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Go4customer Blog

ITES BPO Industry In India Sourcing Trends


In this volatile business environment, ITES-BPO sector has continued to display resilience. To overcome uncertainty and fluctuations in customer demands, the call center industry in India is continuously evolving to stay ahead of competition. A paradigm shift is observed in the firms to strengthen their relations with the upstream suppliers, develop new channels, and establish better associations with clients and other strategic partners.

The outsource call center India has embarked on an intensive and focused path of transformation due to:

1. Enthralling Vertical Market Policies: The companies are increasingly designing policies to easily comprehend customer requirements across the entire supply chain vertical. Hence, there is a need for developing collaborative relations with the service providers, sharing company vision.

2. Redesigning Internal Business Operations: Disruptive technologies, including cloud, social analytics, mobility, and big data analytics are significantly impacting service providers as they are using these technologies for their internal business operations. Hence, companies are focusing on developing comprehensive solutions for their customers.

3. Flexibility in Portfolios: Most of the companies aim at bringing their products/services quickly to the market. Call center from India are working on establishing global partnerships in order to improve their portfolio and become a digitized industry.

Consequently, companies are increasingly emphasizing on following cost-effective business models to grow stronger and drive their synergies in a better way.

4. Global Outsourcing Trends

The outsourcing market, across the globe, has recorded a strong growth. This is driven by a large number of contracting activities, observed in small and medium size businesses. SMBs aim at reserving their cash flows while trying new business models. This is coupled with a strong growth witnessed in the EMEA region. More and more businesses are outsourcing their backend services to offshore locations, mainly to Tier III and Tier II cities, where resources are available in abundance.

A study conducted by Ernst & Young suggests that India is pegged at about 37% of the outsourcing market worldwide. Moreover, the industry experts predict that the $21 billion industry is anticipated to rise by 16% for 2014-15 financial year, due to unparalleled transformational services provided by the service providers.

To conclude, the changing business trends of business process outsourcing in India have established strong relationship between service provider and the company. By outsourcing their backend services, companies have reduced their overhead costs and generated better revenues by optimizing their business.

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