AMIDST A barrage of challenges, led by the spine-chilling US slowdown, the robust-looking $ 12-billion Indian BPO industry is staring at a difficult future. With bottom lines plateauing and new business becoming harder to come by, Indian BPO companies need to think creatively to retain their impressive market share in the global BPO industry. "In this scenario, I feel that the Indian BPO industry talent should seriously consider revamping its talent management practices. It needs quality-assured talent", said BCI vice-chairperson Jacalyn Macy. She is currently in the country to inaugurate the Indian leg of BCI’s Global BPO Talent Development Programme along with the Indian partner, Hero Mindmine. She delivered a theme talk on ‘From Cost Arbitrage to Value Creation – Expanding India’s BPO Competitive Advantage Through Nextgen Talent Development Strategies’.
Business Head, Hero Mindmine, Ashok George, explained that partnership with BCI had enabled Hero Mindmine sharpen its focus on BPO training. "The BCI is trying to fill a longstanding gap of neutral, third-party certification of BPO professionals in India. It offers the world’s widest range of human competence certification for nine different types of BPO operatives – all based on globally relevant wide spectrum BCI BPO Human Competence Master Standards. We plan to offer them to the Indian BPO industry and help establish the much-needed world-class professional qualification standards for the industry to follow, while hiring and promoting."
The reason behind launching BCI Global BPO Talent Pool programme is to tide over the problem of attrition and meeting the rising demand for better-trained and certified BPO professionals. "Our idea is to create a global talent pool of well-trained and BCI-certified fresh talent for global hiring. Recruiters can now hire professionals from more than 200 global locations, cutting across India, China and other parts of Asia and North Africa," informed Rajiv Gupta, Business Head and BCI.
"This not only reduces its talent-sourcing, but also its wrong hiring costs, as BCI-certified talents, more or less, are more career-conscious and better prepared for process deployment. And we do hiring free of cost," Jacalyn Macy added.
Hero Mindmine Institute, a subsidiary of Hero Corporate Service Limited, is an academic and scholastic body that has emerged as one of India’s leading training and consulting organisations by partnering with a spectrum of multinationals, Indian corporations and public sector organisations. Hero Mindmine has built proven content delivery methods in areas of communication skills, sales, customer service, leadership, people management, strategic planning, team building, cultural sensitisation, etc. Backed by the $ 4.2-billion Hero Group, it provides learning solutions in the area of training, delivery, consulting, content development and assessment for sectors like airlines, automotive, BPO, FMCG, IT and pharma. Till date, more than 2,25,000 people across the country and the world, have benefited from Hero Mindmine programmes. Hero Mindmine has worked with blue chip clients like American Express, CSC, GE, Godrej, HP, IBM, Infosys, the Tata Group, LG, EDS, Samsung, NTPC, NHPC, Standard Chartered Bank, Wipro, Alcatel and a host of others. An independent industry think-tank, Hero Mindmine has renowned names like NR Narayan Murthy, Deepak Parekh, Raman Roy and R A Mashelkar on its advisory board.
BPO Certification Institute (BCI) is the world’s largest competency certification company in the BPO domain, based in United States, offering certification for BPO professionals and research/advisory services to the global BPO Industry. BCI was established in 2004 in Texas, when the BPO industry was shaping up. BCI’s mission is to empower the global BPO industry through knowledge and talent. BCI is committed to offer, through its certification programmes, thoroughly researched, rigorous and tested competency measurement and suitability optimisation solutions to clients, who outsource their non-core, yet important tasks to BPO outfits and companies who are engaged in business process outsourcing services. This helps BPO companies induct, groom, train, develop, appraise and retain professional talent and drive their performance. BCI aims to provide to millions of BPO professionals a reliable, globally-valid and sharply-focused qualification which will help them distinguish themselves from others and hence, power their BPO careers ahead.
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