When will the BPO myths die?
The BPO industry is a parking lot. I will work there for 6 months till I get a better job.
I am not sure that this is the right job for me because I may not grow.
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Category: BPO Careers Author: Bharathwaj V
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Integrated Outsourcing - Myth or Reality?
The current debate around integrated outsourcing has clearly polarized the industry into “For” & “Against” groups. Those in favor argue that integrated services not just save clients money, but also drive Service Level improvements and improve productivity. Especially, where networks, applications, systems and devices play a significant role in the enhancement and transformation of customer service and delivery, it would make better sense to have a single service provider who can see both paradigms. The key here is 360 degree visibility that empowers the service provider to design innovative technology solutions for business process transformation. So, a banking & financial services company could ask its service provider to integrate its various branches in the country and also outsource its customer care services to the same service provider.
Sounds too simple? Here are two key challenges that I think will impact a successful integrated model in the long run:
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Category: Offshore Outsourcing Author: Azra Fathima
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Looking Beyond the "India Sustainable" Debate
The phenomenal success story of off-shore outsourcing to India was scripted on the core advantage of labor arbitrage that the country offered. Today, the very reason for this success is under evaluation. Debates related to this are inevitably around the 15-20% wage inflation in off shore locations like India . “Is outsourcig to India Sustainable?” “How long will India 's off-shore advantage last?” “Is the wage gap closing between the developed and developing nations?” “When will it stop making economic sense to off-shore outsource?” - are some of the frequently asked questions.
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Category: Offshore Outsourcing Author: Bharathwaj V
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Education - Transforming the BPO image
First came the attraction of fat pay packets and then came along a cool lifestyle to match. Young 20-somethings began to ride the heady wave that took them alongside a new shore every now and then. Most BPOs seemed to have identified "strong anchoring" as the key to stem attrition.
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Category: Industry Focus Author: S. Nagarajan
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What next in customer experience management?
When off-shore outsourcing began, the outsourcer's biggest focus was cost-saving. So businesses outsourced their non-core activities and sat back to watch their processes being taken care of in off-shore destinations, while they saved phenomenal costs. Thus, BPO 1.0 or the "lift and shift" generation was all about identifying low-cost locations and shifting the non-core processes. When the cost-saving demand was fulfilled, buyers started benchmarking different centers on the basis of operational metrics and operational performance across specific business processes. Customer expectations moved towards quality and productivity improvement, heralding the reality that we know today as BPO 2.0.
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Category: CEM Author: Bharathwaj V
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Risk Taking: Stepping Out Of The Comfort Zone
Progress always involves risk. Progressive thinking is basically a combination of the ability to evaluate and anticipate risk and the courage to take an action based on one’s analysis. Over the years I have learnt that taking chances is the key to business and self development. Those averse to it inhibit growth of any kind.
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Category: Offshore Outsourcing Author: S. Nagarajan
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Value creation through specialization
From a customer's perspective value includes direct or indirect impact on the business like revenue & profitability. High end initiatives like redesigning underlying processes, customer data mining, statutory reporting and inbound sales The value chain is an ecosystem of several factors like knowledge, Market forces, skills, criticality, Impact, and time.
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Category: Offshore Outsourcing Author: PV Kannan
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Security and the Indian BPO Industry
Security has created more than its fair share of buzz in the Indian BPO industry this year. First there was a fraud at a Pune call centre, then there was an international sting operation that was aimed at the Indian BPO industry. These incidents definitely called for swift actions, which have already been executed by the Indian judicial system and policy makers. But for those still in a frenzy it is time to settle down and analyze the situation rationally.
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Category: Offshore Outsourcing Author: S. Nagarajan
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BPO Myths
BPO (Business Process Outsourcing) has been the latest mantra in India today. In order to meet the growing international demand for lucrative, customer-interaction centers, many organizations worldwide are outsourcing these services to locations like India. India has inherent strengths, which have made it a major success as an outsourcing destination. A vast workforce of educated, English speaking, tech-savvy personnel who are a boon in a high-growth industry faced with a shortage of skilled workers. A BPO career is today the most debated topic by the younger generation. One cannot avoid the ripples created by it. There are many perceptions and misconceptions about the BPO industry and, especially, the international voice-based call center industry. While many of the perceptions are true, there are a lot of myths as well that have little connection to actual ground realities. This article attempts to bring to light some "ground realities".
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Category: BPO Careers Author: S. Nagarajan
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Looking for the right career choice?
The BPO industry is here to stay. And India is firmly entrenched as a key player in this revolution. Today this industry generates revenues in excess of 100 billion dollars for the western economy. BPO companies handle business processes of leading global companies – serving as an extension of these global brands. Most of these global 1000 companies have already outsourced business processes and are actively looking at outsourcing more processes to India. In short, India is firmly on the outsourcing map of these large global conglomerates. It is no longer a question of why India – but more one of how to get to India.
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Category: BPO Careers Author: S. Nagarajan
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