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Bpo
Bpo
Bpo
In the early days ,BPO consisted of outsourcing processes of payroll ;later on came in financial and administration processes, Human Resources functions ,call centre and customer service activities.
OUTSOURCING TERMS
OFF SHORE - A work process outsourced to a different
to and from more than one country. E.g. EXL, Aegis, FirstSource pure BPO players.
Captive Units MNC-owned units that undertake work for the parents
global operations & organization-owned units of domestic organizations. E.g. HSBC, Dell, JP Morgan. N.B Some captives operating in India who work for their clients other than their parent organization are Accenture, Syntel, HP.
Integrated Organizations MNCs working in BPO, IT & Software
Services, Engineering, Product and Platform and Consulting. E.g. Infosys, Wipro, TCS, IBM, Genpact.
FY 2002 1.6
CAGR 31%
FY 2010 14.7
1.5 % CONTRIBUTION TO INDIAS GDP IN THE LAST DECADE. 7% OF THE TOTAL INDIAN EXPORTS TILL FY 2010. Creation of 4.5 million jobs (direct & indirect). BY 2020 REVENUES TO TOUCH $ 65 BILLION OF WHICH INDIAS SHARE WOULD BE ONE-FIFTH.
34%
500 +
200 +
66
35+
ATMS
MEDICAL ROOM
LIFE INSURANCE
MEDICAL INSURANCE
RETIREMENT BENEFITS
BUSINESS LINES
CUSTOMER CARE
COLLECTIONS FINANCE & ACCOUNTING (F & A) ANALYTICS IT SERVICES , NETWORK & INFRASTRUCTURE SUPPLY CHAIN MANAGEMENT TRANSACTION AND DATA ENTRY
OTHERS
REPORTING/ANALYSTS
TL/MANAGERS TRAINERS CUSTOMER FACING ROLES/ASSOCIATES QUALITY/PROCESS ENGINEERING
BUSINESS DEVELOPMENT
LEARNING /TRAINING
OPERATIONS/DAILING/ROUTING
MANAGER
VICE PRESIDENT
OTHER BEBEFITS
GLOBAL EXPOSURE
TRAVEL / ON THE JOB TRAINING ASSOCIATION WITH WORLD CLASS BRANDS BUILD COMPETENCIES AND SKILLS MULTIPLE DOMAIN OPTIONS TRAINING
10
DATA ANALYTICS TO GROW MUCH FASTER THAN BPO INDUSTRY AVERAGE WHICH WILL BE NEXT BIG THING IN THE COMING DECADE.