The global business process management (BPM) industry is estimated to reach $890-980 Billion in revenue by 2020, while the Indian BPM Industry has set a vision of delivering $50 Billion of revenue by the same period, according to NASSCOM. To add, the industry has emerged as one of the largest private sector employers in India today, with an estimated 3.5 million workforce.
What makes the BPM industry continue to grow and its players, ideal employers?
All over the world, the biggest brands in technology, telecommunications, financial services, healthcare, and retail to name a few, continue to create products and services to serve and delight the customers of their products or services. These customers reach out when they have questions, concerns, or when they want to make updates or changes - using different interaction channels such as phone, chat and email. BPM players serve as expert partners to these companies to ensure that the experiences of their customers are seamless and superior. Through technology and customer service solutions as well as analytics capabilities, BPM companies help them gain more customers and increase customer loyalty, while decreasing costs in providing customer service through depth and breadth of solutions scalable across countries.
BPM companies employ highly-talented and skilled people to deliver customer service, technology or analytics . Anyone who works in a BPM company, especially when that company is global, gets exposed to an ever-evolving, innovative, world-class industry that supports global, leading brands. Take Convergys as an example, a Fortune 1000 company which is the 2nd largest customer management company in the world, and the 1st US-based BPM company to start operation in India way back in 2001. With an estimated $3 Billion global revenue, it employs over 125,000 people across 31 countries, 15,000 of whom are in India spread across centers in Gurgaon, Pune, Thane, Mumbai, Bangalore and Hyderabad.
What does this mean to a job-seeker?
If you're a technology-savvy individual who is passionate about customer service and likes to work in an industry that constantly evolves to adapt to the market; be in a global company that supports clients with multi-million dollar global brands, who are world leaders in their product(s) or service sectors, be it in telecommunications, technology, financial services, or healthcare sectors, serving millions of customers across the globe; get rewarded based on meritocracy and clear performance scorecards; work in world-class facilities and enjoy long-term career growth - then BPM is the industry for you!
And because the BPM industry is a people-centric business relying on a talented workforce who helps clients' customers solve their problems or address other needs, the BPM industry is also one that continually invests in developing people throughout their employment tenure while servicing a gamut of Fortune 1000 clients. Career opportunities are limitless in the BPM industry, whether you want to pursue Operations, Training, Recruiting, HR, Workforce Management, Account Management, IT, Analytics and so much more. Within Operations alone, aside from leadership advancement, you have opportunities to move across different client industries and work types - customer service, technical support, sales, or analytics.
Aside from robust training and talent programs, there is continuous training to upskill employees on the latest technologies or service features of our clients' brands, and evolving customer service tools. And because the business continues to grow, additional jobs are created, as well as more career advancement for those already in the workforce. This industry employment growth also holds true for Convergys, which has added 2,000 more jobs to grow from 13,000 to 15,000 employees in India in 2015 alone, and where 79 per cent of its managers were promoted from within the employee base, many of whom started as Agents.
Be part of a growing, dynamic, global industry that provides equal opportunities, develops you into a world-class professional, and enables you to grow a long-term career!
Guest Author
Rajiv Ahuja is Senior Vice President of Operations for India, China and Malaysia, for Convergys Corporation. He brings over 30 years of work experience in global, customer-oriented companies. His operating experience spans multiple geographies such as Australia, New Zealand, South Africa, Saudi Arabia, Malaysia, Philippines, Sri Lanka and India.
