BPOs maturity yet to be attained

Over the last few years, the worldwide business process outsourcing (ITeS-BPO) industry has undergone rapid transformation. Maturity of the marketplace, preceding rapid developments in telecommunications and related infrastructure, and setting up of new off shoring destinations have catalysed the growth of the ITeS-BPO industry.
The accelerated pace of industry consolidation and service convergence, has helped stabilise the ITeS-BPO market and strengthen the BPO value proposition. Given the relative infancy of the ITeS-BPO Industry, service providers have not yet reached the levels of maturity displayed by IT services companies. This has resulted in higher risk levels and consequently, there is a greater need for due-diligence. While vendors have succeeded in providing adequate infrastructure and high quality, cost efficient resources, most still lack the process expertise, systems and practices that need to be built to support customer organisations. This often demands for alternative certification frameworks / building blocks, so that clients can be reassured of the quality of service delivery.