BPO Archive

If you follow the news, you probably saw last week that three people working for EXL used some operational process materials about EXL’s client Travelers with a competitor of Travelers. Travelers found out about it and terminated the contract. We see companies terminating for cause all the time, but terminating a contract for breach

When Bobby Pinson recorded his country & western song “Don’t Ask Me How I Know” dispensing bits of wisdom, I’m sure he didn’t realize he was providing advice to service providers. But my favorite line in the song is also great advice for today’s BPO providers — “Sell your truck while it’s still running.”

When I think about the ITO and BPO industries today, I can’t help thinking about Walter Cronkite, the American journalist who anchored the CBS Evening News from 1962-1981. He was known as the most trusted man in America. Back in those days there were no 24-hour cable TV news stations and no Internet —

I’ve blogged before about the impending immigration reform, with its accompanying H-1B visa reform and onerous provisions that will reshape the global services industry. Congress is now halfway down the path to deciding on immigration reform. The scuttlebutt in the global services industry is that immigration reform is dead and there’s no need to

Recently Infosys posted better-than-expected earnings. But it also indicated an upcoming adjustment in strategy, stating it plans to pursue growth through traditional outsourcing contracts and will deemphasize its focus on software as a source of growth. Infosys has long been a stalwart of the Indian heritage firms and built its impressive growth and profitability

The U.S. Congress took steps last week that bring proposed immigration reform — and associated H-1B visa reform — even closer to passing into law. The Senate Judiciary Committee passed the full bill on a bipartisan vote of 13-5. They also agreed to key compromises that, if passed, raise the annual cap on H-1B

In this second post in our blog series on impacts from U.S. immigration reform, we explore the likely outcomes that will affect the Indian heritage providers and their customers. As explained in our first post, Critical Impacts on the Global Services Industry Due to Upcoming Immigration Reform, the large Indian providers are the most aggressive

Originally posted on NASSCOM Peter Bendor-Samuel, Founder and CEO of Everest Group, talks about the future of outsourcing and global services. Peter will be speaking at the NASSCOM India Leadership Forum 2013. Q: What are the key trends and drivers of the outsourcing industry today? I see three key trends emerging. The first trend

At every NASSCOM event this year, there has been a buzz about verticalization and how every ITO and BPO provider, both large and small, is rushing to adopt it. To many industry observers, this has the feel of retail stores seeking to run out their own version of the latest hot fashion from Paris.

One of my partners recently returned from a conference remarking that he could randomly put any service provider’s logo on any of the collateral being distributed and nobody would notice.  Everyone’s message was essentially the same as their competitors. It is difficult to differentiate among the Indian heritage providers. Or at least it has