BPO: Evolution, Setting up, Cative BPO

Evolution

Setting up a BPO

Captive Call/Contact centers

A company which plans to send jobs to India has two options – either do it on its own (captive centre) or outsource it to the companies in India which have the relevant skills. You could consider combining the two models too.
Captive centers are those centers that are operated for servicing their own clients and not third party clients.

Few questions that you need to dwell upon before deciding on starting your own centre are:

Is it a one one-off outsourcing assignment or a long term assignment?
How much flexibility do you want for future downsizing or expansion?
Are you using any proprietary technologies? If so, captive could be better.
Do you want to control the day to day operation?
Is it better to build a captive centre from scratch or acquire one?
Few of the captive centres in India are,
3Com in New Delhi
Accenture in Bangalore. Currently has a 5,000 seater BPO facility [not sure how many employees] supporting internal HR needs.
American Express in
ABN Amro Central Enterprise Services (ACES) in Gugaon and Delhi with 2,000+ employees. Handles credit risk management