BPM Sector Evolves: Non-Voice, KPO, and Emerging Tech Roles Take the Lead – 74% of the total open jobs are roles in Non-voice, KPO and Emerging Tech; Voice roles are down to 26%….

*BPM Sector Evolves: Non-Voice, KPO, and Emerging Tech Roles Take the Lead
– 74% of the total open jobs are roles in Non-voice, KPO and Emerging Tech; Voice roles are down to 26%*
*- Attrition is highest in the Voice-based roles (30-35%), driven by limited career growth and rigid schedules.*

News stardom : New Delhi, 18th July 2025: India’s Business Process Management (BPM) sector is undergoing a profound transformation, according to the latest comprehensive research report released today by CIEL HR, one of India’s leading HR solutions providers. The report highlights a significant evolution in job profiles, geographical distribution, and talent strategies across the industry.

Voice-based roles in the BPM sector are steadily declining, now making up just 26% of active job openings. Hiring is increasingly focused on Non-Voice, KPO, and Emerging Technology roles, which together account for 74% of current opportunities. The Emerging Tech segment is experiencing exponential growth, with related roles nearly doubling year-over-year. This transition is being driven by rapid digital transformation across sectors like BFSI, healthcare, and retail, which is fueling demand for BPM services powered by analytics, AI, and automation.

This shift in hiring patterns is also reflected in attrition trends across the BPM sector. Voice-based roles are experiencing the highest attrition, ranging from 30–35%, largely due to non-standard shift patterns, rigid schedules, and limited career growth, with average tenures lasting just 8–10 months. These roles are typically filled by younger professionals aged 20–24, who often view them as short-term opportunities.

Commenting on this study, Mr Aditya Narayan Mishra, Managing Director & CEO, CIEL HR, said, “India’s BPM industry is undergoing its most defining shift in decades, one that is moving the sector from a cost-efficient voice model to a capability-led one. Traditional roles are losing relevance, and the next wave of growth will be led by professionals who continuously invest in upgrading their capabilities. As this sector continues to evolve, organisations that can effectively leverage the expanding talent pools in Tier-II cities while adapting to the changing role mix will be best positioned for success.”

Tier-II Cities Emerge as Strategic Talent Hubs

One of the most compelling trends identified in the report is the strategic shift of operations from Tier-I to Tier-II cities, with Jaipur, Mysuru, and Coimbatore emerging as significant talent hubs.

Tier-II cities are steadily gaining market share, particularly in digital-enabled roles. Mysuru has established itself as a prominent center for Emerging Technologies, positioning itself as a Gen-AI cluster. Jaipur demonstrates particular strength in Voice and Non-Voice roles, while Coimbatore exhibits balanced capabilities across all categories.

Other Tier-II cities are also carving out specialised niches. Kochi has surpassed Mysuru in analytics density, while Bhubaneswar is gaining ground in KPO (21%).

Other Highlights from the study
● Bengaluru maintains leadership in Voice, Non-Voice, and KPO segments, but ceded share in Emerging-Tech to Hyderabad
● Gender disparity increases with technical complexity and specialisation, with female representation lowest in Emerging Tech (23%) and highest in Voice (38%)
● Emerging Tech shows the lowest entry-level composition (20%), indicating the specialised nature of these roles and higher experience requirements
● Growth forecasts for 2025 show a clear trend toward hiring more experienced professionals across all job families, with the highest growth rates in senior and leadership bands
● KPO leadership roles (13+ years) show the strongest projected growth (+15%), indicating investment in senior professionals
CIEL Works by CIEL HR Services is talent trends research that outlines insights from an in-depth analysis of hiring and recruitment trends across sectors. The report draws insights from proprietary talent intelligence tools and datasets focused on the BPO/KPO sector in India. Job trends in this report are based on the analysis of active job postings collected over the last 6 months from job portals, professional networking platforms, and company career pages.

About CIEL HR
CIEL HR is India’s only company offering a complete suite of tech-driven HR solutions, covering the entire employee lifecycle. With 82 offices across 37 locations and more than 1360 employees, CIEL has served 5000+ companies as of March 2025.

Our HR Services
● Exec Search, Selection, RPO, Value Staffing, NAPS & NATS by CIEL HR, Aargee Staffing
● Professional IT & Engineering Staffing by CIEL Technologies
● HR Advisory by Ma Foi Strategic Consultants, People Metrics
● HR Managed Services (payroll/compliance) by Ma Foi Strategic Consultants
● Skilling by CIEL Skills & Careers
● Background Verification by Vibrant Screen

Our HR Tech Platforms
● Talent Assessment & Development by Jombay, Thomas Assessments
● Talent Engagement by Jombay
● HRMS by HfactoR
● Learning Solutions by Courseplay
● Statutory Compliance by eZYCOMP
● Fresher Upskilling by ProSculpt
● Automated Background Verification by Vibrant Screen