Outsourcing Clients Look For Diverse Outsourcing Solutions

The Indian business process outsourcing industry is following the footsteps of information technology service firms to increase its global footprint.
The demand for global BPO service is pushing Indian outsourcing call centers to grow aggressively into global business process outsourcing firms, said a senior executive. For example, in the past 18 months, WNS has expanded its operations to countries like Philippines, Latin America and Romania.
Neeraj Bhargava, the CEO of WNS quoted that “All the important wins that we've talked about have a non-India component to them. This is very important from our perspective, as we talk about our global footprint, global strategy and global operations strategy”.
The BPO analyst believe that, the trend will continue to increase in days to come, as the clients look for outsourcing partners that can support critical outsourcing services.

Sabyasachi Satapathy, partner Tholons Advisory quoted that, gone are the days when BPO firms could deliver from just one geographical area. The need for multi-geographical area is arising out of de-risking geography presence, and the need for specific skill and language capability.
N V Tyagarajan (Tiger), COO of Genpact, believes that the Indian BPO firms need to expand their operations in other geographical areas. He believes that, if one is serving the Eastern European market, the BPO service provider will have to be present in countries like Romania for language capabilities.
Mr. Tyagarajan added that if a BPO firm is serving US financial sector where English is the prevalent language then it needs to serve from countries where the language is predominantly used.
However, Sudin Apte, senior analyst, Forrester believes that clients target all major countries that offer high end BPO services.