BPO Sector in India Outperforms IT Services in Growth

The BPO sector in India is seen racing ahead of the IT sector in terms of growth and revenue. There are a number of reasons behind the growth of BPM services in India. India has a talented and knowledgeable work-force capable of handling tasks well. The infrastructure facilities and business sophistication are also reasons cited […]

Key performance indicators (KPIs) in a call center

Continuously monitoring the performance of call centers is essential to ensure that the call center is headed in the right direction. There are several key performance indicators in call centers that help managers to assess performance in different areas. The trick is to choose these indicators in such a way that they give an idea […]

IBM adopts industrialization to improve performance in outsourcing business

When International Business Machines Corp (IBM) reported a higher profit margin for the second quarter 2012, experts started feeling that technology services sector is recovering and getting immune to the challenges posed by a weak economy. Last month IBM reported its second quarter profit to be $3.88 billion and earnings per share to be $3.34 […]

Performance Research in Call Center Industry

Ever since the inception of call centers, the primary goal that they strive to achieve is improvement in performance. With change in call center industry requirements, the parameters by which performance is measured has changed over time. However, there is a dilemma in the service level in the fact that the indicators which can be […]