The Recovery Story of BPO

The Recovery Story of BPO

The Recovery Story of BPO

The recovery story of the business process outsourcing sector is one of inspiration, dedication and sheer hard work. The recession that has dented into the profit margins of almost every single industry couldn't do much of damage to the BPO industry in the third world countries. The primary reason for this is the cost effectiveness. On one hand there was a spurt of telemarketing projects for the offshore call centers and on the other hand, the projects were drying up in the domestic units based in USA and UK. The projects were outsourced because it was cheaper to get work done outside the country. Call center services were not working out for cash-strapped companies based in USA and Europe.

The BPO sector of the third world countries began to recover from the recession way before their domestic counterparts in USA did. Fuelled by projects coming in from USA and Europe, there was a sharp rise in the volume of telemarketing work that they were doing. The profit margins were high as well. These offshore destinations had a lot to offer in terms of low-cost BPO service. The recession taught them an important lesson: they were more concerned about the quality of work. They knew that once the recession was over, it will be the quality of work that will count. And true to their speculation, business firms are now thinking about the standards of telemarketing services before they outsource the work. That is how they could get work as soon as the cash inflow started to happen.

The business firms in the USA and Europe were waiting for the recession to tide over. When it did happen, they brought some projects that were pushed back because of financial reasons. Suddenly they had the money to hire call centers for their business. But they were not cash-rich enough to hire the expensive customer service of the first world countries. The cost cushion that offshore BPO units offered was what the business firms were looking for. They had strict ideas about how much they want to spend for telemarketing and lead generation. They couldn't be over-enthusiastic about the spending because they needed money for other expenditures. Even keeping an office space was expensive enough, not to mention loans and mortgages. And frankly speaking, unless your customers see that glitz on your brand, you have no chance. All of these would cost money.

The recovery of the BPO sector is slated for a jaw-dropping V-curve. The graph is expected to be improving rapidly despite the problems posed by the protectionist attitude of the American government towards the question of offshore call center outsourcing. While the government is continuing their drive to curb outsourcing to offshore destinations to bring home telemarketing jobs, the cost benefit is keeping the telemarketing services in the third world countries working well. There are projects coming in steadily and the customer service units are improving the standard of work. The accent problem, for example, is being taken care of. It remains to be seen how fruitful the coming months are.

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