The availability of skilled labor in the answering service industry is still something that is at a premium, feels NASSCOM. Yes, there are thousands of BPO agents being hired every month. However, call center experts feel that the main chunk of hired agents can work only in the lower or middle rung. They cannot be drafted into the upper echelons of the call center services wing because they do not have the required skill sets. As business firms are heading more towards quality service, nothing less than the best would be able to meet the required demands. There is nothing that is taken for granted in this industry.

Sharon Johnson, an answering service voice trainer, says, “The BPO agents hired are generally suited only for the usual jobs. When it comes to handling tricky and critical projects, the call center units have to look beyond the ordinary.” Help is coming to the rescue of the call center services firms in the form of fresh talent from other related marketing fields. The marketing sector is not being able to provide employment to many, so they are bound to spill over into telemarketing. The influx of talent is a positive aspect. They will bring in new ideas and plans to take the business outsourcing industry to the next level.