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What is OUTSOURCING
Delegating a Companys Business
Processes to Third Party
What is BPO?
Contracting of the operations and
responsibilities of a specific business processes to a third-party service provider.
BPO Categories:
Back Office outsourcing
Internal Business Functions
Certain terms :
Offshore Near shore Inshore
Sectors:
Telecom Industry Travel & Hospitality Industry Technology Industry Banking/Financial services Insurance Industry E-commerce & Retail Industry Industrial Sector Distribution Sector & many more
Market Share:
BPO and ITes Contributes 7% to GDP The global BPO Industry is 120-150 billion dollars Indian BPO is US $11.4billion. 824 call centers in India. Indian IT-BPO recorded Growth of 28% in FY 2007-08. Expectations of $30 billion by 2012. Around 6,00,000 people employed, about the same as IT industry but Its growing faster. Indian BPO players are ranked top global players in every single segment because they invest massively in training, quality assurance, productivity improvement and information security.
Vikas Kumar Tyagi
Indias Top 5 BPOs: Worlds Top 5 BPOs 1. Genpact 1. IBM Global 2. WNS(World Network 2. Accenture Solutions) 3. Hewlett Packar 3. Wipro 4. MphasiS 4. HCL 5. Ernst & 5. Firstsource(ICICI) Young/Capgemini
Telecom facilities. Favorite govt. policies Lower wages (cost reduction up to 50% ) Suitable & large human resources Well positioned with IT-enabled services Conductive environment Favorable time lag (12 hrs with USA 5 hrs
with UK)
Problems in India : Poor infrastructure Cultural differences Internal competition for resources Rising labor costs Political and religious instabilities
low brand equity Lack of focused training and certifications No growth opportunity/lack of promotion No personal/ social life No technical/professional gain Lack of focused training and certifications
Vikas Kumar Tyagi
Problems:
Key To success:
Rapid training module. Providing Employee Benefits
PF Insurance Gratuity Accommodation Loans Educational Benefits Performance based incentives Flexi-time Maternity Leave Career growth opportunities
Vikas Kumar Tyagi