India, July 17 -- Mumbai (Maharashtra) [India], July 17: The outsourcing industry in India, and even around the globe, has been dominated by Hyderabad and Bangalore for a while now. Massive delivery centers are located here, which run 24/7 shifts and have service level agreements (SLA) that specify the amount of time (in minutes) that will have elapsed from when an SLA is created to the time that the Customer receives its product. The work is never-ending and operations are tightly controlled.

There is, however, a hidden statistic - a statistic that is not included in the SLA reports - that reflects the true impact of presenteeism and excessive coordination on productivity in a BPO. Each and every single working time block during a shift...