Top Indian BPO outfits face threat: Gartner

‘‘Offshore call centres, offshore customer service outsourcing only represents a tiny fraction of the market. In 2005, it is expected to be less than 2 per cent of the total and will grow only to less than 5 per cent in 2007,’’ it said.

The worldwide market for customer service outsourcing is set to grow from $8.4 billion in 2004 to $12.2 billion in 2007.

Gartner also predicted that through 2007, 80 per cent of organisations that outsource customer service and support contact centres with the primary goal of reducing cost will fail.