Subject category:
Knowledge, Information and Communication Systems Management
Published by:
IBS Research Center
Length: 13 pages
Data source: Published sources
Topics:
BPOs (business process outsourcings) in India; Mphasis; NASSCOM (National Association of Software and Service Companies); IT (information technology), ITES (information technology-enabled services); Indian call centres; Data security; Data privacy; Outsourcing; IT, BPO; Anti-outsourcing; Security breach; Global outsourcing; Cyber crime; Cyber security legislation
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Abstract
In 2004-2005 India contributed 44% ($17.2 billion) of the world''s outsourcing market. The BPO (business process outsourcing) industry in the country grew at the rate of 41% in 2004-2005 to reach a value of 25, 080 crores rupees. Indian IT (information technology) and ITES (information technology enabled services) companies were warranted to be among the best globally, as far as quality standards were concerned. The IT and ITES companies contributed about 4.1% of the country''s GDP (gross domestic product) by 2004-2005. Over 185 of the Fortune 500 companies were outsourcing from India. 50 out of the 74 SEI CMM Level 5 certified (software measurement standard) companies in the world were based out of India. But this success record of Indian BPO companies was marred by a few scandals in 2005. In April 2005 some workers on the payrolls of MphasiS BFL Pune, garnered personal identification numbers (PIN) and net passwords from the US Citibank customers and drew money from their accounts. This incident made a serious dent in the credibility of the Indian BPO industry. Experts realised that the security factor could make or break the industry. Hence, the Indian call centres and other BPO''s were planning to create a centralised information bank. The information bank would maintain records of educational, occupational and credit histories of employees and enable employers to conduct employee background checks. Critics were of the view that this incident would dampen the industry''s growth rate. The future growth prospects of the industry depended on its ability to retain customers and to convince prospective clients about its competence and expertise in handling security issues.
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Abstract
In 2004-2005 India contributed 44% ($17.2 billion) of the world''s outsourcing market. The BPO (business process outsourcing) industry in the country grew at the rate of 41% in 2004-2005 to reach a value of 25, 080 crores rupees. Indian IT (information technology) and ITES (information technology enabled services) companies were warranted to be among the best globally, as far as quality standards were concerned. The IT and ITES companies contributed about 4.1% of the country''s GDP (gross domestic product) by 2004-2005. Over 185 of the Fortune 500 companies were outsourcing from India. 50 out of the 74 SEI CMM Level 5 certified (software measurement standard) companies in the world were based out of India. But this success record of Indian BPO companies was marred by a few scandals in 2005. In April 2005 some workers on the payrolls of MphasiS BFL Pune, garnered personal identification numbers (PIN) and net passwords from the US Citibank customers and drew money from their accounts. This incident made a serious dent in the credibility of the Indian BPO industry. Experts realised that the security factor could make or break the industry. Hence, the Indian call centres and other BPO''s were planning to create a centralised information bank. The information bank would maintain records of educational, occupational and credit histories of employees and enable employers to conduct employee background checks. Critics were of the view that this incident would dampen the industry''s growth rate. The future growth prospects of the industry depended on its ability to retain customers and to convince prospective clients about its competence and expertise in handling security issues.