ISBN 9781259028205,Some Method Some Madness: Managing Bpo In India

Some Method Some Madness: Managing Bpo In India



Tata McGraw - Hill Education

Publication Year 2012

ISBN 9781259028205

ISBN-10 1259028208


Number of Pages 316 Pages
Language (English)


In a dynamic business world, the world of BPO business is perhaps even more dynamic. This comprehensive edition aims to capture the essence of managing the diverse and ever-changing domain of the BPO business and the day-to-day challenges and possibilities that are faced and offered by the industry. Having an industry perspective, this book serves as a convenient guide for all those who aspire to carve a career in the realm of BPO. About the Author Ankur Mithal has worked as Vice President for seven years for Business Process outsourcing (BPO) outfits in India, between Delhi, Gurgaon and Noida. Table of Contents 1. The Starting Point - Role of a Delivery Leader 2. Capacity Planning and Resource Management 3. Building the Organization - The Delivery Team 4. The Building Blocks - Hiring and Training 5. Ensuring Quality 6. The Support Cast 7. People Practices 8. Financial - Making Sense 9. A Contract that Works 10. Exercising Management Control 11. Some Issues that Should be Discussed 12. Quick Self-help Mantras for BPO Employees 13. Conclusion Common Definitions, Terms and Acronyms