NTT DATA to double BPO workforce in India
HYDERABAD, INDIA — NTT DATA’s Business Process Outsourcing (BPO) division is gearing up to double its workforce in India to 20,000 employees within the next two years, marking a significant shift from low-skilled roles to more complex, high-skilled functions.
Rohit Puri, Group SVP of BPO at NTT DATA, revealed that automation has phased out most of the low-skilled jobs previously done in India.
“Today, the type of work that gets done in India is maybe at par with what would have got done in the US. And there’s not much differentiation that we are seeing from a productivity or quality perspective,” he stated.
He noted that the current offshore-onshore work ratio is 80-20, with the latter mainly comprised of jobs that can’t be moved offshore due to specific regulations like Medicare or Medicaid.
Over the past two years, there has been a dramatic 30% increase in high-skilled jobs in India within NTT DATA, covering areas such as high-value insurance claims and complex banking operations. He added that NTT’s employees moved from processing claims worth maybe $10,000 to handling those in the millions of dollars.
The company is also taking on intricate banking responsibilities such as anti-money laundering screenings and know-your-customer (KYC) processes, which were never previously conducted in India.
This strategic realignment not only solidifies NTT DATA’s position as a key player in India’s BPO industry but also taps into the country’s growing pool of skilled labor for more complex, high-value tasks.
