One of the main determinants of success in the increasingly aggressive BPO market is the cost of recruiting and training staff. This is particularly in evidence when Western companies are asking for, and getting, substantial labour arbitrage savings. Any way that Indian (or Malaysian, or Chinese) BPO providers can hold on to their main asset - their employees - the more successful the whole market will become. Employee churn hurts not only the provider but also their clients and that does no-one in the industry any good.
