BPO services moving back to India

I quote portions of an article written by Jochelle Mendonca of The Economic Times (ET):
“Last year, the Associated Chambers of Commerce and Industry in India estimated that the country had lost over 50 percent of the international voice centre business to the Philippines.

“But that may be changing as the Philippines grapples with rising attrition levels and wage costs and a large concentration of clients being served out of a very small region, leading to business risks.

“Business process outsourcing companies also point out that Indian employees are better at jobs that require some aspect of sales, as clients look to convert their call centres from purely a cost centre to a unit that could also drive some revenue for them.

“Also helping the shift back to India is the fact that “pure voice” services are falling out of fashion, and the newer multichannel offerings — which combine email and chat – have a technology aspect that is better suited to delivery out of India.

“The Philippines had an edge in pure voice customer service. But if you have technology-enabled services for customer support, or for services like technology support, for that we see the centre of gravity moving back here,” said KS Viswanathan, vice-president at industry body Nasscom.

“Convergys, a US BPO company with centres in India, is one of the companies adding agents to its multi-channel customer service offerings in India, its India head Hanumant Talwar had told ET.”

I believe Convergys Philippines and IT-BPAP should rebut these statements immediately.