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What is outsourcing? Delegating a Company’s Business Processes to Third Party Processes to Third Party

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What is BPO? Contracting of the operations and responsibilities of a specific and responsibilities of a specific business processes to a third-business processes to a third-party service provider . party service provider.

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Reasons for outsourcing • Reduce and control operating costs • Improve companies focus • Free internal resources for other

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BPO Catego ries : • Back Office outsourcingBack Office outsourcing Internal Business FunctionsInternal Business Functions • Front Office outsourcingFront Office outsourcing Customer Related servicesCustomer Related services

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Certain terms : • OffshoreOffshore • Near shoreNear shore • Inshore

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What BPO Provides Human Resource Finance Market Research Network Consultancy Technical Support Collections Transaction Processes AccountingAdministration TrainingCustomer Care

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Sectors: • Telecom Industry Telecom Industry • Travel & Hospitality Industry Travel & Hospitality Industry • Technology Industry Technology Industry • Banking/Financial servicesBanking /Financial services • Insurance IndustryInsurance Industry • E-commerce & Retail IndustryE -commerce & Retail Industry • Industrial SectorIndustrial Sector • Distribution Sector & many moreDistribution Sector & many

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Market Share: • BPO and ITes Contributes 7% to GDPBPO and ITes Contributes 7% to GDP • The global BPO Industry is 120-150 billion dollars The global BPO Industry is 120-150 billion dollars • Indian BPO is US $11.4billion.Indian BPO is US $11.4billion. • 824 call centers in India.824 call centers in India. • Indian IT-BPO recorded Growth of 28% in FYIndian IT-BPO recorded Growth of 28% in FY2007-08.2007-08. • Expectations of $30 billion by 2012.Expectations of $30 billion by 2012. • Around 6,00,000 people employed, about theAround 6,00,000 people employed, about thesame as IT industry but It’s growing faster.same as IT industry but It’s growing faster. • Indian BPO players are ranked top global playersIndian BPO players are ranked top global playersin every single segment because they investin every single segment because they investmassively in training, quality assurance,massively in training, quality assurance,productivity improvement and informationproductivity improvement and informationsecurity.security

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Distribution of BPO providers in % Distribution of BPO providers in %

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