ACKNOWLEDGEMENT

The spark for writing this book came to us during an internal meeting of our team when we were debating means and methods of hiring the right talent by right-selling jobs at Wipro BPO. We would like to thank our colleagues for encouraging and helping us get started.

Our discussions with industry veterans, Madan Padaki, Piyush Mehta, Sandeep Dhar, Nagraj Shanmugam, Milind Godbole, Sudip Nandi, Alok Jain, Sai Babu, Ravi Venkatesh, Saju Joseph, and Aashu Kalappa helped us expand our thought process and gain keen insights into the working of BPOs across the country. Many thanks also to Praveen Kamath. Shombit Sengupta provided us with unique perspectives, which only he can. Our good friend Ashok Agrawal shared with us his simple ideas on how to retain and motivate teams. Dr Jagdish Sheth gave us very interesting insights about the BPO industry in the United States (US) and steps that we need to take to make the workforce stable. We got a deep insight into the BPO business in the Philippines from Carol.

We have referred to Gartner reports, National Association of Software and Services Companies (NASSCOM) reports, and McKinsey reports for data points. We have also found useful information from the Global Call Centre Report. The CLSA Report (www.clsa.com) on information technology (IT) BPO helped us understand the impact of the industry on the surrounding economy.

A special thanks to our friend and writer Namita Gupta, who helped us in editing and styling the book. Finally, we would like to thank our families for their encouragement and support.