A Passage from India: Outsourced Customer Management Finds a Surprising New Home in South Asia

This IDC study will consider the case for Pakistan as a rising star on the offshore outsourcing playing field by examining the issue in two parts: first, through a look at fundamental economic statistics, and second, through an overview of the expanding influence of networks made up of private sector, public sector, and academic professionals. The results of efforts from such networks will continue to spill over into the area of business process outsourcing (BPO) generally, and contact center outsourcing specifically. These groups are contributing directly and indirectly to the meshing of Pakistan with the global economy.

"The growing awareness of corporate responsibility and the management of global image and brand matters because it is this sentiment that also is contributing to the growth of influential professional networks that involve so many from the developing world and the United States and Europe," said Stephen Loynd, program manager for IDC's CRM and Customer Care BPO program. "Those networks, in turn, will have more and more of a spillover effect into the spread of BPO. A location like Pakistan that not only has solid country fundamentals for BPO but also is producing particularly robust networks of private sector, public sector, and academic professionals will in all probability be a formidable presence on the future playing fields of offshore outsourcing."