According to a recent article in the Times of India “BPOs talk local for expansion”, Indian BPOs are looking inwards for expansion. Perhaps it is the ailing US economy, or the falling dollar rate, but their interest is primarily fueled by a robust 9% growth, and an unforeseen boom in the traditional sectors – telecom, technology, BFSI.

IDC claims that the ITeS market in India was worth a mammoth Rs. 6650 crores (About USD 1700 Million) in 2006 and will cross the 12000 crores milestone (About USD 4000 million) by 2007. It also predicts that the IT/ITeS sector will register a growth of about 19.7% while the export revenue growth will be about 17.4% during the same time. This difference could be attributed to the growth in the domestic segment in the country. Big centers like vCustomer, Wipro, TCS, HCL, Spanco, are also chalking out plans to expand base in tier 2 and tier 3 cities. With multi-million dollar deals in their kitty, every player is looking to ramp up operations to cope with the rising demand while ensuring competitive edge. As a matter of figures, vCustomer earned nearly 80 crores from the domestic market thanks to clients such as Airtel, Idea and SBI. This figure accounts for nearly 4.5% of their revenues.

Spanco is also waking up to the need of catering to domestic market. It has announced two centers, in Gurgaon and Mumbai to provide services to domestic clients. Similarly, Sparsh is also planning aggressively to attack this market.

Drishti is also now planning to have specific products that will provide unbeatable price-performance proposition to the domestic call centers that are looking at cost effective solutions which are easy to manage, operate and own. With some new cutting-edge offerings in the offing, Drishti intends to be a leader in this segment. After extensive homework, Drishti’s BI group has gathered key requirements of the BPOs catering to the domestic market, and the new offering will be incorporating the solutions that address the pain points of domestic call centers – especially increasing profitability. Watch out this space for more updates…