Measuring the success of the Business Correspondence (BC) model: A literature review

<i>Business Process Outsourcing</i> (BPO) is a phenomenon of growing interest, as it enables an organization to reduce its costs and focus on its core activities. It helps to add value to organizations by giving a competitive edge to survive fierce competition, present globally. In addition to the various sectors that BPO has tapped into (such as manufacturing, HR and IT), BPO’s capabilities are being used for financial inclusion, i.e. to bank the unbanked people. An example of such a BPO initiative designed to promote economic sustainability is the <i>Business Correspondent</i> (BC) model. It is a business process outsourcing model which was implemented to cater to the financial needs of the underprivileged people, prevalent in developing countries. The BC model in the Indian context is the focus of investigation in this study. The BC model is still at its nascent stage and given the significance of the model in providing equitable growth opportunities to all, it is important to evaluate its success. However, there has been no research that aims to measure the success of the BC model. This paper deals with this lacuna and is the first attempt to address this. Applying a systematic literature review approach, and adapting from BPO and BC literature, it derives a preliminary conceptual model of BC model success