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Outsource Services Home Articles The BPO Industry in India

The BPO Industry in India

In India, Business Process Outsourcing (BPO) is the fastest growing
segment of the ITES (Information Technology Enabled Services) industry.
Factors such as economy of scale, business risk mitigation, cost
advantage, utilization improvement and superior competency have all lead
to the growth of the Indian BPO industry. Business process outsourcing in
India, which started around the mid-90s, has now grown by leaps and
bounds.

India is now the world's favored market for BPO companies, among other
competitors, such as, Australia, China, Philippines and Ireland. The BPO
boom in India is credited to cheap labor costs and India's huge talent pool of skilled, English-speaking
professionals. Research by the National Association of Software Services and Companies (NASSCOM) has
revealed that quality orientation among leading BPO companies, 24/7 services, India's unique geographic
Would you be interested in reading
location and the investor friendly tax structure in India have all made the BPO industry in India very
more?
popular. How to Evaluate an Indian
Outsourcing Firm
What is business process outsourcing? Key factors to evaluate in your
The term Business Process Outsourcing or BPO as it is popularly known, refers to outsourcing in all elds. prospective outsourcing partner.

A BPO service provider usually administers and manages a particular business process for another
company. BPOs either use new technology or apply an existing technology in a new way to improve a Bangalore: the Indian
outsourcing hub
particular business process. India is currently the number one destination for business process
A few big reasons for Bangalore's
outsourcing, as most companies in the US and UK outsource IT-related business processes to Indian
success in attracting BPO & ITES.
service providers.

How to Evaluate Communication

Services offered by Indian BPO companies
Skills of a Vendor
Indian BPO companies oer varied services, such as, customer support, technical support, telemarketing, Valuable tips to help you get your
insurance processing, data processing, forms processing, bookkeeping and internet / online / web message across and make the
research. right choice.

1. Customer support services: 24/7 inbound / outbound call center services that address customer Riding the IT-Enabled Services
queries and concerns through phone, email and live chat. Wave
2. Technical support services: Installation, product support, running support, troubleshooting, usage Milestones and future prospects
in the Indian ITES arena.
support and problem resolution for computer software, hardware, peripherals and internet
infrastructure.

3. Telemarketing services: Interacting with potential customers and creating interest for the customer's
services/ products. Up-selling, promoting and cross selling to existing customers and completing
online sales processes.

4. IT help desk services: Level 1 and 2 multi-channel support, system problem resolutions, technical
problem resolution, oce productivity tools support, answering product usage queries and
performing remote diagnostics.

5. Insurance processing: New business acquisition and promotion, claims processing, policy maintenance
and policy management.

6. Data entry and data processing: Data entry from paper, books, images, e-books, yellow pages, web
sites, business cards, printed documents, software applications, receipts, bills, catalogs and mailing
lists.

7. Data conversion services: Data conversion for databases, word processors, spreadsheets and software
applications. Data conversion of raw data into PDF, HTML, Word or Acrobat formats.

8. Bookkeeping and accounting services: Maintenance of the customer's general ledger, accounts
receivables, accounts payables, nancial statements, bank reconciliations and assets / equipment
ledgers.

9. Form processing services: Online form processing, payroll processing, medical billing, insurance claim
forms processing and medical forms processing.

10. Online research: Internet search, product research, market research, surveys, analysis, web research
and mailing list research.

Interesting facts about the Indian BPO industry

The BPO sector in India is estimated to have reached a 54 per cent growth in revenue

The demand for Indian BPO services has been growing at an annual growth rate of 50%

The BPO industry in India has provided jobs for over 74,400 Indians. This number is continuing to
grow on a yearly basis. The Indian BPO sector is soon to employ over 1.1 million Indians

70% of India's BPO industry's revenue is from contact centers, 20% from data entry work and the
remaining 10% from information technology related work

Indian BPOs handle 56% of the world's business process outsourcing

The top fifteen BPO companies in India
NASSCOM recently conducted a survey and evaluated the leading BPO service providers across India. The
top fteen business process outsourcing companies in India are:

WNS Group

Wipro Spectramind

Daksh e-Services

Convergys

HCL Technologiess

Zenta

First Source

MphasiS

EXL

Tracmail

GTL Ltd

vCustomer

HTMT

24/7 Customer

Sutherland Technologies

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