How will the BPO industry evolve in India?
My personal view is that in BPO there is no such thing as a small BPO. You have to be large. You have to be specialised. You want to be voice that is great. Non-voice, that is great too. But do not be both. There are a few world-class voice companies and they are good at it. If you do not want to be a voice company, do not get distracted by it. For me, strategy is about deciding what you do not want to do more than deciding what you want to do. If you look at all religions in the world, or say the Ten Commandments, which is all about “Thou Shall not”. It is an empowering notion. Voice business is run on capacity utilisation and on efficiencies; our end-to-end model is about minimising operational risks, redundancy and some of those things. Voice and non-voice can mix only when they are a part of an end-to-end process. Progeon offers customers a range of service options. How do you can mix and match the variables? For a company like us, we will be underplaying our strengths if we do not
