It added that around 33 per cent of the total jobs in the BPM sector were related to customer interaction services (e.g. call centre work including mail, chat etc). Most of the customer work from India is now being done in an omni-channel model and involves higher end expertise with technology and automation already built into the processes.
Automation and robotic process automation has been maturing in the last three years and has led to a net creation of jobs for the BPM sector. The addressable opportunity for BPM according to a NASSCOM-McKinsey Report is $180-220 billion, leaving significant headroom for growth and jobs, according to the industry body.
"BPO industry in India is constantly innovating on reimagining processes for global customers – building products, leverage analytics, customer experience and the announcement by all companies
showcases the growth in a pandemic year and opportunity ahead. With one of the strongest deal pipeline, and strong business outlook, the industry is on track to meet its vision of $300-350 billion revenues by 2025. The Industry will continue to be a net creator of jobs and is committed to people-centric innovation, relentless talent focus, and delivering a superior transformative customer experience," Nasscom
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