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Two decades ago, could anyone predict that the job of a telephone operator would expand into a USD 5B+ Industry? The answer is yes, if anyone could have thought about this billion dollar idea of BPO. Today, in India alone a million BPO personnel do much more than answer telephone calls from International customers on credit card bills only. The Indian BPO industry supports the 400 odd companies to equally diverse number of industry verticals. The array of services start from the bottom of the value chain telephonically answering customer queries, data entry on credit card transactions, and sophisticated services like data analytics, equity research and processing insurance claims. The end users of these services come
from – banking, financial, insurance, retail, manufacturing, telecom, pharmaceuticals and healthcare, to name a few.
Primarily the industry can be classified into
• Contact Centre Services
• Process Outsourcing
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