Since its evolution, India's outsourcing industry has been facing many challenges and restrictions, which affects the growth of BPO companies and their employees. In order to meet international quality standards, it is exhibiting new business models from time to time as well as spending more efforts and funds in training of its employees. The Indian BPO industry is well-aware that consistency is also important along with customer satisfaction, as it cannot take full benefits of the potentials only with advantages like lower costs and multi-lingual capabilities. Further, it can add value to its customers by proactively acquiring domain knowledge of its client's business. Thus, the need of the hour is to take some useful steps for sound and healthy development of BPOs/ KPOs in India.
Several steps have been taken by the Government, both at the Central and State level, towards better management of outsourcing activities in economy and to keep India's position stable as hub of outsourcing on the global platform. Given this, some of the suggestions can be listed as follows:
- Develop the talent base by generating/ encouraging enough opportunities for technical knowledge.
- Design appropriate training programmes for BPO employees.
- Provide broad and essential hands-on experience.
- Improve choices and processes used by companies and make outsourcing easier by getting more and more organisations moving to the outsourced model.
- Follow proper code of ethics and procedures in recruitment of employees.
- Ensure proper control and quality management systems.
- Enactment of appropriate social security laws.
- Incorporate best practices on health and safety hazards.
- Develop sound work environment with proper safety of women at workplace.
Follow better healthcare policy which involves regular health-checkup of employees and this feature should be made compulsory.
Develop time management and other strategies so as to encourage healthy lifestyle habits of BPO employees, like, having proper sleep, preventing fatigue and stress, etc.
Moreover, along with customer care and support services, other service lines should also be considered in broad manner, such as, of finance, human resource, legal procedure, content development, etc. Most importantly, there should be joint efforts by both public and private sectors to keep sustainable India's advantages in outsourcing industry and explore all untapped areas. Increased innovation and technology adoption should be the guiding force.