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MUMBAI: India is winning back some voice-based BPO services from the Philippines, as the small southeast Asian country grapples with high attrition and the advent of multi-channel customer service offerings. Voice call centres, which handle customer service, telephonic sales and collections, were the start of the BPO boom in India in the nineties. But the country lost a large chunk of that business to the Philippines over the past seven or eight years due to the closer cultural affinity and a natural American accent found there. Last year, the Associated Chambers of Commerce and Industry in India estimated that the country had lost over 50 per cent of the international voice centre business to the Philippines. The BPO market in the United States is expected to grow at 4.3 per cent CAGR, reaching $97.3 billion in 2017, according to research firm IDC. But that may be changing as the Philippines grapples with rising attrition levels and wage costs and a large concentration of clients being served out of a very small region, leading to business risks. "India has always been a large delivery centre with size and the ability to scale and we are seeing the pendulum starting to swing back to India," TJ Singh, vice- president at consultancy firm Gartner told ET. Business process outsourcing companies also point out that Indian employees are better at jobs that require some aspect of sales, as clients look to convert their call centres from purely a cost centre to a unit that could also drive some revenue for them.
Read more here:
India wins back some voice-based BPO services from Philippines - The Economic Times
Read more here:
India wins back some voice-based BPO services from Philippines - The Economic Times