| Author | Devi, Naoream Indrani |
| Call Number | AIT RSPR no.SM-06-19 |
| Subject(s) | Contracting out--India
|
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-06-19 |
| Abstract | India in the last few years has emerged as a major Business Process Outsourcing (BPO) destination with Call centers forming 85% of the total work outsourced. Government programs and incentives at the national and state levels have created the environment for foreign companies to offshore to India. It's highly skilled technical manpower, low development costs, state of the art infrastructure in countrywide Software Technology Parks and a time zone differential that allows round the clock operations. Though the major drivers for the growth in outsourcing jobs from the Western Nations especially the U.S and U.K has been the low wage rates prevalent in the country along with the proficient English speaking population, the outcomes have nevertheless not been entirely satisfactory First in terms of lack of understanding between the clients being serviced and the customer service agents(agents sitting in India), this has been attributed mainly due to culture difference and also due to use of different accents. An increasing trend has also been seen in the wages as most of the call centers are clustered around the metropolitan cities of India like Delhi, Kolkata, Mumbai and Bangalore. To tap the employment opportunities in the smaller cities new call centers are being opened up in smaller towns and also the satellite cities like Gurgaon , Noida, Pune which are located around the metropolitan cities. In the big race for outsourced jobs India competes with other countries like Ireland, Malaysia, and China which are emerging fast as major outsourcing locations. India however needs to move up in the value chain of outsourced jobs if a bigger margin needs to be gained. Efforts are being made to build up the brand image of India in terms of the outsourced jobs which can be possibly done |
| Year | 2006 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-06-19 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Tang, John C.S.; |
| Examination Committee(s) | Sununta Siengthai;Swierczek, Fredric W.; |
| Scholarship Donor(s) | AIT Fellowship; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2006 |