem. The IT services provider delivers the solution. I am sure IT service players will bounce back in the long run. Our ability to create, scale and manage customers is unparalleled and that is what is going to ensure that India stays ahead for the next 20-25 years.

Q. With new technologies comes fear of loss of jobs. What are you doing to reduce the skill gap?

WNS launched a training program for college students, based on the NASSCOM Qualification Packs (QP) to improve employability and enable them to be industry-ready late last year. With a focus on Tier 2 and 3 cities, this program trained students across 35 colleges in Nasik, Ahmednagar, Aurangabad, Pune, Kaziranga, Chandigarh and Vizag. Late 2015, WNS launched a first of its kind MBA program in the country in association with NIIT.

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