The global slump has deeply impacted the business process outsourcing of maintenance projects and application development, slowing it down considerably. But it seems that this has not negatively influence clients like Bank of America, Citibank or JP Morgan to outsource more back office jobs to Indian BPO firms. Recession, or not, Indian BPO firms always offer a cheaper way to perform tasks and the need for cost-cutting is more than never before. Nasscom reports suggest that the growth of India’s back office outsourcing will grow by nearly 20% to reach $15 billion revenue. On the other hand, outsourcing of IT services will be a little sluggish.

The overall BPO industry will witness a growth in double digits because the economic slump is forcing companies from other fields such as healthcare and entertainment to seriously consider the outsourcing of back office tasks. As the BPO normally has long-term contracts it is in a better position to see off the recession.

Your endless wait after calling a helpdesk number could soon come to a relieving stop. These calls which often take a long time to connect and a longer time to get redirected to the right person offer little or no assistance to customer care. Continuation of such a trend is causing the level of customer satisfaction to dip substantially in the recent past making a contact center or a call center to seriously consider the introduction of automated self-service technologies.

So the next time you call your bank, an airline or your mobile service provider you may listen to a pre-recorded response. Then what happens to interaction? These automated services will allow you to lodge complaints and make queries without ever communicating with a human. From the perspective of a call center, this is not at all a raw deal. Attrition levels in the BPO industry are fairly high, so they are always looking for ways to lessen the dependence on manpower. This will give them the perfect opportunity to do so.