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BPO Services: Next Growth Engine for the Developing World - by Priyanka Ghosh & Alvika Derhgawen * Page - 15 Not only should these risk exposures be evaluated and monitored across the enterprise, but their interactive or cumulative effect must also be managed on a portfolio basis. Failure to evaluate and manage outsourcing risks from an enterprise risk management perspective can lead to an accumulation of risks far greater than the risk savings offered by the outsourcing arrangement, thereby exposing key stakeholders to greater amounts of risk than they desire. 8. OVERVIEW OF INDIA'S BPO INDUSTRY Estimates from Nasscom indicate that the Indian BPO industry is growing at a pace exceeding 60%. The revenues from the Indian BPO industry have grown from around US $ 565 mn in 1999-2000 to almost US $ 2400mn in 2002-2003.The potential areas of services being offered by the BPO sector can be quite diverse -Customer Care, Finance, Human Resources, Payment Services, Administration, Knowledge Based Activities and Health Care. However India BPO is skewed towards call center activities with almost 60-70% of employment and revenues coming from that area. The present study indicates that the Indian BPO is slowly changing its mix of services to reduce its call center activities and increase transaction-processing activities. In the transaction processing space Indian BPO s are looking towards finance and accounts related activities in a major way and are even exploring supply chain and vendor management activities.
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