Indian BPM companies must rethink approach to talent, prioritise right skills: Report
BPM) organisations must move beyond routine tasks and address more complex and strategic challenges while offering insights into the emerging skills that will define the future of work in this dynamic industry, a new report has said.
As the sector undergoes rapid transformation driven by technological advancements, changing client expectations and new engagement models, the demand for specialised skills and redefined job roles has become more critical than ever, said the report, ‘BPM Shifting Gears: Shaping Tomorrow’s Skills and Careers’, jointly prepared by industry association Nasscom and job search portal Indeed.
India’s BPM industry is steadily growing, generating $48.8 billion in revenue as of FY2024 while undergoing significant shifts from process management to delivering end-to-end transformation solutions.
Technology integration, particularly led by generative AI, is accelerating across functions like finance, accounting, and customer service, driving productivity and cost optimisation, the report said.
Nearly 45% of BPM companies plan to allocate over 12% of their revenue to technology, with an 8x increase expected in those spending above 20% in the next three years, it said. Additionally, there is a growing emphasis on specialised micro-verticals, such as loan processing, claims processing, and revenue cycle management.
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