The story of the Indian BPO sector is a fascinating one! It has the excitement of childhood, the vagaries of the youth and the somberness of mid-life, where it probably stands today. Given that the country’s BPO sector has been the poster boy of the global peers, there are similar pains and gains that the IT companies servicing customers remotely are facing the world over.
In response, the vendors shrank, sheared their underbellies to optimize operations and cut their own costs. But there is only as much for a vendor to do without getting into a downward spiral of service quality by letting people go and not paying for the right kind of skills.
Agenda can be seen on http://www.nasscom.in/sites/default/files/Events/EventPages/NASSCOM_BPO_Summit_Agenda_web.pdf