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Interested in applying MC3? Send us your details	Business Process Outsourcing Business Process Outsourcing is quickly becoming the mantra in global organisations, which are looking to aggressively cut costs, and move non core processes to locations that offer these cost benefits. India's BPO services industry saw revenue grow by 59 per cent to $2.3 billion in the year to March 31, 2003. As of March 2003, there were about 200 Indian companies offering BPO and related services, according to the National Association of Software and Service Companies (NASSCOM) in Delhi. The industry is clearly exploding. To keep pace with this explosive demand, maintain quality, retain employees and keep the customer delighted at the end of the day means that there will always be a need to learn, innovate and perform. Nihilent's patented framework for knowledge enabled transformation ensures this happens in a scientific, structured, measurable way, that is especially tailor made to suit the dynamic BPO scenario. Challenges faced by BPO One of the biggest challenges that all BPO companies are facing is the yearly employee turnover rates that are currently between 30% and 40%. Human Resources Heads of BPO companies are also facing a challenge derived out of poaching (the lack of quality people being the underlying factor) and unionisation of the workforce. With other emerging markets entering the BPO game, pricing has become a key area. Salaries and cost of retaining good people is going up exponentially, and to counter this, moving up the value chain (and thereby increasing margins) becomes imperative. How MC3 helps Managing loss of knowledge due to attrition and poaching is handled by institutionalising the tacit knowledge transfer processes. Exploitation of existing knowledge leads to creation of new ideas of how to reduce costs, and come up with new products/services for increased opportunities for revenues. Exploration/Acquisition of new knowledge about customers, consumers and competitors would lead to better customer service and increased value-addition to its customers. Call centre related workshops, dealing with stress and leadership go a long way in increasing employee motivation and loyalty and results in much lower and manageable levels of attrition. MC3 helps BPO companies manage change and cope with challenges; preparing them for the next level of expansion and growth. Top
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