The Indian BPM Industry: CEO Success Mantras

Document created by NASSCOM Community on May 31, 2016Last modified by NASSCOM Community on Jun 6, 2016
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The Global BPM industry is Maturing and diversifying


  • The Global BPM spend grew 1.5X in the last 8 years
  • BPM sourcing grew 1.8X in 2014 at 13%
  • India’s share in global sourcing was 38%per cent in 2014


Winds of Change



Steady Growth


  • Largest location for CIS services grow ~2.2X in last 5 years
  • Financial services specialist centres grow ~2X in last 5 years
  • Knowledge services hub for the world – fastest growing at ~3X in last 5 years
  • >43,000 export employees  added in FY2015
  • >60 per cent recruitment from non-Tier-I locations
  • >40 per cent female employees

Volatility, uncertainty – the new reality



NASSCOM interviewed top BPM CEOs to understand their ‘Strategic Priorities


“Start disrupting yourself before the customer disrupts you. Explore how the work can be automated, replaced with software and be proactive. If the customer figures out how to do it, then you will not be required.”


“There is a fundamental shift in the BPM industry – transformation is taking place in the industry itself.  We are not just transforming our clients’ business, but transforming our own business models as well”


“Clients do not know who their new competition is. They expect us to understand their markets, technology and business. they want us to help  them understand what their customers want, and how we can help them”



Re-think, Re-Align and Transform

  • Disrupt or be disrupted
  • Know your customers business inside out
  • Pick your bets, specialize or perish
  • Think solutions, forge partnerships
  • Embed analytics in the organizational DNA
  • Put skin in the game
  • Focus on creating great customer experiences


Top BPM firms in India




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