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The recently organized two-day knowledge seminar called Advantage BPO, for BPO workers and aspirants by Times Ascent saw a huge sitting of more than 2000 people. For many, it was a unique opportunity to interact with BPO experts and business heads. "At work, our interaction is limited. Whatever we speak has to be done through team leaders. In many cases, no questions are asked or entertained even if they are genuine. Advantage BPO has given many of us a voice and opportunity to clear our doubts about the job and apprehensions over career future," said Sandeep, who works for a city BPO.
"It was a great learning experience. Here, we have learnt more than what we have so far at work," said call agents Preeti, Swapna and Anil.
Cambridge Integrated Services head HR & learning, Praveen Kamath K who spoke at the opening session, said, "Talent management is critical to the industry. In addition to managing knowledge and skill sets, learning and unlearning are the other key challenges." Speaking on the importance of quality, Srikantan Hosur, vice-president (quality), Cambridge, said that no provider can afford to lose its customer due to poor delivery quality. Quality is the crux of the BPO game.
Accenture India BPO former head Pankaj Vaish added that the BPO industry would see a few large players focusing on multiple domains, with small and medium firms concentrating on single, niche areas. T h o u g h voice currently accounts for over 80% of the entire BPO chunk, he said, in the next 5-10 years, the industry will witness the emergence of non-voice based, high-end, niche, KPO kind of jobs.
Currently, pure KPO accounts for only 5% of the total business. TOI Director (South) Chinnen Das said: "Times Ascent sees BPO/KPO as a sunrise segment and plans to organise such seminars across the country to educate the youth on the job and growth opportunities it offers."
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