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Dec 26, 2008


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Just by reading the title it gained my interest in reading the whole article. BPO companies have been emerging like mushrooms all over the world especially to those developed countries like India. BPO would really be a good business to keep up but interestingly hard if you doesn’t have the proper training and good management skills at your hand. In spite of global financial crisis, BPO companies stood still and remain optimistic that they’ll overcome this obstacle.

Great post! And more power to you!

Great blog, those who don't learn from history will not thrive and possibly survive the future. This is true in life and BPO. I think the comments on ITO are right on track, still believe many listed above struggle to fully integrate and ITO/BPO offerings though.

As companies focus more on governance in 2009, it will create better, more effective relationships between providers and clients. This will create more accountability on both sides and ultimately better performance. Ownership by the client is a key to success.

Happy New Year to all and let's see what 2009 brings us in this industry we all love.

I'm heartened by the article (as you would expect!) We are seeing real increased interest in F&A, HRO and specialised services such as clinical data management/pharma co-vigilance. Add this to the established BPO services across banking (should be much more this in 2009) travel etc and we consider BPO should move right up the CXOs' list of strategic options. There are more and more business leaders with experience of offshoring and they can see beyond just cost arbitrage right to quality, continuous improvement and great technology. Add a global delivery model and all the options are there. Great article and comments. All the best to everyone for what should be a great 2009. Mark Bretton, Head BPO UK&I TCS

Precise insights here indeed. BPO should have taken off over a decade ago, but the lure of technology and the Internet in developing countries encouraged the rapid grown of offshore software development and IT support. Now that market is saturating, we are clearly seeing business services moving up the corporate agenda as businesses look for new ways of cutting costs and globalizing their business models.

Keep up the good work!

Matt - thanks for the kind words.

I have healthcare up there with retail and financial services as a major BPO hotbed waiting to happen, the only question mark being the extent of focus and pressure to reduce healthcare costs from the future Obama administration (esp, with all the other pressing issues). Moreover, there are several onshore providers in the sector which can drive substantial savings into the revenue cycle, simply by operating a centralized delivery model with high-quality operational performance. Culturally it's a struggle to get healthcare orgs to adopt outsourcing models, but we're seeing a lot more ITO recently, which should drive more focus on BPO opportunities.

And while I buy the core/non-core debate, I believe more focus should be centered ultimately on what's "fit and ready" to outsource, and the impact of moving those processes over to a third-party.

You're definitely in the right sector - good luck with the project!

Check out this earlier piece (and debate) on the healthcare sourcing issues:



I can really appreciate your observations in this post. I'm currently helping a client launch a formerly internal business operation into the marketplace as a new BPO service. (They offer e-to-e revenue cycle solutions for healthcare providers.) As you suggest, we are finding the market very receptive to our services for cost and efficiency reasons, even though many prospects admit they are still wrestling with what the concept of business process outsourcing will ultimately mean to them.

It is our belief most will eventually decide, as one CFO recently told us, "If it's transactional, centralize it. Then, if it's non-core, outsource it. It's that simple."

Keep up the great work, it's helpful to have your perspective.


If anything, the current economy is driving more companies to look seriously at BPO - your insights about firms looking to find new avenues to get more with less is spot on. Will be interesting to see what the government does (if anything) to discourage use of offshore resources. My take is that if offshoring is discouraged, firms will simply layoff anyway and struggle even more to get the operational support they need,


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