Corporations the world over recognise that non-core activities contribute to the wrong side of the P&L. The BPO market was born on this premise, and has produced some truly huge outsource contracts in the last decade. Companies asked themselves, ‘Why are we investing in capital systems and spending resources on this when we could have a specialist BPO supplier take on the process on a cost-per-task basis?'
But outsourcing isn’t just about taking call centres offshore - it’s about handing a complex process to a service supplier and gaining some added value. Indeed the offshore bubble may be about to burst in India, for example, with Gartner warning that skills shortages, cost, quality and security issues may erode as much as 45 percent of India's market share by 20072. So where will BPO find growth over the next five years?
