Effective End-To-End Service Delivery Capability Is The Mantra Today

Author: R U Srinivas
CEO, Caliber Point
One of the hardest hit industries like many others during recession, the BPO sector is now witnessing a gradual upturn. Times have changed and so have the demands. While in the past BPOs were looked at as a separate service when compared to IT, today the IT and ITeS services are often coupled together as a single sector. Thus organizations like ours (Caliber Point & Hexaware), which have a blend of these services, provide a winning combination to customers. Some companies like ours are now bringing a third element to this service combination ? analytics. It is one of the ways to move up in the value chain while providing value to customers. With technology trends like cloud computing, software-as-a-service (SaaS), and platform-as-a-service (PaaS) coming into the market, customers want their vendors to be capable of delivering an overall solution.

With the outsourcing industry maturing, customer expectations also have undergone a transition. Previously, value-addition was synonymous with specialized offerings complemented by add-ons like six-sigma and other process improvement capabilities. Now, customers expect comprehensive capability on the part of service providers and the ability to help them to be the industry benchmark, in addition to increasing efficiency at functional levels. Moreover, customers are increasingly looking at on-shore and near-shore delivery capability of service providers, in addition to offshoring.

On a different note, a noticeable fact now is the lucrative prospect that the domestic market holds for the BPO sector. Domestic market is exploding in a big way with BFSI, telecom, government, and public sector becoming major consumers of IT enabled services.

These developments have thus resulted in a change in the operating model of BPOs. Increasing demands have forced large players to partner with smaller firms and collaborate with them to provide services to their customers.
Hence, the environment beckons co-existence than competition. These developments will also result in the de-concentration of industries. The BPO sector will no longer be a business concentrating on only tier-1 cities, but will trickle down further. The oncoming years will witness the spread of BPO related activities into these lesser known areas.
Previous  article
Next article
Write your comment now

Email    Password: 
Don't have SiliconIndia account? Sign up    Forgot your password? Reset
Reader's comments(2)
1: From: Mrs. Mary David

This mail may be a surprise to you because you did not give me the permission to do so and neither do you know me but before I tell you about myself I want you to please forgive me for sending this mail without your permission. I am writing this letter in confidence believing that if it is the will of God for you to help me and my family, God almighty will bless and reward you abundantly. I need an honest and trust worthy person like you to entrust this huge transfer project unto.

My name is Mrs. Mary David, The Branch Manager of a Financial Institution. I am a Ghanaian married with 3 kids. I am writing to solicit your assistance in the transfer of US$7,500,000.00 Dollars. This fund is the excess of what my branch in which I am the manager made as profit last year (i.e. 2010 financial year). I have already submitted an annual report for that year to my head office in Accra-Ghana as I have watched with keen interest as they will never know of this excess. I have since, placed this amount of US$7,500,000.00 Dollars on an Escrow Coded account without a beneficiary (Anonymous) to avoid trace.

As an officer of the bank, I cannot be directly connected to this money thus I am impelled to request for your assistance to receive this money into your bank account on my behalf. I agree that 40% of this money will be for you as a foreign partner, in respect to the provision of a foreign account, and 60% would be for me. I do need to stress that there are practically no risk involved in this. It's going to be a bank-to-bank transfer. All I need from you is to stand as the original depositor of this fund so that the fund can be transferred to your account.

If you accept this offer, I will appreciate your timely response to me. This is why and only reason why I contacted you, I am willing to go into partnership investment with you owing to your wealth of experience, So please if you are interested to assist on this venture kindly contact me back for a brief discussion on how to proceed.

All correspondence must be via my private E-mail ( for obvious security reasons.

Best regards,
Mrs. Mary David.
Posted by: mary lovely david - Monday 26th, September 2011
2: Hi my dear,
My name is Mounace, i would like to establish a true relationship with you in one love. please send email to me at ( i will reply to you with my picture and tell you more about myself. thanks and remain blessed for me,
Your new friend Mounace
Posted by: mounace love love - Thursday 09th, June 2011
More articles
by Kaushal Mehta - Founder & CEO, Motif Inc..
The retail industry is witnessing an increased migration of customers from traditional brick and mortar retail to E-commerce (online retail)...more>>
by Samir Shah - CEO, Zephyr .
You probably do because you are on the phone with them! For all of you working in some technical management capacity here in Silicon Valley,...more>>
by Raj Karamchedu - Chief Operating Officer, Legend Silicon .
These days are a mixed bag for me. Of late I have been considering "doing something bigger and better," in my life, perhaps seriously though...more>>
by Madhavi Vuppalapati - CEO of Prithvi Information Solutions .
IT Services Rise of Tier II companies The Indian IT outsourcing industry is going through very exciting phase in its business life...more>>
by Bhaskar Bakthavatsalu- Country Manager, India and SAARC of Check Point Software Technologies.
Data loss occurs every day through corporate email. In fact, given the sheer number of emails an organization sends every day, data loss inc...more>>