project on bpo in india

7/27/2019 Project On BPO in India

1/87

A

Project

On

Business Management In BPO

SUBMITTED BY

Shaikh Shoeb Nawa

!TYBMS Semester "# $

P%O&E'T (UIDE

P%O)*P%ASANNA '+OUD+A%I

SUBMITTED TO

UNI#E%SITY O) MUMBAI

%A&AST+ANI SAMME,AN-S

(hansh.am/as Sara0 'o11ege

O0 Arts 2 'ommerce

A00i1iate/ to Uni3ersit. o0 Mumbai

%eaccre/ate/ b. NAA' with 4A- (ra/e

S*#* %oa/ Ma1a/ !5$

Mumbai 6 7886897*

A*Y* :8;7 6:8; ;ATA NEE;E;.

@. L3CATIN$ THE S3=RCE 3> ;ATA.

7. CH33SIN$ A METH3; 3> ;ATA.

Objecti3e

OBJECTIVE OF STUDY:

To !no" he a"areness &e?e& in he %ar!e.

To ana&y#e he cuso%er saisfacion.

To ana&y#e he cuso%er 0reference.

To esi%ae he %ar!e 0oenia& and 0erce0ion o"ards his indusry.

This sudy he&0s o chec! he efficiency of c&iens.

This sudy he&0s he co%0any o a!e correci?e decision re'ardin' business.

This sudy a&so he&0s in e?a&uain' he effeci?eness of ?arious business of

differen ,P3s.

This sudy he&0s he co%0any o a!e correci?e decision re'ardin' business.


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>or he 0ur0ose of he sudy auo%obi&e secor for he ne"er

'eneraion are a!en ino consideraion.

Limitation of the study

3n&y so%e basic o0ics of auo%obi&e secor Mana'e%en are

a!en ino consideraion as i is a ?as o0ic.

The sa&es ( %ar!ein' rend of ?arious co%0any is a!en.

The sudy is on&y for acade%ic 0ur0ose.

The reco%%endaions %ade %ay no be a 0erfec.

TAB,E O) 'ONTENTS

Sr.No.

TITLE PA$EN=M,ER

1 INTR3;=CTI3N T3 ,P3

;efiniion of ,P3

3beci?es of ,P3

1@

G


9/87

5 E3L=TI3N 3> ,P3 IN IN;IA 17

@ SIIN$ 3> ,P3 IN IN;IA $ro"h in Indian ,P3 Mar!e

$&oba& Mar!e and Indias Share

1F

7 SE$MENTS IN ,P3

oice and Non-oice

Hori#ona& and erica&

1

8 STEPS T3 ,E >3LL3E; HILE 3=TS3=RCIN$ 58

RE$=LAT3R+ >RAME3R9 3> IN;IAN ,P3

;aa Proecion La"

Sarbanes 3INANCE @8

TREN;S IN IN;IAN ,P3 IN;=STR+

;ri?ers of ,P3 $ro"h

Issues and Cha&&en'es

*@-75/

76

71-75

16 C3MPETITIE LAN;SCAPE 3> IN;IAN ,P3 *7@-7/

Sr.No.

TITLE PA$EN=M,ER

11 CRITICAL ANAL+SIS 3> ,=SINESS PR3CESS3=TS3=RCIN$

,enefis of ,P3

Li%iaions of ,P3

*86-8@/

86

81

85-8@


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S3T Ana&ysis

15 ,=;$ET 566-16 IMPACT 3N ,P3 IN;=STR+ 87

1@ C3NCL=SI3N 88

17 ,I,LI3$RAPH+ 8

;* INT%ODU'TION TO BPO

DE)INITION O) BPO

OUTSOU%'IN(@ 6An or'anisaion enerin' ino conrac "ih anoher or'anisaion o o0eraeand %ana'e one or %ore of is business 0rocesses.

16


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IN,3=N; SALES ACC3=NTIN$ 3=T,3=N; SALES ;ATA ENTR+

TELEMAR9ETIN$ ;ATA,ASE MANA$EMENT

C=ST3MER SERICE CLAIMS PR3C=REMENT

3R;ER PR3CESSIN$ TRANSCRIPTI3N

TECHNICAL S=PP3RT LEASE A,STRACTI3N

APP3INTMENT SETTIN$S ;ATA EKTRACTI3N

;E,T C3LLECTI3N H=MAN RES3=RCES

)I(U%E ;6 DE)INITION O) BPO

BUSINESS P%O'ESS OUTSOU%'IN(@ 6I is he de&e'aion of one or %ore of ITinensi?e business 0rocesses o an e


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OB&E'TI#ES O) BPO

Tradiiona&&y) he %ain obeci?e of co%0anies ousourcin' heir business 0rocesses oIndia "as he "an of &o" cos. ,u no"-a-days) co%0anies ha offshore heir

business 0rocesses o India are no &on'er &oo!in' a cos reducion a&one. Theyy0ica&&y "an o achie?e:

1/ Process i%0ro?e%en and efficiency - faser urnaround and 'reaer 0roduci?iy5/ Cos sa?in's.@/ I%0ro?ed ua&iy - &ess errorsre"or!7/ ,ui&din'sren'henin' 0resence in a ne" %ar!eforei'n counry8/ Increased focus on core co%0eencies - e.'. de?e&o0in' ne" 0roducs or

ser?ices/ ,ui&din' business ?a&ue and srae'ic differeniaion

A&& hese obeci?es he&0 he co%0anies o increase heir co%0eii?eness and hereby)sri?in' successfu&&y in his '&oba&&y co%0eii?e "or&d. A&& of he abo?e add u0 ohe&0 hese co%0anies achie?e increased co%0eii?eness hrou'h ,P3.

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BUSINESS P%O'ESS OUTSOU%'IN(

3usourcin' is he bu##"ord in hese days. 3usourcin' is nohin' bu a&&o"in'so%eone e&se o do your "or! for you so ha you are ab&e o de?oe your i%e o %orei%0oran obs. This conce0 is re&e?an in a&& areas) as oday one can a&so ousourceso%e rouine chores o so%e oher 0erson. 3usourcin' is a s%arer "ay of doin'

business. I is a hu'e business o00oruniy oday. In odays fas %o?in' businessscenario) business fir%s are cone%0&ain' ?arious %ehods in achie?in' 'reaersuccess. More and %ore fir%s are &oo!in' a ne" "ays o reduce coss and %ee he

0ressures of increasin' accounabi&iy 0os-Enron. They are &oo!in' for %ore as!sha can be ousourced. And if 0ossib&e off shored o hi'h-ua&iy) &o"-cos &ocaions.Hence he reason "hy %any fir%s are ousourcin' so%e of heir 0rocesses in reducin'

heir burden and concenrain' on core co%0een areas. ,usiness 0rocess ousourcin'beca%e he rend and a&%os a&& co%0anies are %o?in' in his direcion. E?eryhin'fro% echno&o'y su00or o 0ayro&& o ra?e& o financia& ser?ices o cuso%er care is

bein' ousourced o s0ecia&iss bi' and s%a&&) !no"n and un!no"n.

The 0ossibi&iy ha his o00oruniy %a!e an enor%ous i%0ac has e?en cau'h hei%a'inaion of 0o&iicians. Many saes are ryin' o &ure bi' ,P3 oufis. So%e aree?en "i&&in' o chan'e 0o&icies for ha. 9arnaa!a has chan'ed is &abour ru&es oa&&o" "o%en o "or! in ni'h. Andhra Pradesh is "i&&in' o chan'e schoo& and

co&&e'e curricu&a.The Nee/ 0or outsourcing

A business fir% needs o 0erfor% ?arious funcions in carryin' ou is business. 3fhese ?arious funcions i 0erfor%s cerain funcions "hich are no is core areas. A%anufacurin' fir%s core area is he 0rocess of %anufacurin' and is a&&ied areas.,u ho"e?er) radiiona&&y i 0erfor%s ?arious oher 0rocesses &i!e HR funcions)Accounin' ( >inancia& funcions "hich reuires &ess hrus. In odays co%0eii?e"or&d one needs o ha?e %ore efficien and effeci?e "ay of funcionin'. So) he fir%

%ay concenrae on is core co%0een area i.e. %anufacurin' and achie?in' 'reaersuccess in %anufacurin' a 0roduc. The oher funcions %ay be ousourced o so%es0ecia&iss "ho are no 0ar of he ora'anisaion. ,y his "ay i can reduce i coss onhose 0rocesses. This !ind of ousourcin' 'a?e a ne" sco0e of business and %anyinde0enden co%0anies are e%er'in' and offerin' is s0ecia&i#ed ser?ices o fir%s"ho are ousourcin' heir obs.BPO in In/ia

1@


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In India ,P3 sared "ih ,riish air"ays sein' heir bac!-office o0eraions in ;e&hiin ear&y 1G6s. Sarin' "ih ca0i?e unis India ,P3 %o?es o he hird 0ary,P3s. hereafer he enry of IT-%aors bri'hens he Indian ,P3 indusry in '&oba&,P3 &andsca0e.

Nassco%-Mc9insey re0or ad?ocaed he 2India offshore %ode&4) "hich ?ery %uchsi'nifies he ro&e India is 0&ayin' in his business. Indian business 0rocess ousourcin'*,P3/ and ca&& cenre co%0anies- or ITES are co%in' of a'e. E?en as a debaera'es in he =S on he 0ros and cons of ousourcin') a 2ne" su00&y chain of eaci&iies %ana'e%en) Mar!ein' ( Sa&es. So%e of he %aor ,P3 fir%so0erain' in India are EKL Ser?ice *Noida-based/) S0ecra%ind *i0ro/) ;a!sh

*$ur'aon-based/) NS) ? Cuso%er) Trac%ai&) HCL e-ser?e) E0icenre) ICICIonesource *,an'a&ore-based/. $TL) Pro'eon *IN>3S+S/) S%arser?e *NIIT/.

Ce&&u&ar co%0any) Aire&) 0ro%oed by ,hari 'rou0 has de?e&o0ed a ne"or! of %orehan 166 ousourcin' 0arners "ho %ana'e a hos of aci?iies fro% 0ay%enco&&ecions) bi&& 0rinin') cash %ana'e%en) cuso%er ser?ice and disribuion. Theco%0any "ans o co%e ou of a&%os e?eryhin' oher han hree core aci?iies:

business 0&annin') ne"or!in' 0&annin' and %ar!e 0&annin'. L$ E&ecronics)Sa%sun' E&ecronics India Infor%aion and Te&eco%%unicaion) Pfi#er India) Phi&i0s

17


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India and Ma< Ne" +or! Life are &eadin' he 0ac! of ousourcers. Pfi#er India) "hichhas been in India for o?er 6 years ousources 76Q of %anufacurin' o 56 co%0anies)a&& bui&din' %ainenance *a he Mu%bai cor0orae office/ is done by 9ni'h >ran!)cor0orae ra?e& is ousourced o Co< ( 9in's) 0ayro&& o India Life He"i and cash%ana'e%en o ;eusche ,an!.

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Objecti3e

In he bac!dro0 of abo?e discussions his 0a0er %a!es anae%0 o ou&ine hei%0&e%enaion issues in ,P3.Im1ementation Issues in BPO

The effeci?e i%0&e%enaion of any ousourcin' decisions ress on criica&consideraion of he fo&&o"in'F Cs:

Core competency

The firs basic issue o be addressed is by idenifyin' is core co%0eence area) "hichhe fir% can afford o ousource because of srae'ic reasons. Ho"e?er) so%e

0rocesses of he core co%0eence can a&so be ousourced o deri?e he benefis of hes0ecia&iss. >or e


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Control

3nce a &on'-er% conrac is handed ou) i has a endency o 'ro" roos and e%bedise&f so dee0&y in he syse% ha conro&s 'e "ea!ened and here is a b&urrin'

be"een he or'ani#aion and is conracor. There is a need for c&ose su0er?ision and%oniorin' of he "or! of he conracor. I can 'o "ron' fro% cos o?erruns) i%eo?erruns. Sein' 0ro0er obeci?es and conro& %echanis%s o direc he conracorso"ards he obeci?es "i&& a&so 'ain 0ro%inence. If a co%0any ousourcers hecuso%er care %ana'e%encuso%er re&aionshi0 %ana'e%en uncion o a fir%) ineeds o see "heher he fir% is beha?in' in he sa%e "ay as he ousourcin'co%0any desires. 3her"ise) he co%0any "i&& &ose is i%a'e and e?en &oose is

cuso%ers. Hence) here shou&d be 0ro0er %echanis% o conro& he ousourced fir%.

1F


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Credibility

hi&e 'i?in' a"ay ousourcin' funcions) he co%0any needs o ?erify he credibi&iyof he fir% in fu&fi&&in' he o0eraions. arious 0rocesses reuires e


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ohers "i&& co%e o is rescue. And here "ou&d be business coninuiy. C&iens "i&& nobe ha00y "ih a ,P3 oufi ha doesn ha?e a conin'ency 0&an. ihou%u&i&ocaiona& faci&iies and he assurance of coninuiy) forei'n co%0anies don"an o ousource %ission criica& a00&icaions &i!e finance and accounin') hu%anresources) ad%inisraion and 0ay%en ser?ices o Indian co%0anies. A0ar fro%ensurin' coninuiy here are oher ad?ana'es o be 'ained fro% 'oin'%u&i&ocaiona&. Lo" s!i&& obs &i!eD daa enry cou&d be ousourced o counries "here&abour is chea0er han in India. Second) so%e counries ha?e daa access &e'is&aionha 0re?ens daabases and infor%aion fro% crossin' 'eo'ra0hica& boundaries. ,P3ceners in hose counries cou&d a!e care of ha 0rob&e%.

:* E#O,UTION O) BPO IN INDIA

3usourcin' as a conce0 is 0robab&y one of he o&des and %os co%%on&y 0raciced.As a conce0 and 0racice i 0er?ades a&& as0ecs of our &i?es do%esic as "e&& as

0rofessiona&.The idea of ousourcin' has is roos in he co%0eii?e ad?ana'e heory 0ro0a'aed

by Ada% S%ih in his boo! The ea&h of Naions "hich "as 0ub&ished in he year1FF. 3?er he years) he %eanin' of he er% ousourcin' has under'one a sea-chan'e.

E?o&uion of ,P3 in India can furher be e


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)I(U%E :6 +ISTO%Y O) BPO IN INDIA

:* #A,UE '+AIN O) BPO IN INDIA@

a&ue chain is a chain describin' he ?a&ue of business 0rocesses bein' ousourced oIndia. a&ue can be ero% &o" ?a&ue daa enry 0rocesses chain%o?es u0 o core 0rocesses bein' ousourced no"-a-days. I sared "ih:

MI;-16s- ;ATA ENTR+ PR3CESSES: ;aa enry si%0&y inc&udes enry of daafro% 0a0ers) boo!s or any hard co0y for%a o co%0uer aided sof co0y.

;ATA C3NERSI3N PR3CESSES: Con?ersion of daa across ?arious daabases ondifferen 0&afor%s.

LATE 16s- CALL CENTRE SERICES:Ca&& ceners are ou&es ha e


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sa&es) %ar!ein') e&e%ar!ein') cuso%er ser?ice) echnica&non echnica& su00or orany oher s0ecific business aci?iy.5666- TRANSCRIPTI3N PR3CESSES: Transcri0ion 0rocess i%0&ies ranscribin'he audio or ?isua& infor%aion ino e&ecronic docu%en for%.=0 i&& 5666 on&y non-core aci?iies "ere ousourced. Then he rend chan'ed and oday he core aci?iiesa&so occu0y a si'nifican 0ro0orion in oa& Indian ,P3 0ie.The ?a&ue chain is e


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* SIIN( O) INDIAN BPO INDUST%Y

India beca%e fa%i&iar "ih B,usiness Process 3usourcin' on&y in he ear&y and %id16s) bu no" he enire counry see%s o be ui?erin' "ih he B,P3 fe?er.The ,P3 indusry is 'ro"in' ?ery fas in India. I 're" a a rae of @GQ by 5668 anda he rae of 5FQ by 566G.

To !no" he acua& si#in' of he ,P3 indusry "e "i&& describe i under "o heads:1. $R3TH 3> IN;IAN ,P3 MAR9ET5. $L3,AL MAR9ET AN; IN;IAS SHARE

Les firs&y discuss)

;* (%O5T+ O) INDIAN BPO MA%>ET@

,P3 in India has "inessed a seady 'ro"h. ,oh offshore as "e&& as onshoreco%0onen of ,P3 %ar!e is increasin'.

55


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A* In Terms o0 E?orts@

=S;,i&&ion

>+566@

>+ 5667 >+ 5668 >+ 566 >+566F

>+566G

>+566 E

E


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B* In Terms o0 (rowth in Domestic Market@

=S;,i&&ion

>+ 566@ >+ 5667 >+ 5668 >+ 566 >+ 566F >+ 566G >+ 566E

;o%esic 6.5 6.@ 6. 6. 1.1 1. 1.

TAB,E :6 BPO (%O5T+ IN DOMESTI' MA%>ET

)I(U%E < 6 (%O5T+ IN DOMESTI' BPO

%E#ENUE

The abo?e fi'ure sho"s he rend of 'ro"h in do%esic re?enues of Indian ,P3indusry. I sho"s ha onshore co%0onen is &ess han offshore co%0onen. In 566@re?enue of ,P3 fro% do%esic indusry "as =S; 6.5 ,i&&ion. I increased o =S; 6.@

,i&&ion in 5667. Then in 566G i "as =S;1. ,i&&ion and is e


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'* Tota1 BPO (rowth@

58


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=S;

,i&&ion

>+ 566@ >+

5667

>+

5668

>+

566

>+ 566F >+ 566G >+ 566

E

Toa&,P3*;o%esicandE


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hi&e he oher sudy of NASSC3M 0redics he Indian ,P3 %ar!e "i&& reach =S;558 ,i&&ion by 5656.

So i can be re0resened as:5615 =S; 6 ,i&&ion E

5656 =S; 1F8 ,i&&ion *E


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)I(U%E F6 BPO AND EMP,OYMENT

So he 'reaes 0oo& of 'raduaes is %o?in' o"ards he ,P3 indusry herebydecreasin' he une%0&oy%en and de?e&o0in' he econo%y by ui&i#in' he a?ai&ab&e

0oo& of a&en.

:* (,OBA, BPO MA%>ET AND INDIA-S S+A%E@

$&oba& ,P3 %ar!e is a&so 'ro"in' a he ra0id 0ace. As sho"n by he fo&&o"in' ab&ein 5666 i "as =S; 11 ,i&&ion and 0ro'ressed o =S; @16 ,i&&ion in 566G.

+ear 5666 5668 566G 566 E

Si#e *=S; ,n/ 11 5@7 @16 786

TAB,E ET

5G


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)I(U%E G6 SIE O) (,OBA, BPO MA%>ET

3u of his oa& '&oba& %ar!e Indias share is esi%aed o be 8-Q) curren&y assho"n by he fo&&o"in' dia'ra%. =S ha?e he &ar'es share of 85Q fo&&o"ed by =9"hich co%%ands 56Q of he ,P3 0ie. $ARTNER 0redics ha Indias share in he$&oba& ,P3 %ar!e "i&& 'e doub&e by 5616 i.e. i "i&& reach o 16Q of oa& ,P3%ar!e.

)I(U%E C6 (,OBA, BPO MA%>ET S+A%E

7* SE(MENTS IN BPO

,P3 in India is or'ani#ed in %any se'%ens. Pre?ious&y here "as on&y &o" end ?oiceo0eraions "ere ousourced o India. In he ear&y days of ,P3 in India ?oice

5


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o0eraions "ere he %aor acors &ea?in' a ?ery s%a&& 0ro0orion for non-?oiceaci?iies. ,u) as India %o?es u0 in he ?a&ue chain) non-?oice o0eraions sarin'occu0y a bi''er 0ro0orion of he ,P3 0ie. E


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;E,T C3LLECTI3N

HELP ;ES9

MAR9ET RESEARCH AN; =ALIT+ S=RE+S

)I(U%E ;86 ',ASSI)I'ATION O)

#OI'E AND NON6#OI'E BPO

!A$ #OI'E BPO !)%ONT O))I'E OPE%ATIONS$

oice ousourcin' is a&so er%ed as fron office ousourcin'.>ron office ousourcin' ser?ices ha?e o do "ih ineracions direc&y "ih cuso%ers)

usua&&y o?er he e&e0hone bu can a&so inc&ude e%ai&) inerne) fa


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ca&& your cuso%er for affecin' a sa&es aci?iy. This inc&udes conacin' hecuso%ers "ho ha?e a&ready de%onsraed ineres by si'nin' u0 or by conacin'your co%0any by %ai&) e%ai&) "eb) 0hone) or in-sore aci?iy.

* TE,EMA%>ETIN(@

Conducin' business has chan'ed) is no &on'er 0ossib&e o 0ersona&&y ?isi a&& yourc&iens and cuso%ers) in fac "ih he 0o0u&ariy of he Inerne) %any c&iens %ay noe?en reside in he sa%e ciy or e?en counry. Esab&ishin' and creain' a e&e%ar!ein'ser?ice has enab&ed businesses o connec "ih a&& heir cuso%ers ?ia he 0hone. Ae&e%ar!ein' ser?ice a&&o"s you o !ee0 rac! of cuso%ers as hey c&ose) %er'e andre&ocae. 9ee0in' in re'u&ar conac "ih your c&iens %eans bein' ab&e o record heir

%o?e%ens "hi&e %ainainin' a %ar!ein' and on'oin' cuso%er re&aionshi0.

7* 'USTOME% SE%#I'E@

Cuso%er ser?ice co?ers a "ide ran'e of ser?ices 0ro?idin' assisance) su00or)infor%aion) and ans"ers o your cuso%ers o a ?ariey of uesions andenuiries. A&hou'h 'enera&&y cuso%er ser?ice is done usin' inbound ca&&s) i can a&so

be used "ih oubound ca&&s. Eor so%e businesses) a direc conac be"een 0eo0&e is reuired o co%0&ee he sa&eor 0ro?ide he ser?ice. The cha&&en'e is 'ein' he a00oin%en "ih a 0oenia&c&ien. This ser?ice a&&o"s businesses o &e?era'e e


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sein' o be ab&e a!e a 0oenia& c&ien fro% eT %ESEA%'+ AND HUA,ITY SU%#EYS@Mar!e research or ua&iy sur?eys he&0 o &earn %ore abou your %ar!e or your

business 0oenia&) and a&so he&0s in deer%inin' he ua&iy of your ser?ice and0roducs o cuso%ers. E


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:* DATA ENT%Y@

;aa enry ser?ices he&0s in 'ein' &ar'e a%ouns of infor%aion added ino daabasesor s0ecific a00&icaions) cos effeci?e&y.

* DATABASE MANA(EMENT@

E?ery business ha?e cuso%er and conac daabases o %ana'e and !ee0 u0 o dae.;aabase %ana'e%en ser?ice a&&o"s !ee0in' daabase c&ean and u0 o dae hrou'h a

0ro'ra% of conacin' your cuso%ers o ensure you ha?e he &aes infor%aion.

7* ',AIMS P%O'ESSIN(@

Ty0ica&&y associaed "ih he insurance indusry) c&ai%s 0rocessin' acua&&y co?ersany 0rocess ha sars "ih a cuso%er enuiry ha reuires in?esi'aion) ana&ysis)assess%en) decision) and fo&&o"-u0 "ih a for%a& res0onse.


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Hi'h-?o&u%e and &o"-?a&ue are he hori#ona& ,P3s "hi&e hi'h-?a&ue and &o"-?o&u%e are he ?erica& ,P3s.

)I(U%E ;;6+O%IONTA, AND #E%TI'A, BPO

No" &e us discuss hese in deai&:

!A$ +O%IONTA, BPO@

Hori#ona& ,P3 in?o&?es funcion cenric ousourcin'. The ?endor s0ecia&i#es incarryin' ou 0aricu&ar funcions across differen indusry do%ains. So he ?ariousfeaures of Hori#ona& ,P3 inc&ude:

1. I is funcion s0ecific in naure.

5. I s0reads across differen indusry do%ains i.e. do%ain-e


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Hea&hcare) financia& ser?ices) %anufacurin' and reai& are einance is hearaci?e desinaion no"-a-days and is 0ro0orion is increasin'.

)I(U%E ;:6 #E%TI'A, SE(MENTS IN BPO

DIA(%AMETI'A, P%ESENTATION O) +O%IONTA, AND #E%TI'A,

BPO

In he dia'ra% be&o") here are hree indusry do%ains-recrui%en) sa&es and0rocure%en and four 0rocesses ?i#.) 0rocess A) ,) C) and ;. ?erica& ,P3s %o?ea&on' he ?arious 0rocesses bu are s0ecific o a 0aricu&ar indusry do%ain) such asrecrui%en in he fo&&o"in' dia'ra%. I focuses on&y on recrui%en bu co?ers heenire 0rocesses of i) fro% idenifyin' o0en 0osiions o se&ecin' a ne" hire. So?erica& ,P3 is funcion e


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e can a&so obser?e fro% he fo&&o"in' dia'ra% ha ?erica& ,P3 is &o" ?o&u%e andhi'h-?a&ue 0rocess as i focuses on one do%ain *recrui%en/ and is hand&in' a&& heaci?iies*Process A o Process ;/.

3n he oher hand hori#ona& ,P3 is hi'h-?o&u%e and &o" ?a&ue as i focuses on?arious indusry do%ains bu on&y &o"-end 0rocesses as 0rocess ; here.

)I(U%E ;6DIA(%AMETI' P%ESENTATION O)

+O%IONTA, AND #E%TI'A, BPO

@F


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Afer sudyin' he se'%ens of ,P3 "e can say ha rend is chan'in' %ore o"ardshe non-?oice ,P3 no". And he indusry is %o?in' o"ards he ?erica& ,P3 as i is%o?in' u0 in he ?a&ue chain. Accordin' o he one sudy by $ARTNER) co%0aniesshou&d %o?e o ?erica& fro% hori#ona& as he fir% sars %aurin'.

or ousourcin' o be effeci?e here are cerain se0s "hichneed o be fo&&o"ed:

@G


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)I(U%E ;7 6STEPS TO BE )O,,O5ED 5+I,E OUTSOU%'IN(

STEP ;@ IDENTI)YIN( A(EN'Y NEEDS

The firs se0 in he decision-%a!in' 0rocess is o idenify he or'ani#aions needs.These needs &ay he fra%e"or! for 0roecs and aci?iies o be ousourced.

@

Idenifyin' he a'ency needs

Se&ecin' he ?endor

E


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Address he srae'ic ineress and 'oa&s of he co%0any - The srae'ic 0&an) heinfor%aion sources and he co%0anys 0erfor%ance %easures shou&d a&& be a!en inoconsideraion "hi&e idenifyin' he co%0anys needs. The 'oa&s of he co%0any ser?eas a basis for deer%inin' a 0roecs success. Core co%0eencies) by and &ar'e) shou&dno be ousourced. Ho"e?er) his %i'h chan'e if i is found ?iab&e ha resources or!no"&ed'e fro% an e


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re&e?an 0as e


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Hence i is i%0oran ha "e&& defined securiy 0o&icies are i%0&e%enab&e in he?endor or'ani#aion and here is a res0ec for ine&&ecua& 0ro0ery "ihin heor'ani#aion.I is %os desirab&e ha he ?endor or'ani#aion has a sound and resi&ien business

0&an in 0&ace. This "i&& ensure ha he ?endor does no co&&a0se "ih he &oss of asin'&e c&ien or "ih chan'es in he business en?iron%en.

So he ousourcin' o be successfu&) a&& he abo?e saed se0s shou&d be fo&&o"edrea&isica&&y.I "i&& ensure he effeci?e and efficien co%0&eion of he 0roec ousourced as "e&&as daa securiy.

9* %E(U,ATO%Y )%AME5O%> O) INDIAN BPO

Each and e?ery business is re'u&aed by so%e &a". So is he ,P3 indusry. ,P3indusry in?o&?es a &o of business 0rocesses *core and non-core/ o be ousourced.

3ne co%0any hand&es is daa and business 0rocesses o he oher one. So i needs he0ro0er re'u&aion oher"ise i "i&& &ead o he scanda&s in ,P3 indusry.

So in order o 0re?en his 0ossibi&iy of scanda&s here are so%e re'u&aions) so%e of"hich are in 0rocess) fra%ed o 0roec he ,P3 indusry. I in?o&?es:

;ATA PR3TECTI3N LA

SAR,ANES 3KLE+ ACT

A* DATA P%OTE'TION ,A5@

;aa 0roecion is he %aor consideraion in fra%in' he re'u&aion for ,P3 indusry

The 'o?ern%en is 0&annin' o inroduce a &a" on daa 0roecion) "hich "i&& re'u&aehe "or!in' of Indian ,usiness Process 3usourcin' co%0anies. The 0ro0osed&e'is&aion "i&& 0ro?ide a fra%e"or! o 'o?ern he use of cuso%er daa by Indianco%0anies and 0re?en any %isuse.

75


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This "i&& be he firs ae%0 by he 'o?ern%en o re'u&ae he "or!in' of ca&& cenresand ,P3 co%0anies. The 0ro0osed &a" "i&& co?er areas &i!e financia& ransacions)unso&icied bu&! e-%ai&s) hac!in' and unauhori#ed access o 0ersona& infor%aion)such as hea&h infor%aion) credi card and oher 0ersona& deai&s.

The ne" &a" has been necessiaed by a Euro0ean =nion direci?e) "hich insiss onE= %e%ber saes resricin' ousourcin' o counries ha fu&fi&& cerain daa

0roecion reuire%ens.

This &a" "ou&d no on&y co?er co%0anies offerin' ousourcin' ser?ices o o?erseascuso%ers) bu a&so hose o0erain' in he do%esic %ar!e.

The 'o?ern%en has a&so se u0 an e


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The Ac inc&udes 0ro?isions for uarer&y cerificaion of financia& resu&s *Secion@65/ and %ana'e%ens annua& asserion ha inerna& conro&s o?er financia& re0orin'are effeci?e *Secion 767/. Secion 767) "hich has recei?ed %os aenion fro%

0ub&ic&y raded fir%s) reuires for%aion of an accounin' o?ersi'h board) he%ainenance and e?a&uaion of adeuae inerna& conro& srucures and 0rocesses ashey 0erain o financia& re0orin') an aesaion e


45/87

3?er he years) differen %ode&s ha?e been used for conducin' business in ,P3.The re'u&ar ousourcin' %ode&s of on-shorin') near-shorin' and offshorin' are seenin ,P3 as "e&&. In addiion o on-shorin') near-shorin' and offshorin') ,P3o0eraions are a&so conduced hrou'h he fo&&o"in' hree business %ode&s:

1. Transaciona& ,usiness Mode&5. Niche ,usiness Mode&@. Co%0rehensi?e ,usiness Mode&

;* T%ANSA'TIONA, BUSINESS MODE,

Transacion 0ro?iders hand&e he ransacions for on&y one 0rocess. In 0ayro&&) forinsance) hey do no a!e o?er your 0ayro&& de0ar%enD hey on&y cu he chec!s.They do no a!e on your 0eo0&e) heir conracs are shor *1-5 years/) and he conrac?a&ues are no &ar'e *O1-8 %i&&ion a year/. =sin' ransacion 0ro?iders has %any

benefis) bu he %ore 0rocesses you ousourceD he %ore fra'%ened your 0rocessesbeco%e. In essence) you si&& ha?e an in-house de0ar%en o %ana'e. In ransacionousourcin') %os of he o0eraiona& ris! says "ih he c&ien. There %i'h be

0ena&ies for non-0erfor%ance) bu hese are %inor because he c&ien si&& reains %osof he funcion in-house.

:* NI'+E BUSINESS MODE,

Niche 0ro?iders focus on "o o four 0rocesses. Niche 0ro?iders "i&& hire your 0eo0&e)bu on&y u0 o 86 or so. They "i&& in?es %odes a%ouns of ca0ia& o re&ease so%e ofyour asse ?a&ue. >or insance) hey "i&& buy your asses in heir s0ecia&is 0rocessarea. Niche 0ro?iders are 'enera&&y do%esic) and heir dea&s ran'e fro% hree o fi?e

years in &en'h) "ih a year&y conrac ?a&ue of O8-16 %i&&ion. Niche 0ro?iders ai% o%a!e se&eced 0rocesses %ore efficien) by &o"erin' coss and raisin' ser?ice &e?e&s.They are 0aid based on ouco%es. In niche ousourcin') ris! is y0ica&&y shared e?en&y

be"een c&ien and 0ro?ider. A&hou'h he 0ro?iders "i&& hire your 0eo0&e and beres0onsib&e for ouco%es) hey on&y %a!e &i%ied in?es%ens in ca0ia& and on&yi%0ac a fe" 0rocesses. Thus) c&iens coninue o shou&der he oher 0rocesses in afuncion.

* 'OMP%E+ENSI#E BUSINESS MODE,

78


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Co%0rehensi?e 0ro?iders hand&e a&%os a&& he ransaciona& and ad%inisrai?e0rocesses in a funcion) or e?en se?era& funcions) such as HR and financia&accounin'. >or insance) here are 55 0rocesses in HR and @@ 0rocesses in financeand accounin'. Co%0rehensi?e ,P3 0refers '&oba& dea&s) "hich are y0ica&&y F-16years in &en'h) and are 'enera&&y o?er O166 %i&&ion a year. These 0ro?iders "i&& buyc&ien asses and "i&& a!e on hundreds and so%ei%es housands of c&ien saff.Co%0rehensi?e 0ro?iders sri?e o %a!e inerre&aed 0rocesses %ore effeci?e) so heyai% o reduce he oa& cos of a funcion by inroducin' bes 0racices. They areaccounab&e for cos sa?in's as "e&& as ouco%es for an enire funcion) so c&iens 0ayfor ouco%es) no in0us. Co%0rehensi?e 0ro?iders shou&der F6 0ercen of heo0eraiona& ris! of he in-sco0e 0rocesses because hey are res0onsib&e for heinfor%aion echno&o'y) ransacions) and ad%inisrai?e e&e%ens of hose 0rocesses.

>urher%ore) hey in?es si'nifican a%ouns of ca0ia& in he re&aionshi0) and heyabsorb %os c&ien 0ersonne&. The ris! o c&iens is ha co%0rehensi?e ,P3 is ne" -is on&y been around for "o-hree years - so 0ro?iders are &ess %aure) heir 0rocesses&ess 0ro?en) and %os ha?e ?ery fe" reference-ab&e accouns

7


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'+A%A'TE%ISTI'S O) BUSINESS MODE,S@

As sho"n in he fi'ure be&o") here are se?era& characerisics ha disin'uishbe"een hese hree f&a?ors of ,P3.

BPO Business Mo/e1 Transactiona1 Niche 'omrehensi3e

Number o0 rocesses Transacions on&y)y0ica&&y for 1 0rocess

5-7 0rocesses 16U 0rocesses in afuncionD so%ei%es%ore han one funcion

In3est in c1ient assets

No) %i'raee?eryhin' o heir

syse%

+es - bu %odesdo&&ars and

0ersonne& a!e-on

+es - si'nifican do&&arsand e%0&oyee a!e-on

+ire c1ientJs eo1e No+es - bu usua&&yu0o 86 0eo0&e

+es) usua&&y ('eD 166sand ofen in he 1666s

,ocations

or! a 0ro?iders&ocaionD ?ery &o"headcoun a he

c&ien sie -y0ica&&yaccoun %ana'ers and

sa&es 0eo0&e

Mior 0rocessouco%es

>or cos sa?in's for heenire funcion 0&usbusiness ouco%e

%isk6ho1/er

6Q of he ris! is si&&on he c&ien) 16Q

0ro?ider

86Q c&ien) 86Q0ro?ider

@6Q c&ien) F6Q0ro?ider

7F


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Metrics Per ransacion ,ased on ouco%e ,ased on ouco%e

TAB,E 96 '+%A'TE%ISTI'S O) BPO BUSINESS MODE,S

G* BPO AND )INAN'E

,P3 sared "ih he &o" end daa-enry 0rocesses o be ousourced o India. Then i%o?es u0 he ?a&ue chain and no" se00ed in finance and accounin' a&so.

$&oba&&y) ,P *,P 0&c is he hird &ar'es '&oba& ener'y co%0any) a %u&inaiona&oi&co%0any Voi& %aorV "ih headuarers in London./ &ed he "ay by ousourcin' is>(A "or! o Accenure in 11 and) durin' he &as decade) &eadin' ser?ice 0ro?iders'ained he hisory) cone


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1. C3MPANIES IN ,AN9IN$) >INANCIAL SERICES AN; INS=RANCE*,>SI/. If hey ousource finance) i is heir core business ha hey are ousourcin'. Infac) finance has been a he forefron of ousourcin' - $enera& E&ecric) A%ericanEor insance) a =S-based indusria& %aorcurren&y e?a&uain' finance ,P3 co%0anies in India has G86 e%0&oyees &oo!in' afinance a a oa& annua& cos of O116 %i&&ion. $&oba& air&ines a&so) under cos

0ressures) are &oo!in' a India o ousource re?enue accounin' and sa&es audifuncions. These inc&ude ,riish Air"ays) Ausrian Air&ines) Ma&aysian Air&ines andaar Air"ays.

B* )INAN'IA, BPO P%O'ESSES BEIN( OUTSOU%'ED@

Three y0es of financia& 0rocesses are bein' ousourced o India. These inc&ude:

7

T3P-EN;

ACTIITIES

*AR3=N; 16Q/

MI;;LE LEEL

ACTIITIES

*58Q-@8Q/

CLERICAL L3-

EN; ACTIITIES

*8Q-F8Q/

1.

5.

@.


50/87

)I(U%E ;


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Co%0anies on heir o"n do no ha?e he abi&iy o sandardi#e finance ( accounin'eiher because of a &ac! of s0ecia&i#ed resources) sca&e or si%0&y because his is noheir 0ri%e area of focus. This is "hy i %a!es sense o ousource i. And as he bac!office beco%es %ore sandardi#ed) in 0aricu&ar he accounin' funcions) e?en bi''ercos sa?in's can be seen.

3 3=TS3=RCIN$ ;ISASTER RELIE>:

3r'anisaions ha?e beco%e eor eund *TT>/'a?e he as! of hand&in' he accounin' funcions o 3usource Parners Inernaiona&*3PI/) a ,P3 fir% s0ecia&i#in' in finance and accounin'. 3PIs ,an'a&ore officehand&es %os of TT>s accounin' "or!. Source docu%ens are scanned in Ne" +or!and sen o ,an'a&ore by re%oe connecionD he ,an'a&ore office hand&es 8 0ercenof docu%en and ransacion 0rocessin'.

4 REAPIN$ THE ,ENE>ITS 3> EC3N3MIES 3> SCALE:

3usourcin' finance and accounin' 0rocesses o chea0er &ocaions "here %an0o"erand infrasrucure is &ess cos&y 'i?es he ousourcin' co%0anies he ad?ana'e ofecono%ies of sca&e. Moreo?er "or!in' hours can be increased in &ocaions such asIndia by increasin' he nu%ber of shifs.

5 ,ENE>ITIN$ >R3M THE TECHN3L3$+ AN; EKPERIENCE 3> THESERICE PR3I;ER:

The ser?ice 0ro?ider 'i?es cuin' ed'e echno&o'y and has e


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>o&&o"in' is he &is of %aor 0&ayers in his ?erica& and he a00roord ,usinessSer?ice Cenre

66

or&d ,an! 166

HP $&oba& ,usiness30eraions

G66

JP Mor'an 766

PC 86

i0ro S0ecra%ind 1566

TAB,E F6 MA&O% P,AYE%S IN BPO )INAN'E

The abo?e ab&e e


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C* T%ENDS IN INDIAN BPO INDUST%Y

Trends i%0&y he ?arious chan'es "hich "e are 'oin' o see in he near fuure inIndian ,P3 indusry "heher 0osii?e or ne'ai?e.

arious rends inc&ude:

1. 3=TS3=RCIN$ ILL STA+ CL3SER T3 H3ME

ih a?ai&ab&e &abor fro% &ayoffs in %any indusries and i'hened ris! 0rofi&es ofco%0anies) es0ecia&&y in he financia& ser?ices indusry) co%0anies "on ha?e o'o far offshore o find a&en.P&anned iniiai?es by ,arac! 3ba%a and increased 'o?ern%en s0endin' oninfrasrucure 0roecs cou&d &ead o %ore do%esic ousourcin') 0aricu&ar&y forconsrucion) rea& esae and echno&o'y) IA3P 0redics.

5. $L3,AL =NCERTAINITIES ILL CREATE 3=TS3=RCIN$3LATILIT+:

3?era&&) he fas-0aced 'ro"h in ousourcin' "i&& s&o" in 566) as co%0anies&o"er heir s0endin' on infor%aion echno&o'y) conso&idae or eT IN >3C=S >R3M C3ST AR,ITRA$E T3 AL=E A;;ITI3N:

8@


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Tradiiona&&y he %ain ai% of he co%0anies ousourcin' o India "as he cossa?in'. ,u no" as India %o?es u0 he ?a&ue chain) his ai% shifs o ?a&ue-addiion and efficiency.

8. S3CIAL RESP3NSI,ILIT+ ILL ,E 3=TS3=RCIN$ THEME:

Ne" 'o?ern%en direcion under 3ba%a cou&d 0ro%oe hi'her e%0hasis onsocia&&y res0onsib&e business en?iron%ensD dri?in' ousourcers o creaeso&uions ha address he%.IA3P 0redics hese "i&& inc&ude indusry co%0eii?ee%0&oyee reenion and "e&fare 0ro'ra%s.

. IT ILL ALS3 CREATE NEER 3PP3RT=NITIES) NE MAR9ETS AN;

ALS3 THE NE SERICES

F. SERICE PR3I;ERS ILL SHI>T >R3M TIER-1 T3 TIER-5 AN; TIER-@ CITIES THERE,+ CREATIN$ R=RAL ,P3S

A. DRIVERS ! "# $R%&' I IDIA:

A dri?er is %os co%%on&y a facorha conribues o he 'ro"hof a 0aricu&arbusiness.There are %ain&y si< i%0oran business dri?ers ha are 0ushin' ener0rises o

consider he ,P3 o0ion in India. These are:

1. A,=N;ANT TALENT:

Indias youn' de%o'ra0hic 0rofi&e is an inheren ad?ana'e co%0&e%ened by anacade%ic infrasrucure ha 'eneraes a &ar'e 0oo& of En'&ish s0ea!in' a&en.Ta&en suiabi&iy concerns are bein' addressed hrou'h a co%binaion of'o?ern%en) acade%ia and indusry &ed iniiai?es. I inc&udes effors by

NASSC3M and oher educaion a'encies &i!e =$C and AICTE o faci&iae

indusry in0us on curricu&u% and eachin'.

5. S=STAINE; C3ST C3MPETITIENESS:

India has a sron' rac! record of de&i?erin' a si'nifican cos ad?ana'e) "ihc&iens re'u&ar&y re0orin' sa?in's of 58Q-86Q o?er he ori'ina& cos base. Theabi&iy o achie?e such hi'h &e?e&s of cos ad?ana'e by sourcin' o India is dri?en

by he abi&iy o access hi'h&y s!i&&ed a&en a &o"er "a'e cos.

87
http://www.investorwords.com/1872/factor.htmlhttp://www.investorwords.com/2258/growth.htmlhttp://www.investorwords.com/1872/factor.htmlhttp://www.investorwords.com/2258/growth.html


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@. C3NTIN=E; >3C=S 3N =ALIT+:

;e%onsraed 0rocess ua&iy and e3RMATI3N SEC=RIT+ ENIR3NMENT:

Indian auhoriies ha?e bui& a sron' foundaion for an Binfo-source en?iron%enin he counry. These inc&ude sren'henin' he re'u&aory fra%e"or! hrou'h

0ro0osed a%end%ens o furher sren'hen he IT Ac-5666.

8. RAPI; $R3TH IN 9E+ ,=SINESS IN>RASTR=CT=RE:

,P3 secor has been a !ey beneficiary "ih he cos of inernaiona& conneci?iydec&inin' ra0id&y and ser?ice &e?e& i%0ro?in' si'nifican&y. The 'ro"h is a!in'

0&ace no on&y in e


56/87

Cuso%ers are &oo!in' for ?endors "ho can 0ro?ide end-o-end so&uions. Indian?endors are usin' se?era& %ehods &i!e ie-u0s "ih e


57/87

HR 0rofessiona& has o face ?arious cha&&en'es oher han he abo?e saed. These are:

1. ,RAN; E=IT+:

Peo0&e si&& consider ,P3 o be V&o" bro"V) hus %a!in' i difficu& o arac hebes a&en. So HR %ana'ers ha?e o "or! for is 0ro%oion.

5. STAN;AR; PRE J3, TRAININ$:

A'ain) due o he "ide ?ariey of he obs) &ac! of 'enera& c&ariy on s!i&& ses) ec)

here is no sandard curricu&u%) "hich cou&d be desi'ned and fo&&o"ed.

@. ,ENCHMAR9S:

There are hard&y any bench%ar!s for co%0ensaion and benefis) 0erfor%ance orHR 0o&icies. E?eryone is charin' heir o"n course.

7. ;EMAN; 3> C=ST3MER C3MPANIES:

Cuso%er-co%0anies end o de%and beer resu&s fro% ousourcin' 0arners han

"ha hey cou&d acua&&y e >3C=SE; TRAININ$ AN; CERTI>ICATI3NS:

A'ain here is no any !ind of rainin' "hich can be 0ro?ided o he e%0&oyees in,P3 and no bench-%ar!s and cerificaions o ran! he%.

$i?en his bac!'round) he recruiin' and co%0ensaion cha&&en'es of HRde0ar%ens are on&y undersandab&e.

8F


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;8* 'OMPETITI#E ,ANDS'APE O) BPO IN INDIA

,P3 Indusry in India is 'ro"in' ?ery fas. I is 'ainin' 'round e?ery"here. There isa &o of co%0eiion oday in ,P3 &andsca0e.Les chec! ou "hich are he %aor 0&ayers in India. e "i&& sudy his under "oheads:

1. $ENPACT 1. ;A9SH-E-SERICES

5. NS $L3,AL 5. ISEA @. I,M ;A9SH @. ICICI 3NES3=RCE 7. A;IT+A MINACS 3RL;I;E 7. E>=N;SINTERNATI3NAL 8. TCS ,P3 8. HIN;=JA TMT

. IPR3 ,P3 . EKL SERICES F. >IRST S3=RCE F. AJ=,A G. IN>3S+S ,P3 G. M3TI> . HCL ,P3 . MIT SMART SERE 16. EKL SERICE H3L;IN$S 16. HCL TECH ,P3

)I(U%E ;96 TOP ;8 BPO 'OMPANIES IN

INDIA*

No" deai&ed descri0ion of a&& he %aor 0&ayers in ,P3 'round:

;* (ENPA'T@

$en0ac "as born in 1F as he India-based business 0rocess o0eraions for $ECa0ia&. In 5668) "ih euiy in?es%ens fro% $enera& A&anic and 3a! Hi&& Ca0ia&Parners) i beca%e an inde0enden co%0any and "as rebranded $en0ac. I is Indias

No. 1 ,P3 fir%.

8G

,ASE; 3N REEN=E

$ENERATE;

,ASE; 3N EMPL3+EE

SATIS>ACTI3N

T3P 16 ,P3 C3MPANIES IN IN;IA *566G/


59/87

$en0ac %ana'es business for co%0anies around he "or&d "ih a ne"or! of %orehan @6 o0eraions cenres in nine counries. $en0ac offers ser?ices in finance andaccounin') co&&ecions and cuso%er ser?ice) insurance) su00&y chain and

0rocure%en) ana&yics) ener0rise a00&icaion and IT infrasrucure.

Headed by Pra%od ,hasin) he co%0any had saff sren'h of o?er @7)@66 e%0&oyeesas on March @1) 566G. Is re?enues for he year 566F sood a OG55.F %i&&ion.

Acco1a/es won b. (enact

No.1 ,es Perfor%in' ,P3 and No.@ Leader in Hu%an Ca0ia& ;e?e&o0%en byGlobal Services%a'a#ine) in 566GTo0 16 in IA3Ps $&oba& 3usourcin' 166 &is) 566F-6GTo0 16 E%0&oyer disincion) ;a&ian) China) 566-6GNo.1 ITeS-,P3 Co%0any in India by NASSC3M) 5668-6G

:* 5NS (,OBA,@

5NS $&oba& ser?es se?era& indusries) inc&udin' ra?e&) insurance) financia& ser?ices)

hea&hcare) 0rofessiona& ser?ices) %anufacurin') disribuion and reai&. arbur'Pincus is he %aoriy shareho&der in NS $&oba& Ser?ices.

The NAS;A-&ised co%0any "ih %ore han )666 0rofessiona&s "as se u0 in 1.Neera ,har'a?a is a co-founder of NS *Ho&din's/ Ld and 'rou0 chief e


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business 0rocess ousourcin' s0ace. ih no business %ode& o fo&&o") i "as a bi'cha&&en'e o se u0 he co%0any.

I,M ;a!sh is !no"n for a 'ood &eadershi0) a focussed ?ision and an undyin' 0assion.In A0ri& 5667) I,M Cor0oraion acuired ;a!sh e-Ser?ices o ser?e as a '&oba& hub o%ana'e business 0rocesses for c&iens fro% across he "or&d.

ih 17 ser?ice de&i?ery cenres in India) I,M ;a!sh has %ore han @ ceners aroundhe "or&d. Today I,M ;a!sh e%0&oys %ore han 56)666 0eo0&e. Pa?an aish is hechief e


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;aaues *annua& To0 56 ,P3 &isin'/ - Ran!ed as Indias No 5 ,P3 co%0anyNASSC3M 566-6F - Ran!ed as Indias hird &ar'es ,P3) based on e


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i0ro ,P3 ( Cairn India dec&ared "inner a he firs annua& >A3 Research A"ardsof ;isincioni0ro ,P3 has been raed as a ,es E%0&oyer in India in he ,es E%0&oyers He"iSur?ey for 566Fi0ro ,P3 is he "inner of he 566F $&oba& ,P3 Sandard ,earer by IPC

F* )I%ST SOU%'E@

)irs source *for%er&y ICICI 3neSource/ is a &eadin' '&oba& business 0rocess%ana'e%en co%0any. >ounded in 5661) he co%0any is ran!ed hird inBusinessWee!s Ho 0&ayer &is of offshore ousourcin' co%0anies.

The co%0any has 1F)666 e%0&oyees in cenres across India) he =nied Saes) he=nied 9in'do%) Ar'enina and he Phi&i00ines. Ananda Mu!eri is he %ana'in'direcor and chief eA3 Today and Ne&son Ha&&.

Infosys ,P3 focuses on ine'raed end-o-end ousourcin' hrou'h &esser coss.Infosys ,P3 o0eraes in India) he C#ech Re0ub&ic) China) Phi&i00ines) Po&and),an'!o!) Me+566F-6G "ihre?enues of O586.@ %i&&ion.

Acco1a/es won b. In0os.s BPO

5


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Infosys conferred Pro?ider of he +ear a"ard by >A3 Today in 566GLised a%on' o0 ,P3 co%0anies in ;aaues) he Inernaiona& Associaion of3usourcin' Professiona&s) Red Herrin' &iss

C* +', BPO@

+CL ,P3) a di?ision of HCL Techno&o'ies Li%ied "as esab&ished in 5661. iho?er 1@)566 0rofessiona&s o0erain' ou of India and Norhern Ire&and) HCL ,P3 runsfoureen de&i?ery cenres across India) =9 and Ma&aysia.

The co%0any has re0ored re?enues o he une of O556. %i&&ion. HCL ,P3 a&so

offers %u&i&in'ua& su00or in ei'h Euro0ean &an'ua'es and ei'h Asia) Pacific andAfrica Co&&ecions *APAC/ &an'ua'es. HCL ,P3s focuses on secors &i!e e&eco%)reai&) ban!in' and financia& ser?ices) insurance) hi-ech ( %anufacurin') and %edia)

0ub&ishin' and enerain%en. Shi? Nadar is he founder) chair%an and chief srae'yofficer of HCL Techno&o'ies.

Acco1a/es o0 +', BPO

Ran!ed second in Purdue ,ench%ar! *566@/ $&oba& Peer $rou0 of ,P3 Ser?ice

Pro?idersRan!ed hird in Hi'hes Saisfacion for ,usiness Process 3usourcin' by he ,&ac!,oo! of 3usourcin' *566F/Ran!s a%on' he To0 16 ITeS-,P3 co%0anies in India *NASSC3M ( ;aaues/

;8* E, Ser3ice +o1/ings

EKL Ser?ice Ho&din's ca%e ino e


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The co%0any has seen a fas-0aced 'ro"h "ih 86 c&iens and saff sren'h of G)566e%0&oyees. Re?enues for he uarer ended March @1) 566G "ere O86. %i&&ionco%0ared o O@. %i&&ion in he uarer ended March @1) 566F) an increase of 5F.G

0er cen.

Acco1a/es 0or E, Ser3ice +o1/ings

Reco'ni#ed as one of he To0 166 ho 'ro"h co%0anies for 566FA%on' he o0 16 bes 0erfor%in' ,P3s in CMP Medias &is

No.1 risin' sar in he $&oba& 3usourcin' &is by Inernaiona& Associaion of3usourcin' Professiona&s.

. ISEVA*

ISe?a is a &eadin' ,P3 and is a 0ar of e7e$rou0. I is an IS3: 661 5666 Cerifiedco%0any and 0ro?ides ser?ices in cuso%er care) ransacion 0rocessin' and daa

0rocessin'. ISe?a has "o faci&iies in India) "hich are in ,an'a&ore. I has e%0&oyeesren'h of 1)666.

+. ICICI E S,RCE*

ICICI 3neSource is one of he &eadin' ,P3 ser?ice 0ro?iders in India. I has beensuccessfu& in 0ro?idin' einancia& Ser?ices) Te&eco%)Hea&hcare) Media and Pub&ishin'. Accordin' o co%0any sources) i has e%0&oyed%ore han 7)866 0eo0&e in is faci&iies "or&d"ide. ICICI 3neSource has beensuccessfu& in recei?in' he ,S FF cerificaion for infor%aion securiy.

-. E!,DS I&ERA&IAL*

A&hou'h Efunds "as ran!ed fourh in he o?era&& E-SAT sur?ey) i had ous%ared isri?a& co%0anies by a con?incin' %ar'in o 'e he o0 s&o as he BMos Preferred

E%0&oyer. I has been chosen by he %os nu%ber of e%0&oyees as a B;rea%Co%0any o "or! "ih. Efunds 0ro?ides e


65/87

cerificae as i has a&ready i%0&e%ened his inernaiona&&y reco'ni#ed securiysandard in he or'ani#aion.

. 'ID,/A &0&*

ih e%0&oyee sren'h of near&y 5)666) Hindua TMT has successfu&&y esab&ishedise&f as one of he &eadin' ,P3 ser?ice 0ro?iders in India. I 0ro?ides a "ide ran'e ofser?ices in %ore han 86 counries in he "or&d. HTMT funcions in he areas of IT)Te&eco%) ,an!in') >inance) Insurance) Hea&hcare) Trans0or and Educaion. In India)i has ser?ice ceners in ,an'a&ore and Mu%bai.

1. A/,"A*

Auba So&uions is a sur0rise enry in he E-SAT sur?ey. Is a 'ro"in' ,P3 "ih usa &i&e o?er 866 e%0&oyees. I dea&s in IT so&uions and oher cuso%er ser?iceo0eraions. Auba is &ocaed in Chennai) India.

2. 0&I!*

Ah%edabad-based ,P3) Moif India 0ro?ides ,P3 ser?ices o >orune 866co%0anies. I o0eraes in ransacion 0rocessin') "hich inc&udes In?esor Ser?ices)Ad%inisraion and Muua& fund and Cuso%er Ser?ices &i!e oice Process) E%ai&

Mana'e%en and >a< Processin'. Near&y 866 e%0&oyees are curren&y "or!in' forMoif.

3. II& S0AR& SERVE*

NIIT S%ar Ser?e is a '&oba& ,P3 co%0any) "hich has e


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he >TSE 586 Inderon&ine conracs in Ausra&asia) Midd&e Eas) Asia) inc&udin' Hon' 9on' and Indiaand Africa) and $&oba& Ser?ices inc&ude ,P3 %idd&e and bac! office ser?ices. I offershree &ines of ser?ice: ,P3) consu&in' and echno&o'y ser?ices. In 3cober 561@) iso&d is =nied 9in'do% occu0aiona& hea&h business. In No?e%ber 561@) heCo%0any so&d is London srees %ainenance and =9 rans0or echno&o'y businesso Cubic Cor0oraion.

Sory in India

Infoision *no" Serco/ be'ins o0eraions in Ne" ;e&hi India in 11) 0ro?idin'bac!-office ser?ices such as &oya&y 0ro'ra%%es) direc %ar!ein') and daa%ana'e%en for c&iens &i!e 3beroi Hoe&s) Lufhansa) and A%erican E


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F


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)I%STSOU%'E SO,UTIONS ,TD

>irssource So&uions incor0oraed in 5661D is a '&oba& 0ro?ider of business 0rocess%ana'e%en ser?ices headuarered in Mu%bai) Maharashra) India. The co%0anyha?e been 0ro?idin' inno?ai?e) cuso%er-cenric ,usiness Process Mana'e%en*,PM,P3/ so&uions o he "or&ds &eadin' or'ani#aions across heTe&eco%%unicaions ( Media) ,an!in' (financia& ser?ices) insurance)hea&hcare and

0ub&ishin' indusries.>irssource is ran!ed No. 11 in IT co%0anies and o?era&& ran!edno. @8 in India in >orune India 866&is in 5611.>irssource has o0eraions in India)=S) Ire&and) =9) and Phi&i00ines. I "as for%er&y ICICI 3neSource. I is no" an RP$'rou0 co%0any) as is a!en o?er by Sani? $oen!a.

Ser?in' o?er 166 '&oba& c&iens fro% %u&i0&e de&i?ery ceners and in ?arious&an'ua'es he co%0any is su00ored by a @6)666U '&oba& "or!force in India) ThePhi&i00ines) Sri Lan!a) he =SA) Ire&and and he =9.

In India i o0eraes fro% Mu%bai) ,an'a&ore) Chennai) Coi%baore) 9o&!aa) Hub&i)Trichy) Cochin) iaya"ada) Indore) Si&i'uri) ,hubanesh"ar) Ja&andhar,ho0a& andPana . The o0eraions in India are >inance and Accounin') Cuso%er Ser?ices)Te&eco% ( Media and Hea&hcare business.

Business areaSer?ices- >irssource 0ro?ides ser?ices hrou'hou he cuso%er &ifecyc&e ha inc&udescuso%er acuisiion) cuso%er care) bi&&in' and co&&ecions) ransacion 0rocessin'and business research and ana&yics.

Industries

Banking an Financial Services- =nder his >irssource 0ro?ides cuso%i#ed) f&e


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>irssource "as "inners in he 2,es Proec in ser?ices ( ransacion4 cae'ory

in he annua& Si< Si'%a IPC E


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Suther1an/ (1oba1 Ser3ices

Suher&and $&oba& Ser?ices esab&ished in 1G) Suher&and $&oba& Ser?ices is a'&oba& 0ro?ider of business 0rocess and echno&o'y %ana'e%en ser?ices offerin' anine'raed 0orfo&io of ana&yics-dri?en bac!-office and cuso%er facin' so&uions hasu00or he enire cuso%er &ifecyc&e. The Co%0any is IT enab&ed and ,P3 co%0anys0ecia&i#in' in cuso%er %ana'e%en and bac!-office ser?ices. Throu'h consisenhard "or! and dedicaion) he Co%0any ha?e achie?ed he re0uaion of 0ro?idin'eounder;i&i0 R. e&&odi founded Suher&and $&oba& Ser?icesheaduarered in

Rocheser) N.+.) Suher&and is one of he "or&ds &ar'es inde0enden ,P3 co%0aniese%0&oyin' o?er @6)666U 0rofessiona&s across 76U o0eraion ceners and businesso0eraions &ocaed in ,ra#i&) ,u&'aria) Canada) China) Co&o%bia) E'y0) India)Ja%aica) Ma&aysia) MeICATES

NMS;C Cerified since 566G

Peo0&e Ca0abi&iy Mauriy Mode& *PCMM/ Le?e& 8X 566G

PCI;SS Co%0&iance hrou'h Trus"a?es Trus9ee0erX 566G

IS35F661 Cerificaion by ,riish Sandards Insiue *,SI/ in May) 566 S$S Syse%s ( Ser?ices Cerificaion

Suher&and achie?ed C3PC Sandard ersion 7.6 cerificaion for %u&i0&e

0ro'ra%s in our India faci&iies. Safe Harbor cerificaion by =.S. ;e0. of Co%%erce

AAR;S 561@ $&oba& 3usourcin' Ran!in'

F6
http://sutherlandglobalservices.blogspot.in/2007/09/sutherland-global-services.htmlhttp://www.suth.com/http://sutherlandglobalservices.blogspot.in/2007/09/sutherland-global-services.htmlhttp://www.suth.com/


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To0 Leader Reai&To0 Leader Indusry S0ecific Ser?icesTo0 Leader Techno&o'yTo0 Leader >inancia& Mana'e%en Ser?icesTo0 Leader Te&eco%%unicaionsTo0 Leader >inancia& Mana'e%en Ser?icesTo0 Leader Cuso%er Re&aionshi0 Mana'e%en

Cenra& Louisiana Cha%ber 3f Co%%erce *CNLE/ A"ard for 2,es Ne"

,usiness *2,i##y4 A"ard/ A0ri&) 561@ Trade ( Indusry ;e?e&o0%ens Cor0orae In?es%en and Co%%uniy I%0ac

*CiCi/ A"ard f;i Proecs of he +ear 5615: 2,es 3usourcin' Proec Runner =0

Suher&and $&oba& Ser?ices in Ja%aica 5615 Leaders - S0ecia&y 9P3) $&oba& Leader Indusry S0ecific ,P3) Leader

Mid-ier >A3) $&oba& ,P3 Cha&&en'ers) Mid-Tier Cuso%er Mana'e%enendors

,es CI3 A"ards: 2Le?era'in' IT for ,usiness Perfor%ance4

Suher&and $&oba& Ser?ices >eaured on Inc. 8)666 Inde< for he Sior he hird consecui?e year) Suher&and $&oba& Ser?ices "as a%on' he o0

co%0anies in he Infor%aionee! 866.

Suher&and $&oba& Ser?ices ins ,P3 or'ani#aion of he +ear and he30eraiona& E


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(1oba1 Ser3ices Pri3ate ,imite/ !($

Huchison ha%0oa is one of he "or&ds &eadin' o"ners and o0eraors ofe&eco%%unicaions and inerne infrasrucure. >ounded by Mr. Li 9a-shin')Huchison ha%0oa Li%ied is a &eadin' inernaiona& cor0oraion co%%ied oinno?aion and echno&o'y "ih businesses s0annin' he '&obe. ih o0eraions ino?er 86 counries and a00ro


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In he 1G6s) heir aci?iies in India broadened o inc&ude in?es%en ban!in') cross-border ca0ia& %ar!es "or!) and financia& ad?isory ser?ices.In 1@) J.P. Mor'an enered ino a oin ?enure "ih ICICI and J. P. Mor'an beco%esone of he &eadin' in?es%en ban!s in India) raisin' funds in he do%esic %ar!es for

boh 0ub&ic and 0ri?ae secor c&iens.In 5665) JPMor'an Chase esab&ished is $&oba& Ser?ice Cener *$SC/ in Mu%bai)

0ro?idin' 57


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The co%0any 're" fro% Cincinnai ,e&&Infor%aion Syse%s and MATRIKK) bohsubsidiariesof Cincinnai ,e&&) and AT(T So&uions Cuso%er Care *for%er&y AT(TA%erican Transech/) "hich "as so&d o Cincinnai ,e&& in 1GD an IP3in Au'us1G %ade i a fu&&y inde0enden co%0any. Since hen) Con?er'ys headuarers inCincinnai) 3hio) has acuirednu%erous co%0anies.Con?er'ys so&d is Hu%an Resources Mana'e%en &ine of business o

Norh'aeArinsoin March 5616.

3n 55 March 5615) Ja0anese echno&o'y fir% NECannounced i "ou&d buy heInfor%aion Mana'e%en ,usiness of Con?er'ys for a00ro


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Eas and Africa) "e ensure "e are in he ri'h 'eo'ra0hies "ih he ri'h %ar!eeounded in 5665 inNe" +or!) Media Moniors "as creaed o &e?era'e he 0aened broadcas %oniorin'fin'er0rinin' echno&o'y) creaed by is 0aren co%0any) Radio Co%0uin'Ser?ices*RCS/. RCS is he "or&ds &eadin' 0ro?ider of broadcas sof"are used by%ore han 666 radio saions and oher %edia ou&es "or&d"ide. In India) AirChec!and RCS are siser concerns and "or! in ande%) "ih he &aer doin' sa&es andsu00or for AirChec!.AirChec! India P?. Ld. "as re'isered in India on 3cober 17) 566@. 3ur ourney of

a housand &ea'ues be'an "ih a sin'&e se0Y S%a&& unhurried se0s in he be'innin'ensured a so&id foundaion for he fuure and "ih i%e) he s%a&& se0s beca%e'i'anic &ea0s. Today) "e are a one of a !ind ,P3 in IndiaY >ro% a series of s%a&&offices in he "esern suburbs *,andra and Sana Cru#/) he f&oods ha %aroonedMu%bai in 5668 ensured ha "e uic!&y %o?ed o our cor0orae office furher "es oMinds0ace) in $ore'aon *es/.Ser?ices

F8


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Airchec! Moniors Radio) Ne"s0a0ers and T in =nied Saes) =nied 9in'do%)Souh Africa) India

The To0 T"eny Mos >reuen&y P&ayed Son's on Radio) in IndiaIf you found hisre0or ineresin') hen "e can assis you furher in cuso%i#in' %ore re0ors andana&y#es o einancia& Insiuions >i&% Producion Housese ha?e %ore han 1@666 '&oba& c&iens &oo!in' a our daa fro% he abo?e %enionedsecors.

F


77/87

CSR[Aci?iiesCo%0any Aci?iiesCor0orae Socia& Res0onsibi&iiesIn a "or&d of c&i%ae chan'e and a counry of 0erennia& naura& disasers) "e) aAirChec! India decided o do our bi as "e be&ie?e) 2e?ery dro0 couns4. The ea%'a?e u0 heir ;i"a&i 'ifs so ha he 0roceeds cou&d be sen for f&ood re&ief) for?ici%s in Andra Pradesh. e oined hands "ih a ;e&hi based N$3 ha "or!snaion"ide) $oon) o"ards our effor o ensure ha our conribuion acua&&y reachedhose "ho rea&&y needed i. EC3 REC3 Mean"hi&e) as hin's "ere 2heain' u04 ahe C&i%ae Conference in Co0enha'en) "e rea&i#ed ha e-"ase in India is usua&&ydis%an&ed and recyc&ed %anua&&y in a raher ha#ardous "ay by 0oor&y 0roeced"or!ers) hus &ea?in' a %a%%oh carbon foo0rin. AirChec! "as !een o %a!e a

difference o he eco&o'y by dis0osin' off is e-"ase in a res0onsib&e %anner. So &asyear) "e 'o in ouch "ih Eco Reco *Eco Recyc&in' Li%ied/) a Mu%bai based eco-oufi "hich is 'eared o"ards %a!in' e-"ase recyc&in' safer and en?iron%enfriend&ier oo. 3n he occasion of he 86h anni?ersary of The Econo%ic Ti%es) EcoReco 0&aced an ad?erise%en on beha&f of a&& is 0arons. AirChec! India P?. Ld. is

0roud of he co%0any i !ee0sY

FF


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+O(O 5O%>S SO,UTION

H3$3 or!s So&uion is based in Mu%bai "hi&e ha?in' %u&i0&e de&i?ery cenersacross India. H3$3 has sared is ser?ice in ;ece%ber 5668. e ha?e co%0&eed a&o of "or! for our c&iens. 3ur "or! inc&udes &oan &ead 'eneraion) &oan a00&icaion)

0rocessin') %or'a'e ( deb conso&idaion &oan &ead 'eneraion) ,5, e?en re%inder)a00oin%en fi


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;;* '%ITI'A, ANA,YSIS O) BUSINESS P%O'ESS OUTSOU%'IN(

Criica& ana&ysis %eans an a00raisa& based on carefu& ana&yica& e?a&uaion. No" forana&y#in' he ,P3 indusry "e "i&& sudy is:

1. ,enefis of ,P3 indusry.

5. Li%iaions of ,P3 indusry.

@. S3T Ana&ysis.

;* BENE)ITS O) OUTSOU%'IN(@

3usourcin' your non-core aci?iies "i&& 'i?e you %ore i%e o concenrae on

your core business 0rocesses.

3ffshorin' can 'i?e you access o 0rofessiona&) e


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3ffshorin' can he&0 your or'ani#aion sa?e on ca0ia& e


81/87

In case) your offshore ser?ice 0ro?ider beco%es ban!ru0 or 'oes ou of

business) your or'ani#aion "i&& ha?e o i%%ediae&y %o?e your business0rocesses in-house or find anoher ousourcin' 0ro?ider.

The e%0&oyees in your or'ani#aion %i'h no &i!e he idea of you ousourcin'

your 0rocesses and hey %i'h e


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1. STREN$THS:

Hi'h&y s!i&&ed) En'&ish-s0ea!in' "or!force.

Abundan %an0o"er.

Chea0er "or!force han heir esern couner0ars. Accordin' o Nassco%) The

"a'e difference is as hi'h as F6-G6 0ercen "hen co%0ared o heir eserncouner0ars.

Lo"er ariion raes han in he es.

;edicaed "or!force ai%in' a %a!in' a &on'-er% career in he fie&d.

Round-he-c&oc! ad?ana'e for esern co%0anies due o he hu'e i%e

difference.

Lo"er res0onse i%e "ih efficien and effeci?e ser?ice.

30eraiona& e


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To "or! c&ose&y "ih associaions &i!e Nassco% o 0orray India as he %os

fa?oured ,P3ITES desinaion in he "or&d.

Indian ,P3ITES co%0anies shou&d "or! c&ose&y "ih esern 'o?ern%ensand assua'e heir concerns and issues.

India can be branded as a ua&iy ,P3 desinaion raher han a &o"-cos

desinaion.

O6 bi&&ion ,P3 business by 5616.

7. THREATS:

The ani-ousourcin' &e'is&aion in he =S sae of Ne" Jersey. Three %ore

saes in he =nied Saes are 0&annin' &e'is&aion a'ains ousourcin'. Theseare- Connecicu) Missouri and isconsin.

or!ers in ,riish Te&eco% ha?e 0roesed a'ains ousourcin' of "or! o

Indian ,P3 co%0anies.

3her ,P3ITES desinaions such as China) Phi&i00ines and Souh Africa

cou&d ha?e an ed'e on he cos facor. S&o"do"n of de%and.

G@


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;:* BUD(ET :88C6;8@ IMPA'T ON T+E BPO INDUST%Y

The ,ud'e for 566-16 "as a %iinance Miniser has 'i?en s0ecia& aeniono he educaion secor and has 0ro0osed increased ou&ay for insiuions such as IITsand Naiona& Insiues of Techno&o'y *NITs/ o Rs 56)666 %&n. This "i&& benefi heindusry in he &on' er% "ih he a?ai&abi&iy of a &ar'er and e%0&oyab&e a&en 0oo&.

DISAPPOINTMENTSL

The increase in %ini%u% a&ernae a< *MAT/ fro% 16Q o 18Q "as adisa00oin%en) es0ecia&&y a a i%e "hen he co%0anies across indusries are facin'credi crunch. Increased MAT "i&& affec cash f&o"s of co%0anies a a i%e "hen&iuidiy is criica&. hi&e his ne'aes he 0osii?es of he bud'e 0ro0osa&s and &andshe IT secor in ne'ai?e erriory %ar'ina&&y) he 'ood ne"s is ha he bud'e doesa&&o" he co%0anies o carry for"ard he a< credi fro% he F years 0eriod o 16

G7


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years.

3?er he &as decade) IT and ,P3 indusry co%bined ha?e si'nifican&y conribued o

he counrys $;P) einancia& Ser?ices and Insurance/ and Hi-Tech secor. ,u he econo%icdo"nurn has i%0aced he 'ro"h of ,P3 indusry. Si&& i occu0ied 6Q of heoffshore %ar!e.

The indusry is e


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here are &o %ore cha&&en'es ahead for he ,P3 indusry. Phi&i00ines and China aree%er'in' as sron' co%0eiors for he Indian indusry.

Therefore i reuires effors fro% NASSC3M) $o?ern%en and indusry ise&f.

NASSC3M *Naiona& Associaion of Sof"are and Ser?ice Co%0anies/ shou&d "or!for de?e&o0in' an a'enda for 'ro"h in ,P3 indusry. $o?ern%en shou&d a&so &oo!for beer infrasrucure) educaiona& faci&iies and inceni?es in fisca& 0o&icies oarac %ore MNCs o"ards Indian ,P3 indusryD his "i&& he&0 in reainin' he i0 of,P3 iceber') and "i&& ensure susainab&e 'ro"h.

BIB,IO(%AP+Y

1. """.nassco%.or'

5. """.b0oindia.co%

@. """.euaerra.co%

7. """.econo%ici%es.co%

8. """.coo&a?enues.co%

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F. """.uoria&re0ors.co%

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16.Research Sudies conduced by:

NASSC3M

Mc9insey

G
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E?eres $rou0

E?a&ue Ser?e

A.T. 9earney

$arner

TPI

I;C

11.""".chi&&ibree#e.co%
http://www.chillibreeze.com/http://www.chillibreeze.com/

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