With the BPO industry of India entering into a phase of maturity, a significant change in the nature of opportunities and challenges is being witnessed. Concerns and solutions are no longer the same as they used to be. This survey is aimed at highlighting the finer nuances of the evolution of the BPO service provider in India; the shift in complexity of processes and the strategic and operational risks involved. The objective of the report is to illustrate the emerging issues of the sector from structural changes in the industry to the human resource challenge, from migration strategies to governance and monitoring.
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