TCR Engineering Services
BPO industry has a relatively brief but an interesting history. In two decades of its existence, it has transformed its value proposition to its customers from a pure play labor arbitrage provider to a business partner. All this is set to change in the third decade of its life cycle. As BPO services move up the value chain, BPO vendors are likely to play increasing role in shaping the overall business strategy and perform services of strategic importance to customers. In this paper, the author attempts to predict the future trajectory of BPO industry and how it is going to reinvent itself to deliver enhanced value to its customers.