Shared-service organizations have matured over the years to increase the value of the services delivered to the business. Whilst, cost arbitrage seems to be an evident edge, accruement of processes provides a unique viewpoint to shared services facilitating transition from a service provider to a value proponent.
The 3rd party BPO industry within the Overseas-to-India (O2I) segmenthas come a long way since its inception in the ‘90s.While there have been significant changes in the market, both from the buyers’ and suppliers’ perspective,lift-and-shift deals continue to represent the lion’s share of outsourcing opportunities. No doubt, there have been several levels of challenges in transitioning back office/ transaction-basedprocesses, offshoring a foreign language based back office transition adds to the set of issues, especially around available opportunities, cost of governance and change management:
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