From an extremely fragmented industry, the domestic BPO sector, which was mainly focused on providing outbound telemarketing services, has started to provide cutting-edge outsourcing solutions.

According to Ms Gayatri Balaji, Chief Operating Officer (South India operations), Sparsh, ‘The needs of both-domestic and international markets are similar. Both look at partners who can drive process excellence and become an extension of their business processes.

The domestic BPO space is primarily voice-based and includes the back-office work. Outbound calls are made for telemarketing, follow-up of orders and sales, while inbound calls could be for customer inquiry and complaints or response calls for a particular marketing campaign. (more…)