The BPO world has come a very long way over the past decade! We have seen significant change in the market, both from buyer and supplier perspectives.
Buyer requirements have evolved across the board to enhance the range of processes that they outsource and the way they structure the engagements and what they demand from a BPO partner.
Providers have evolved to keep pace with buyer interests, and in many ways have also influenced the same by creating and demonstrating capabilities that have strongly contributed to the evolution of the buyers’ thoughts.
Overall, from my perspective here is what that… Read the rest
Over the past few months, the media has brought attention to the growth of outsourced call center services in the Philippines instead of India. I spoke with Steve Barker, General Manager – AsiaPac at Sitel – which provides call center services from India and the Philippines as well as 10 other geographies – to get his take on issues associated with the growth as well as other trends in call center outsourcing.
Q: A USA Today article on January 10, 2011, says the Philippines now employs 350,000 people in outsourced call center jobs compared with 330,000 in India. And according… Read the rest
“Fear and uncertainty gripped the city” . . . “Rumors have been swirling” . . . . A great opening line like these just isn’t coming to mind today for this blog. Nevertheless, the importance of the outsourcing news items I’m blogging about shouldn’t be underestimated. Making my pulse list today are outsourcing developments we should all keep on our radar screens.
But then . . . along came IBM. Amidst countless media articles and industry surveys and reports predicting the adoption of outsourced cloud services are many that point to the inherent security risks and complexities that may slow adoption. But… Read the rest
On my list of what’s been pulsating through the outsourcing world recently are a bold move and some notable quotables. There’s also some news that begs the question: what’s wrong with this picture?
Bold Move
For the past two quarters, MphasiS, a leading Indian ITO and BPO service provider and subsidiary of HP, has been deducting 5 – 20 percent from its employees’ salaries and giving it back as “variable pay.” Employees receive the variable pay quarterly, based on performance of the employee as well as the company. It’s improving the cash flow but also notably reducing attrition.
What’s… Read the rest
Making the Pulse List today are some areas where there’s a new beat with potential wide ramifications for the outsourcing world. The outcomes of these trailblazing activites remains to be seen, but players are plotting new courses throughout the world.
(1) Germany. A report from PricewaterhouseCoopers and NASSCOM (India’s National Association of Software and Services Companies) focuses on business-growth opportunities for India’s outsourcing service providers in Germanic countries. Nearly all of the companies in these nations are small or midsize businesses. Most have a severe shortage of IT and engineering talent, and many are among the early adopters of outsourcing. However, they prefer nearshore rather than offshore providers. India’s outsourcing providers with… Read the rest
Surfing the net a couple of days ago to stay on top of industry news as it happens, four articles caught my eye and took me off auto-pilot long enough to read every word.
The article in Gulf Times, a Qatar newspaper, began with this statement made by Azim Premji, the renowned Indian entrepreneur and chairman of Wipro:
“India is far from where it needs to be …. Country after country is stepping ahead.”
It seems to me that for a long time the media has treated the words “India” and “outsourcing” almost as though they were synonymous. That… Read the rest
Recent Comments
“Thanks for Informative and interesting ”
“Hi, I'm here for the first time and I'd say "Thank you" for this article. At last someone launched a text ...”
“Everything in life has pros and cons. While technology is great and provided us many great things, it is ...”
“Microsoft is a great example of a company to study that has had some great relationships and some horrible relationships. ...”
“Great article, wish I could have attended the SHRM Conference. Thanks for sharing this outline, invaluable. ”
“State Street Corporation has just begun their IT transformation which included the outsourcing of the entire IT department to IBM ...”
“I much prefer informative articles like this to that high brow literature. ”
“I'm surprised it took this long to realize the upcoming change. We've been outsourcing functions at a fixed cost for ...”