It was Business Process Outsourcing (BPO) that set the outsourcing ball rolling in the early 1990s when manufacturing giants like Coca Cola first began to outsource large segments of their supply chain, followed by British Airways, American Express, Swissair and GE.
56% of the world’s BPO services are outsourced to India, and 70% of the revenue of the Indian BPO industry comes from contact centers. Such a wide variety of BPO service advantages can be enjoyed only in India and not in other countries. Indian BPO companies provide inbound and outbound call center services on a 24/7 basis and address customer queries and resolve issues through phone calls, e-mails, and chats. Additionally, BPO technical support services also include installation, running, maintenance and troubleshooting of computer hardware, software, and peripherals.
In the last 15 years or so, the BPO sector has evolved rapidly. It has expanded its verticals, geographic reach, and attracted new customers. Amidst this development, India has cemented her position as the most favored global outsourcing destination. A research by NASSCOM has revealed that its unique geographic location, 24×7 services, quality orientation, and investor-friendly tax environment have made India a popular destination for the BPO industry. Though other BPO-friendly locations like Philippines and China have emerged, they haven’t been able to dislodge India from its numero uno position.