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