It’s nice to know that the our leaders are finally thinking of the stuff I’ve been hearing form Indian Business leaders probably 5 years ago. Hope we could catch up.
“Labor arbitrage erodes over time. What we need are people who can contribute to the bottom line. Success comes from a combination of labor arbitrage and cost efficiency. These would make for a successful long-term play,” he added.
He said critical thinking was an important trait for BPO workers to imbibe, as this provided added value to what they could do. Beyond answering calls and doing basic voice functions, critical thinking could be applied to other aspects of the BPO chain.