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NASSCOM studies pinpoint the following factors as the major reasons behind India's success in this industry.

1. Abundant, skilled, English-speaking manpower, which is being harnessed even by ITES hubs such as Singapore and Ireland
2. High-end telecom and infrastructure which is at par with global standards
3. Strong quality orientation among players and their focus on measuring and monitoring quality targets
4. Fast turnaround times and the ability to offer 24x7 services based on the country's unique geographic location that allows for leveraging time zone differences
5. Proactive and positive policy environment which encourages ITES/BPO investments and simplifies rules and procedures
6. A friendly tax structure, which places the ITES/BPO industry on par with IT services companies.

Surveys of the Indian ITES/BPO industry have shown the following trends:

1. Customer care: Customer care and support services will continue to lead in terms of revenue generation.
2. Finance: With the financial services segment moving into value added domains like insurance claims processing, financial management services and equity research, this segment is expected to clock the highest growth.
3. HR services: HR services are also expected to grow in the future.
4. Payment services: This segment has also been identified as a high growth area within the industry, and is expected to generate high revenues.
5. Administration: Revenues from the administration services segment are expected to increase in the future.
6. Content development: The content development services segment which includes engineering and design services, digitization (GIS), animation, network management and biotech research, is expected clock a large turnover in the future.