TRENDS OF BPO IN INDIA

PRESENTED BY : RAKESH DHALBISOI 90 (EMBA XIIIB)

Coolie Centre s? Or Call Centre s?

 Call

centers had made India the Housekeepers to the World. World.  Nevertheless, the new industry has been hailed as the sunshine sector, expected to produce 2 million jobs in 6 years. years.  The indians receive just 20% of western 20% wages 100 -200 pm (for customer care specialists) and 240-330 pm (team 240leaders). leaders).

Coolie Centre s? Or Call Centre s?

 Indian

operators have been asked to adopt English names, so customers can easily understand. understand.  India Today does concede that the work hours can be trying and stress levels high due to demanding and even rude Euro & American customers battling with the Indian accent. accent.

Will India s Call Centre s Flourish or Flood???

The advantages of having a call center in India: India:  The largest English-speaking population Englishafter the USA. USA.  A vast workforce of educated, EnglishEnglishspeaking, tech-savvy personnel: A boon in techpersonnel: a high-growth industry faced with a highshortage of skilled workers. workers.

Will India s Call Centre s Flourish or Flood???

 Cost-effective Cost-

manpower: In India, the manpower: manpower cost is approximately one-tenth oneof what it is overseas. overseas.  Technical support: support: India producers 100, 100,000 engineers each year. They can be year. used in call centers for troubleshooting/tech support, as the salaries are dramatically lower than in Europe or the US. US.

Medical Transcription Business

Medical transcription is the process whereby one accurately and swiftly transcribes medical records dictated by doctors and other medical professionals. professionals. The material transcribed includes, amongst others, patient history and physical reports, clinic notes, office notes, operative reports, consultation notes, discharge summaries, letters, psychiatric evaluations, laboratory reports, X-ray reports and pathology reports and other similar kinds of medical records. records.

Back Office Operations

 Business

Process Operations  The Evolution  Types of back office services: services: - Administrative - Finance

Why India ???

Why India ???

Benefits of Outsourcing in India

      

Excellent Telecom infrastructure in major cities. cities. Large Pool of computer literate and English speaking professionals. professionals. Well recognized Information technology skills. skills. Wide gap between personnel costs in India and developed countries. countries. Combination skill sets easily available. (For available. example computer and legal or medical skills.) skills. Government supportive of such activities. activities. Excellent training infrastructure

Perceptual Map

Outsourcing in India
Activity 1997-98 (actual) 75 20072008 (estimate) 4250 Back Office Operation / Revenue Accounting / Data entry/ Data Conversion Medical Transcription/ Legal Transcription/ Insurance Claim Processing Call Centers Database Services Web Content Development

19

2250

01 05 37.5

2000 1250 4000

The Current Locations of BPO s in India

Class Locations 65 59 39 34 42 29 32 3 Bangalore Mumbai Hyderabad Chennai Gurgoan New Delhi Noida Ghaziabad

Future Locations

What lies in the future ???

   

Focus on verticals and develop a niche capability to succeed in the outsourcing industry. industry. Indian BOP s need to widen their scope. scope. Unless they re-engineer a transformation they rewill fail to exist as an industry. industry. They will have to take the consultative approach and begin to extract processes across corporate boundaries and eventually offshore. offshore. So far offshore outsourcing has been limited only to three horizontals customer interaction, content development and HR. HR.

Popularize India brand in BPO



India as a good BPO brand, not only will help in the growth of existing companies, but will be a helping factor in setting up new ones. ones. The future for Indian BPO s will most probably see three different kinds of players: players: - The first one will be global transformational outsourcing suppliers with specific areas of specialization. specialization. -The second will be simply labour arbitrage players who offer continuous improvements benefits - The third will be niche players who offer dedicated functional services like HR, finance and accounting and so on. on.

Growth of the BPO



A preview of the Global IT services and BPO Track at Gartner Summit 2003, July 16-17 in 2003, 16Mumbai shows that India has the potential to generate US$13,8 billion for offshore BPO US$13, exports in 2007. For the current year, India s 2007. revenue from the offshore BPO will grow from slightly under $1 billion in 2002 to $1.2 billion in 2003 and will represent 66% of the global 66% offshore BPO market. market. The global offshore business process (BPO) is expected to reach $1.8 billion in 2003, a 38% 2003, 38% increase from the 2002 total of $1.3 billion. In billion. 2003, 2003, offshore BPO will represent 1.5 % of the total BPO market. market.

Conclusion
After reading so many articles that stated the acts of the TRENDS IN BPO IN INDIA . We feel that BPO s are definitely a boon to India. India. India has been the number one outsourced country in the world and we should try to sustain this place as it adds to the economic growth of the country. country.

Conclusion
It also makes use of the huge human resource that India is rich in thus enabling to fight the problems of unemployment as also increasing the standards of living of the people in the country. country. It has helped put India on a Global Map and hence we sincerly hope that the BPO sector in India grows by leaps and bounds!!

Thank You for being a Patient Audience!!!