Indian BPOs lose ‘voice’ to Philippines

For about a decade, it was an image that best captured India’s growing links with the global economy. The image of young men and women hunched over desks sporting headsets and speaking into microphones, answering customer queries on credit cards to insurance policies and collections to telemarketing, captured India’s call centre boom.

It defined India as the “world’s back office”, much like neighbouring China, which has been immortalised as the “world’s factory”. But that may be changing.

The Philippines is fast upstaging India’s back office supremacy, with BPO service providers and customers seeming to favour the Pacific Ocean nation as a better place for “voice-related” work, the mainstay of the global outsourcing business.

source: http://economictimes.indiatimes.com/infotech/ites/Indian-BPOs-lose-...