How to be a BPO Cx Winner? The Compelling CRM Offerings

February 5, 2018
India has emerged as the germinating ground for outsourced business processes. Indian IT and BPM industry is expected to grow to US$ 350 billion by 2025 and BPM is expected to account for US$ 50-55 billion out of the total revenue (Indian Brand Equity Foundation). Communication and customer experience solution are the support system for the industry to live and grow. So, let us look at the formidable challenges for this industry and their technological fixes. Challenge 1# High Attrition rate Challenge 2 # Higher need of skilled agents IT providers tends to have the highest attrition at 26%- Analytics India “Emphasis shifting from scale to skills. In demand: technical competencies (especially in new technologies) & soft skills; Automation cannibalizing some jobs and creating new ones, net impact positive due to growth”- NASSCOM report on Indian IT- BPM Industry FY 16 Performance and FY17 Outlook

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