Well, India is still the undisputed leader in BPO sector. But yes, we have lost considerably our business shares to our counterparts like the Philippines, because of our own selfish reasons. Here is the reason why?
With all due respect to other people those who have answered – I would like to mention that there is a MAJOR reason because of which India started losing its BPO business to the Philippines.
The real reason I am going to tell you is something far different than your imagination that doesn’t come to most of the people’s mind.
Most of the people think or assume that Good English, Cheap Labor or Culture Proximity etc are the reason for for shifting outsourcing business from India to the Philippines. However, it is not.
Now let me tell you the real reason for the flight of Indian Outsourcing business to the Philippines. The real reason is the number of SCAMS and FRAUDS, that started taking place in Indian BPO’s and outsourced companies.
India was doing well for the first 5 or 6 years of its outsourcing business until scams and fraud started hitting the floor. Many companies businesses involved payment of credit card as American people use plastic money for almost each and every thing. But Indian people are not only cunning and smart, they can at times take things for granted also.
The golden and shining business of outsourcing, that just came to India all of sudden after the reforms of 90’s that took place in India, hit the youngsters for making quick and good money easily. However, it also prompted and encouraged them to make more and more money instantly. As the saying goes – greed has no limits – so is cunning mind techniques.
People inside the companies, right from the agent position to the Team leaders started collaborating in scams and ripping customers and breaching their trust, until companies started finding it out that millions of dollars has been siphoned off.
Companies still wanted to do business but no one would like to lose their customer because of someone else’s mistake. And hence began the search for another destination. The Philippines sufficed them and more and more companies started launching their businesses in Manila than Mumbai or Bangalore.
Later Indian companies started taking precaution and hiring candidates with more stringent background check, however, it was too late by then and most of the companies, which went to the Philippines got almost the same result in productivity minus scams and frauds.
It is not that frauds and scams are not happening in the Philippines and somewhere else also. Cunning people are always there in each and every country but we Indians did it to the tune of that excessive limit that we almost forced companies to choose other destination than being here. And so the Philippines outsourcing industry bloomed.
Being an Indian, I feel ashamed of it always.
