Bangalore based Sparsh Call Centre was set up as a subsidiary of the major telecom software company IP-Trinity, with ambitious plans of becoming a significant player in the booming BPO (business process outsourcing) space. Its strategy, in line with that of its parent group, was to focus on...

Purpose – This paper sets out to classify business process outsourcing (BPO), linking it to service level agreement (SLA) design needs. Design/methodology/approach – The paper develops a framework based on prior literature to classify BPOs and illustrates it with field research of Indian...