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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
As of 2012, around 2.8 million people work in outsourcing sector. [1] Annual revenues are around $11 billion, [1] around 1% of GDP. Around 2.5 million people graduate in India every year. Wages are rising by 10–15 percent as a result of skill shortage. [1] As of 2021, revenue of Indian BPO industry was estimated at US$ 38 billion. [2]
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.
CBD Belapur is home to several call centres, including ChoiceConnex, Wipro BPO, Kaizen and SilkRoot. Belapur also has a Corporate office of India's leading staffing company Calibehr Business Support Service Pvt Ltd. ChoiceConnex specialises in out-bound sales for US, Australia and UAE and has started domestic operations as well.
WNS Global Services was established in 1996 as a carve-out of British Airways captive process and back-office activities. In 2002, Warburg Pincus acquired a majority stake, following which WNS became an independent entity. [8]
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
Convergys call center in Baguio, the Philippines (example of a third party outsourcing firm) One estimate of the worldwide BPO market from the BPO Services Global Industry Almanac 2017, puts the size of the industry in 2016 at about US$140 billion. [29] India, China and the Philippines are major powerhouses in the industry.
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.