Key Operational Challenges in ITES-BPO Industry

- by Vibhor Mittal & Surya Kiran Sharma *

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Changing Business Requirements

"Never before has the future so rapidly become the past. We need to open our minds to more distant futures, both probable and possible."

- Alvin Toffler

These lines from Alvin Toffler are very relevant for the Indian BPO industry. India has been established as a leading outsourcing destination. But other countries are fast catching up the Cost and Quality advantage India has developed.

The industry itself is changing in terms of processes being outsourced and the skills required facilitating the processes. Following diagram explains the increasing complexity in the processes being outsourced.

Source: "Success Strategies for Business Process Outsourcing" by Eric Selvadurai, President - Global Operations, WNS Group, India

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* Contributed by -
Vibhor Mittal & Surya Kiran Sharma ,
2nd Year Students,
Shailesh J Mehta School of management, IIT Bombay.

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