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| Brief on the Association |
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The Business Process Industry Association of India (BPIAI), erstwhile the Call Center Association of India (CCAI) was set up in the year 2001 and strives to provide a forum for its members to jointly address the challenges facing the Business Process Industry (BPI) and explore the US $ 30 billion export opportunity by promoting India as the preferred BPI destination. The BPIAI endeavours to create opportunities for its members for networking through its events and conferences. It further aims to address issues concerning the entire spectrum of services rendered under outsourcing and offshoring. These include BPOs, Call Centers, Contact Centers, LPOs, KPOs and the like.
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| Aims and objectives |
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Transform India into a destination of choice for the Business Process Industry in the present  scenario on a three-phase plan - consolidate, build and grow.
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Provide a professional and responsive voice for the ever-growing Business Process Industry in India.
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Serve as a channel for resolving issues concerning the industry.
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Liaise with government and regulatory bodies with a view to remove any bottlenecks in the development of the industry.
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Prepare and evolve standards for infrastructure, human resource development and process security for the Business Process Industry.
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Facilitate online and offline networking opportunities on the international front which includes the US, UK and Australia.
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Serve as a think-tank for new ideas and technologies.
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Facilitate the exchange of ideas and strategic information to evolve solutions to manage the Business Process Industry.
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Establish unique opportunities for career advancement and networking between industry and professionals.
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| Partnership
with CII | | The Business Process Industry Association of India (BPIAI), erstwhile the Call Center Association of India (CCAI) was set up in the year 2001 and strives to provide a forum for its members to jointly address the challenges facing the Business Process Industry (BPI) and explore the US $ 30 billion export opportunity by promoting India as the preferred BPI destination. The BPIAI endeavours to create opportunities for its members for networking through its events and conferences. It further aims to address issues concerning the entire spectrum of services rendered under outsourcing and offshoring. These include BPOs, Call Centers, Contact Centers, LPOs, KPOs and the like.
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| Sample Listing of Events and Milestones under the aegis of the BPIAI (erstwhile CCAI):
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» 18 November 2006:
An open house session was held for the Call Centers and the BPO fraternity on 18 November 2006 with a view to focus upon some of the current happenings in the BPO / ITES sector. Some of the critical issues addressed and deliberated in this interaction were on the safety of Call Center / BPO employees, the safety of client's information / data and on the proposed unionization of Call Center / BPO employees.
This interaction followed the Association's Annual General Meeting, which was held on the same day at New Delhi.
» 20 July 2006:
The issue of employee security for Call Centers / BPOs was further dealt at an interaction on "Security Issues for IT / ITES Organisations in Haryana " jointly organized by the CCAI, CII and the Gurgaon Industrial Association (GIA) on 20 July 2006 at Gurgaon. The meeting, which was chaired, by the Finance Commissioner and Principal Secretary (Labour and Employment), Government of Haryana also included the Labour Commissioner and the SSP, Gurgaon.
» 9 February 2006:
A meeting was organized in the Punjab Government, in Chandigarh with a focus to understand the ITES opportunities and infrastructure available in Punjab. The was chaired by the Secretary IT, Government of Punjab.
The participants were also briefed on the two CII - CCAI initiatives ie. e-Kaliber and e-Secure, offerings tailored to the meet the requirements of the Human Resource and Data Security for the Business Process Industry at large.
» 30 December 2005:
CCAI in association with CII, the Delhi and Gurgaon Police and the Private Security Agencies drew up an action plan for employee security in a meeting organized by CII on 30 December 2005. This was further to an emergency meeting held by the CCAI with the Police, immediately after the Bangalore incident.
The emphasis was given to human security as a public private partnership effort, by synergysing the efforts of all stakeholders through a central agency like the CII and CCAI.
» 12 December 2005:
CCAI in association with CII and Secure Synergy launched "eSecure" for the Business Process Industry.
The "eSecure" product is a suite of enabling security assurance services that would be provided by CII and Call Centre Association of India in collaboration with SecureSynergy. The purpose of eSecure is to empower and facilitate call centres and BPO organisations to meet the challenges of data protection and privacy of customer information by providing 'continuous and proactive security assurance' at a very nominal, and affordable cost.
» 2 September 2005:
CCAI in association with CII and City & Guilds South Asia, launched "eKaliber".
"eKaliber" is a specialized training and certification programme for the Business Process Industry (BPI).
Keeping this in mind the programme has been initiated with an aim to build a large pool of manpower for the BPI, which would be benchmarked according to international standards. This programme would also ensure that this pool is equipped with generic as well as domain specific knowledge thereby providing enormous advantage to the industry in terms of a uniform scaled base to choose from, cost savings, predictability of success of campaigns and many more.
This program would enable the BPOs and Call Centers to cut down their recruitment and training costs by almost 50 percent. Job aspirants would have the option of testing themselves against an industry standard to benchmark their skills and identify their strengths and weaknesses.
» July 2002:
The CCAI also participated in the International Call Center Management (ICCM) Conference in Chicago. By attending this event, the CCAI got further exposure among other Call Center Association of the world.
» April 2002:
About 70 persons from the industry attended a Round Table Conference at India Habitat Center, Lodhi Road, New Delhi, organised by the CCAI. The topic was Bandwidth - Issues, controversies, Challenges and Solutions. The event generated substantial media interest. After the event, a memorandum was submitted to the Communication and IT minister, Mr. Pramod Mahajan. The memorandum received widespread coverage in general, business, and trade publications.
» March 2001:
The CCAI participated in a Call Center World exhibition held at Singapore. By participating in this event, the CCAI had established a networking relationship with similar Call Center Associations in Malaysia, Australia and Singapore.
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| BPIAI
Roadmap |
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To examine the problems of the Business Process Industry In India and represent Industry's views to the Government so as to ensure development of the Industry.
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To help prepare and evolve standards for infrastructure, human resource development and process security for the Business Process Industry in India.
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To promote linkages between Industry and Educational Institutions with a view to address the issues relating to both technical and managerial manpower for this sector.
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Promote overall retention in the Business Process Industry by offering multi-faceted industry research and benchmarking studies on "people" issues, workforce metrics, and other strategic issues.
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