Nasscom plans framework for ITeS-BPO firms

In an effort to streamline and standardise various processes to enable the growth of the information technology-related services and business process outsourcing (ITeS-BPO) industry, Nasscom today announced it will shortly introduce a policy framework for 'best practices' covering human resources (HR) processes, data security, people management, physical infrastructure, ethics and whistle-blowing.

"Clients of the ITeS-BPO industry are demanding quality in all aspects of services. If the Indian ITeS-BPO industry has to continue to make a mark at the international level, the processes have to be standardised. We will shortly come out with a policy framework addressing these issues," said Nasscom President Kiran Karnik.

The policy has been designed around principles such as employee-friendly policies, safety and security of employees, code of ethics in hiring, corporate social responsibility and industry initiatives. "All the members will voluntarily adhere to the framework. We will bring out the policy in a brief format in a couple of months. The final version of the policy will take time as it has to be evaluated by an independent body," he added.

As part of the framework, Nasscom will launch an industry wide HR management guidelines. "The aim is to create a set of guidelines, which will help in attracting and retaining talent. It will also address the issue of attrition to a large extent," Genpact CEO Pramod Bhasin, who is the chairperson of the Nasscom ITES-BPO Forum, said.

He pointed out that the framework would attempt elimination of discrimination in hiring. "We want it to be a standard process where all get a fair chance. It will also include code for people changing jobs within the industry," he said.

To bridge the demand-gap supply of human resources to the ITeS-BPO industry, Nasscom was willing to partner with the government at a macro level. "At present, Nasscom has tied up with some universities and we are getting close to 1,000 industry-ready professionals. If government can extend this initiative at the national level, we will get thousands of candidates. This will also create more job opportunities," Bhasin said.