Offshore outsourcing rockets in 2004

Industry watchers have predicted that offshore BPO services will generate revenues of $3 bn in 2004, a 65% increase from the 2003 total of $1.3 bn, industry watchers have predicted. But the researchers have also warned that the industry will not sustain such high revenue increases in the future, even though offshore BPO has enjoyed high growth rates recently, and is predicted to accelerate through 2004.

Principal analyst, Robert H. Brown at Gartner, in a statement mentioned that, offshore BPO services is an emerging, but mature opportunity. The recommended plan for a successful offshore outsourcing relationship is careful planning, integration, and management of outsourced channels, functions or processes where they remain part of the enterprise wide strategy for customer service. According to Brown, to build successful delivery, clients and outsourcers must understand the entire process and clearly articulate who is responsible for which piece to ensure that nothing falls through the cracks.

Jesmine