Thread by @OldFoxHowls

#TrendSpotting!

To the best of my understanding @wnsholdings @Wipro #intelinet @TCS .. are on a downward spiral.

You can't have the cake & eat it too.

If #RPA, ML, .. are a reality, it can't be business as usual. Something must give in.

I expect BPO services to be a casualty.

Indeed, the traditional service providers like the ones listed above have been doing a marvellous job of kicking the can down the road.

Yet, @LTI_Global, @HappiestMinds are raising the bar like never before.

So, even longstanding relationships can hold fort so far & no further.

If traditional outsourcing companies continue to hold fort, it would be at their clients' expense.

No client would be okay being obliterated by competition.

So, they would be forced to up their game even if that means reining in vested interest groups & their own management. 🤣

Atleast, I find @devinamehra's following tweet particularly relevant in the context of largescale business process outsourcing projects. @latha_venkatesh @_soniashenoy

https://twitter.com/devinamehra/status/1402560142646841354?s=19

The large outsourcing companies enjoy asmuch benefit of traction(/moats) despite their services being fungible is on account of relationships they've built as vendors & the integrity they bring on the table.

However, 5g & 128-256 bit encryption would make all of it irrelevant.🤣

One can outsource business processing jobs to anyone who offers best deal.

Encryption standards would ensure, data security concerns slip to the background and become irrelevant overtime.

Infact, software products may enable outsourcing of mundane tasks directly to freelancers.

Infact, the most important moat for large BPO companies is scale, complexity(stickiness) & data security(relationship).

The products aforementioned & RPA not only overcome data security related challenges but also stickiness on account of scale & complexity.

So, it's game over.

Of-course, the sector won't vaporise overnight as the incumbents are leaning on long-term contracts, government contracts, ...

So, for starters the growth in their turnover(sales/CAGR), margins, .. would start to ebb.

However, this time it would be a real wolf(no false alarm).

For starters, one way peruse the trends in vendor management software.
1.
g2.com/categories/ven…

2.
investopedia.com/best-vendor-ma…

Subsequently, one may do a deep dive into RPA starting here.

cigen.com.au/cigenblog/tren…

Simultaneously, you may do a deep dive into cloud computing starting here.

crn.com/news/cloud/10-…

The biggest threat to @Infosys @TCS @Accenture .. is their economies of scale, brand equity, experience in handling complex projects .. becoming increasingly irrelevant & getting questioned by customers who find equally good/better alternatives under scalable plug n play model.🤣

These-days, environmental, social & governance(#ESG) scores have become a rage & have caught the fancy of activist investors.

Peesonally, I would be amazed to see the publicly held multinational companies keep their vendor management metrics opaque for too long.

#Opacity sucks!

This new development would flatten the mountain of complexity in implementing AI projects.
analyticsindiamag.com/everything-you…

In th meantime, I welcome all and sundry to share their experiences with their managers at leading technology service companies(including BPOs), expose the mediocrity & malpractices to sunlight and disinfect the sector.

There've been toomany false alarms(crying wolf incidents while there were none) in the past that no one cares for such alarms anymore.

Yet, I'm determined to do my best to #forewarn sitting ducks.

A real wolf(🦊) this time. Ignore it at your own peril.
indiatvnews.com/business/news-…

I agree, sales and marketing budget - convenient alibi for perks & privileges to clients' employees, key influencers & lobbyists(graft to many), still give a leg up(advantage) to large technology service companies.

More so, in geographies like America where lobbying,.. is legal.

Now, my citing the reality(known fact) ain't going to change anything for me in person & perhaps, not even change anything in the functioning of large corporations who've always been ingenuous in preserving & growing their business

SO, me too open to cutting a sweetheart deal.🤣

Logically, I could drive a team that drive key metrics for a large corporation or their lobbyists.

Of-course, nobody can control human behaviour.

So, all large organisations follow a consistent script and weed out or redeploy or fire nonconformist.

Large corporations suck!🤣✔️

Ironically, paying junior level employees handsomely even it's only they who contribute directly to the bottom-line seldom helps

It's only logical for them to yearn for civil liberties, better life, .. 1ce their risk appetite go up

Instead, it's best to offer less compensation.

Fortunately, DIGITIZATION has become a necessity to stay in the game

So, large companies have no option but, embark on digitization to a greater extend

Further, large technology service providers have a vested interest to persist with inefficiencies & hence, don't make the cut.

All the skill one needs to lead a team in a BPO.

Cultivates bunch of stooges.

Memorise key metrics like AHT, Customer Stisfaction, ... .

Brevity, objectivity, modulated empathy, .. ample cunning to keep the business process a money spinner, ... sucking up to your bosses, .....

It ain't any different in ITES or any service industry for that matter.

Of-course, one needn't be as skilled with verbal communication in B2B service on account of innate shortcomings of every industry.

Hwvr, C2B is unrelenting.

EOD, one must elicit a WOW from their customers.

I could be wrong.

Yet, to the best of my understanding, @TCS hasn't become a trust like most of @TataCompanies, isn't leaning on WFH 4 work-life balance, productivity gains & other such ephermal goals.

Rather, it's a cold-blooded business(b~) decision to cannibilise others' b~.

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