A.

Drivers of BPO Growth in India

A driver is most commonly a factor that contributes to the
growth of a particular business.
There are mainly six important business drivers that are
pushing enterprises to consider the BPO option in India.
These are :
1. ABUNDANT TALENT
Indias young demographic profile is an inherent advantage
complemented by an academic infrastructure that generates a
large pool of English speaking talent. Talent suitability concerns
are being addressed through a combination of government,
academia and industry led initiatives. It includes efforts by
NASSCOM and other education agencies like UGC and AICTE to
facilitate industry inputs on curriculum and teaching.
2. SUSTAINED COST COMPLETITIVESS :
India has a strong track record of delivering a significant cost
advantage, with clients regularly reporting savings of 25%
50% over the original cost base, the ability to achieve such
high levels of cost advantage by sourcing to india is driven by
the ability to access highly skilled talent at lower wage cost.
3. CONTINUED FOCUS ON QUALITY
Demonstrated process quality and expertise in service delivery
has been a key factor driving Indias leadership in global
service delivery. Since the inception of industry in India,
players within the India has been focusing on quality initiatives,
to align themselves with international standards.
4. WORLD CLASS INFORMATION SECURITY ENVIRONMENTS :
Indian authorities have built a strong foundation for an infosource environment in the
country. These
include
strengthening the regulatory framework through proposed
amendments to further strengthen the IT Act 2000

5. RAPID GROWTH IN KEY BUSINESS INFRASTRUCTURE

BPO sector has been a key beneficiary with the cost of
international connectivity declining rapidly and service level
improving significantly. The growth is taking place not only in
existing urban centre but also in satellite towns and smaller
cities.
The enabling policy environment in India was instrumental in
catalyzing the early phase of growth in this sector. Policy
makers in india have laid special emphasis on encouraging
foreign participation, with participating firms enjoying minimum
regulatory and policy restrictions along with a broad range of
fiscal and procedural incentives.
B. ISSUES AND CHALLENGES IN BPO GROWTH :
1. INFRASTRUCTURE CHALLENGE :
Indias ITES-BPO industry continues to attract significant
business from both the US and Western Europe. While national
issues with infrastructure, e.g. telecommunications system etc
is being addressed, the local infrastructure ( roads, bridges,
airports, urban transportation, etc ) is becoming a bottleneck
to the expansion of capacity. Getting a connection is still not
hassle-free job.
2. MOVING UP THE VALUE CHAIN:
Customers are looking for vendors who can provide end to end
solutions. Indian vendors are using several methods like tieups with existing players, acquisitions, investing in research
and development and leveraging industry best practices for
expansion.

3. SHRINKING PROFIT MARGINS:

To sustain in the highly competitive market, the players are
looking for newer revenue sources and opportunities to keep
cash flowing in. Again with service level agreements becoming
stringent and sales cycles stretching far in international deals,
the BPO service providers need deeper pockets and financial
muscles. High initial capital investments in the industry, long
gestational periods, competition leading to reduced billing
rates, appreciation of rupee against the US dollar have led to
increased
margin
pressures
and
increased
industry
consolidation.
4. HUMAN RESOURCE ISSUES :
Another major problem is the high attrition and growth
aspirations of the workforce. Odd hours at job and stress are
supposed to be major causes of high attrition rate which
increases recruitment and training costs. The service providers
need to spell out a comprehensive human resource policy that
outlines a clear career progression path for the employees.

ACKNOWLEDGEMENT
I take this opportunity to express my heart-felt gratitude,
regard and respect to my ever beloved supervisor, Prof.
Subhajit saha Department of Commerce of Rammohan College,
for his guidance, generous help co-operation and constant
inspiration throughout the work of the project on account of his
timely supervision it would have possible on my part to
complete the project with in due course of time.
It is a great pleasure to express my ineptness to my respected
teachers associated in the department of commerce who have
enriched my academic knowledge and outlook.
Last but not the least I am grateful to my parents and friends
for being my side always. Without their help and motivation it
would have been impossible to complete this project.

February, 2014

Soma Saha

Annexure IA
SUPERVISORS CERTIFICATE
This is to certify that Ms. Soma Saha a student of B. Com.
Honours in Accounting & Finance of Rammohan College under
the University of Calcutta has worked under my supervision
and guidance for the Project Work and prepared a Project
Report with the title BUSINESS PROCESS OUTSOURCING
WITH SPECIAL REFERENCE TO IT-BPO
This project report, which she is submitted, is her genuine and
original work to the best of my knowledge.
Place : Kolkata

Signature :

Date :

Name
Designation
Name of the College

Prof. Subhajit Saha

Professor

Rammohan College

Annexure IB
STUDENTS DECLARATION
I hereby declare that the Project work with the title
BUSINESS PROCESS OUTSOURCING WITH SPECIAL
REFERENCE TO IT-BPO submitted by me for the partial
fulfilment of the degree of B.Com Honours Accounting &
Finance under the University of Calcutta in my original work
and has not been submitted earlier to in any University /
Institution for the fulfilment of the requirement for any course
of study.
I also declare that no chapter of this manuscript in whole or in
part has been incorporate in this report from any earlier work
done by other of by me. However, extracts of any literature
which has been used for the report has been duly acknowledge
providing details of such literature in the references.
Place : Kolkata

Signature :

Date :

Name
Address

Soma Saha

: 2/2/H/7 Nirode Behari

Mullick Road, Kolkata 6

Registration No

: 113-1221-0315-12

Roll No

: 1113-51-0058

Customer Support Services:Customer service offerings create a virtual customer service

centre to manage customer concerns and queries through
multiple channels including voice e-mail and chat on a 24/7
and 365 days basis.
Example
- Customer calling to check their order status,
customers calling to check for information on products and
services, customer calling verify their account status, customer
calling to check their reservation status etc.
Technical Support Services:Technical Support offerings include round-the-clock technical
support and problem resolution for OEM customers and
computer hardware, software, peripherals and internet
infrastructure manufacturing
companies. These include
installation and product support, up and running support,
troubleshooting and usage support.
Example - Customer calling to resolve a problem with their
home PC, customers calling to understand how to dial up their
ISP, customers calling with their software or hardware.
Telemarketing

Services:-

Telesales and telemarketing outsourcing services target

interaction with potential customer for prospecting like either
for generating interest in products and services, or to up-sell to
an existing customer base or to complete the sales process
online.

Example - outbound calling to sell wireless services for a

telecom provider, outbound calling to retail households to sell
leisure holidays, outbound calling to existing customers to sell
a new rate card for a mobile service provider or outbound
calling to sell credit or debit cards etc.
Employee IT Help-desk

Services:-

Employee IT Help-desk services provide technical problem

resolution and support for corporate employees.
Example - of this service include level and 2 multi channel
support across a wide range of shrink wrapped and LOB
applications, system problem resolution related to desktop,
notebooks, OS , connectivity ets, office productivity tools
support including browsers and mail, new service requests, IT
operational issues, product usage queries, routing specific
requests to designated contacts and remote diagnostics etc.
Insurance Processing:Insurance processing services provide specialized solutions to
the insurance sector and support critical business process
applicable to the industry right from new business acquisition
to policy maintenance to claims processing.
Data Entry and Data Processing Services:Data entry from paper/books with highest accuracy and fast
turnaround time (TAT)
Data entry from image files in any format
Business transaction data entry like sales / purchase / payroll
Data entry and compilation from web site
Business Card Data Entry into any format
Receipt and Bill Data Entry
Manu scripting typing in word

Book Keeping and Accounting Services:General Ledger

Accounts Receivable and Accounts payable
Financial Statements, Bank Reconciliation, Assets/Equipment
Ledger etc.
Form Processing

Services:-

Insurance claim form

Medical form / Medical billing
Online Form Processing
Payroll processing etc.
Online Research:Internet search, product research, market research, survey,
analysis web and mailing list research.

Career Objective
After successfully completing my Higher Secondary in the area of
Commerce, I will be concentrating a Career in the field of accounting.
Education Qualifications :
Pursuing Class XI in Commerce from Taki House Govt. Spons. Girls High
School.
Examination
Madhyamik
(10th)

Board / Council

School

Year of Passing

West Bengal
Board of
Secondary
Education

St. Margarets
School

2013-2014

% of
Marks
79 %

Computer Skills :

Microsoft Word
Microsoft Excel
Power Point Presentation
Visual Basic

Subjects of Interest :

Computer Application
Accountancy
Costing and Taxation

Co-Corricular Activities :

Drawing, Dancing

Achievements :

Won Prize in School Level Sports and Drawing

Personal Details :
Father S Name
Address
006
Date of Birth
Nationalities
Time off
Computer Game
Languages Known

:
:

Swapan Saha
2/2/H/& Nirode Behari Mullick Road, Kolkata 700

:
:
:

19.04.1998
Indian
Singing, Dancing, Listening of music, Playing

Bengali, English, Hindi

Declaration

Hereby declare that the above mentioned information is

correct up to
my knowledge and i bear the responsibilities for the
correctness of the
above mentioned particulars.

Place : Kolkata
Date :
Saha )

( Rima

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Hydrogen Chloride : Nacl + H2 So4 = Na HSo4 + HCL

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Computer Equation : -

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