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Analysis Of Indian BPO Industries

PRESENTED BY: S.Naresh Jain Aniq Ahmed

Key Terms
Outsourcing Offshoring Nearshoring Homeshoring Recruitment Process outsourcing Software testing outsourcing Website management outsourcing Capital Service Leagal outsourcing

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.

Reasons for outsourcing

Reduce and control operating costs Improve companies focus Free internal resources for other
purpose

BPO Categories:
Back Office outsourcing
Internal Business Functions

Front Office outsourcing

Customer Related services

DIFFERENCE BETWEEN BPO & CALL CENTRE

Business process

Call centre ? outsourcing (BPO) A call center is a outsourcing that centralized office involves the used for the contracting of the purpose of operations and receiving and responsibilities of a transmitting a specific business large functions to a volume of requests third-party service by telephone. provider.

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.

Different Types of Services Being Offered By BPO's

Customer Support Services Technical Support Services Telemarketing Services Employee IT Help-desk Services Insurance Processing Data Entry Services / Data Processing Services Data Conversion Services Form Processing Services Internet / Online / Web Research

Distribution of BPO providers in %

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

Leading BPO-ITes cities in India:

Tier I cities like
Bangalore, Chennai, Hyderabad, NCR, Pune, Mumbai, Kolkata. These are leading IT cities. With rising infrastructure costs BPOs are shifting operations to.

Tier II cities like

Nashik, Aurangabad, Mangalore, Chandigarh, Jaipur, Mysore etc. Offers lower Business process overhead(rent, electricity). Have a less reliable infrastructure system.

Why India is more preferable

English speaking population Educated technically skilled employees
(large no. of graduates, engineers)

Telecom facilities. Favorite govt. policies Lower wages (cost reduction up to 50% ) Suitable & large human resources Well positioned with IT-enabled services Conductive environment Large unemployment rate.

Problems in India : Poor infrastructure Cultural differences Internal competition for resources Rising labor costs Political and religious instabilities

Why it attracts people

It dont require any academic

specialization No specific age bar Offer good work environment Good wages along with some excellent benefits Provide transport facilities Attractive lifestyle Flexibility of time Self independence

Why people dislike or leave this

Tedious Monotonous Sleepless nights /Physical strains Some people leave for
Higher education Higher salary Better status.

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

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

SWOT Analysis

STRENGTHS: Large no. of talented graduates Affordable and quality education as compared to developed countries English language benefit Well-developed IT industry Strong customer base of well known companies Powerful venture capital interest in investing in growth opportunity WEAKNESS: Scare foreign language skills other than English. Lack of customer service culture Expensive and poor quality Poor electricity supply Cultural differences High attrition rates, therefore less no. of people with extensive call centre experience

SWOT Analysis

OPPORTUNITIES : Horizontal and vertical expansion of existing customer base into new markets Time zone difference between India and target markets Increasing awareness of outsourcing services

THREATS: Political instability India's competitors in Eastern Europe, Latin America and the Asia Pacific regions offering cheap BPO services Increasing technology automation.