Future success of the maturing BPO model

Future success of the maturing BPO model will be based on improving the client's business capability, not simply providing commodity transactional services
The market for offshore Business Process Outsourcing (BPO) may be developing rapidly, but nonetheless, the untapped market opportunity remains enormous for both buyers and sellers says Greg Baker, Xansa Business Development Director.
"India has all the right credentials to be the offshore location of choice. It has already established a solid foundation for delivering BPO services through a highly skilled but low cost resource base. To fully leverage further market opportunities however, the India model now needs to mature. The focus should shift to improving the business capability of clients, as well as providing the classic low cost, low-end transactional services upon which the current market has been founded" says Baker.
For clients and service providers alike, the delivery of low-end transactional services, such as call centres, from offshore will not optimise the very real business opportunities available through the offshore outsourcing of high-value, complex back-office processes.