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:
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.
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.
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.
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.
