A GLIMPSE OF BPO AND CALL CENTRES: THE CASE OF INDIA
Abstract
During the last 20 years, Business Process Outsourcing (BPOs) Companies have increased in number to a large extent due to IT revolution. The skilled and cheap labour force with good command over spoken English contributed a lot of flouring call centres in the country. A BPO is vested with the task of outsourcing its non-core activities such as administration, payment services and customer services whereas a call centre is a voice-based part of a BPO organisation.