According to Maulik Parekh, vice president and general manager of call center firm TeleTech, much more than having the latest technological advancements is the importance of Human Resource in this business. He quoted that ‘human resource will always be the foundation of operational excellence, particularlyin the global BPO industry’.
He also said that companies ought to invest equally in developing the latest equipments & software, as well as giving importance in programs that will boosts the morale of employees.
