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BPO Conference 2009: Conference Rationale

As the financial tsunami hits worldwide markets, banks & financial services organizations are reeling from the effects as are other business sectors. Outsourcing could play an important role in driving operational efficiency in lean times.

The 2 sectors that are traditional customers for BPO are Financial Services (Banking/Insurance) and the Telecom sectors both of which are fairly well-developed and well established in Pakistan. In the Telecom market, as the market saturates we have already seen the growth stop. Survival will depend upon better customer service and quality. There will be increasing pressure to reduce operational costs.

Outsourcing customer service and back-office processes would therefore make perfect sense. Currently the mobile telecom sector alone employs approximately 6,000-8,000 personnel in the customer service, back-office processing and related areas that could be potentially outsourced.

The Financial services sector is on a similar footing and is also facing increasing pressure on the cost side. The level of understanding of outsourcing in the Financial Services sector is not as advanced as that prevalent in the mobile Telecom sector.

However, some banks have started to outsource certain functions and processes. More awareness needs to be created on the benefits of outsourcing.

The BPO Conference will stimulate a discussion on the benefits of Outsourcing the back-office and customer service areas as well as Help Desks and other services which do not essentially need to be done in-house.

The event is being produced by CIO Pakistan for P@SHA and PSEB.

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