Recently there has been much debate about the sustainability of a business model that is based purely on labour arbitrage as the means to a cost advantage. Sourcing decisions made solely for cost benefits are susceptible to loss of quality and control and the possibility of not being aligned with the strategic objectives of the organization. From the service provider perspective, there is always a risk that the cost advantage declines as a result of environmental or macro-economic changes.

What could be a sustainable model in the BPO space where cost advantages based on labour arbitrage seems to be a key driver for business decisions today? What is the win-win situation for clients and the service provider?

iGATE's Integrated Technology and Operations Model is a unique business solution where the service partner is responsible not just for the underlying technology components. Through this model, Inceptive Solutions Global Services in partnership with iGATE is able to provide substantial and sustainable advantages to clients by way of year-on-year cost savings and efficiency improvements, through a combination of process optimization, technology automation and a globally distributed delivery model.

The integration of process and technology in an outsourcing engagement leads to better efficiency, higher economic advantage and improved organizational ability to manage business transformation. This is because a holistic view allows one to trade-off the benefits of automation, reengineering and people investments.