Abstract
Earlier chapters in this book described how developments in information technology-enabled services (ITES) provided by business process outsourcing (BPO) companies have played out in different countries. First, we discussed the major ‘source’ countries for BPO — including the US, the UK and Canada. We then examined developments in several of the most important ‘destination’ countries for global sourcing of ITES, or, as it is more commonly known, ‘offshoring’ — India, the Philippines, Brazil and Argentina (in chapter order). These four chapters identified the most important trends in ITES—BPO in each country, including the size, scope and features of those companies using remote work enabled by ICTs; the size and characteristics of the BPO ‘industry’ and the workforce engaged in remote work arrangements (RWAs); the organization of work and the working and employment conditions in these companies; and a few important indicators of firm performance — especially the key issue of staff turnover.
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