- ISBN-10: 8120338154
- ISBN-13: 9788120338159
- Author:
- Language: English
The text, organized into sixteen chapters, contains a wealth of useful and practical information on the following facets of the BPO industry:
• Strategic, tactical, control and operational aspects of BPO administration
• BPO business models
• Regulatory and legal framework of the BPO industry
• Terms, conditions, responsibilities and obligations involved in the BPO contract and service level agreement
• Service issues regarding supplier selection and process quality
• Criteria for performance evaluation of service providers
• Challenges involving upward shift in service value chain as well as human resource management
Chapter-end review questions help in easy comprehension of the underlying principles. The appendices contain important additional information about the BPO industry.