NASSCOM BPO STRATEGY SUMMIT 2009 Notes – Emergence of new age BPO
It was an eventful week and I did manage to catch a day at the NASSCOM BPO SUMMIT 2009. Three hours into the summit, I realized the changes in the world outside have also impacted the content and the focus of the Nasscom Summit. There were some interesting discussions on the inflection point, road to recovery, new rules of client engagement, employee innovation, technology enabled BPO delivery, global BPO, BPO in the domestic market and of course, efficiency, effectiveness and transformation. To me, what stood out was the universally acknowledged and all round realization that traditional pure BPO model is passé and the rules of the game have irrevocably changed. Every discussion brought to fore the need for innovation, higher domain competence and interestingly technology BPO integration. Every BPO company in the conference was looking at ways and means of countering the uncertainty and moving away from the pure cost arbitrage based BPO model. For me, it just reinforced the power and potential of the new age BPO delivery model on which I have been working on for the last couple of years – BUSINESS PLATFORMS ( Platform Based BPO)and how from being on the periphery couple of years back when I started on the Business platform Journey , the new model has moved to centre table.
Overall, the summit acknowledged the new reality and was looking at new ways of creating new age BPO opportunities amidst adversity!
