“The world has moved away from looking at outsourcing to places like India just as a cost arbitrage. The focus is now on transformational work, helping clients not just save costs but also increasing efficiency,” Convergys Senior Vice President (Customer Management) Nancy Pryor told PTI.
She added that while there is competition from other nations like Philippines and Vietnam, India still has a lot of factors working in its favour.
“India has a large pool of talented workforce who also have a good understanding of technology as well. They can easily deal with the requirements from clients across the US, Europe and Australia, which also happens in case of other locations, but India still has an edge,” Pryor said.
However, a lot of BPO players are now expanding to small Indian towns and hiring less expensive workers, while adding centres in other countries as well to make most of the opportunity.
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