IT as an enabler is the past, present and future of work. Contact centers shifted to other companies and accounting and other key processes also began to be outsourced. These have led to greater business revenue as well for companies that have opted for ITES/BPO. But ITES companies are heavily dependent on human capital to keep themselves going. This is where BPO recruitment services can be very helpful for companies.

Here are some great insights that our research team was able to gather regarding the ITES and BPO market size and the expected growth.

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Global BPO Market Size Growth from 2022 to 2030 (in USD)

Global BPO Market Size Growth from 2022 to 2030 (in USD)
Year 2022 2030 CAGR
Worldwide BPO growth rate 237.2 billion 467.1 billion 9%

 

India BPO Market Size Growth from 2022 to 2030 (in USD)
Year 2022 2030 CAGR
India BPO growth rate 6,077.36 million 12378.73 million 9.30%
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And the data on the total number of people employed across the world is as follows Total Number of People Employed in ITES and BPO (based on a figure of 4,845,962)

 

Continent Number of People Employed *

Total Share as Percentage of 4,845,962
Asia and Australia 1,570,169 32.40%
Africa 138,546 2.86%
Europe 1,331,636 27.48%
North America 1,496,227 30.88%
South America 226,209 4.67%

 

*Those working remotely would be working from a location of their choice and hence do not come under these calculations. Please note that all values are approximate.

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What We Do

Our team of recruiters in BPO recruitment services understand the needs of diverse and large workforces and we can help you with your recruitment needs. Not just this, but the ITES landscape is also constantly evolving and with the growth of technologies like AI, people are looking for candidates with knowledge of these emerging technologies.

Flexible and remote work styles have also grown in popularity and many people do not want to work a regular, full-time 9 to 5 job. This means that recruitment companies need to be cognizant of this too, when they are acquiring talent for ITES companies. Companies need to be up to date on the current trends and hire accordingly to ensure that they get the right talent before the competition does.

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Roles/Designations in ITES/BPO

Customer Service Representative
In addition to answering calls made to the contact center, they are also involved in creating customer records and making timely outbound calls too to help customers in need or if the call gets disconnected. A customer service or customer care representative might also take the initiative in some companies to sell products and services to customers when they call. Educational Qualifications: Would be a 10th or 12th pass and possibly even a graduate. Some companies require a minimum degree to employ someone as a customer care representative.
Business Analyst
They make sense of large amounts of data, arriving at insights based on them. This helps improve very complex processes in companies, streamlining them and improving their accuracy. They generally work with others in the business, including subject matter experts, to help uncover valuable insights. Educational Qualifications: A business analyst would have completed a bachelor’s degree in science, engineering or commerce and would have even done a course in Power BI or other tools for data analysis.
Quality Assurance Lead
A quality assurance lead is tasked with maintaining the quality of the process. This could be a process that’s a lot simpler, like managing voice calls and improving their quality or something a lot more complicated such as accounting etc. They would be using tried and tested methods for maintaining the quality of processes. Educational Qualifications: A QA lead generally will have a bachelor’s degree in their area of work, such as a BE in Computer Science or IT. Leadership skills, great communication capabilities and equally good technical expertise are necessary to become a QA Lead.
User Experience Designer
A user experience designer will help in designing information architectures and the design flow for processes within an app or service. They will also help in identifying user goals, needs, problems and objections to using an app or service. Educational Qualifications: They wouldn’t need a graduation in any discipline but a course in IT or a graduation in an IT-related field or psychology could be of great help. This would help them put themselves in the shoes of the customer and work their way around customer dissatisfaction.
Data Scientist
A data scientist organizes and then analyzes data to identify insights that can help businesses make better decisions. They would also have the capability to identify trends that will help the business grow and ignore those that won’t. They will be familiar with coding in Python and know various data analysis and research tools. Educational Qualifications: A data scientist may be a graduate in any discipline with a flair for programming and having done a course in data science from a reputable institute. If they have a degree in IT, they would be better equipped for tasks.
Legal Process Outsourcing (LPO) Specialist
When it comes to ITES staffing, a legal process outsourcing specialist works in legal documentation, patent research and related tasks. They would be familiar with tools and technologies that help with legal research and for legal transcription. Educational Qualifications: Ideal candidate would have a law degree and have preliminary knowledge on the tools that can be used. A legal process outsourcing specialist will also be keeping himself updated on the rules and regulations in the country and the state.

As per our research, the hiring demand is very high, both in the India and the world.

  India Worldwide
Job Openings ~400 ~1000
Hiring Demand Very High Very High

Top Locations Based on Job Posts

Top Locations Based on Job Posts (Worldwide) Top Locations Based on Job Posts (India)
Metro Manila Bengaluru
Bengaluru Mumbai
Mumbai Hyderabad
Hyderabad Chennai
Chennai Pune
Pune Chandigarh
Kuala Lampur Delhi
Delhi Noida

Top Job Roles Worldwide & India

Top Job Roles (Worldwide) Top Job Roles (India)
Customer Service Representatives Data scientist
Business Analysts DevOps engineer
Data Entry Operators Cybersecurity professional
Technical Support Specialists MERN stack developer
Process Executives Blockchain engineer
Human Resources Specialists Business analyst
Quality Assurance Analysts Digital marketing executive
Sales Executives Business development professional
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Top Government Initiatives

1

India BPO Promotion Scheme

The India BPO Promotion Scheme (IBPS) is a government scheme that aims to promote the IT/ITES industry and create employment opportunities in smaller cities. It is administered by the Ministry of Electronics and IT and part of Digital India Programme.

2

Northeast BPO Promotion Scheme

This is a government-sponsored program that provides financial support to the growth of ITES and BPO companies established in Northeastern part of India. Its main objective is to provide employment opportunities and to grow the ITES and BPO market in the region.

3

National Policy on Software Products 2019

The policy aims to develop India as a global software hub, driven by innovation, improved commercialization, and sustainable intellectual property (IP), leading to the development of startups and specialized skill sets, all impacting the ITES industry in a significant way.

4

MeitY Startup Hub

It brings together startups, incubators, mentors and COEs to work together to accelerate the growth of the startup ecosystem. Many of the startups in the ecosystem are ITES/BPOs, though behind SaaS, Fintech, and D2C.

5

Champion Services Sector Scheme

The Champion Services Sector Scheme (CSSS) is a Government of India programme to grow India's services sector. The scheme's goals include increasing GDP growth, creation of jobs, increasing India’s share of global service exports among others.

Our Value Proposition

As one of the top BPO recruitment services companies in India, the value we offer our clients is unmatched. Here are five reasons why.  

1

Market Intelligence

Our market intelligence is unparalleled, and we are guided by market data and insights on pay across roles and benefits offered in the industry.   

2

Effective RPO

We provide end-to-end recruitment services, beginning with sourcing to interviewing and onboarding of each candidate.

3

Strategic Recruitment

Our software assists in narrowing down candidates to a selected demographic, experience, or skill sets if required.   

4

Workforce Transformation

With a combination of guided talent acquisition, restructuring of workforces and reimagining HR activities, we help close skill gaps and increase productivity.     

5

AI-equipped

We help build a lean workforce and use hiring strategies powered by AI and today’s advanced technologies, ensuring that you stay ahead of the curve.

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