BPO Solutions Focus on Lower-Value Customer Interaction

Analysts at the Edelweiss Securities feel that BPO solutions are increasingly focusing on relatively lower value customer services interactions. The percentage of the focus of these BPO solutions providers is a whopping 40%. However, this is not an area of focus for the top three IT services firms in the country.

The analysts also feel that the nature of the business process outsourcing industry is more varied and heterogeneous. The back office functions of the BPO services industry has come to the fore like never and companies are more open to the idea of outsourcing their back office functions. The employee strength has also increased in leaps and measures.

The hiring of employees has reinstated the faith of the people in the stability of the BPO sector in these turbulent times. The youth are keen on joining the BPO industry because of the stability of the sector despite pink slips flying all over the place.

Aegis BPO Solutions Goes to Sri Lanka

The Essar group of companies, which owns the Aegis BPO solutions has bough 80% stakes in Ismart Timex, a Sri Lankan business process outsourcing company. The remaining percentage remains with the parent BPO company. Ismart Timex is incidentally the largest BPO services providers in the island country.

Because of the stakes owned by Aegis BPO Solutions, Ismart is expecting t grow exponentially. It looks forward to double up its facilities in terms of seats and facilities. Aegis will now be operating from 35 centers. This new acquisition will be adding another 500 seats to the existing portfolio in the business process outsourcing chapter of the Essar company. This will be the 14th acquisition on the part of Aegis. Earlier, it had taken over Australian BPO firm UCMS Group for a whopping 5 million Australian dollars.

It could be mentioned here that Ismart specializes in back office and call center services in areas like quality assurance, human resource profiling and training.