A nascent industry in the 1990s, business process outsourcing (BPO) has taken India by storm. While this industry has been enmeshed in bad press and myths, the fact remains that it has proved to be an engine of economic growth for India over the last one decade. V. Anandkumar (VAK) and Subhasish Biswas have provided an insider's perspective that will be an invaluable read for the 150,000 'BPOites' that enter this industry every year from second and third-tier cities, and to those that are already working in the industry. This in-depth understanding of the BPO industry is also invaluable for business partners and industry leaders-for those who aim to set up a BPO, or for those keen to sustain the workforce in an industry known for its high attrition rate. The authors have dispelled myths while focusing on challenges, opportunities, and solutions from the perspectives of the employee, employer, and customer. How the industry has touched lives of thousands of youth and turned India into a global superpower makes this a compelling read for all those with a wider interest in the power of transformation.
Foreword - Madan Padaki Preface The BPO Industry Changing Dynamics of the Indian BPO Industry Managing a BPO Working in a BPO The Future of BPOs Points to Ponder Glossary of Industry Terms
is an attempt to remove the misinformation most people have about the industry. The Hindu The book is an indepth understanding of the BPO industry and is invaluable for business partners and industry leaders or for those who want to set up a BPO. Mail Today The book enriches knowledge and dispels the idea that the BPOs are a bad career choice. Bangalore Mirror The book is sprinkled with witty examples from the Indian parlance. The Hindustan Times aims to dispel common myths and correct perceptions. Livemint