Customer Relation in Knowledge Process Outsourcing

In the present scenario KPO has made a great progress in terms of supporting role of leading firms to newly established one. According to evalueserve, the share of the Indian KPO sector is expected to increase to 71 percent with revenues of USD 12 billion, by 2013.Evalueserve estimates that the Indian KPO market is expected to grow at a CAGR of 49.5 percent between 2003 and 2013, compared to a CAGR of 30.6 percent for the Indian BPO market, and a CAGR of 44.5 percent for the global KPO market, over the same period. The services sector accounted for about 51 percent of India's GDP in 2003, a figure that was much higher than 28 percent in 1950, and also one of the highest among the developing economies. Outsourcing of high-end jobs is a win-win situation for both the end client and the KPO vendor. This paper presents basically a case study report on KPO. It includes the process of KPO, customer's relation, study and analysis of working of KPO. At the end it has been presented that how KPO maintains their customer relation and finally customer's satisfaction level is concluded.