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Business Process Outsourcing: An Industry Overview Consulting Club, IIMC

The document discusses business process outsourcing (BPO) and the BPO industry in India. It defines different types of outsourcing like ITES, BPO, and KPO. The top Indian BPO players are listed. Success in the BPO industry requires process knowledge, technical capabilities, service models, alliances, financial strength, change management skills, and innovation. Key challenges for BPO companies include client acquisition, employee retention, productivity, quality control, skills gaps, funding, competition from other countries, infrastructure issues, and challenges for smaller firms.

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Sayed Abdul Rahman
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62 views8 pages

Business Process Outsourcing: An Industry Overview Consulting Club, IIMC

The document discusses business process outsourcing (BPO) and the BPO industry in India. It defines different types of outsourcing like ITES, BPO, and KPO. The top Indian BPO players are listed. Success in the BPO industry requires process knowledge, technical capabilities, service models, alliances, financial strength, change management skills, and innovation. Key challenges for BPO companies include client acquisition, employee retention, productivity, quality control, skills gaps, funding, competition from other countries, infrastructure issues, and challenges for smaller firms.

Uploaded by

Sayed Abdul Rahman
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Business Process Outsourcing

An Industry Overview
Consulting Club, IIMC
Introduction
 What is outsourcing?
 Why do companies
outsource?

 Moving from
outsourcing non-core
activities to
outsourcing core
activities as well…
Outsourcing to India

ITES : Information Technology Enabled Services


Software development, Data entry, Programming,
Web development services

BPO : Business Process Outsourcing


CRM, Medical Transcription, Call Centers

KPO : Knowledge Process Outsourcing


Financial Analysis, Legal Services

 Moving up the value chain


Current Top 10 Indian players
 Genpact  NASSCOM report:
 WNS  Value of total BPO
 Wipro BPO market in 2005
estimated at $5.1 bn
 HCL Technologies BPO
 Top 5 IT vendors have
Services
only 6.5% of the
 ICICI OneSource market
 IBM Daksh  1/3 of the market to big
 Progeon (Infosys) BPO companies
 Aegis BPO Services  1/3 to captives
 EXL Service Holdings  1/3 to smaller set ups
 24/7 Customer  Predicted consolidation
Outsourcing to India
What it takes to succeed
Success Defined by:

 Process and Industry Knowledge


 Technical and Operational Capabilities
 Service Models
 Alliances
 Financial Strength
 Change Management
 Ability to innovate
Challenges Ahead…
 Client Acquisition and Retention
 Retaining employees
 Productivity
 Quality and compliance issues
 Resource and Skill Gaps
 Funding
 Emerging Foreign Destinations
 Physical Infrastructure
 Smaller Firms Plight

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