Call centre business is gaining momentum as a number of large companies have outsourced work to third parties recently. The Business Process Outsourcing (BPO) industry, including call centres, is now worth around $12 million, of which 50 percent is accounted for by the domestic market, according to its trade body. The local demand for such services is growing by around 20 percent every quarter.
Mobile operators Airtel and Citycell have recently outsourced their call centres to local companies, while Robi has outsourced work to an Indian company. Biman Bangladesh has also outsourced a part of its call centre. At the same time, companies in the fast-moving consumer goods and health sectors are signing up local call centres to maintain their back offices. Bangladesh provides several BPO services such as customer services, telemarketing, telemedicine, back office operations, virtual assistance and CCTV monitoring. The country has potential in several other sectors such as legal processes, human resources, supply processes, finance and administration, and will grab the market soon.
Bangladesh Telecommunication Regulatory Commission (BTRC) has recently encouraged the industry by easing the licensing process.
[Source: The Daily Star-November 02, 2013]
Sayed Farrukh Ahmed
Faculty of Business & Economics
Daffodil International University