The purpose of this chapter is to closely examine the evolving role of human resources (HR) at Infosys BPO in light of the emerging needs of the Indian information technology enabled services–business process outsourcing (ITES-BPO) industry. The chapter also describes the innovative HR practices taken up by Infosys BPO over the period of six years since its inception in 2002, to effectively manage its people-related challenges and enable business growth. The last six years have witnessed the Indian ITES-BPO sector growing at a phenomenal rate of 40 per cent year on year. The early entrants were the multinational corporation (MNC) subsidiaries, popularly known as the ‘captives’. What followed as the next ...