Career Change from BPO / ITES

01 Jun 2018

Your BPO career is dying and automation is coming, what are you going to do?

Mid-career changes from BPO/ ITES, Medical Transcription or any other career are difficult. They don’t have to be.

What looked like a great break at the end of your graduation working with a big industry name in their outsource operations/BPO be their voice support, analytics or tech support, looks perhaps less so. Across the industry, employees are dissatisfied with the lack of career growth opportunities, low compensation, and too-few perks, bonuses and benefits. What looked like fun to work different hours and with a different customer now mean lack of creativity in the job and the high degree of monotony. The working hours, designed against the natural physical rhythm of the body.

How did it come to this and what are your options?

In the 90s, advances in technology and communication send IT and services outsourcing opportunities soaring to India. Possessed of a large English speaking, educated, low-cost workforce, BPO grew at a tremendous rate. In the early 2000s, the sector grew at 40 to 50% per year and eventually came to employ more than a million workers. The contact center business (more commonly called the call center business) was especially promising because its major requirements were good English and the ability to communicate with relative fluency.

Macro factors affecting your career: Competition & Automation

In the last decade, India has lost market share to Philippines, Malaysia, China, Egypt, Brazil, Mexico, Chile, Columbia, Poland, and Ireland which are proving to be attractive locations for BPO—specifically for voice contracts. Because the India BPO industry derived a bulk of its revenue share from voice as against data and IT processes this has been a tremendous concern for those employed in these industries.

In addition to the risk to the Indian BPO industry from countries that are swiftly establishing themselves in the same market, is software automation. InsideView that offers its customers lead generation, qualification, and opportunity identification research through technology and SaaS (software as a service) acquired TrueAdvantage, which had 2500 customers and offered the same service — but manually, through a 150-member team in India. All 2500 customers were migrated to InsideView’s technology offering and the 150-member team was laid off.

Automation has a tremendous impact across IT/ITES/BPO/BPM jobs.

With machine learning, text to voice and voice to text conversions, workflow automation fewer people are required to manage a given volume of transactions, which equates to significant reductions in staff.  When this happens service desks become redundant, at the same time customer experience innovations in process quality, increased reliability, reduced error rates, and faster processing times.

Together this means service providers are much more likely to be interested in automation than people acquisition and development. Companies are more likely to compete based on the number of processes they can automate, greater throughput and volumes through software. Where, then, does this leave you?

Micro factors: Employee fatigue

The attrition rate in the industry is remarkably high — to the tune of 40 to 50%. Companies are finding it difficult to hold on to employees because employees are dissatisfied with the lack of career growth opportunities, low compensation, and too-few perks, bonuses, and benefits.

The chance to scale the corporate ladder in a BPO industry is bleak. Added to that is the lack of creativity in the job and the high degree of monotony involved in day-to-day tasks. The working hours, designed against the natural physical rhythm of the body, take a physical toll on employees even as the impact of the work itself is on an employee’s creativity and energy.

Skilled employees are opting out of BPO jobs, seeking better, higher-paying, more rewarding opportunities elsewhere. With employees leaving the industry in droves, the question that everyone still employed in or just out of a BPO is asking themselves is: what next?

A career after BPO: What can you do next?

The biggest challenge is that the range of skills acquired in a job profile like that is not really transplantable into other industries. Selling on a phone is not the same as selling high-value enterprise solutions. Contracting behind a system is not the same as managing contract management for a real enterprise. Regrettably, for an ex-BPO employee, the options are limited. You can:

  • Join an IT organization with a service desk or ITO services, since the experience relates directly to BPO
  • Join a smaller organization, in which you can showcase your skills, and in which prior experience (or the lack thereof) will be less of a problem
  • Get a skill upgrade

Of these three, naturally, the third is the most viable—and the one that offers the most promise.
If you need to change your career and find a stable job outside of the BPO industry, the first task is upskilling. Having the right certifications and training listed on your CV can help you stand out of the crowd. The foremost of these opportunities is in Technology Writing/ Technical Communication/ Technical Content.

Get a career where your experience counts

Unlike most industries, BPO experience is actually relevant to the technical writing industry.
In an industry that prides itself on communication, both written and oral, BPO experience with dealing with customers and discussing potentially technically complex tasks and processes over the phone is a significant value-add.

Given that technical writing is primarily about the documentation of products and processes, the experience that a BPO executive has with processes is yet another advantage. Also, since all BPO processes operate off of intricately designed and heavily detailed knowledge bases, there will already be a level of familiarity with key documents that technical writers typically work on.

Employment opportunities for technical writers are expected to grow by 17% by 2020 and is the one industry with little impact from automation. lists over 30,000 jobs as of today for technical writers and variations of the same profession, for a number of leading IT industries. Companies that hire technical writers include Accenture, Cisco, Wipro, NetApp, GE, Dell, HCL, Siemens, ANZ, Mphasis, and Cognizant.

A technical writer’s average salary is close to 4 lakhs p.a., which is markedly higher than the starting salary in the BPO industry, which is a mere 1.8 lakhs p.a. An added advantage is the broad range of options for either freelancing as a technical writer or working with any of the companies listed above.

Technical writing offers a clearly defined career path as well, with clear growth definitions and objectives. This growth applies across industries, since companies across the spectrum of IT, BFSI, Telecom, and more, all need technical writers for their organizations. Some common technical writer designations are: Content Analyst, Technical Author, Technical Editor, Documentation Lead, Documentation Manager, and Knowledge Architect.

The job offers tremendous variety as well, since technical writers often deal with engineering, hardware, software, medical, and scientific subjects—and need to interact with engineers, developers, scientists, doctors, and researchers to do their job effectively. As a result, technical writers often acquire specialized knowledge in a particular domain, rising to expert levels during their careers.

Finally, with a number of perks associated with the field, including work from home options, flexible timings with certain companies, technical writing is a field with a tremendous amount of promise.

So, if you’re looking for a long, rewarding stable career, that will take your further than the BPO industry ever could, take a look at technical writing—you’re unlikely to be disappointed.

Further Action

  • Read the TWB Certification FAQ on what does the job entail, the placement process, salaries and other queries you may have.
  • Look at the TWB Certifications Blog: Meet students & hear their success stories, see the major TWB announcements.
  • Get in touch with TWB through the TWB Contact page. You can get IBM, EMC, NetApp, Wipro, Infosys.. and 500+ other companies to waiting to hire you right NOW.

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