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Labor and cost concerns remain top of mind for many call centers. Having traditionally been cost centers, call centers lack leverage to invest in innovative technologies and strategies. Agent-based transactions remain the costliest channel through which to service customers. Even
with support of a new sales approach, it is hard to build a case against hypotheses and what-if scenarios. The use of self-service channels has delivered much relief, but they come with a price.

The Indian ITES-BPO Operations

Today, the Indian ITES-BPO industry is world class in Customer Satisfaction, Quality, and People Satisfaction. To sustain its growth and performance, the Indian ITES-BPO industry needs to continue its focus on Processes and People, i.e., the industry now needs to focus on people retention and efficiency improvement. Successful BPO companies understood the need to invest in quality and consistency at early stages. Six Sigma, COPC and ISO were the preferred models.

The ITES-BPO Sector is Evolving and so are the Firms...

Successful BPO organizations have gone through three phases of evolution: -

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* Contributed by -
Sameer Nagi & Harsha Rajan Israni,
Management Development Institute,
Gurgaon.