Tag Archives: kpo

What is a BPO and what do such companies specialize in?

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A BPO is a business process outsourcing company. The term is popular in India, but is gaining popularity around the world. It is expensive and time consuming to do your own back office work. So, it is popular to hire virtual assistants and outsourcing companies overseas to do particular repetetive tasks at a low price. Please be aware that there is RPO which is recruitment process outsourcing, KPO which is highly specialized knowledge process outsourcing which normally includes research, accounting or programming. LPO work is legal process outsourcing. But, in a general sense, all of those other acronyms fall into the BPO category.

There are various general categories of BPO work.
Call Center, Data Entry, Programming, Web Design, Medical Transcription, Accounting, and Content Writing are some of the most popular BPO tasks to outsource. Recently, social media outsourcing has been on the rise as well. There are various subcategories of call center work including appointment setting, order taking, chat support, inbound, outbound, lead generation, sales, and technical support.

Then, there is more general back office work that is harder to categorize. Some companies offer marketing and loyalty programs, content management, digital marketing, online publishing, payment processing, proofreading, data transcription, engineering, eCommerce set up, translation, web research, mobile applications, and the list goes on.

In fact, there are so many types of BPO tasks, that 123outsource.net divided the tasks into 28 specialties to keep them all straight. The most popular by far is our general call center search results as well as BPO and data entry.

We welcome you to browse 123outsource.net to see what companies are out there. We verify our search results every few months, so the information should be up to date 97% of the time! Good luck!

Outsourcing

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DEFINITION OF OUTSOURCING
Outsourcing is a business practice where a particular company will hire someone who does not work for their company such as another company or a freelancer to do particular tasks for them. Typically, tasks outsourced will be highly repetitive or specialized tasks such as calling long lists of names with a particular call script, accounting, programming, data entry, technical support, payment processing, or some other specialized task.

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REASONS FOR OUTSOURCING
The reason companies outsource work to other companies are multi-fold. One reason could be to:

Save Time — so that employees and management can focus more on the core competencies of the company such as selling widgets while outsourcing bookeeping and reminder calls to companies who specialize in those particular tasks. Another reason could be:

Cost Cutting — Many outsource companies are located in India, The Philippines, or Eastern Europe where labor costs are lower than the United States, hence, creating an opportunity to capitalize on less expensive labor.

Skill Optimization — is yet another reason to outsource work as outsourced companies specialize in particular tasks such as blog set up, eCommerce site creation or XML conversion while your company specializes in widgets.

Eliminating Uneven Schedules — if you have a job to be done that will take only 10-15 hours a week on some weeks and more or less hours on other weeks, hiring a full-time or even part-time employee is a commitment that you will have trouble keeping. If that employee quits in the middle of a project, you’ll have another problem. It might be easier to outsource the project to a company who specializes in that task and has dozens of people who know exactly how to do it rather than hire your own staff.

Reducing Hiring — hiring and firing is expensive and is an art form that you might not have time to master. If you have a particular job that people are always quitting every two months, it might be easier to have the job outsourced to Manila where they have full-time HR managers to handle the hiring and firing for you! That way you can focus on widgets instead of dealing with people who quit on a whim leaving you high and dry. The outsourced company you hire will have plenty of backups all in the same specialty when the employee assigned to you quits.

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TYPES OF OUTSOURCING ARRANGEMENTS

Freelancers — Some companies hire freelancers which is a type of outsourcing.

Fixed Schedule — Others hire another company for a particular schedule with a contract which extends for a particular number of months or years such as 40 hours a week for two years.

Employee Leasing — Some companies hire a team of workers from an agency which is sometimes called “employee leasing.” Other companies pay for results in specialties like lead generation rather than paying for particular hours of work.

Assignment Based — Programming or software development outsourcing often has a company pay for a completed product or for a particular number of hours to do a particular job although there is very rarely a deadline.

On Call — Some outsourcing is on an on call basis. Programmers might be hire to fix code only when it breaks or to do programming work as needed. Call centers might have a small assignment from time to time only when needed.

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CATEGORIZATIONS OF OUTSOURCING JOBS
Outsourcing jobs are sometimes categorized using particular terms such as:

ITES — Information Technology Enabled Services which could include data entry using computers, web design, technical support, or other tasks which involve technology to facilitate the task in some type of a way.

KPO — Knowledge Process Outsourcing is also a bype of Business Process Outsourcing that includes tasks that require a higher level of education, knowledge or skills such as Accounting, Software Development, Research, etc.

LPO — Legal Process Outsourcing focuses primarily on legal research, patent research, contract drafting and legal support services, but rarely involves actually going to court.

RPO — Research Process Outsourcing or Recruitment Process Outsourcing. Research outsourcing is popular in Bangalore, India as there are many companies that offer market research, web research, and Pharmaceutical research. RPO could also be a form of human resources outsourcing where an outside company will help you find employees or leased agents. This is by far the least popular form of international outsourcing as there are few providers who offer overseas assistance with recruitment.

HRO — Human Resources Outsourcing as mentioned above is the least popular form of international outsourcing as there are very few overseas companies who offer competent service in this industry. However, there are a few companies in India and the Philippines that allow you to lease call center agents and programmers at low rates. However, the quality of such help is dubious and not guaranteed in any way by the provider company.

MBPO — Medical Business Process Outsourcing includes outsourcing of Medical Billing, coding and Medical Transcription. Quality standards and billing in these fields is a lot more uniform than in other BPO tasks as companies can charge a percentage in Medical Billing and can offer rates per number of characters or words (or lines) in Medical Transcriptions. Quality standards are also easy to measure as there are international standards for Medical Billing and Medical Transcription. You can measure errors as a percentage rate. If a company makes more than a particular fraction of a percent of errors, they generally go out of business or get fired.

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TYPES OF OUTSOURCING JOBS
Commonly outsourced jobs might include: Accounting, Bookkeeping, Call Center, Data Entry, ePublishing, Legal Research, Market Research, Medical Billing, Medical Transcriptions, Social Media, Software Development, and Web Design. However, there are many specialties in most of these types of outsourcing jobs.

Accounting Specialties — Bookkeeping, Tax Preparation, Payroll, Bank Reconcilliation

Call Center Specialties — Appointment Setting, Chat Support, Collections, Customer Help Desk, Data Verification, Email Support, Inbound Customer Care, Lead Generation, Order Taking, Outbound, Survey Taking, Technical Support, Telemarketing, Ticket Sales,

Data Entry Specialties — Data Capture, Data Cleansing, Data Conversion, Data Entry, Data Mining, Data Processing, Data Quality, Data Security, Data Transcription, eCommerce Data Entry, Forms Filling, Forms Processing, Image Processing, Product Data Entry, Scanning, etc. Data Conversion includes XML, SGML, HTML5 conversion, PDF or JPG conversion, and conversion from one language or format to another.

Social Media tasks might include article writing, proofreading, posting on Facebook, managing a Twitter account, LinkedIn, Instagram, Pinterest, or any of the other common social media platforms. Most companies specialize in several social media platforms, but cannot provide service for ones they are not familiar with or don’t have sufficient staff for.

Software Development Specialties — Blog Set up, eCommerce Set up, Software Testing, Web Design, Employee Leasing, etc.

Common software languages include: C, C#, C++, ERP, J2ME, Java, jQuery, LAMP, MySQL, .Net, OpenSource, PHP, Ruby on Rails, SAP, SQL, XML, and more.

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You might also like:

Wikepedia’s article on — outsourcing

Investopedia’s article on — outsourcing

Entrepreneur’s article on — outsourcing

See our informational page on the term — outsourced.

See 123outsource’s compilation on best articles about outsourcing.
http://bpo.123outsource.net/2016/04/02/compilation-of-best-outsourcing-articles/

What countries are best to outsource a particular task to?
http://bpo.123outsource.net/2014/04/07/which-countries-are-the-best-to-outsource-particular-tasks-to/

Six problems that only individuals working in a BPO industry would understand.
http://bpo.123outsource.net/2015/06/15/six-problems-that-only-individuals-working-in-a-bpo-industry-would-understand/

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Outsourced

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Definition of Outsourced / Outsourcing

Verb
Outsourced is the past tense of the verb to outsource.

(1) To obtain services from an outside or foreign supplier in place of an internal source.
(2) To contract work to an outside firm or abroad.
(3) To assign particular specialized and/or repetitive tasks that are not core competencies of the mother company
to an outside or foreign company.
(4) To procure back office services with an outside supplier or provider.

Explanation
BPO Outsourcing is becoming more and more popular as companies have to fight harder to survive in a world where margins are getting tighter by the day. If a company is doing a particular task even slightly less efficiently than the competition, they will lose profits and market share in the long run. One solution available which may or may not increase efficiency is to outsource particular tasks to a company that specializes in those particular tasks. For example, if your company focuses on widget production, but 10% of your labor resources are devoted to reminder calls, it might make sense to focus more on widgets, and outsource the reminder calls to Manila where there are companies who specialize in all aspects of the call center business. Knowledge intensive tasks are also more and more commonly outsourced to KPO and LPO companies who specialize in knowledge process outsourcing and legal process outsourcing.

Outsourced — the TV show
Outsourced is also an American television sitcom filmed in Los Angeles that was set in an Indian Workplace fictionally located in Mumbai, India. A catalog based company selling American novelty goods such as whoopee cushions, foam fingers, and wallets made of bacon hires Todd Dempsy from Kansas to relocated to Bombay. Every episode of this hillarious comedy focuses around Todd’s culture shock dealing with Indians and attempting to teach the local Mumbai staff all about American sensibilities and culture.

See NBC’s profile page for the show — Outsourced

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You might also like

See our feed of articles about — outsourced

See our comprehensive definition of — outsourcing — which goes over when and why outsourcing is done, types of outsourcing arrangements (freelance, contract, staff leasing), a detailed look at categorizations of outsourced tasks (BPO, KPO, LPO) as well as a detailed look at 55+ commonly outsourced specialties in the call center, data entry, software and other outsourcing industries.

Is it fair that American jobs are outsourced to India?
http://bpo.123outsource.net/2015/12/25/is-it-fair-that-american-jobs-are-outsourced-to-india-2015/

What is the correct order of steps to screen an outsourced company?
http://bpo.123outsource.net/2013/08/16/what-is-the-correct-order-of-steps-to-screen-an-outsourced-company/

Compilation of best outsourcing articles:
The best tasks to outsource are not critical or time sensitive
If you invested in BPO employees, what types of tasks would you teach them?
The 2 minute contact rule
more…
http://bpo.123outsource.net/2016/04/02/compilation-of-best-outsourcing-articles/

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What is better about your BPO company?

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Do you run a call center, BPO, KPO, software or IT outsourcing company? Do clients ever ask you what is better about your company? I think they should — and you should know how to answer them as well. Most companies that our staff talk to have no idea what is better about their company. Perhaps nothing is better about their company, and that is why they don’t know how to answer us. But, there SHOULD be something better about your company, otherwise how are you in business? Here are some ways to be the best BPO company possible.

(1) You could be faster at doing the same work or processes others do. I knew a pianist who could play the minute waltz in less than 33 seconds. We clocked him. It didn’t sound great being played that fast, but if you are in a hurry waiting for a train that is about to arrive, and want to hear the minute waltz, that particular pianist is the one to hire.

(2) You could have nicer staff than other BPO companies. These days, I am rarely happy about anyone’s staff. Every company seems to have one shining employee who brightens up my day, and the rest — well — the rest are the rest! Let’s put it that way.

(3) You could be cheaper. Some companies are cheaper, but don’t get the job done right. Are they really cheaper after the hassle? But, what if you really do get jobs done correctly and STILL are cheaper? Well, then you really are cheaper.

(4) You could have a nicer looking office. For outsourcing, nobody is coming to your office, so it doesn’t matter.

(5) Your receptionist could have a nicer sounding voice. A nice voice makes an impression

(6) You could have more flexible terms. Many companies are rigid these days. Having terms that benefit the client might bring you more clients. HAVING TERMS THAT BENEFIT YOU, MIGHT BRING YOU MORE YOU’S (if that is possible or desireable).

(7) You might do a better job and follow directions more.

(8) You might train your staff better.

(9) You could hire a fancier salesperson who is great at getting you new clients who you might be equally good at keeping (or losing).

(10) You might offer more related services. ONE STOP SHOPPING. If you do web design, you could also offer programming, social media, blog installation, and more. If you do call center work, you could offer data entry, surveys, statistical analysis, and virtual private assistants.

But, the bottom line is — no matter what is better about your company, if you can’t express that to the world, then it will take them a lot longer to find out what is good about you!

KPO and Analytics, which company is right for you?

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KPO and Analytics, which company is good for you.
 
There are many KPO companies out there offering a vast range of knowledge process outsourcing skills.  Some skills such as accounting require formal qualifications.  But, analysts need only be “good” at what they do.  An analyst might have a certain amount of training to be “good” enough to work for a company.  I have found that a trained analyst might know more than you do about analyisis, but are they as sharp as you about analyzing your business metrics and data?  I think that you are paying more attention than they are since your retirement rests upon it, and I stress the word rest.  If you analyze wrong, you might not rest, but only stress during the time you thought you were going to be retired. 
 
A good analyst is only as good as they are smart, and have time to devote to your project. If they are in a hurry, they might not look thoroughly enough at the complicated details of your business or marketing plan, and neglect a lot.  If you hire a KPO company, fancy or not, make sure they are paying attention to your case and not being neglectful! Or you will be sorry!
 
Some companies might have fancy offices, fancy looking secretaries, fancy graphs, and a fancy website. It all looks impressive, and someone less fancy might not insprire credibility.  But, being fancy is not enough. They need to deliver results to you — in a way that is helpful to you without breaking your bank account.  Maybe your first assignment should be to hire someone to analyze how much you should pay your KPO company analyst?
 
I hired a web analytics person to help me, and he changed my life.  So, his help is still helping me now, because he taught me skills that I will keep with me for life!  Some investments give you a 100x return, and this was one of them.
 
Sometimes analytics projects take a while, because step one is to create a source for accumulating data. No data, means there is nothing to analyze.  It can take time to accumulate data, and you need to have a clear idea of what type of data you want to accumulate. For my purposes, I do internet analytics, so google analytics is my main tool, and it is wonderful.  For doing other types of marketing research, you will have to ask your KPO analyst what tools they want to use.

Data Analysis KPO India

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Data Analysis KPO India

KPO = Knowledge Process Outsourcing which is a type of outsourcing that involves a high level of sophistication in research and analytics. Market and Financial research are some of the most common specialties of KPO companies in India.

There are many types of KPO companies in India. The majority do some type of data analysis, analytics, research, or offer financial advice. You might find it interesting to browse our various KPO company listings in India. We have KPO companies in other countries as well, but our India KPO page is by far the most active in it’s category.

Please keep in mind that there are many companies in our data entry section that also offer data analysis services in India. It is unclear if their services have the same level of sophistication as a KPO company, but you can contact such companies and find out for yourself.

One of the main types of data analysis that KPO companies do is for market research, market segmentation, and business strategy. If you can identify your best market segment to contact, and the most efficient way of contacting them, then you can get a good rate of return on your marketing efforts.

Another common type of data analysis that call centers and KPO companies alike might engage in would be survey response analysis. A good analyst would be able to identify trends, and important data patterns by taking a closer look at the data.

You might also like:

KPO India Search Results

Call Center India Search Results

Data Entry India Search Results

KPO Bangalore in the News

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KPO Bangalore News
 
Bangalore KPO
Bangalore is India’s main outsourcing hub, and has the highest concentration of KPO companies anywhere in the world.  Knowledge Process Outsourcing is a fast growth industry in Bangalore and India as a whole as India is leaning towards more specialized work which most of the highly competitive newer outsourcing nations can not compete with.
 
Wipro of Bangalore
Wipro, a Bangalore headquartered company, opened up operations in Brazil four years ago and is happy with the performance of their Brazilian employees.
 
GIIP – Bangalore KPO Training
According to pr.com, a company in Bangalore called Global Institute of Intellectual Property  is now offering an eight week training program where post graduate students can learn the skills they need to work in a KPO, LPO, MNC, or R&D company.  All of the students in the first batch have been successfully placed in relevent jobs, and more than 75% of the students in the second batch have been placed even before they finished the program.
 
Research and Development KPO in Bangalore
financialexpress.com’s May 10th, 2010 article called, “Going up the value chain” explains how Indian metros have their various niches in the KPO industry.  Bangalore was in stiff competition with Moscow and St. Petersburg for research and development, while Chennai was competing with Guang-Zhou for engineering services.  Hyderabad meanwhile was focusing more on healthcare related KPO work.  The main point here is that Indian metros are getting more sophisticated in their value offering, and niches are developing in certain areas.  
 
A joke about the Bangalore KPO industry
A young man named Ramesh, a research expert walks into a pub on Church Street in Bangalore.  He drinks to excess, falls unconscious, and the next day finds himself in one of Bangalore’s many KPO companies and was told that he would have to work there for the next six months.  Ramesh asks, “Have I been Shanghaid?”.  The reply was, “No, you’ve been Bangalored!!!”

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India Call Center Developments

BPO Delhi in the News

Bangalore BPO’s in the News!

Knowledge Process Outsourcing – Facts of Interest

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Knowledge Process Outsourcing – Facts of Interest
 
KPO
KPO means knowledge process outsourcing and is a more sophisticated type of BPO.  KPO generally refers to accounting, legal, software, and outsourcing that involves research and good analytical skills.
 
History of BPO & KPO
The history of the Business Process Outsourcing industry dates back to the 1980’s when a handful of European airlines started using Delhi as a location for their back office operations.   Later, American Express consolidated its Japan and Asia Pacific back office operations also to Delhi and the NCR region (which is near Delhi).  In the 1990’s, General Electric was next to follow suit and start back office operations in Gurgaon, which is a satellite city of Delhi.  These initial BPO operations were done using a business model that consisted of parent companies and “captives” which are companies that have an exclusive relationship with the parent company.  Independent BPO operations didn’t start until the 1990’s although the industry didn’t have much strength until after 2000.
 
IT outsourcing
In 2002, all major Indian software companies were involved in the BPO industry including Infosys, Inforlinx, HCL, Stayam, and Patni..  Spectramind was bought by Wipro, and the team that started Specramind, created Quatrro in 2006.  Daksh got bought by IBM, and MphasiS was acquired by EDS.  Accenture, IBM, Hewlett Parkard and Dell, Convergys and Sitel also created venues in India which created a lot of high paying jobs.  These new high paying jobs in India are the reason why the phenonimon of the reverse brain drain from America to India started accelerating from 2004-2009.
 
KPO Services
Investment research, Business research, Data Analytics, Market research, Valuation, Legal research are the main core of what are considered to be specialties in the KPO business.  IT, Software, and Web services can also be considered to be KPO services, although research oriented jobs better reflect how many think of KPOs. LPO means legal process outsourcing which includes a wide variety of legal back office services.  An LPO is a type of KPO as well.  The distinctions between the various outsourcing terms can get blurry, and terms can have definitions that overlap with other related terms as well.  Putting distinctions aside, KPO is a dream come true for India, where they can get a nice market share of higher paying skilled labor and have evolved past the stage of only getting grunt work and software labor.
 
Biotechnology & Pharmaceutical Research
Indian companies are now engaged in more and more biotechnology, and pharmaceutical analytical work. This is one of India’s most rapidly growing industries in the KPO sector. Israel is also very prominent in KPO as they have many companies who are very advanced in medical research.
 
Where are KPO’s typically located?
To run successful KPO companies, you need a good skilled labor pool.  India dominates roughly 70% of the world KPO market, and each metro in India has a different focus. Delhi is more oriented towards legal, accounting, and call center work.  Bombay is more oriented towards business.  Hyderabad and  Chennai gravitate towards IT, Data, and Transcriptions, while Bangalore is India’s hub for any type of highly skilled technical or analytical work.  Bangalore has the highest amount of highly skilled workers of any Indian metro and the majority of higher paying KPO jobs are in Bangalore.  Visit our Bangalore KPO page to see search results for KPO companies in Bangalore.

Tweets:
(1) KPO means knowledge process outsourcing and is a more sophisticated type of BPO.
(2) KPO generally refers to accounting, legal, software & outsourcing that involves research and good analytical skills.
(3) The HISTORY of KPO, BPO, and LPO
(4) Looking at a long list of KPO services, what defines them as KPO vs. BPO services?
(5) How do you distinguish what would be classified as a KPO vs. a BPO service?
(6) India dominates roughly 70% of the world KPO market, and each metro in India has a different focus.

You might also like:

How to find great offshore companies to do your back-office work!
http://bpo.123outsource.net/2013/09/02/how-to-find-great-offshore-companies-to-do-your-back-office-work/

Roadblocks in the BPO outsourcing profession
http://bpo.123outsource.net/2013/04/24/roadblocks-in-the-bpo-outsourcing-profession/

KPO Definition and Information

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KPO Definition and Information
 
There is another blog primarily about BPO:  it’s definition, and information about what type of specialties would be included in that category. KPO is a more advanced type of outsourcing that involves primarily research and analytics, although it could involve web technology, software development, accounting, legal work, and more.
 
 
KPO companies with a broader scope might get involved in legal research, patent research, document drafting, and litigation support, which are all specialties associated with the more narrow term LPO.  Financial research, and accounting analysis work are also common for KPO companies to take part in. A few KPO companies even get involved in India’s new growth industry which is pharmaceutical research.  However, the most common types of work that a KPO company would do would include market research, business research, business intelligence, data analysis, market segmentation, marketing strategies, etc.  A few firms even do content writing, and other types of technical writing.
 
123outsource.net has a directory of KPO companies that you can browse to find KPO firms in any part of the world.  We have a majority in India, but there are American, Filipino, Latin American, and European companies as well.  Additionally, we have a huge selection of global BPO, call center, data entry, medical billing, medical transcription, web design, software development and other specialties as well.  We currently have roughly 3000 listings of outsourcing companies and the number is growing at more than 100 per month!
 
Outsourcing KPO work to India is very popular, because you can gain the services of a very educated team of individuals for a fraction of the cost of what it would be elsewhere.

KPO India News

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KPO India News
 
Gujarat IT Growth
According to the National Association of Software and Services Companies (NASSCOM), Gujarat will experience significant IT growth in the next ten years.  The improved IT infrastructure and education are the reasons why this is possible. Land, is also more affordable in Gujarathi metros than the four large Indian metros making it a more cost effective place to do business.  90% of IT services work in India are done in the top six IT cities in India such as Bangalore, Chennai, Delhi, Hyderabad, Mumbai, and Pune.  The indications are that in the future, more growth will be occuring in more modest sized cities in India.
 
India-Russia Forum
The Fouth India-Russia Forum on Trade & Investment hosted many discussions about investment and trade between the two giants.  News regarding India KPO companies cooperating with Russia were that both countries should cooperate and collaborate in the establishment of techno-parks, BPO, KPO, IT, and Tememedicine.   Both countries were pleased with their progress in pharmaceuticals.   Industrial cooperation discussions included the two nation’s long history of cooperation in the steel industry and modernizing their pursuits.  Banking, finance, trade and investment were other issues on the table. 
 
Tholons
Bangalore is still the overall outsourcing city in the world according to Tholons with Manila was called the BPO Capital of the world.  Krakow, Poland and Beijing, China were the leading emerging cities.   Tholons is an advisory for investments and research for IT, business services, and KPO. India has the highest concentration of KPOs in the world.  Another interesting point made was that Tier-II cities in established outsourcing countries are now encountering fierce competition from newer outsourcing countries in Eastern Europe, and Latin America.  Other articles have indicated that the quality of the typical skill sets of workers really vary from place to place.  Some nations have a large workforce with great technical skills, while others are better at communication, or manufacturing.

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India and China compete for outsourcing revenues

Overburdened roads effect India’s outsourcing

Labor costs and overall pricing in outsourcing