ITES : Information Technology

Enabled Services
Software development, Data entry, Programming,
Web development services

BPO : Business Process Outsourcing

Medical Transcription, Call Centers
 Business Process Outsourcing (BPO) is defined as the
delegation of one or more business processes to an external
service provider, who in turn owns, manages and administers
the selected processes, based on defined and measurable
performance metrics
 Outsourcing means services and business process carried out
at a different geographical location other than where the actual
market or demand for such services exists.
 IT Enabled Services is a place which can look
after your all outsourcing needs whether its a
Customer Relationship Management (CRM), Back
Office Operations/Revenue Accounting/ Data
Entry, Data Conversion

 India is well positioned to derive benefits from the

ITES market and become a key hub for these
services.
 Business process outsourcing (BPO) is a form
of outsourcing that involves the contracting of the
operations and responsibilities of specific
business functions (or processes) to a third-party
service provider.

 Originally, this was associated with manufacturing

firms, such as Coca Cola that outsourced large
segments of its supply chain
Various services offered in these segments include:
• Customer care : including database marketing, customer
analytic, telesales / telemarketing, inbound call centre, web
sales and marketing, sales and marketing administration.
• Finance: including billing services, accounting transactions,
tax consulting and compliance, risk management, financial
reporting, financial analysis.
• Human Resources : including benefits administration,
education and training, recruiting and staffing, payroll services,
hiring-administration, records management.
• Payment services : credit/debit card services, Cheque
processing, transaction processing
• Administration : including tax processing, claims processing,
asset management, document management, transcription and
translation.
• Content development : including engineering, design,
animation, network Consultancy and management, biotech
research. The services like GIS, Digitisation, web applications
are also getting included in the list.
 Call center is a centralized office of a company that answers
incoming telephone calls from customers or makes outgoing
telephone calls to customers. They can handle a considerable
volume of calls at the same time and can also log calls. It is
the focal point of customer service for most companies today.
Using a variety of technologies including computer
automation, call centers connect the customer and the
organization to meet customer needs in real time.

Call centers have application in many industries offering

customer service. Many organizations use call centers to
solicit clients or customers for new sales or donations and
contributions. They can also be used to accomplish surveys of
customer satisfaction or public opinion.
 Call centers can be divided into three
groups:
 Those that focus on outgoing calling
 Those that focus on incoming calls
 Those that are established to accomplish

multiple tasks
 Role of Computer in Call Center
 Technology plays a major role in the call
center. Computers are used to access
customer records, product information,
ordering status, transaction history and other
various important data. They play as the
primary and the most essential tool for call
center agents. They even contact customers
through email and can also blend mails with
phone calls. No call center can work without
the availability of computers.
 Significance of Call Center
 Call center have particular significance in three
areas : Customer service and retention : Call
center serve as the means by which the
organization creates a long term relationship with
individual customers.
 Direct marketing : Services or products required
by the customer are directly marketed on phone or
on Internet.
 Source of management information : A call
center with good software accumulates a great deal
of information about customers.

 The evolution and maturity of the Indian BPO sector
has given birth to yet another wave in the global
outsourcing scene: KPO or Knowledge Process
Outsourcing
 The success in outsourcing business process
operations to India has encouraged many firms to start
outsourcing their high-end knowledge work as well.
 Cost savings, operational efficiencies, access to a
highly talented workforce and improved quality are all
underlying expectations in off shoring high-end
processes to India.
 KPO is highly value added processes in which the
achievement of goals is highly dependent on the
skills, knowledge and experience of the people
carrying them out.
 E.g. - TALLY ACADEMY
 Knowledge Process Outsourcing industry (KPO) is
expected to reach USD 17 billion by 2010, of
which USD 12 billion would be outsourced to India
.
 Indian KPO sector is also expected to employ

more than 250,000 KPO professionals by 2010,

compared with the current figure of 25,000
employees
 A report by Evalueserve predicts that India will
capture more than 70 percent of the KPO
outsourcing sector by 2010.
 Research & Development
 Business and Technical Analysis
 Learning Solutions
 Animation & Design
 Business & Market Research
 Pharmaceuticals and Biotechnology
 Medical Services
 Legal Process Outsourcing has attained another
dimension with the increase in outsourcing of legal
work.
 contract drafting, document review, deposition

summary.
 The availability of software & competent personnel

in countries like India has attracted the

outsourcing to greater extent.
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- Genpact
- WNS
- Wipro BPO
- HCL Technologies BPO Services
- ICICI OneSource
- IBM Daksh
-Progeon(Infosys)
- Aegis BPO
- EXL Service Holdings
- 24/7 Customer
 Concentration on core business areas
 World-class technology at lower rates
 Skilled manpower at affordable prices
 Increased productivity
 Beat Competition
 Tax benefits
 Service provider refuses to provide business
 the company may loose control over its process
 chances of partiality owing to more payment by

other parties
 The current employees in the company may have

threat due to outsourcing and may not work

properly
 Security risk – piracy & communication
THANK YOU