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Manish Chhetri

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• CEO, President, Country Head
• COO, CTO, CIO, CFO
• Director, Vice President & Head – IT / IT Infrastructure, Information Security
• Head – HR, Recruitment & Training

Divisions

• IT
• Operations
• Business Strategy
• Human Resources
• Research & Development
• Projects
• Sourcing & Procurement

Companies

• BPO, KPO, HPO, LPO
• Telecom
• IT
• Hospitality & Tourism
• Consumer Durables
• Healthcare
• BFSI

CEO & MD

Infosys BPO

Mr. Aparup Sengupta

Managing Director & Global CEO

Aegis

Mr. Partha De Sarkar

CEO

Hinduja Global Solutions

Mr. Keshav Murugesh

CEO

WNS

Mr. PV Kannan

CEO & Founder

24*7 Customer

Mr. Deepak Patel

CEO

Aditya Birla Minacs

Mr. PG Raghuraman

Executive Director, Asia Pacific, BPO

Accenture

Mr. Ashutosh Vaidya

Sr. VP & Head Wipro BPO

Wipro

Mr. Rahul Singh

President, Business Services

HCL BPO

Mr. Pari Sadasivan

GPS Leader

IBM Daksh

10:00 to 11:00   CEO ROUNDTABLE

Are we ready for growth – Challenges and opportunities that lie ahead

Key Points of Discussion

• As growth continues, what are the largest opportunities on the horizon? The Nasscom Perspective 2020 report had outlined sizeable opportunities in healthcare, government/public sector, BRIC nations and SMB (Small and Medium Businesses). To what extent these opportunities will materialise in the next 5-10 years?
• What is likely to be India’s position in the next 10 years in the global offshore industry? Will there be a shift in our dominance on cost and quality?
• What are the likely changes in operating models for the future? Do you believe we will see more acquisitions and consolidation in the industry going forward? What has been the performance and value of acquisitions done in the last 3-5 years?
• How strong is the current global delivery network; how does performance (e.g., cost, quality, client satisfaction) across the network compare to centres in India?
• How has customer expectations changed post the down turn and how is the industry prepared to meet the new set of expectations?
• What is the likely future of captive centres in offshore geographies – boom or bust?
• What lessons have we learnt from the downturn?

11:00 to 11:15   TEA / COFFEE BREAK

11:15 to 12:15   PANEL DISCUSSION: TECHNOLOGY TRACK

Technology changes and new capabilities that will transform BPO operations

Key Points of Discussion

• How do you see the role of technology evolving in BPOs?
• What is likely to be the impact of the cloud compuiting and SaaS on offshoring?
• How strong and real is the IT and BPO play; has the proposition changed in last 2-3 years?
• What is the likely impact of mobile applications on demand for offshoring; how can BPOs leverage mobile applications?

12:15 to 12:30   TEA / COFFEE BREAK

12:30 to 13:30   PANEL DISCUSSION: HR TRACK

Back with a bang – How will we solve old talent issues?

Key Points of Discussion

• With growth, returns the traditional challenges of attrition and quality of talent. What is going to be different this time?
• For years, the industry has talked about improving the quality of talent coming from the universities/colleges. Are there any improvements on this front?
• As Indian companies globalise – what are the challenges from a global talent management perspective?
• Over the years we have heard of several innovations – moving to Tier 3 cities, work from home, flexible schedules etc. Are they really working?
• How has the quality of middle and senior leadership changed in last 3-5 years?
• What are the key lessons for BPO companies on talent management from their counterparts in IT services?

On the demand side, over next 3-5 years, there are four changes that will have a big impact on the industry

1. There is a strong rebound in offshoring growth rate. Traditional offshoring clients like banks and telecom companies are looking to expand their offshore foot-print. The total addressable opportunity from core markets is large at USD 220 billion and growing.
2. New and untapped sector like public sector, healthcare and new segments such as small and medium businesses present an equally large opportunity of about USD 150 billion
3. However, new and traditional onshore clients, who up till now were looking for labour arbitrage savings and quality are now looking for looking for higher order benefits like higher productivity from offshore operations, support in revenue growth and shorter ramp-up and down cycle times
4. Finally, the rise of emerging economies, especially in Brazil, China and India is likely to drive high growth and demand for domestic BPO

In the medium to longer term, the addressable market for BPO is expected to grow significantly due to demographic, macro and socio-economic mega-trends.

On the supply side, India continues to be the preferred destination and has improved its market share to 45% over last 12 months. However, post the down-turn, issues related to talent management (e.g., wage inflation, rising attrition) that impact quality and cost equation have caught many organisations off-guard. In addition, there are at least 30 other low-cost countries are making a determined effort to grab share from India. These countries are also moving fast with bold initiatives to further strengthen their competitive position.

Furthermore, there is an immediate need for providers to develop and nurture new business models to capture the new market opportunities (e.g., BRIC, SMB).

As a result, offshore centres will need to reinvent to serve their core markets, rethink about their operations network and build business and delivery models to tap the new market opportunities.

Keeping in view the critical juncture the Indian BPO industry is in and the need for innovative ways to ensure sustained growth and success of the industry, E18, the events arm of Network 18 Media & Investments Ltd., is organizing its mega property exclusively for the BPO Industry titled, “BPO INDIA FORUM 2011” on 16th & 18th March 2011 in New Delhi & Mumbai respectively.. The BPO India Forum 2011 is expected to be one of the largest gatherings of the outsourcing community and will include participation from over 500 key decision makers across two cities, including the key high –level representatives from BPO companies, enterprise community (BFSI, Telecom, etc), solution providers, analysts, government representatives and the media.  Specifically, we hope to focus this year’s discussion on the following set of issues in three tracks

1. CEO forum: Are we ready for growth – Challenges and opportunities that lies ahead
2. HR track: Back with a bang – How will we solve old talent issues?
3. Technology track: Technology changes and new capabilities that will transform BPO operations