subject: The Global Leap For Domestic Bpo [print this page] When in Rome, do as Romans do! That is the guideline that will hold the BPO industry in good stead. There is so much happening around that the call center planners are digging deep in their minds to come up with contingency plans. There are economic compulsions, not to mention the political ones. The biggest source of work for the answering service industry is looking at the domestic market to outsource their projects. Legislations and bills against offshore business process outsourcing destinations have left them with no choice. The other lucrative market, of that in Europe, is hit hard by the sick economy. Call center services in countries like India and the Philippines are now eyeing the big leap that will catapult them to the global platform.
The plans of expanding the domestic BPO to the global platform isnt going to be easy. The economy is cash-starved. The call center units have to generate enough profit from their ongoing projects to finance their plans. The way things are, offshore business outsourcing projects are going to die up. The business firms in USA will find it difficult to continue with their outsourcing work if the political scenario in their country continues to be violent. Their options are going to be fenced by the passed legislations which encourage them to try domestic centers. The offshore answering service firms are optimistic that they wont be affected with the legislations because experts and insiders have deemed it to be impractical.
However, it always pays to be safe rather than sorry. The BPO firms know this all too well. There is historical evidence to suggest that when big changes are made, you can never predict the impact or the aftermath. Call center managers want to be sure that they are doing all they can to ensure a smooth running of business and influx of revenue. For them, the global leap is the best way, if not the only way out. They are interested in tie-ups and mergers which will offer them a foothold in the grossly expensive call center market. There will be some domestic answering service units that are looking for more money to build up infrastructure or investing in added manpower. Tie-ups with firm from the developing countries will offer them that money. On the other side of the coin, the deal gets very interesting.
Having a call center presence in the developed countries has a huge advantage. The projects that were beyond their reach can come within their grasp. For example, the BPO outfit based in the same country as the client can internally outsource its work to answering service agents based in the developing countries. This ploy works well for many big names in the business process outsourcing industry. The physical presence of the call center services offices in that country becomes useful too. When you want to bag a project, your deal gets a good boost if you can justify your claims with hard evidence of working in the same page.
by: Ivana Lewis
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