Abstract
Present study like to examine the variables that are significant, in the selection of offshore outsourcing locations for the voice based jobs in India and Philippines. The study has statistically tested human resources factors, finance factors, national level factors, communication, language, culture, client and service provider relationship, service delivery, organizations credentials and regulatory environment. The study has used descriptive research design, survey questionnaire method and deliberative purposive sampling techniques on the total sample size of 178 top and middle level employees of BPOs and Call centres. Data were analyzed using structure equation modeling, multiple regression, weighted least square method and Path analysis. Results of the study shows, overall affects of above discussed factor variables on the selection of location as Philippines are more than choosing India as preference of location for voice based jobs.
Highlights
Major organizations in the developed world have been outsourcing their operations to developing countries mainly as a cost reduction strategy
India has healthy earnings of US$10.9 billion from offshore BPO and US$30 billion from IT and total expected in year 2008
The sample consisted of 178 middle and top level employees of BPO call centres in India and Philippines managing inbound and outbound calls. 89 subjects each were selected from India and Philippines BPOs to contribute to the total sample size of 178 employees
Summary
Major organizations in the developed world have been outsourcing their operations to developing countries mainly as a cost reduction strategy. Philippines, Malaysia, Indonesia, Brazil, Thailand and Mexico have become the priority choice in offshore selection of locations for the outsourcing of voice based jobs in BPOs and Call centres. Managing the services such as call centres, transcription services, medical billing and coding, software development, website design/SEO, data entry services, product information’s under the scope in-bound and out-bound call activities. The business outcomes reveals India as an appealing destination of choice for outsourcing and produce the high cash flow per year, when compared with alternatives destinations of US and South Africa (Kumar et al, 2007). By the year 2011, the Philippines improved upon India to develop into the top call
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