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The evolution of Indian BPO industry How the Indian BPO scene have changed all over the days. From beingness a call center centric industry, the Indian BPO scene now covers a wide range of services, mostly voiceless. In 1999, when the BPO boom had just taken mangle, voice-related services contributed to 85 per cent of the Indian BPO industrys share of business. Seven years down the line, voice accounts for just 35 per cent. Sunil Mehta, vice-president, Nasscom, the industry automobile trunk for Indian IT and BPO companies, says The services have moved from voice to non-voice exchangeable automotive design, insurance claim processes, mortgage loans and so on. When BPOs started off in the 1990s, Indian BPOs offered m whatever young graduates their first mesh letter. These fresh-out-of-college employees (called agents) were expected to call customers in the US or any European country to chase payments of credit card defaulters. Otherwise, they received calls for troubleshooting --- issues ranged from PCs to Internet and travel services. The primary promise of BPOs was to offer bankable services at lower costs But this cheap advantage did not remain for long.

As much and more Indian BPOs emerged, they started pitching in the same geographies (the US, the UK, Australia and so on) on the same lower price promise. The low-cost proposition was degenerating into a zero-sum game. For instance, previously, overseas clients required BPOs to replicate their in-house processes offshore. A set of SLAs (service train agreements) were defined and BPOs were expected to deliver them. A typical SLA would entangle parameters like call handling time, percentage resolution of complaints and so on. Clients expect best practices in process management and optimization not just for the offshored processes, but also for their own native operations, says Mukerji and adds, the progression curve of the BPO business is not about being a consultant. Its about business... If you want to get a well(p) essay, order it on our website: Orderessay

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