BPO Voice: Business Process Outsourcing, Call Center Outsourcing

Call Center Services, Outsourcing Services, Outsourcing Projects

Featured Blog Posts (472)

Is First Call Resolution More Important Metric Than Average Handling Time!

Every call center thrives on few performance metrics and unless they deliver on those, their success remains a far fetched dream. What is more important to understand is – not all performance metrics are same. Some are more important than others.


Today we will discuss two main metric. First call resolution and average handling time. First call resolution is all about resolving customer’s query in the every first call so that a call center doesn’t receive unnecessary high…


Added by Amit Saxena on February 26, 2013 at 11:00am — 3 Comments

Why Should You Outsource To China Despite Of Growing Evidence Of Its Cyber Espionage?

In the wake of rising cyber attacks from china, would the western companies continue to trust it for outsourcing their services? This question has been asked in a leading UK magazine – Computer world

China's IT and business process outsourcing (BPO) market today is in the range of $4 billion to $5 billion which is almost half of the business generated by just one of…


Added by Posco on February 25, 2013 at 10:00am — 1 Comment

Why Social Media Matters to the BPO industry?

The Indian success story in tapping the outsourcing boom has caused many heartburns. Many protectionists have been up in arms against outsourcing as a matter of fact, the last US election had many passionate speeches in favor and against outsourcing. Having said that Outsourcing industry is synonymous with bringing economic and social benefits to countries where it flourished. In countries such as India the industry has delivered tangible benefits to tier 2 and tier 3 cities by providing…


Added by Amit Saxena on February 18, 2013 at 11:09pm — No Comments

India Inc Eyeing European Companies For Next Phase of Growth

European economy is in shambles except for the IT sectors , which reported an upswing, touching a record $152 billion in revenues last year. DNA India reported that “Indian software firms notched their highest-ever revenues from the continent last year as the companies there outsourced more to cut costs. …


Added by Amit Saxena on February 18, 2013 at 12:00pm — No Comments

Is Manila Outshining New Delhi in IT outsourcing?

According to a latest news report, Philippines is strengthening its position as a leading alternative IT outsourcing destination.

The report said, Manila moved to third place behind Bangalore and Mumbai on the list, replacing Delhi and breaking India’s monopoly of the top three spots. Furthermore, another Philippine municipality, Cebu City climbed one place to number eight on the list while five of the country’s other centers made it into the top 100.…


Added by BPO Voice on February 14, 2013 at 9:20am — No Comments

TOP 5 Rules To Follow While Using Social Media In Your Office!

Social media is a double edge sword and many a times gets too hot to handle. Many folks often compare its usage as riding a tiger without knowing how to get off. Social media offers amazing ways to connect with like minded individuals and when it comes to use it in your organization here are few rules to follow.…


Added by Posco on February 9, 2013 at 7:16pm — No Comments

Is Obama out to End Outsourcing?

The presidential election is a month behind us, and along with the relief of not having to deal with the 24/7 news coverage anymore, many have been left with a lingering feeling that Obama is out to end outsourcing and that now is the time to keep operations in house until things are more definite. Unfortunately, the reality of Obama’s stance on outsourcing…


Added by Andi on December 17, 2012 at 4:30am — No Comments

Outsourcing Industry Hoots for Mitt Romney as US President: BPO Voice Poll

Mitt Romney has appeared as a preferred choice as USA President of the outsourcing industry in an opinion poll conducted by BPOVoice an online community of the outsourcing professionals. The poll was conducted online. In total 341 people participated in this online poll. Most of the respondents were from the age group 30-40, majority of them were from Asia especially from the middle management.


The key findings were

  • Majority of the…

Added by BPO Voice on November 5, 2012 at 12:00am — No Comments

Obama cannot stop IT outsourcing - Phaneesh Murthy, CEO, iGATE

In a recent conversation with rediff.com, Phaneesh Murthy, CEO, iGATE BPO talked about the prevailing weak world economy, the US presidential elections, and outsourcing. Below is an excerpt.


In the last four years, how much has Obama's policies affected a company like yours, whose 80 per cent of the market is in the US?


He had many big and pressing problems in his current term. He, therefore, did not go after…


Added by Pooja Sharma on October 26, 2012 at 8:17pm — No Comments

Outsourcing is About Getting a Job Done Better, Faster and Cheaper !

More and More industry professionals are contributing to "“My Single Biggest Reason Why Outsourcing Shouldn't Be Opposed”. In case you haven’t shared your reason, do it now. Below is another compelling argument for why outsourcing shouldn't be opposed.


"Outsourcing - is not about moving jobs from a country A to country B is about getting the work done in a location that has the skills and expertise and due to economies of scale and skills is able to do…


Added by Amit Saxena on October 11, 2012 at 11:30am — 1 Comment

Outsourcing Is The Result Of Fiscal Imbalance And Can Not Be Reversed!

More responses are pouring in for “My Single Biggest Reason Why Outsourcing Shouldn't Be Opposed”. In case you haven’t listed your reason, do it now. Below are the compelling arguments for why outsourcing shouldn't be opposed.


"The real crux of the matter stems from two (2) fundamental root causes; efficiency gains produced by automation going back to the late 1960s/early 1970s and the lack of due care exercised by Western buyer…


Added by Amit Saxena on October 9, 2012 at 10:30am — No Comments

To Hike or Not To Hike - Salaries @ Infosys ?

Infosys is facing a strange dilemma these days. Newspaper reports keep on spreading rumors that they are mulling a wage hike whereas the company keep on denying this, that there is no such thing on the cards. The employees are vary and so are all the stakeholders. The company recently overhauled its client engagement strategy by dedicating senior executives to watch over each of its top customers. The top 50 clients, who together account for half of Infosys' $7-billion (…


Added by Pratima on October 4, 2012 at 2:30pm — No Comments

Outsourcing isn’t about swapping labor; it’s about creating an ecosystem!

In response to “My Single Biggest Reason Why Outsourcing Shouldn't Be Opposed” we have received some really insightful responses. In case you haven’t listed your reason, do it now. Below are the compelling arguments for why outsourcing shouldn't be opposed.


"There is a notion, somewhat factual, that the business case for offshore outsourcing has eroded due to the reduction of differential in labor rates between onshore and offshore. That is the single biggest reason for…


Added by Amit Saxena on October 2, 2012 at 12:30pm — No Comments

Why Outsourcing makes good business sense & can even help end recession once and for all!

In support of our ongoing campaign, From No Outsourcing to Know Outsourcing our friends at Software-Russia have published a compelling piece in support of why outsourcing makes a strong business sense. Below is the text of their argument on why politics shouldn’t interfere in business practices and why outsourcing will continue to have its way.


With outsourcing a hot political topic during the current run-up to the US elections in November, it’s worth…


Added by BPO Voice on September 27, 2012 at 8:30am — No Comments

Cloud Computing Not Obama is the Real Threat to Outsourcing!

Austerity is a fact of life for IT managers everywhere. No longer is it just a matter of doing more with less; organizations are increasingly seeking growth through innovation, and cost cutting in isolation is a game of diminishing returns. In this environment, we’re seeing a move to Smartsourcing. 

Cloud computing and the growth in flexible, rich services have transformed the concept of outsourcing, sparking an evolution in the…


Added by BPO Voice on September 26, 2012 at 9:00am — No Comments

You Cannot Unscramble An Egg - My Single Biggest Reason Why Outsourcing Shouldn’t be Opposed

In response to our ongoing opinion poll " why outsourcing shouldn't be opposed", Martin Conboy, President, Australian Business Process Outsourcing Association, responded in a gritty Australian fashion. The message he conveyed is, just like you can't unscramble an egg, there is no point opposing outsourcing, in any justifiable manner! Below is the full text of his spirited argument.

"Although such decisions (outsourcing) may be variously explained in terms of…


Added by Amit Saxena on September 24, 2012 at 12:30pm — No Comments

Despite the backlash, Indian BPOs going strong!

Politics is one thing and business is another. Indian BPO are busy sending a message to US politicians that, they can certainly play to the gallery due to their electoral compulsions, however, the business over here, will continue as usual.


WNS (Holdings) Limited one of the leading provider of global Business Process Outsourcing (BPO) services, just announced its collaboration with Concur, a leading provider of integrated travel and…


Added by Posco on September 18, 2012 at 10:30am — No Comments

Anti outsourcing sentiment: More on hype, Low on substance

An average american thinks that outsourcing is all about handling phone calls for technical support and chasing people with outstanding credit card payments. The fact of the matter is this a highly flawed notion. the business process outsourcing industry in india is $16 billion business (as per nasscom) and is growing in all the imaginable segments from a low end customer support job to high end research project. BPO in itself is a very small part of outsourcing. It expands to ITO (IT…


Added by Pooja Sharma on September 12, 2012 at 9:30am — No Comments

Most Of The Employees Are Dissatisfied With Their Employer’s Leadership Style!

Kelly Outsourcing & Consulting Group which deals in RPO, HR consulting released its latest study on Leadership Disconnect. The overall findings are quite thought provoking. Majority of the participants responded that they desire and prefer a democratic leadership though what they receive it authoritative. Less than half said that they feel inspired by their mangers whereas a sizable 38% said they did not believe in their employer’s mission or purpose and care least about…


Added by Amit Saxena on September 10, 2012 at 9:00am — No Comments

Is Barack Obama an economic patriot and Mitt Romney an outsourcing pioneer?

The scathing attack of Ohio governor Ted Strickland’s on Mitt romney set the tone of this electoral battle will take place in the next few months. Strickland thundered, “ To Romney all profits are created equal, whether made on our shores or off,” adding that the GOP nominee has “so little economic patriotism that even his money needs a passport…” The basis of of these accusation is Bain Capital (co founded by Mitt Romney), which invested in plenty of companies that offshored…


Added by Pratima on September 6, 2012 at 9:30am — No Comments

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