Raise security bar, says BPO industry

The Indian ITeS-BPO industry has called for raising the bar on security and data privacy norms for the 'India' brand to grow in reputation.

The industry, which witnessed some unsavoury incidents in the recent past of alleged frauds from a few call centre agents, is working on tightening its security norms so as to continue to attract global clients to trust their business processes to Indian firms.

Jerry Rao, chairman, MphasiS speaking at a session on security at the ongoing NASSCOM ITeS-BPO Summit in Bangalore on Tuesday said: "There is no way we as an industry can promise total fool proof processes to our clients. What we can assure is that once a flaw is detected, how soon we can plug that and how we can keep on continuing to improve our systems and process so as to enable the industry to mature."

Giving example on how his own firm was at the centre of controversy over a few call centre agents allegedly siphoned out money from credit card consumers in the US, he said: "The Indian BPO industry is at an infancy stage and when one tends to hire 400-500 people every month, we often ignore checking the veracity of employees ."