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Wages are rising by 10–15 percent as a result of skill shortage. [1] As of 2021, revenue of Indian BPO industry was estimated at US$ 38 billion. [2] Government of India has launched India BPO Promotion Scheme (IBPS) as part of Digital India initiative to encourage job creation in Tier-2 and Tier-3 cities.
A call centre is an office with the capacity to field many telephone calls for a company. [1] Types of call centre work can include customer service and telemarketing. Factors that have made India attractive as a hub of call centre work from the English-speaking world include its convenient time zone, low labour costs, and large English-speaking popu
Business Process Outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a second-party service provider. Originally, this was associated with manufacturing firms, such as Coca-Cola that outsourced large segments of its supply chain .
eClerx was founded in year 2000 [4] for providing services relating to business process management, automation and analytics to companies engaged in providing financial services, retail, communications, media & entertainment, fashion, manufacturing, travel & leisure and technology companies.
Firstsource Solutions Limited is an Indian business process management company headquartered in Mumbai, India.It is owned by RP-Sanjiv Goenka Group. [4]Firstsource provides business process management in the banking and financial services, customer services, telecom and media, and healthcare sectors.
Airline and hospitality BPO: India $5.1m 400 [54] [55] Aviation Software Development Consultancy India (ASDC) March 2004 IT services India $3.1m 180 Phoenix Global Solutions May 2004 Insurance consulting and BPO India $130m 400 [56] [57] Swedish Indian IT Resources AB (SITAR) May 2005 IT services Sweden $4.8m n/a [58] [59] Pearl Group: October 2005
The following is a list of notable call centre companies: Company Founded Employees Revenue Locations Atento: 1999 154,000 Concentrix: 1983 290,000+ US$5.3 billion (2020)
Britain's Financial Services Authority examined standards in India in April 2005 and the Banking Code Standards Board audited eight India-based call centers in 2006, handling more than a million calls per month from the UK. the examinations did not extend to Africa-based call centers staffed by workers of Indian origin.