SSO INDIA 2011: Attaining Excellence in Global Service Delivery with Process Excellence and Business Realignment Best practices strategies for Captive Offshore, Internal Domestic & Third Party Outsourced Shared Service Centers
Over the past decade, the India outsourcing industry has flourished. However, facing high attrition rates combined with increased wages and higher costs, has India`s offering as a top global outsourcing or captive offshoring destination become less appealing than it once was? India s dominance in this market is slowly being chipped away by other emerging destinations that are either nearshore or have more cultural touch points to their customers.
We are now hearing: - Captives are facing severe competition from outsourcing providers who are now taking more ownership of the service and moving towards becoming an extension of the clients` organizations.
- Business to Rural emerges - Delivery centres has tapping into rural areas to avoid increasing cost and higher attrition rate found in major and secondary cities
- Matured captives have been seeking monetization opportunities and there are a growing number of captives being sold to 3rd party BPO providers
- Maturity of BPO in India has contributed to the birth of KPO / LPO industry
- India to India has been a phenomenal trend for 3rd party providers, taking a significant share of the booming domestic market
