Well, I believe there was this hype surrounding outsourcing in its initial years that led a lot of firms to initiate deals that had no real strategic value. Thus, the higher number of contracts but lower value and higher dissatisfaction.

Now, clients are proving more cautious and embarking only on ventures that are well thought through and better serve business needs. Hence, the relatively lower number of contracts but higher value.

Also, does the TPI figure include only third party centers or captive centers as well? My company, for example, has operations in India and decided to go the captive route.
Dan | 05.05.07 - 12:59 pm | #