D Swaminathan, chief executive and managing director of Infosys BPO, said he expects operating margins of 20 to 22 percent in fiscal 2012.
The company will also hire 8,000 staff, he said on the sidelines of a conference, adding that he expects attrition to stabilize to 25-30 per cent in the next fiscal.
India, which was the pioneer of the BPO revolution two decades ago, still dominates the industry with round 40 per cent of the offshore BPO market. Nasscom estimates that Indian BPO exports will grow by 14 per cent to reach $14.1 billion this fiscal. However, the Philippines today leads in the voice segment.
The domestic BPO segment is seen to grow by 16.9 per cent in FY 2011 to reach Rs 127 billion. Driven by higher IT needs in banks, telecom, education, healthcare and public sector, domestic IT demand is likely to grow almost three times faster than the global IT demand.
While global IT spend is expected to grow at 5.5- 6 % in FY 2011, the domestic spend is likely to grow at 15- 16 per cent during FY 2011 as against FY 2010.