BySaurabh Singh

Outsourcing is the process of contracting a business function to someone else commonly one previously performed in-house - to an external provider.

Prof. Saurabh Singh

Cost Savings Focus on Core Business Improve Quality Operational Expertise Knowledge
Prof. Saurabh Singh

A Business Process Outsourcing (BPO) organization is responsible for performing a process or a part of a process of another business organization; outsourcing is done to save on costs or gain in productivity.

Prof. Saurabh Singh

A call centre performs that part of a client's business which involves handling telephone calls. A call centre, for example, might handle customer complaints coming in over a telephone.

Prof. Saurabh Singh

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Customer Support Services (voice, e-mail and chat on a 24/7 and 365 days basis.) Technical Support Services Telemarketing Services Insurance Processing Data Entry Services / Data Processing Services Data Conversion Services Book Keeping and Accounting Services Internet / Online / Web Research (Internet Search, Product Research, Market Research, Survey, Analysis.)
Prof. Saurabh Singh

Offshore Outsourcing is BPO that is outside a company's own country. Nearshore Outsourcing is BPO that is to a company's neighboring country. Onshore Outsourcing is BPO that is with the company's own country.

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World BPO size is worth $170-$185 billion. India has total revenue of $52 billion In the year 2011 it is expected to grow at the rate of 32% where as the rest of the world is growing at 28% only. India has revenues of $15.7 billion from offshore (which is 7-8% of total BPO industry) Has a commanding 63% 0f total offshore

Prof. Saurabh Singh

Cost effectiveness(Economies) Better Quality at lower cost Concentration on CORE BUSINESS Securing Data is less complicated

Prof. Saurabh Singh

Possibility of security breach Expensive specialist skill in host countries High unit personnel cost Unavailability of skilled manpower due to market stagnation

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Did not get a better job. Find nothing better to do. Education level doesn't matter Good work environment Good Benefits Flexibility of time Attractive life style Transport facility

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No growth opportunity/lack of promotion For higher Salary For Higher education Misguidance by the company Policies and procedures are not conducive No personal life Physical strains Uneasy relationship with peers or managers

Prof. Saurabh Singh

1) 2) 3) 4) 5) 6) 7) 8) 9) 10)

WNS Group Wipro Spectramind Daksh e-Services Convergys HCL Technologies Zenta ICICI OneSource MphasiS EXL Tracmail

*The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP, according to a survey done by NASSCOM.
Prof. Saurabh Singh

Language Major attraction for Multinationals Advantage over competitors Educated Employees Large number of qualified workers Proven to be the best in the IT and computer software fields x Strong technical skills x Eagerness to engage clients Produce around 100,000 engineers annually

Prof. Saurabh Singh

Infrastructure Improvements have led to increasing success x Telecom facilities x Power sector x India as a whole Government Realize potential for economic development Favorable policies have turned India into a BPO/IT hub. x Examples: Investment promotion, telecom policy, IT Act

Prof. Saurabh Singh

Designations CCRs Team leaders Training heads Training mgrs Trainers

USA 70-80000 pm 1-1.2 lacs pm. 4-5 lacs pm. 3-4 lacs pm. 1-2 lacs pm.

INDIA 8000-15000pm. 17000-26000pm. 8-12 lacs PA. 5-8 lacsPA. 2-5 lacsPA.
Prof. Saurabh Singh

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Processes that do not add value to a product or service. Highly repeated tasks with little variation. Labor intensive tasks that do not require a companies intellectual property nor core competencies. Processes that will tie up large amounts of capital in assets.

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Processes that incorporate your core competencies. Processes that require access to intellectual property of your company. Non-labor intensive tasks. Processes that are associated with the image of your company

There are many BPO providers, so research to find the one that best suits your needs. Using one provider for multiple tasks will help streamline your BPO. Have some measure to check and control the output of your BPO. Communicate with your BPO.
Prof. Saurabh Singh

Knowledge process outsourcing (KPO) is a form of outsourcing, in which knowledge-related and information-related work is carried out by workers in a different company or by a subsidiary of the same organization, which may be in the same country or in an offshore location to save cost.

Prof. Saurabh Singh

Knowledge Processing Outsourcing (popularly known as a KPO), calls for the application of specialized domain pertinent knowledge of a high level. The KPO typically involves a component of Business Processing Outsourcing (BPO), Research Process Outsourcing (RPO) and Analysis Proves Outsourcing (APO). KPO business entities provide typical domain-based processes, advanced analytical skills and business expertise, rather than just process expertise. KPO Industry is handling more amount of high skilled work other than the BPO Industry. While KPO derives its strength from the depth of knowledge, experience and judgment factor; BPO in contrast is more about size, volume and efficiency.

Prof. Saurabh Singh

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Research & Development Financial Consultancy and Services Advanced Web Applications Business and Technical Analysis Learning Solutions Animation & Design Business & Market Research Pharmaceuticals and Biotechnology Medical Services Writing & Content Development
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Legal Services Intellectual Property (IP) Research Data Analytics Network Management Training & Consultancy

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Valuable cost savings that can be utilized elsewhere. Trained professionals at work. Standard operational efficiency. Increase in profits. Savings in time and management energy for maintaining in house services. Option to recruit a larger work force without raising costs.

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Good quality work. Lower costs. On time delivery of services. Uninterrupted services. Adaptability to changes in required quality

Prof. Saurabh Singh

Evalueserve says India provided $3.5 billion of BPO and KPO (but non-IT) services in 2003 and is expected to grow at a CAGR of 36 per cent during 2004 to 2010. Hence, it is likely to earn $30 billion in 2010 by providing these services According to a report of National Association of Software and Services Companies (NASSCOM), the Indian chamber of commerce that serves as an interface to the Indian Software industry, Knowledge Process Outsourcing industry (KPO) is expected to reach USD 17 billion by 2010

Prof. Saurabh Singh

*( Philippines, Russia, China, Canada, Ireland and Mexico)

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Labor Pool Cost Government Polices Infrastructure Knowledge full / Expertise

Prof. Saurabh Singh

1) 2) 3) 4) 5) 6) 7) 8) 9) 10)

Genpact Evalueserve Ugam Solutions WNS 24/7 Customer ICICI OneSource EXL Service Copal Partners Pangea3 TechBooks
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BPO & KPO is growing with a fast pace globally in which India pace globally in which India leading ahead because of its skilled & cheaper work force. It has provided the world a shoulder to support employment. BPO upholds companies to zero in on core business. Due to some security reasons it should be e executed cautiously.

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http://www.chillibreeze.com/articles/top-KPOcompanies.asp http://www.kpoexperts.com/why-india/why-chooseindia.htm http://www.kpoexperts.com/kpo-india/what-is-kpo.htm http://www.kpoexperts.com/scope-future-of-kpo/scopefuture-kpo.htm http://en.wikipedia.org/wiki/ http://www.bpoindia.org/research/bpo-in-india.html

Prof. Saurabh Singh