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According to NASSCOM, the sector grew from a modest $1 billion in revenue in 2001 to over $30 billion by 2020. Today, over 50% of Indian call centers use AI-powered analytics, chatbots, and omnichannel platforms (Deloitte, 2023). The ability to flex resources on demand is one of the most overlooked advantages of outsourcing.
We've seen this before The Dotcom bust coupled with 9/11 was a cataclysmic event for outsourcers in 2000 and 2001. The industry had enjoyed rapid growth as a result of the millions of dollars pumped into Internet start-ups and their IPOs.
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