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.
