That picture is now changing, as providers of business process outsourcing (BPO) services move beyond call centers and routine data-crunching tasks toward higher-end services. Among this emerging group of BPO firms is Evalueserve, which has its headquarters in Bermuda and keeps its main operational center in Gurgaon, some 10 miles outside New Delhi, India's capital. It also has a U.S. subsidiary based in New York and a marketing office in Austria to cover the European market....
Experts say these new trends are significant, and they will continue to grow over time. "Activities considered for 'offshoring' have moved up in value and begun to touch core functions, such as highly analytical processes," says Stefan Spohr, a principal in the financial institutions group of A.T. Kearney, a global management consulting firm in Chicago. "More complex customer services are substituting simple data processing and call center activities." Spohr adds that the higher-end functions being performed offshore these days include information research, financial portfolio analysis, customer data mining, statutory reporting and inbound insurance sales, among others.
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