Business Process Outsourcing: A Case Study on Pakistan’s Out-Bound Call Centers

Abstract

This paper attempts to explore the problems of outsourcing industry with specific focus to out bound call centers and provide a remedial solution to the problem by which this sector can play an effective role in the IT industry of Pakistan and in turn the economy as a whole. Business Process outsourcing has become a multi billion dollar Industry globally it has brought visible benefits to the economy of the country and generating tremendous employment opportunities. Over the last couple of years, the worldwide business process outsourcing market has undergone rapid transformation. Continuing pressure on cost bases at a time of growing competitiveness is driving companies to look at offshore outsourcing as a strategic alternative. Many countries are demonstrating the benefits brought by business process outsourcing. Access to global talent, economies of scale, process engineering and enhancements, increased profit margins and improvements in quality are some of the gains that companies and in turn countries have realized. Although outsourcing has bought visible benefits with employment opportunities to Pakistan also, however these benefits do not come without a cost.

Key Words: Business Process Outsourcing; Bound Call Centers; Offshore Outsourcing; Strategic Alternative; Economies of Scale