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This has been the salient characteristic of the first phase of global BPO development which took place in the 90’s through the early 2000’s, where clients and providers alike placed emphasis on cost, efficiency and productivity. As clients in the US and Europe searched for ways to bring down cost further, they turned to providers in India, Philippines, and others to provide low labor costs to perform customer care, HR, and accounting BPO services.
As established BPO providers are besieged by new entrants from China, Latin America, and other relatively lower cost countries, new sources of service differentiation become crucial to maintain and get more clients...
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