BPO Contract Awards by U.S. Customers Decline: NelsonHall

From: Global Services
By: Balaka Baruah Aggarwal

Contrary to industry perception, the BPO contract awards are down by a staggering 50% in the last two years.

This is because BPO contracts are not awarded in 30% of instances where BPO is evaluated. Some of this decline can be attributed to political factors, but capability factors are also critical, says Nelson Hall.

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