B P O Presentation 1
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Gives you the finest way to Enter into BPO sector.
B P O
Center Business Process Outsourcing means to do
Outsourcing Work Call centers
are those where
Telephone calls are being handled
What is OUTSOURCING?
Delegating a Company’s Business Processes To
Third Party
Works can be Outsourced. Technology Service Outsourcing Tech Support Web Hosting Web Security & Solution
Business Process Outsourcing Human Resources Finance and Accounting Back Office Administration Payment Processing
Web Designing/Development/ Maintenance.
CRM Logistic Management
Why
INDIA? Maximize working hour (24×7)shifts
Lower land costs BPOs in INDIA
Internet and IPLC connectivity on same LAN
Expansion of Road Networks
Easy & Effective Manpower Increase Capabilities
$B
25 20 15 10
% (CAGR) Total Market Size ($ B) 2002
8.1
2005
19.8
2008
42.2
90%
77%
19.8
60% 45%
44%
40%
38%
5
3.1
1.8
0.8
75%
8.7
29% 4.9
3.1
45% 30% 15%
13%
2005
2008
India
Canada
Others
Europe
Eastern
Philippines
Mexico
2002
Central &
0% China
0
CAGR Source: neoIT
CALL CENTRE :- A call centre is a place of network of places, where a customer’s queries can be dealt with satisfaction to the customer. A call centre is a place, which interacts with the customers, either by making or receiving calls, for business purpose. It is the core work of the call centre.
Kinds of Call Centre
According to Geographical location:DOMESTIC:-Receiving & Making calls in
same country.
INTERNATIONAL:-Call made in one
country & received in other country.
According to process:Inbound:-Where the calls are received. Outbound:-Where the calls are made.
According to Technology:Voice Based:-Which interacts with
the
customers by using voice only.
Web Based:-Which interacts the customers
through web.
Talent Pool in India
{
PG Comm PG Science PG Arts
Eng Grad 7% Eng Diploma 7%
Science Grad 17%
Commerce Grad 19%
Arts Grad 40%
2006 Estimates - 3 million graduates & post-graduates
Company
Number of Employees
EXL
4,500
Spectramind
2,600
Daksh
2,000
WNS
1,600
vCustomer
1,500
Tracmail
1,365
HCL e-serve
870
Epicentre
700
ICICI OneSource
650
GTL
650
Source: Nasscom ITES directory September 2002
How many jobs from US are moving offshore?
Number of U.S. Jobs Moving Offshore
Sl.No Job Category
2000
2005
2010
2015
1
Management
0
37,477
117,835
88,281
2
Business
10,787
61,252
161,722
48,028
3
Computer
27,171
108,991
276,954
72,632
4
Architecture
3,498
32,302
83,237
84,347
5
Life Sciences
0
3,677
14,478
36,770
6
Legal
1,793
14,220
34,673
74,642
7
Art, Design
818
5,576
13,846
29,639
8
Sales
4,619
29,064
97,321
26,564
9
Office
53,987
295,034
791,034
1,659,310
Total
102,674
587,592
1,591,101
3,320,213
India Vs US BPO operating costs
US$ Cost per FTE (Full Time Employee)
Personnel
United States
India
India as % of US costs
42,927
6,179
14%
G&A Expense
8,571
1,000
12%
Telecom
1,500
2,328
155%
Property Rentals
2,600
847
33%
Depreciation
3,000
1,500
50%
58,598
11,854
20%
TOTAL EXPENSES
BPO Exports during 2006-07 Sl No
Company
1
Genpact
Rs. 2,220 crore
2
Transworks
Rs. 1,510 crore
3
IBM Daksh
Rs. 1,260 crore
4
TCS BPO
Rs. 1,107 crore
5
Cambridge Solutions
Rs. 1,000 crore
6
WNS Global Services
Rs. 990 crore
7
Wipro BPO
Rs. 935 crore
8
Convergys India
Rs. 890 crore
9
Firstsource
Rs. 809 crore
10
HCL BPO
Rs. 746 crore
World's 15 best managed BPO vendors 1
IBM Global / Daksh
2
Accenture
3
Hewlett Packard
4
MphasiS
5
Ernst & Young/Capgemini
6
Wipro Spectramind
7
ICICI OneSource
8
eFunds Global Outsourcing
9
Convergys
10
Affiliated Computer Systems
11
Sutherland Technologies
12
Oracle
13
Hewitt/Exult
14
HCL Technologies
15
Xansa
What skills are required to work in a Call Center? SEGMENTS
Call center
SKILLS
Good communication Language skills Accent Understanding team leadership Basic computing skills CRM
› Customer Care Representatives [CSRs]:
Rs 8,000 - Rs 15,000 per month › Team Leaders:
Rs 17,000 - Rs 26,000 per
month
› Managers:
annum
Rs 3 lacks - Rs 5.5 lacks per
› Training Heads:
per annum
› Training Managers:
annum
Rs 8 lacks - Rs 12 lacks
Rs 5 lacks - Rs 8 lacks per
Qs
& As
B P O
Center Business Process Outsourcing means to do
Outsourcing Work Call centers
are those where
Telephone calls are being handled
What is OUTSOURCING?
Delegating a Company’s Business Processes To
Third Party
Works can be Outsourced. Technology Service Outsourcing Tech Support Web Hosting Web Security & Solution
Business Process Outsourcing Human Resources Finance and Accounting Back Office Administration Payment Processing
Web Designing/Development/ Maintenance.
CRM Logistic Management
Why
INDIA? Maximize working hour (24×7)shifts
Lower land costs BPOs in INDIA
Internet and IPLC connectivity on same LAN
Expansion of Road Networks
Easy & Effective Manpower Increase Capabilities
$B
25 20 15 10
% (CAGR) Total Market Size ($ B) 2002
8.1
2005
19.8
2008
42.2
90%
77%
19.8
60% 45%
44%
40%
38%
5
3.1
1.8
0.8
75%
8.7
29% 4.9
3.1
45% 30% 15%
13%
2005
2008
India
Canada
Others
Europe
Eastern
Philippines
Mexico
2002
Central &
0% China
0
CAGR Source: neoIT
CALL CENTRE :- A call centre is a place of network of places, where a customer’s queries can be dealt with satisfaction to the customer. A call centre is a place, which interacts with the customers, either by making or receiving calls, for business purpose. It is the core work of the call centre.
Kinds of Call Centre
According to Geographical location:DOMESTIC:-Receiving & Making calls in
same country.
INTERNATIONAL:-Call made in one
country & received in other country.
According to process:Inbound:-Where the calls are received. Outbound:-Where the calls are made.
According to Technology:Voice Based:-Which interacts with
the
customers by using voice only.
Web Based:-Which interacts the customers
through web.
Talent Pool in India
{
PG Comm PG Science PG Arts
Eng Grad 7% Eng Diploma 7%
Science Grad 17%
Commerce Grad 19%
Arts Grad 40%
2006 Estimates - 3 million graduates & post-graduates
Company
Number of Employees
EXL
4,500
Spectramind
2,600
Daksh
2,000
WNS
1,600
vCustomer
1,500
Tracmail
1,365
HCL e-serve
870
Epicentre
700
ICICI OneSource
650
GTL
650
Source: Nasscom ITES directory September 2002
How many jobs from US are moving offshore?
Number of U.S. Jobs Moving Offshore
Sl.No Job Category
2000
2005
2010
2015
1
Management
0
37,477
117,835
88,281
2
Business
10,787
61,252
161,722
48,028
3
Computer
27,171
108,991
276,954
72,632
4
Architecture
3,498
32,302
83,237
84,347
5
Life Sciences
0
3,677
14,478
36,770
6
Legal
1,793
14,220
34,673
74,642
7
Art, Design
818
5,576
13,846
29,639
8
Sales
4,619
29,064
97,321
26,564
9
Office
53,987
295,034
791,034
1,659,310
Total
102,674
587,592
1,591,101
3,320,213
India Vs US BPO operating costs
US$ Cost per FTE (Full Time Employee)
Personnel
United States
India
India as % of US costs
42,927
6,179
14%
G&A Expense
8,571
1,000
12%
Telecom
1,500
2,328
155%
Property Rentals
2,600
847
33%
Depreciation
3,000
1,500
50%
58,598
11,854
20%
TOTAL EXPENSES
BPO Exports during 2006-07 Sl No
Company
1
Genpact
Rs. 2,220 crore
2
Transworks
Rs. 1,510 crore
3
IBM Daksh
Rs. 1,260 crore
4
TCS BPO
Rs. 1,107 crore
5
Cambridge Solutions
Rs. 1,000 crore
6
WNS Global Services
Rs. 990 crore
7
Wipro BPO
Rs. 935 crore
8
Convergys India
Rs. 890 crore
9
Firstsource
Rs. 809 crore
10
HCL BPO
Rs. 746 crore
World's 15 best managed BPO vendors 1
IBM Global / Daksh
2
Accenture
3
Hewlett Packard
4
MphasiS
5
Ernst & Young/Capgemini
6
Wipro Spectramind
7
ICICI OneSource
8
eFunds Global Outsourcing
9
Convergys
10
Affiliated Computer Systems
11
Sutherland Technologies
12
Oracle
13
Hewitt/Exult
14
HCL Technologies
15
Xansa
What skills are required to work in a Call Center? SEGMENTS
Call center
SKILLS
Good communication Language skills Accent Understanding team leadership Basic computing skills CRM
› Customer Care Representatives [CSRs]:
Rs 8,000 - Rs 15,000 per month › Team Leaders:
Rs 17,000 - Rs 26,000 per
month
› Managers:
annum
Rs 3 lacks - Rs 5.5 lacks per
› Training Heads:
per annum
› Training Managers:
annum
Rs 8 lacks - Rs 12 lacks
Rs 5 lacks - Rs 8 lacks per
Qs
& As
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