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Journalism of Courage
For this kind of outsourcing, there may never be a backlash. Thanks to a recent government notification, domestic players across sectors are outsourcing work to local firms. The trend cuts costs, improves service quality and generates revenues for them locally, the industry says.
8216;8216;Setting up call centres is expensive, but if existing multinational or Indian BPOs are fully utilised, then profits, employment and service quality will grow manifold,8217;8217; says NASSCOM Vice-President Sangeeta Gupta. 8216;8216;Firms are increasingly looking at outsourcing key as well as non-core areas of their operations to local firms itself. As the service culture grows and consumers demand international standards, the opportunity will increase,8217;8217; Gupta said. According to NASSCOM, the trend will cut costs, build an India brand of services and generate new income for call centres. A rush of activity could be expected, since a recent government notification allowed international BPO outfits to be used as local call centres.
8216;8216;The impact of this notification is already being felt. There was no concept of service quality in the past, but as Indian and foreign firms strive to acquire and manage customers efficiently, a lot will have to either set up their own call centres, while the rest will outsource to MNCs or Indian brands, based in India,8217;8217;Gupta said.
