IT ENABLED SERVICES - TUESDAY

8/7/2019 IT ENABLED SERVICES - TUESDAY

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ITES : Information TechnologyEnabled Services

Software development, Data entry, Programming,Web development services

BPO : Business Process OutsourcingMedical Transcription, Call Centers


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Business Process Outsourcing (BPO) is defined as thedelegation of one or more business processes to an external

service provider, who in turn owns, manages and administersthe selected processes, based on defined and measurable

performance metricsOutsourcing means services and business process carried out

at a different geographical location other than where the actualmarket or demand for such services exists.


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IT Enabled Services is a place which can lookafter your all outsourcing needs whether its aCustomer Relationship Management (CRM), BackOffice Operations/Revenue Accounting/ DataEntry, Data Conversion

India is well positioned to derive benefits from the

ITES market and become a key hub for theseservices.


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Business process outsourcing (BPO ) is a formof outsourcing that involves the contracting of theoperations and responsibilities of specificbusiness functions (or processes) to a third-partyservice provider.

Originally, this was associated with manufacturing

firms, such as Coca Cola that outsourced largesegments of its supply chain


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Call center is a centralized office of a company that answersincoming telephone calls from customers or makes outgoingtelephone calls to customers. They can handle a considerablevolume of calls at the same time and can also log calls. It is

the focal point of customer service for most companies today.Using a variety of technologies including computer automation, call centers connect the customer and theorganization to meet customer needs in real time.

Call centers have application in many industries offeringcustomer service. Many organizations use call centers tosolicit clients or customers for new sales or donations andcontributions. They can also be used to accomplish surveys of customer satisfaction or public opinion.


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Call centers can be divided into threegroups:

Those that focus on outgoing calling

Those that focus on incoming calls Those that are established to accomplishmultiple tasks


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Role of Computer in Call Center Technology plays a major role in the callcenter. Computers are used to accesscustomer records, product information,ordering status, transaction history and othervarious important data. They play as theprimary and the most essential tool for callcenter agents. They even contact customersthrough email and can also blend mails withphone calls. No call center can work withoutthe availability of computers.


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Significance of Call CenterCall center have particular significance in threeareas : Customer service and retention : Callcenter serve as the means by which theorganization creates a long term relationship withindividual customers.

Direct marketing : Services or products requiredby the customer are directly marketed on phone oron Internet.Source of management information : A callcenter with good software accumulates a great dealof information about customers.


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The evolution and maturity of the Indian BPO sector has given birth to yet another wave in the globaloutsourcing scene: KPO or Knowledge ProcessOutsourcing

The success in outsourcing business processoperations to India has encouraged many firms to startoutsourcing their high-end knowledge work as well.Cost savings, operational efficiencies, access to ahighly talented workforce and improved quality are allunderlying expectations in off shoring high-endprocesses to India.


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KPO is highly value added processes in which theachievement of goals is highly dependent on theskills, knowledge and experience of the peoplecarrying them out.E.g. - TALLY ACADEMY


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Knowledge Process Outsourcing industry (KPO) isexpected to reach USD 17 billion by 2010, of which USD 12 billion would be outsourced to India.Indian KPO sector is also expected to employmore than 250,000 KPO professionals by 2010,compared with the current figure of 25,000

employees


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A report by Evalueserve predicts that India willcapture more than 70 percent of the KPOoutsourcing sector by 2010.


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Research & DevelopmentBusiness and Technical AnalysisLearning Solutions

Animation & DesignBusiness & Market ResearchPharmaceuticals and BiotechnologyMedical Services


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Legal Process Outsourcing has attained another dimension with the increase in outsourcing of legalwork.contract drafting, document review, depositionsummary.The availability of software & competent personnelin countries like India has attracted the

outsourcing to greater extent.


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Scanning & document onto the secureintranet site

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Accessthe

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Performthe

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Concentration on core business areasWorld-class technology at lower ratesSkilled manpower at affordable prices

Increased productivityBeat CompetitionTax benefits


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THANK YOU

IT ENABLED SERVICES - TUESDAY

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