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Essay

Innovation in BPO

Essay specific features

 

Issue:

Business

 

Written by:

Frances M

 

Date added:

April 29, 2016

 

Level:

University

 

Grade:

A

 

No of pages / words:

74 / 20618

 

Was viewed:

5021 times

 

Rating of current essay:

 
Essay content:

This has been the salient characteristic of the first phase of global BPO development which took place in the 90’s through the early 2000’s, where clients and providers alike placed emphasis on cost, efficiency and productivity. As clients in the US and Europe searched for ways to bring down cost further, they turned to providers in India, Philippines, and others to provide low labor costs to perform customer care, HR, and accounting BPO services...
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This is when the second phase of BPO development took place starting in the early 2000, which is characterized by the focus on quality. Adoption of quality standards is the direction of local BPO players now through the implementation of quality standards and practices such as Six Sigma, Total Quality Management, ISO 9000, and Capability Maturity Model...
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