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BPOs aim at higher returns for clients

First generation of BPO was based on cheap labour and cost savings. Second generation of BPO was based on getting better productivity. But now the third generation of BPO is based on fetching higher returns for clients.

BPO Version 1.0 (The first generation)

There was just one vendor and the deals made were very big.
BPOs focused on answering phone calls, data entry and writing medical records.
Cheap labour and cost saving were the main goal.

BPO Version 2.0 (The second generation)

The deals were still big but were not as big as compared to the deals made in first generation.
BPOs in this phase focussed on decision making and problem solving (like processing insurance claims or enhancing limit on credit cards) along with data entry, phone calls, etc.
Better productivity was the main goal.

BPO Version 3.0 (The third generation)

The deals are split between multiple vendors and the deals are becoming smaller. As the deals are being split, small vendors are trying to join the big vendors to get a little share of big deals.
BPOs are recruiting experts who have 15+ years of experience. More knowledge work is being done now.
The billing rates are also higher.
Fetching maximum returns for clients is the main goal.

BPOs have come a long way from answering calls to knowledge work. This helps them to be a major part among the business solutions envisioned by many an establishment all around the world. Investments in human resource and infrastructure has helped BPOs emerge as centres of brain activity in the third generation, coming a long way from the mechanical activities they did in yesteryears.

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BPOs aim at higher returns for clients