The Indian BPO services market grew by 7.3 percent year-on-year in 2009 due primarily to the global recession and resulting price and volume pressures. The market is on track to reach $1.2 billion by 2011 and $1.8 billion by 2013, according to Gartner.

“In the short term, market trends such as changing demographics and affluence levels, consumption of value-based services, increasing focus on service quality and the continued momentum of mergers and acquisitions (M&As) bear watching, as their impact is certain to influence shifts in buyer needs and behaviour,” said T.J. Singh, research director at Gartner.