Offshoring Areas in India Indian BPO Industry capable of managing Highly Specialized Assignments and provi ding complete

solution to Knowledge based Services. This involves relevant domai n expertise and skilled manpower with High Value infrastructure. The Indian BPO scenario has grown from transcribing and data entry to rule set b ased processing where agents are allowing to decision making and trouble shootin g based on rules set by the customer and vendors. Hence there is expansion in ar eas where companies are require expert knowledge services. Some of them are lega l services, pharmaceutical marketing, research, analytics for oil companies and many more. In some of the knowledge based services, the agents predict how the p references of credit card user, their behaviour in investment decision using a d atabase. This will also provide data for market research and analysis or mortage processing. Each of the mentioned services itself presents a market opportunity of 6-8 billi on a year. Market generates a revenue of $17 billion from the global Knowledge P rocess Outsourcing by 2010. A basic pyramid represents the Indian BPO/KPO area v erses value. Level 1: At the very basic level, the data entry, conversion including medical t ranscription is categorized. Level 2: Second level areas are data is analyzed by judgments based on rules set by customer. For example in travel ticketing, a customer may have the choice of upgrading class. Here agents also get upgraded from data entry to web support a nd basic customer interaction. Level 3: This level involves more decision and discretion given to the agent. Fo r example, to decide if an loan application is to be cleared or the credit card limit is to be raised. It includes basic problem solving strategies. Level 4: Direct Customer Interaction is involved here. Sorting out new software queries, collection of delinquent payments from credit card customers. Level 5: The top level, requires specialization in the respective areas, like IP laws, legal issues on credit card delinquency, scientific and engineering, data base analysis. There are many challenges ahead, with the BPO l dscape. As the complexity increa ses there is a need to graduate from simple voice based services to more complex tasks. For example in the Financial sector, asset management, mortgage services will need special knowledge and training. In such cases companies require relev ant domain expertise and skilled manpower with respect to specific tasks. India has vast talent pool, there are way many graduates are available. It is an uphil l task to train these fresh graduates to undertake a range of activities. Risk i n terms of vendors handling sensitive data and competitive client information is enhanced. As the lax in IT laws should make it more easier for the clients take quick decisions on sending sophisiticated work to India. Another aspect is the additional investment to execute processes. There in need for additional investm ent to provide sophisticated hardware and software. This enables us to analyse t he market models and simulation. The key to success in the BPO companies lies in being able to hire the right people for the right job. this also provides a opp ortunity for the HR groups.