"Owing to fierce competition from the Philippines market and the pandemic-induced volume contraction, voice-focused players in the customer relationship management (CRM) segment of the IT enabled services (ITeS) sector will likely be at a disadvantage in the current fiscal year (FY21).
Small and medium enterprises (SMEs), accounting for about 70 per cent of ITeS sector revenues and having major exposure to CRM, are expected to be the worst-hit."

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