b p o presentation 1
DESCRIPTION
A presentation on Business Process Outsourcing, prepared by Vikash.TRANSCRIPT
Gives you the finest way
to
Enter into BPO sector.
B P O
BPO & Call Center
Business Process Outsourcing means to do
Outsourcing Work
Call centers Call centers are those where are those where
Telephone callsTelephone calls are being handled are being handled
What is OUTSOURCING?
Delegating a Company’s Business Processes
To
Third Party
Works can be Outsourced.
Business Process Outsourcing
Human ResourcesHuman Resources
Finance and AccountingFinance and Accounting
Back Office AdministrationBack Office Administration
Payment ProcessingPayment Processing
CRMCRM
Tech SupportTech Support
Web HostingWeb Hosting
Technology Service Outsourcing
Web Security & SolutionWeb Security & Solution
Web Designing/Development/M
aintenance.
Web Designing/Development/M
aintenance. Logistic ManagementLogistic Management
Why INDIA?
BPOs in INDIA
Maximize working hour (24×7)shifts
Expansion of Road
Networks
Easy & Effective Manpower
Increase Capabilities
Internet and IPLC
connectivity on
same LAN
Lower land costs
0.8 1.83.1 3.1
4.9
8.7
19.877%
38%
44%40%
29%
13%
45%
0
5
10
15
20
25
Mexic
o
Ch
ina
Ph
ilip
pin
es
Cen
tral
&
East
ern
Eu
rop
e
Oth
ers
Can
ad
a
Ind
ia
$ B
0%
15%
30%
45%
60%
75%
90%% (CAGR)
2002 2005 2008 CAGR
Source: neoIT
42.22008
19.82005
8.12002
Total Market Size ($ B)
CALL CENTRECALL CENTRE:- :- A call centre is a placeA call centre is a place
of network of places, where a customer’s queries can be of network of places, where a customer’s queries can be dealt with satisfaction to the customer. A call centre is a dealt with satisfaction to the customer. A call centre is a place, which interacts with the customers, either by making place, which interacts with the customers, either by making or receiving calls, for business purpose. It is the core work or receiving calls, for business purpose. It is the core work of the call centre.of the call centre.
Kinds of Call CentreKinds of Call Centre
According to Geographical location:-According to Geographical location:-
DOMESTIC:-DOMESTIC:-Receiving & Making calls in Receiving & Making calls in same country. same country.
INTERNATIONAL:-INTERNATIONAL:-Call made in one Call made in one country & received in other country.country & received in other country.
According to process:-According to process:-Inbound:-Inbound:-Where the calls are received.Where the calls are received.
Outbound:-Outbound:-Where the calls are made. Where the calls are made.
According to Technology:-According to Technology:-Voice Based:-Voice Based:-Which interacts with the Which interacts with the
customers by using voice only.customers by using voice only.
Web Based:-Web Based:-Which interacts the customers Which interacts the customers through web.through web.
Talent Pool in India
Eng Grad 7%
Eng Diploma 7%
Arts Grad 40%Commerce Grad 19%
Science Grad 17%
PG Arts
PG Science
PG Comm{
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?
Sl.No Number of U.S. Jobs Moving Offshore
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) United States India India as % of US costs
Personnel 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%
TOTAL EXPENSES 58,598 11,854 20%
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
5Cambridge
SolutionsRs. 1,000 crore
6WNS 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 SKILLS
Call center 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: Rs 3 lacks - Rs 5.5 lacks per annum
› Training Heads: Rs 8 lacks - Rs 12 lacks per annum
› Training Managers: Rs 5 lacks - Rs 8 lacks per annum › Trainers: Rs 2 lacks - Rs 5 lacks per annum
Qs & As