IBM has emerged as the 2nd largest BPO in India today. After acquiring e-Daksh in 2004 which had a headcount of 6000 employees at the time of aquisition has grown to 20, 000 employees. IBM-Daksh added over 10,000 staff in the last 12 months ( phew ! I wonder how they recruited).
But what would be quality of the services of these companies. At the same time, some of the problems that have dogged the sector could become bigger. For starters, quality, so essential for the tasks, could get diluted. As companies hire in large numbers, managing growth is going to be a key challenge.
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