10 May The Future of Business Process Outsourcing
IT enabled services (ITES) is also known as web enabled services or remote services. It covers almost all of operations that exploit information technology to enhance efficiency and productivity of an organization. “These services provide a wide range of career options that include opportunities in call centers, medical transcription, medical coding and billing, back office operations, revenue claims processing, legal databases, content development, payrolls, logistics management, GIS (Geographical Information System), HR services, web services etc”.
The call centre Industry in India is in global focus today because of its very high growth rate. The Industry has attracted the attention of major business firms on the promise of delivery at a hugely subsidized price largely due to cheap labor and a large pool of talented English speaking graduates. There have also been some controversies on the quality of manpower, lack of domestic customer care culture, and weak infrastructure. There were also internal oppositions in the USA and UK based on the fear of loss of jobs. Nevertheless, the industry saw through the resistance and is today further poised to growth as never seen before.
According to a recent Dataquest study, the following information came to light:
– BPO export sector in India was Rs 37,800 crore industry in 2006-07
– the domestic call center revenues touched Rs. 8500 crore in 2008 fiscal.
– the survey made a detailed study of the captive as well as third party call centers.
– the growth in domestic call center industry to accelerate to 65%, up from 42% the previous year.
– the domestic call center industry employed over 280,000 agents as on December 2007.
– the break of the above figure was 130,000 agents employed in captive call centers; and 150,000 employed in the outsourced industry.
– the Top 10 outsourced players employed 71,645 people.
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