Contents

The BPO Industry

• The Foundation Years: An Overview
• Evolution and Growth of the
• Indian BPO Industry
• Industry Segregation
• The World of Transaction Processing or Non-Voice BPO
• The Global BPO Industry
• Types of Players
• BPO Valuations
• Global Hot Spots
• Positive Impacts
• Success Stories

Changing Dynamics of the Indian BPO Industry

• The 'Big Daddies' Take Over from Entrepreneurs
• Quality of Workforce
• Levels of Engagement
• Positioning of Captives
• No Longer Metro-centric
• The Recruitment/Training Game

Managing a BPO

• Industry Dynamics
• Organizational Structure of BPO Firms
• Transaction to Transformation
• World of Operations
• Voice versus Non-Voice Operations
• Designations
• The Attrition Bug
• Seven Steps to Control Attrition
• Cost Structure in a BPO Organization
• Unique Challenges of the BPO Business
• Building Culture and Value
• What Drives Structured Chaos?

Working in a BPO

• Aspirations versus Reality
• Effect of Odd Hour Work Schedule
• Generation of Choice
• Myths and Realities of BPOs
• Confused Generation

The Future of BPOs

• 70-30 Rule
• 80-20 Rule: The Big Will Get Bigger
• Shared Services Centers
• Global Centers
• Platform
• Salary Bubble May Erupt
• Attrition Will Come Down
• BPO Cities Will Emerge
• Temping Will Catch Up
• Investment in IT Tools and Technology
• Do Not Ignore the Domestic Market
• At Home Agents
• Employee Database and Certification
• Chain Reactions
• Risks and Areas to Look Out For

Points to Ponder

• Fathers of the Industry and Their Role
• Corporate Values
• Cheap versus Value for Money
• Love Affair with the Stock Markets
• The Role of a Manager
• Designations and Hierarchy
• Building Brands-How to Differentiate
• Outsourcing from a BPO
• Employee Branding
• BPO and Six Sigma