Just a few weeks ago, Sherrod Brown, Senator from Ohio, talked up protecting call centre jobs in the US yet again. It is technology, specifically, the automation of call centre operations.In India, this is beginning to show in the industry’s path towards productivity and strategies of global firms with extensive BPM operations here. “BPM companies are leaning on technology, acquiring platforms and reskilling talent. “If I am an agent in a BPM company doing back office work or sales process, there are tasks where I have to interact with the computer. Back then, chief executive Partha DeSarkar’s rationale was clear, “Given the political climate around protectionism across both the US and Europe, having a strong onshore presence is a good model.

Source: Economic Times April 05, 2018 02:15 UTC