Posted On September 12th, 2013
IBM’s call centre outsourcing business has been sold to Synnex in a $550 million deal. IBM have found the call centre outsourcing business pretty difficult since its acquisition of Daksh. Offshore call centre margins have been gradually squeezed over the past few years and IBM are not alone the larger outsourcing companies to move away from voice based activities. IBM will continue in non-voice activities where margins are higher as is their client satisfaction. In offshore markets, the cost of labour is rising, attrition rates (and the associated costs) are rising & IBM have simply been unable to differentiate themselves from the competition. As a result, their billing rates per hour have stagnated and they have struggled to compete against a huge array of competition. Many non-voice players such as Infosys & HCL have also struggled to succeed in the call centre marketplace and have increasingly pushed to expand their bpo businesses instead.