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The BPO sector in India is going through a bumpy phase this year. Based on some of the recent indicators, industry observers believe the expected result may be mild compare to the previous five years, which was at 14 percent.
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Many MNC who considered China as a sure-shot solution to counter rising costs and high attrition of employees in other offshore locations like India, would be deeply disappointed by China's slowing offshore drive.
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The domestic BPO firms have strategized many ways to counter the annual rise in wage, which stands at 12-15 per cent.
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With attrition rates increasing dramatically, firms are finding it difficult to retain their top executives.
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Canadian media and communications company Rogers Communication offered Hewitt Associates, a global human resources services company, to provide them with human resource outsourcing (HRO) services.
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Outsourcing to markets like India is not considered as a cost cutting factor any more. Many company have started realizing that the winning story lies in expanding markets with new customers on list.
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Next in line after the Business Process Outsourcing (BPO) and Knowledge Process Outsourcing (KPO) boom, it is Recruitment Process Outsourcing (RPO) that is steadily gearing up for a new role.
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Expressing discontent over poor service with overseas call centres, including some in India, UK firm are proposing to pull back their telephone operations back to Britain.
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It may still be a growing industry in India but legal process outsourcing or LPOs is expected to fetch up to $20 billion by 2015.
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Powered by its continuing dominance in providing low-cost IT skills, the great Indian BPO story continues despite the emergence of new competitors like China, Philippines and Indonesia.
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The way of communication is fast changing in India's call centres. It has been noted that many are not using American or English names when dealing with overseas callers.
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