Recovery in volumes, shift to non-voice to lift ITeS SMEs: CRISIL Tracker

Small and medium enterprises (SMEs), which account for 20-40 per cent of the Indian IT enabled services (ITeS) sector’s revenue, have a host of positives to lean on in the current fiscal year (FY22).

The sector operates in three key segments -- customer relationship management (CRM), knowledge, and transactions.

In the last fiscal year (FY21), the Indian ITeS sector generated about ~2.7 trillion in revenue. Exports contributed some 90 per cent of this, with CRM accounting for 38 per cent. The domestic industry accounted for only about 10 per cent of revenue, with CRM accounting for a whopping 80 per