final ppt bpo 4final

8/14/2019 Final Ppt Bpo 4FINAL

1/22

GoodGood

morningmorningPRESENTED BY:Priyanka Bhardwaj

Sandeep Yadav

Nikhil Aggarwal

Anil Tiwari


2/22


3/22

What is OUTSOURCINGWhat is OUTSOURCING??

Delegating a Companys BusinessDelegating a Companys BusinessProcesses to Third PartyProcesses to Third Party


4/22

What is BPO?What is BPO?

Contracting of the operationsContracting of the operations

and responsibilities of a specificand responsibilities of a specific

business processes to a third-business processes to a third-

party service provider.party service provider.


5/22

Reasons for outsourcingReasons for outsourcing

Reduce and control operating costsReduce and control operating costs Improve companies focusImprove companies focus

Free internal resources for otherFree internal resources for otherpurposepurpose


6/22

BPO Categories:BPO Catego

ries:

Back Office outsourcingBack Office outsourcing

Internal Business FunctionsInternal Business Functions

Front Office outsourcingFront Office outsourcing

Customer Related servicesCustomer Related services


7/22

DIFFERENCE BETWEEL BPO& CALL CENTRE

Business process

outsourcing (BPO)outsourcing thatinvolves thecontracting of the

operations andresponsibilities ofa specificbusiness

functions to athird-partyservice provider.

Call centre ?

A call center is acentralized officeused for the

purpose ofreceiving andtransmitting alarge

volume ofrequests bytelephone.


8/22

Sectors:Sectors:

Telecom IndustryTelecom Industry

Travel & Hospitality IndustryTravel & Hospitality Industry

Technology IndustryTechnology Industry

Banking/Financial servicesBanking/Financial services Insurance IndustryInsurance Industry

E-commerce & Retail IndustryE-commerce & Retail Industry

Industrial SectorIndustrial Sector

Distribution Sector & many moreDistribution Sector & many more


9/22

Market Share:Market Share:

BPO and ITes Contributes 7% to GDPBPO and ITes Contributes 7% to GDP The global BPO Industry is 120-150 billion dollarsThe global BPO Industry is 120-150 billion dollars Indian BPO is US $11.4billion.Indian BPO is US $11.4billion. 824 call centers in India.824 call centers in India. Indian IT-BPO recorded Growth of 28% in FYIndian IT-BPO recorded Growth of 28% in FY

2007-08.2007-08.

Expectations of $30 billion by 2012.Expectations of $30 billion by 2012.

Around 6,00,000 people employed, about theAround 6,00,000 people employed, about thesame as IT industry but Its growing faster.same as IT industry but Its growing faster. Indian BPO players are ranked top global playersIndian BPO players are ranked top global players

in every single segment because they investin every single segment because they investmassively in training, quality assurance,massively in training, quality assurance,

productivity improvement and informationproductivity improvement and informationsecurity.security.


10/22

Different Types of Services Being Offered ByDifferent Types of Services Being Offered By

BPO'sBPO's

Customer Support ServicesCustomer 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


11/22

Distribution of BPO providers in %


12/22

Indias Top 5 BPOsIndias Top 5 BPOs:: Worlds Top 5 BPOsWorlds Top 5 BPOs

1.1. GenpactGenpact2.2. WNS(WorldWNS(World

Network Solutions)Network Solutions)

3.3. WiproWipro

4.4. HCLHCL5.5. Firstsource(ICICI)Firstsource(ICICI)

1.1. IBM GlobalIBM Global2.2. AccentureAccenture

3.3. Hewlett PackarHewlett Packar

4.4. MphasiSMphasiS5.5. Ernst &Ernst &

Young/CapgeminiYoung/Capgemini


13/22

Leading BPO-ITes cities in IndiaLeading BPO-ITes cities in India:: Tier ITier I cities likecities like BangaloreBangalore,, ChennaiChennai,, HyderabadHyderabad,, NCRNCR,, PunePune,, MumbaiMumbai,, KolkataKolkata..

These are leading IT cities. With rising infrastructure costs BPOs areThese are leading IT cities. With rising infrastructure costs BPOs are

shifting operations to.shifting operations to.

Tier IITier II cities likecities like NashikNashik,, AurangabadAurangabad,, MangaloreMangalore,, ChandigarhChandigarh,,JaipurJaipur,, MysoreMysore etc.etc.

Offers lower Business process overhead(rent, electricity).Offers lower Business process overhead(rent, electricity).

Have a less reliable infrastructure system.Have a less reliable infrastructure system.
http://en.wikipedia.org/wiki/Bangalorehttp://en.wikipedia.org/wiki/Bangalorehttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Hyderabad,_Indiahttp://en.wikipedia.org/wiki/Hyderabad,_Indiahttp://en.wikipedia.org/wiki/Nashikhttp://en.wikipedia.org/wiki/Nashikhttp://en.wikipedia.org/wiki/Aurangabadhttp://en.wikipedia.org/wiki/Aurangabadhttp://en.wikipedia.org/wiki/Aurangabadhttp://en.wikipedia.org/wiki/Nashikhttp://en.wikipedia.org/wiki/Hyderabad,_Indiahttp://en.wikipedia.org/wiki/Chennaihttp://en.wikipedia.org/wiki/Bangalore


14/22

WhyWhyIndiaIndia is moreis more

preferablepreferable English speaking populationEnglish speaking population Educated technically skilled employeesEducated technically skilled employees

(large no. of graduates, engineers)(large no. of graduates, engineers)

Telecom facilities.Telecom facilities.

Favorite govt. policiesFavorite govt. policies Lower wagesLower wages (cost reduction up to 50% )(cost reduction up to 50% )

Suitable & large human resourcesSuitable & large human resources

Well positioned with IT-enabled servicesWell positioned with IT-enabled services

Conductive environmentConductive environment

Large unemployment rate.Large unemployment rate.


15/22

Problems in India :Problems in India : Poor infrastructurePoor infrastructure

Cultural differencesCultural differences

Internal competition for resourcesInternal competition for resources Rising labor costsRising labor costs

Political and religious instabilitiesPolitical and religious instabilities


16/22

Why it attracts peopleWhy it attracts people It dont require any academicIt dont require any academic

specializationspecialization

No specific age barNo specific age bar

Offer good work environmentOffer good work environment

Good wages along with some excellentGood wages along with some excellentbenefitsbenefits

Provide transport facilitiesProvide transport facilities Attractive lifestyleAttractive lifestyle

Flexibility of timeFlexibility of time Self independenceSelf independence


17/22

Why people dislike or leave thisWhy people dislike or leave this TediousTedious

MonotonousMonotonous

Sleepless nights /Physical strainsSleepless nights /Physical strains

Some people leave forSome people leave forHigher educationHigher education

Higher salaryHigher salary

Better statusBetter status..

low brand equitylow brand equity Lack of focused training and certificationsLack of focused training and certifications No growth opportunity/lack of promotionNo growth opportunity/lack of promotion

No personal/ social lifeNo personal/ social life

No technical/professional gainNo technical/professional gain

Lack of focused training and certificationsLack of focused training and certifications


18/22

Problems:Problems:


19/22

Key To success:Key To success:

Rapid training moduleRapid training module..

Providing Employee BenefitsProviding Employee Benefits

PF InsurancePF InsuranceGratuity AccommodationGratuity Accommodation

Loans Educational BenefitsLoans Educational Benefits

Performance based incentivesPerformance based incentivesFlexi-time Maternity LeaveFlexi-time Maternity Leave

Career growth opportunitiesCareer growth opportunities


20/22

SWOT Analysis

STRENGTHS: Large no. of talented graduates

Affordable and quality education as compared todeveloped countries

English language benefit Well-developed IT industry Strong customer base of well known companies

Powerful venture capital interest in investing in growthopportunity

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 withextensive call centre experience


21/22

SWOT AnalysisOPPORTUNITIES :

Horizontal and vertical expansion of existing customerbase into new markets

Time zone difference between India and targetmarkets

Increasing awareness of outsourcing services

THREATS: Political instability India's competitors in Eastern Europe, Latin America

and the Asia Pacific regions offering cheap BPOservices

Increasing technology automation.


22/22

final ppt bpo 4final

Documents