India wins back some voice- based BPO services from Philippines

[cobra commando]

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

 

[Eastman]

North Eastern expcet Assam can speak better natrual accent English too, plus cost of living can be very low in those parts too, example Shillong.

 

[anupamsurey]

they report it as if rest of the world doesnt speak english with accent, technically every one who is not a British has an accent, the only solution is to train these fellows in some sort of speaking skills

 

[ninja85]

there are plenty of states in india which are not explored for this kind of or new business where cheap labor is available but for that these states must be connected to main system with at least basic or full infrastructure is available if india is progressing this much say about on 6 - 7 states what will be progress with all states participating but of course for that this caste based corrupt politicians regional parties should be closed forever.

 

[saad800]

It is the great news for India.