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Nasscom Bpo Insight

Apr 05, 2018

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    BPO C r r g i2

    Dear Reader,

    The BPO industry in India has been growing at a tremendous pace. In 2003-04, revenuesor the industry were about USD 3.1 billion and in 2008-09 revenues are at nearlyUSD 13.6 billion. NASSCOM estimates that by 2020, the BPO industry will be nearlyUSD 65 billion. This industry has o ered many young people the opportunity to start, growand build their careers. The industry employs nearly a million people and as the Industrygrows; this number is expected to grow.

    What attracts these million plus people to this industry? And why should you considerthe BPO industry as a serious career option? This guide answers these and many otherquestions about a career in this industry.

    Choosing a career is one o the most important decisions o your li e, and this guide willhelp you make an in ormed choice. It tells you about the industry, the verticals it operatesin, how to get a job in this industry and what you need to do to build a success ul career.

    Career growth in the BPO industry is based on meritocracy, i.e. on your per ormance.Promotions, enhancement o skills (leadership and domain) and a plethora oopportunities are available to you i you choose to be a part o this industry. Besidesthese, there are several non-tangible bene ts in this industry, such as mentoring by theleadership, international assignments and working with a young and vibrant population.And, as you grow in your career, the plethora o job pro les grow. You can choose to bein operations or develop subject matter expertise in a particular domain, or transitionsor quality.

    Good luck and much success in whichever career you choose.

    RegardsSom Mittal

    President, NASSCOM

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    BPO C r r g i3

    B i i C r r ih BPO I r

    The IT-BPO industry has emerged as one o the mostexciting and challenging places or young people to beginand grow their careers. Young People Big Jobs has beenthe mantra o this industry. The industry is now poisedor greater growth and innovation. Leading this growthand innovation will be people like you who are about toembark on their careers. The opportunities are immense,and it is up to you to arm yoursel with your educationaland pro essional skills and seize them.

    This guide will give you an insight into the industry,dispel myths, and highlight career paths and advantageso the same.

    The Indian BPO industry has seen many young peoplebuild their careers and expertise. In 2009, the industry

    employed about a million people, approximately 60%comes rom Tier II and Tier III cities, 45% are women and70% are less than 30-year olds. This industry continues toattract some o the best talent in India.

    USA was the rst country to outsource work to India andit remains the country where Indian organisations havea majority o clients. Europe is a close second. However,new markets in Asia, South America and the Middle Eastare being developed by the industry. The Indian market isalso growing at a rapid pace. This relatively young industrycontributed 1.5% to Indias incremental GDP in the lastdecade.

    A serious career option

    Career path in various verticals

    Advantages o the industry

    On-the-job expectations

    Dispel myths about the industry

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    BPO C r r g i4

    Wh i BPOBPO means Business Process Outsourcing Due to ITenablement, most work can now be done rom anylocation allowing businesses to access right skills at theright costs globally

    Major corporations in the developed countries areoutsourcing their out source-able non-core unctions andoperations to India to save costs, increasingly, organisationsare ocusing to only do their core work or work mandatedby law in their own country/more expensive location

    E.g. Employee HR Support, Payroll, Customer service,Supply Chain Management, Healthcare Administration,IT Help desk Support, etc. are routinely supported andmaintained in India or various organisations, customersand employees worldwide

    These jobs are usually not directly IT-related, however, aresupported using technology to access and submit dataand in ormation

    Business Process Outsourcing (BPO) is the contractingo a speci c business task, which is not core to thebusiness (anything that needs physical presence in thesending country like across the counter sales) to athird-party service provider. It is usually done to reduceoperating costs, improve accuracy and turnaround timeto complete the work by the sending organisation and

    to leverage global expertise that most service providersnow provide. This makes organisations that outsourcemore competitive than their competition and makesthem provide better value to their customers andowners/shareholders.

    Outsourced work can be divided into two categories:Back o ce outsourcing which includes internal businessunctions such as billing or purchasing, and Front o ceoutsourcing which includes customer-related servicessuch as customer service, marketing or technical support.There are numerous examples o work which is outsourced Payroll and Bene ts Administration, Travel and ExpenseProcessing, Talent Acquisition, Talent Management

    Services, Insurance Claims Processing, Accounts Payableand Receivable, Reconciliation o Accounts, CustomerCare, Collection o Outstanding Dues, Banking and CreditCard Support, etc.

    In the day-to-day unctioning, BPOs are also known asIT-enabled services as the industry uses in ormation

    technology like the internet in the delivery o services. Thiscould be through email, ax, web-based data trans er ortelephone-based customer service support.

    Rapid development o in ormation technology hascontributed to the birth and ast growth o the BPOindustry, and has made it possible or almost any kind owork to be per ormed aster rom any part o the world at better quality and at lower costs. As organisations comeunder more and more pressure to reduce their operationalcosts (cost spent by the organisation to do its work incomparison to the money it earns), the BPO industry isonly slated to grow bigger and bigger in the coming years.

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    BPO C r r g i5

    th BPOWork e viro m24/7 operations

    Young, smart and talented work orce

    World-class, state-o -the-art acilities

    World-class training to learn new skills, new knowledge andenable high per ormance

    Building global careers much aster than mostother industries

    In the globalised economy o today, a 24/7 environment isa reality. But this is not new to India or unique to the BPO

    industry. Our Manu acturing sector Factories, Hospitals,Hotels, Airlines, Media, Armed orces, Transportationsector Trains, Buses, IT industry, etc. are some o the otherindustries which work in a 24/7 working environment, withpeople coming and working in di erent shi ts. The BPOindustry works in a similar way.

    Your work hours will vary according to which part o thebusiness you are in and the location o your client. I yourclient is based in New York City and you are working incollections or customer service process, you are more than

    likely to work in shi ts, including a night shi t. But, i your job entails paying insurance claims, you will probably beworking during the day. With minor adjustments, it ispossible to bring work-li e balance and have a com ortabletime in the BPO industry just like any other industrywhich works 24/7. You can also change your work hours ina ew years as you grow and build your career.

    24/7 working environment provides various shi t optionsand rotations. To keep things interesting and to provideample opportunities or social interaction, organisationsorganise team outings, hobby classes, amily days,estival celebrations, etc. To support the employeesbetter, organisations also provide basic amenities like a

    24-hour ca eteria, gym, ATM and advisory and counsellingprogrammes to help you make the most o your career

    and li e.

    Nearly 70% o the work orce in a BPO is young and vibrantand bring new ideas and energy to the workplace. Theywork in state-o -the-art o ce complexes which yousee now emerging all across India in various technologyParks and business Bubs. The industry is growing veryrapidly and needs leaders at all levels continuously. BPOorganisations believe in training and developing people tocreate leaders internally. There ore, to help you succeedand grow in your career, organisations invest in several

    days o training at every stage o your career. They havestructured training and mentoring programmes whichare designed to bring out the best in you and ul l yourcareer aspirations. Several organisations have tie-ups with globally recognised educational institutionsand universities to enable you to build skills andcompetencies in domains like Insurance, Accounting,So tware and many others. Most organisations also haveon-the-job learning schemes that allow you to pursuehigher education while you work with them and providepostgraduate programmes and MBA programmes to itsemployees at subsidised costs or in some cases, even payor higher education.

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    BPO C r r g i6

    BPO M hImpact on health and social li e

    Workplace harassment

    Night work and security

    Dealing with diverse and irate customers

    The rapid growth o the BPO industry in the last decadehas generated a number o misconceptions about theindustry, largely due to ignorance amongst most peopleabout the industry including the media. Many o theserumours that we have come across are people who workin the BPO industry may ace health issues which areassociated with work shi t, like sleep disorders, eyesight

    problems, depression, weight-related concerns, etc. Factis, these can happen and do happen in any industry dueto incorrect eating habits, lack o exercise and lack o restor positive thinking. By maintaining healthy habits likegetting regular sleep, sitting correctly, including exerciseinto your schedule, eating healthy and having regularpreventive checkups, these problems can be avoided inevery industry including the BPO industry. Most BPOorganisations encourage and help all employees ace thesecommon challenges; they also have in-house medicalacilities, organise health checkup camps and encouragehealthy routines in o ces. They also advise employeeson best ergonomical work practices and support sa eenvironments or their sta .

    Similarly, workplace harassment can happen in anyindustry. All pro essional organisations, includingBPOs have systems in place to check harassment oany kind and to provide air and sa e workingconditions or their employees and strictly en orce suchpolicies with zero tolerance. Ombudspersons orHarassment Prevention Committees act to address suchissues and maintain a pro essional culture and encourage

    diversity and meritocracy. In act, the high numbero women employees in the BPO industry is a goodindicator o the importance, organisations put onharassment- ree workplaces.

    Keeping employees sa e and secure is a high priorityor organisations. Policies regarding workplace securityensures a sa e work environment. Organisations usepro essional management services and practices orthe security o their employees in the o ce and inorganisation supported transport. Physical security

    measures include swipe card entry and access control,so only authorised employees o the organisation haveaccess to the organisation premises and vehicles in almostall organisations.

    In any customer- acing role, one will ace irate customers.In the BPO industry, employees are trained not to takesuch behaviour personally, rather work towards resolvingthe customers concerns. Such training and internalsystems enable us to quickly turn irate customers intohappy customers. As the BPO industry, we take pride inour world-class services. This also makes us very popularand helps the industry achieve the kind o rapid growth itis witnessing.

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    BPO C r r g i7

    The Indian BPO industry provides very good salariesto starters and is known to be amongst the best pay masters in the industry.

    Entry level salaries vary according to the complexity

    o the work done, location and the organisation. Mostorganisations have a xed monthly salary, while manyorganisations provide monthly per ormance-basedincentives and annual bonuses in addition to xed salaries,thus, rewarding good work and high per ormance.

    Organisations support sa e transportation or theiremployees. This could be in the orm o home pick-ups and

    drops during the night and buses during the day. As publictransport in India improves, organisation are working withcity and state governments to encourage the use o publictransport wherever easible e.g., the Delhi Metro in thenational capital.

    Ca eteria, concierge services, medical rooms and ATMmachines are some o the conveniences present in largerBPOs. All these help employees in managing their personallives better. Full-time employees are also eligible orretirement bene ts, provident und, gratuity and medical,li e and accident insurance.

    Comp io B f

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    BPO C r r g i10

    The economic impact o the BPO industry in India has beensigni cant. The industrys contribution to Indias exportsstand at 7% o total exports, employing nearly one millionpeople directly and nearly 3.5 million people indirectly insectors such as Construction, Logistics, Entertainment,

    Housing, Retail, etc. 70% o these one million people arebelow 30 years, 45% o them are women and approximately60% o new employees come rom Tier II and Tier III cities inIndia. In the last decade, BPOs have been opening o ces inTier II and Tier III cities in India like Jaipur, Visakhapatnam,Chandigarh, Pune, Ahmedabad, and many others inaddition to Tier I cities like NCR (Delhi, Gurgaon, NOIDA),Kolkata, Mumbai, Chennai, Bengaluru, Hyderabad, etc.16% o the total revenues o USD 16.7 million are rom TierII and III cities.

    Along with the IT, the BPO industry has brought a greatdeal o change to India. Their impact on the revenues orTelecom, Entertainment, Consumer Durables, Healthcare,Textile and the Hotel & Restaurant businesses isestimated at ` 76,000 crore. These industries have created

    a meritocratic work environment, built pro essional anddomain skills, encouraged work-li e balance and givenglobal opportunities to Indias young people.

    This industry is poised to grow and NASSCOM estimatesthat the BPO industry has the potential to be aUSD 65 billion industry by 2020, o which one- th o thisgrowth is expected to come rom India. This growth willcome rom new markets, new verticals and new services.

    Imp c o h BPO I r I i

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    BPO C r r g i12

    nassCOM a mo Comp c naCNAC is a nationwide, standard industry entrance test to assessskills, identi y skills gaps, assess industry suitability and certi ysuitable potential employees or the BPO industry

    Skills tested

    Listening & speaking

    Analytical ability

    Quantitative reasoning

    Writing skills

    Keyboard skills

    The NASSCOM Assessment o Competence (NAC) test is anational test created by the BPO industry under the aegiso NASSCOM. It is a common, transparent process usedacross organisations in the BPO industry. A big advantageo this test is the acceptability o the scores across

    organisations, thereby reducing the number o entrancetests and interviews you will have to take.

    The tests assess your listening and speaking skills,analytical ability, quantitative reasoning, and writing andkeyboard skills. It helps you understand your strengthsand weaknesses, and identi es areas where you needto improve. Armed with this knowledge, you have theoption o getting some training to bridge the skills gap.There are several training organisations which o er thesecustomised programmes to prepare you or working in the

    BPO industry. Indeed, the skills required and imparted willhelp you succeed in any customer support/service jobsacross many industries.

    The BPO industry is working through NASSCOM to develop

    training curriculum or young people to be job-ready whenthey graduate rom college. One such example is theGlobal Business Foundation Skills course with variousuniversities. This course was started with the Universityo Delhi. NASSCOM is in the process o starting similarcourses with other universities in India. This experientialinteractive course will help you understand the industryand learn skill sets to succeed in your career and prepareyou or employment.

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    BPO C r r g i13

    nassCOM n io ski R i rA permanent and unique record o an individuals pro leincluding personal, academic, work history and biometrics

    A standardised approach or conducting background checksto ensure an acceptable level o reliability

    Only objectively veri able data o an individual is recorded tocreate a pro le

    Complete rights to an individual to allow complete orrestricted access

    The National Skills Registry (NSR) is a veri ed, onlinedatabase o employee background in ormation. Toacilitate the employment o young people in the IT-BPOindustry more than 80 organisations in India enroll newemployees into NSR.

    The NSR database is a actsheet o an individualcontaining personal in ormation (Name, Nationality,Gender, Date o Birth, Fathers Name, Present/Permanent Address, etc.), academic quali cations (ClassX, Class XII, Graduation, etc. with details about Year oPassing, College Name, Course Name, Roll No., etc.),employment history (Record o Previous Jobs, Name oOrganisation, Designation, Duration o Employment, etc.)and biometrics such as Photograph and Fingerprints.

    The ngerprinting data is used to create distinct identitiesand is completely con dential and never shared.

    Once you have been registered on NSR, you have thecomplete rights to allow or restrict access to your pro le

    and you have password-controlled access to your data.This in ormation can only be accessed by organisationssubscribing to NSR, i and only i you give them theauthorisation to do so.

    The biggest advantage o registering yoursel on NSR isthe reduction o time lag between receiving an o er and joining an organisation.

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    BPO C r r g i15

    B i i s cc BPO C r r

    In the last 10 years, many young people in India havebuilt great careers in the BPO industry, a ter joiningorganisations right a ter college. On-the-job per ormanceis the key to a success ul career in the BPO industry. Asan employee, you will be given clear instructions by your

    manager on what your work is and what you are expectedto deliver. To achieve this, you will be trained and assistedin the rst ew weeks to be success ul. Constant eedback,coaching and mentoring are some o the other toolsyour managers will use to help you per orm on the job.BPOs work in an environment o transparency and aremetric-driven. You will be measured on your deliverablesand be rewarded on the basis o your per ormance. Salaryraises, promotions and incentives are directly related toyour per ormance.

    As you move rom college li e to work-li e there are manyskills you have which will serve you well in your pro essional

    li e. The ability to work in a team a skill learnt on theplaying eld, the ability to learn a skill learnt in yourormal education and your attitude towards your work willhave a major role to play in your career. Many organisationshire people based on their attitude i.e. attitude towards

    work, team and the organisation.

    In such a people-intensive industry, people managementskills will propel you to leadership positions. This includesthe ability to manage time, motivate teams, delegateand empower, confict resolution and emotional quotient.These skills will help you in your pro essional career, e.g.leading a team o people who were your peers or confictwithin team members. In todays globalised economies,the environment is dynamic; your willingness and abilityto learn, pick up new skills will be a key determinant oyour success as a BPO pro essional.

    Per ormance

    Adherence to process

    Attitude at work

    Ability to work in teamsWillingness to learn

    People management skills

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    BPO C r r g i18

    C r r grow h Mi o upp r M m

    Assistant Vice President/Associate Director/Director: These are middle management roles and once thenumber o people you manage increases, the quantumo responsibility increases and in some organisations youare also responsible or pro t and loss o your process/

    vertical. The ability to manage people along with strongprocess/subject knowledge is critical or your success. TheBPO industry is very result-oriented and ability to deliveron business goals will determine your success or ailure.

    Vice President/Senior Vice President: These are seniormanagement roles and your span o work increasesdramatically. You will have pro t and loss responsibilitiesor your business. The number o people you are responsibleor in your vertical will also increase.

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    BPO C r r g i19

    O h r B f

    In the last 10 years, BPO organisations based in India havegained a great deal o expertise in the BPO industry. Manyorganisations have best-in-class processes which can bebenchmarked with the best in the world.

    BPOs give you the opportunity to work with world-classbrands and learn how they unction. Today, 75% o Fortune500 companies outsource work to India either throughtheir own captives or through third-party organisations.Captive units include both Multinational Corporation(MNC)-owned units that undertake work or the parentsglobal operations and the organisation-owned units odomestic organisations.

    Working in these organisations will help you buildcompetencies and skills in your domain and multipledomains too. For e.g., i you wanted to switch work rom

    collections to insurance, some o the larger organisationsacilitate the move.

    Speaking and interacting with people rom around theworld is great exposure. Cultural gaps are bridged and

    you get a better understanding and appreciation o othercultures. From time-to-time, established BPO playerssend their employees overseas to learn about the clientsprocesses. This gives you an opportunity to travel, learnand earn in oreign exchange.

    BPOs deliver world-class training through trainedpro essionals in process, so t skills and leadership trainingor its employees. According to NASSCOM, the industryinvested 5% o the employee man hours each year to trainits employees, thereby enhancing employability.

    Global exposure

    Travel/On-the-job training

    Association with world-class brands

    Build competencies and skillsMultiple domain options

    Training

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    BPO C r r g i20

    Co i i e c io

    Most entry level employees join the BPO industry witha basic college degree. As employees career grows,the need to get work-related quali cations and domain-based certi cations increase. Most o the largerorganisations o er pro essional courses rom globally

    recognised as well as premier educational institutions.This helps employees get certi ed in speci c domain areas,part-time management and/or pro essional diplomas.The curriculum, methodology and assessments or thesecourses is determined by the education partner.

    Courses o ered can be broken down into three streams continuing education, pro essional courses and domain-speci c courses. Executive MBA programmes rom the

    Indian Institute o Managements (IIMs),or learning oreignlanguages can be classi ed as continuing education.Certi cations in Six Sigma or project management can beclassi ed as pro essional courses. And, UNIX, CCNA aresome o the domain-speci c certi cations.

    The classes or these courses are mostly held withinthe o ce premises and are organised around employeework schedules. Besides getting the opportunity tolearn while you work, several BPOs subsidise the ees ortheir employees.

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    BPO C r r g i21

    li o B iCustomer care

    Collections

    Finance & accounting

    AnalyticsIT services and network & in rastructure

    Supply chain management

    Transaction and data entry

    Others

    The BPO industry in India began with the very basic dataentry, collections and customer care processes. Today, theyservice many lines o businesses. In the last decade, IndianBPOs have gained a great deal o expertise in processmanagement in several domains and industries. Always

    looking or new opportunities, these organisations areopening new lines o businesses.

    Based on your education and skill sets, you can work inyour areas o expertise or interest. This guide will helpyou identi y your skill sets and help match your skills withthe lines o business you are best suited or. Whether youare quali ed to work in customer care; or what levels oaccounting are you most quali ed to per orm? or is dataentry the right t or you? The opportunities are immenseand the industry is here to stay.

    Global macroeconomic megatrends and technology areexpected to be the big drivers or the growth o thisindustry. Among the global megatrends in the world,the ageing population in the western world and youngpopulation in Asia are expected to be the main drivers o

    growth. Increased digital connectivity will drive urthergrowth o this industry in India. These trends will lead toopportunities or organisations in new markets and newsegments. According to NASSCOM Perspective 2020,the new verticals are going to be in the Government andPublic Sector, Healthcare, Media and Utilities and the newgeographies will be Brazil, India, Russia and China.

    There are thousands o processes, Indian BPOs cater to,but this guide will take you through examples o the largerverticals.

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    BPO C r r g i22

    C om r C rAll interactions between a customer and a product providerat the time o sale and therea ter

    Customer service adds value to a product and builds anenduring relationship

    Customers are the heart o any business and organisationswork hard to them happy by improving the customerexperience. The level and depth o customer care varieswith the product and industry. It will be di erent or abank, a manu acturing organisation, an auto organisation,a telecom organisation and an airline. For e.g. or amanu acturing organisation, customers call or productknowledge, repair, discount schemes, etc. For a creditcard or a bank, customer care looks at balance enquiry,change o address, statement discrepancies, paymentqueries, interest charge, etc. In other cases, customer careexecutives may be making outbound calls to take eedbackrom customers or sell a product.

    The scope o customer care changes depending on theindustry and the customer. Collecting customer eedback,

    telemarketing and customer helpdesk are all part ocustomer care.

    Job Description Resolve and answer customer objections/concerns Gather feedback Convert calls into sales Adhere to compliance norms while assisting

    customers

    Educational Qualifcations/Skills Graduate/Postgraduate in any subject; some

    organisations accept undergraduates Good command over English language Computer & typing skills

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    BPO C r r g i23

    Co c io

    What is Collections? Every day millions o businessesand people buy products and services. Individuals buy theproduct through credit cards or cash and businesses buyproducts on credit. A majority o customers pay their billson time, customers who are delinquent in their payments,

    i.e. their payments are more than 30 days overdue, areapproached by the seller to collect the overdue payments.The importance o e cient collections o money due to anyorganisation/bank cannot be underestimated. Cash has adirect impact upon the working capital, the unctioningand the pro tability o a organisation.

    The job is primarily about contacting customers, bothindividual and business vendors who have de aulted ontheir payments by telephone and/or by email.

    Job Description Review customer accounts and call on delinquent

    accounts or the day Keep portfolios updated with payment status Resolve customer issues and try to get a

    commitment or payment by a particular day Provide nancial advice to customers Handle incoming calls and customer queries

    Educational Qualifcations/Skills Graduate/Postgraduate in any subject; some

    organisations accept undergraduates Good command over English language Computer and typing skills

    Process o recovering amounts owed to an organisation byits customers

    Banking: Presentment o a cheque or dra t or paymentand, subsequently, receipt o its amount in cash or as acredit entry

    Trans er o delinquent or past-due accounts to a collectionagency (or a special department set up or the purpose) orull or partial recovery o the amount

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    BPO C r r g i24

    Fi c acco iTransaction management (Accounts payable/receivable)

    General accounting (Closing & reporting)

    Corporate nance (Treasury, risk & tax services)

    Financial planning, Reporting & analysis

    Compliance management and statutory reporting

    Finance & Accounting (F&A) BPO services can help clientsachieve high per ormance by realising tangible top andbottom line bene ts or their clients. Most o the work isdone on ERP plat orms like Oracle, PeopleSo t and SAP.

    F&A includes activities such as general accounting,transaction management (account receivables andpayables management), corporate nance (e.g. treasuryand risk management and tax management); compliance

    management and statutory reporting, etc. The complexityo the process determines the educational quali cations.

    While a B Com Graduate can work in accounts payable andreceivable, more complex work like closing and reporting

    will require you to be a Chartered Accountant. Complexprocesses will o ten require international certi cationstoo, e.g. CPA, CIMA, MBA, CIPA.

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    BPO C r r g i25

    acco P b & acco R c iv bAccounts payable and receivable are part o the F&A verticalin a BPO

    Accounts payable is money a business owes to its creditorsor buying goods or services. They are the unpaid invoices,bills or statements or goods or services rendered by outsidecontractors, vendors or suppliers

    Accounts receivable is money which is owed to anorganisation by a customer or products and servicesprovided on credit

    Managing cash fow through accounts payable andreceivable is the very basis o nance or a business. Agentsin a BPO use ERP plat orms, process invoices, and resolvedisputes with vendors. Organisations generally train reshentrants on the ERP system but a working knowledge othese systems is an asset.

    Job Description Process invoices Dispute resolution with vendors (Accounts payable)

    Business-to-Business collections (Accounts receivable)

    Cash application (Accounts receivable)

    Educational Qualifcations/Skills B Com/M Com/Chartered Accountants/

    Cost Accountants Good command over English language Computer and typing skills Knowledge of ERP application will be an asset

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    BPO C r r g i26

    a icThe eld o data analysis. Analytics o ten involve studyingpast historical data to research potential trends

    To analyse the e ects o certain decisions or events

    To evaluate the per ormance o a given tool or scenario

    The goal o analytics is to improve the business bygaining knowledge which can be used to makeimprovements or changes

    Analytics is the science o analyses. Businesses arriveat an optimal or realistic decision based on the existingdata. Business managers may choose to make decisionsbased on past experiences or there might be otherqualitative aspects to decision making; but unlessthere are data involved in the process, it would not beconsidered analytics.

    Common applications o analytics include the studyo business data using statistical analysis in order todiscover and understand historical patterns with an eyeto predicting and improving business per ormance in theuture. Mathematics, operational research, statisticsand probability tools are used or statistical analysis and

    data mining and require extensive computations. Someelds within the area o analytics are enterprise decisionmanagement, marketing analytics, predictive science,strategy science, credit risk analysis and raud analytics.

    Job Description Varies with process and complexity Build predictive models to predict future trends

    Educational Qualifcations/Skills Any graduate with an aptitude for numbers BE (electronics, electrical, mechanical) CAD, Oracle,

    Embedded Systems

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    BPO C r r g i27

    t ch ic s ppor /It H p k

    Agents troubleshoot and resolve technical glitches ina product remotely. They ollow a logical, systematicsearch or the source o the problem so that it can besolved and the product can be made operational again.In the management o networks and servers, associates

    do con guration management, ault management,per ormance management, accounting management,and security management. IT services rigorously applystandardisation and simpli cation, documentation andcontrols, quality support and review. This combinesSix Sigma, Lean and Root Cause Corrective Action(RCCA) methods to proactively eliminate de ects in ITin rastructure or continuous process improvement.

    Job Description Follow procedures, software, equipment and

    operations techniques to pre-empt and maintaincritical IT in rastructure

    Handle customer calls and troubleshoot problems

    Educational Qualifcations/Skills Engineers or candidates with IT certi cations like

    CCNA, GNIIT, MCSE, MCP and CCN Good command over English language Computer and typing skills

    IT in rastructure services include

    Planning and designing IT in rastructure

    Organisational IT strategies

    Managing mission-critical IT in rastructure orglobal clients

    End-user computing services

    IT helpdesk services, desk side services, so twareimaging & distribution and IT asset management

    IT In rastructure Management services

    Enterprise computing services, database & middleware,

    network, and voice & security services

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    s pp Ch i M mManagement o material and in ormation fow in a supplychain to provide the highest degree o customer satis actionat the lowest possible cost

    Supply chain management requires commitment osupply chain partners to work closely to coordinateorder generation, order taking, and order ul llment,thus creating an extended enterprise spreading arbeyond the producers location

    These days, BPOs o er a ull range o services to helpclients optimise their supply chain, generating competitiveadvantage and setting the stage or growth on the path tohigh per ormance. Having an e cient supply chain addsgreatly to the reduction o operating costs and improving

    availability o working capital.

    Todays supply chains are complex, especially or globalenterprises operating in multiple countries and businesses.BPOs help these organisations to prepare or the neweconomic realities by enabling them to respond to near-term cost pressures, while adopting intelligent long-termapproaches that support the entire business ar into theuture.

    Job DescriptionThe supply chain o an organisation can be broken upinto parts or processes. Some o these processes are

    outsourced to BPOs. The job description will directlydepend upon which process you are working on. Your jobcould entail some o the ollowing: Order generation Order taking

    Collecting unpaid bills Reviewing of customer payment and trends Dispatch follow-up Managing suppliers Managing inventories Procurement support

    Educational Qualifcations/Skills Any graduate degree, BA, B Com, BSc Excellent communication skills Computer knowledge, including Excel and

    PowerPoint Negotiation skills

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    BPO C r r g i29

    d e rtr c io Proc Data entry and transaction processes

    High-volume transaction activities

    Frees managerial bandwidth

    Industries

    Travel

    Banking and nancial services

    Insurance

    Utilities

    Transportation

    Businesses have to process large volumes o transactionson a daily basis; depending on the industry, it could bepayment o utility bills, maintenance o bank accounts,airline reservations and insurance policy changes.

    E cient and e ective transaction processing is verycritical in achieving high level o customer satis action andnancial targets. Several BPOs are per orming these tasksor organisations around the world. They bring processexpertise, customised solutions and improvements inprocess and decision making to the table. Outsourcingtransaction work rees up managerial bandwidth andwithout sacri cing quality.

    Transaction processing caters to most industries, some owhich are Travel, Banking and Financial Services, Insurance,

    Utilities and Transportation.

    Job Description The job description will vary according to which part othe procurement process you are aligned to. Some o thework you may be asked to do is listed below: Updating records Adding new records Managing records

    Educations Qualifcations/Skills Any graduate degree BA, B Com, BSc (some

    organisations hire Class XII graduates) Pro cient in English Typing Speed 25-30 words per minute

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    BPO C r r g i30

    BPO s rvici I i B i

    Telecommunication organisations in India were perhapsthe rst to outsource customer care to BPOs and thisscenario has changed dramatically. Several organisationsnow outsource their non-core work in collections,Customer Service and Finance & Accounting. There is no

    di erence between services outsourced by Indian clientsand international clients, other than the location o theclient. The quality o services o ered to Indian clients isexactly the same as those o ered to international clients.

    NASSCOM has identi ed the India-to-India (I2I) market,as a huge growth area or the industry; the size o thedomestic market is projected at USD 15-17 billion by 2020.Economic growth in India will be the major driver o this

    growth. Hal the growth is expected to come rom Indianorganisations looking or support in Customer Care,Banking and Financial Services and in the Finance andAccounting processes verticals.

    Servicing Indian clients rom Tier II and III cities is thepre erred option or most BPOs. This is creating jobs oryoung people in their hometowns. Clients in India arelooking or employees who can connect and communicatewith their customers in regional languages. This has ledto the creation o jobs or young people who can speakin their mother tongues. As BPOs establish themselvesin smaller cities, they will become growth engines orTier II and III cities.

    I2I India-to-India

    Services

    Collections, telemarketing, customer service and nance& accounting

    Locations

    Tier II and III cities

    Rural BPOs

    Language skills

    Regional Indian languages

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    BPO C r r g i31

    Oppor i i O i h BPO I r

    A majority o people join this industry right a ter college.Some make this industry their career and others gain skillsand expertise and move into other industries.

    Experience gained while working in the BPO industrywill equip you or lateral movements into other industries,as the nature o the work does not change signi cantly asyou move into other industries. Finance and Accounting,Customer Care, HR is the same in di erent organisationswith small adjustments to accommodate organisation-

    speci c requirements. For e.g., whether you are doingaccounting or an auto client or a BPO or whether you aredoing it or an auto major, accounting principles do notchange.

    Just as you can move into other industries a ter havingworked in a BPO, people can move into the BPO industryrom other industries too. BPOs hire people at all levels,which include team lead, managers and vice presidents.

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    BPO C r r g i32

    C r r P h Op io

    Given your area o interest, your education and skill sets,you can build your career. The next ew pages are careerpaths you can achieve i you make BPO your career option.These are only indicative career paths and the durationspent at each level and opportunities o ered will varybetween organisations.

    In the early part o your career, you may choose one o theollowing career paths: Operations Subject matter experts Domain change

    As people grow in their careers and acquire knowledge andskills, they may choose to switch careers. Following arethe career-paths to aid such a switch.

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    BPO C r r g i33

    C r r grow h C om r C r Op r io

    C r r grow h Co c io

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    BPO C r r g i35

    C r r grow h C om r C r o HR

    g r acco i - C i M m

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    BPO C r r g i36

    C r r grow h HR s rvic HR B i P r r

    d e r a oci tr i io M r

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    BPO C r r g i37

    C r r grow h Op r io Co i

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    BPO C r r g i38

    Rank Company

    1 Genpact India Pvt. Ltd.2 Tata Consultancy Services BPO3 WNS Global Services (P) Ltd.

    4 Aegis Ltd.5 Wipro BPO6 Firstsource Solutions Ltd.7 In osys BPO8 Aditya Birla Minacs Worldwide Ltd.9 exl Service.com (India) Pvt. Ltd.10 Hinduja Global Solutions Ltd.11 Intelenet Global Services Ltd.12 HCL Technologies Ltd. - Business Services13 HOV Services Ltd.14 3i In otech Ltd.15 MphasiS Ltd.

    top 15 BPO expor r i I i or h y r 2010-11

    This list does not include some companies whosecorporate headquarters are located outside India, but havesigni cant India-based delivery capabilities, and have notshared their India-based revenue gures. Had they beenranked based on their India revenues, companies suchas Convergys, IBM Daksh and Sutherland Global Serviceswould have also appeared in this list.

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    BPO C r r g i39

    BPO s cc s ori

    It has been truly an interesting journey anda great experience to see mysel grow toa Vice Presidents role in the last 11 years.In my current role as Business HR Leader, Iam responsible or 4,000 employees across

    Hyderabad, Delhi and Kolkata.

    My journey with Genpact began in theyear 2000. My role was in transition or GEBusinesses and my responsibilities wereto identi y and o shore F&A processes.Here, I learned project management and itgave me the opportunity to interact withdi erent people around the world. Soon, Imoved into the Quality team as a black belt .Here, I did 20 projects, including improving

    the voice o customer and reducing cycletime. These projects helped me urtherenhance my knowledge in Lean and SixSigma and I became a certi ed Black Belt.

    I then moved to operations as an AssistantVice President, managing a team o nearly150 people. Managing people became easyand I had a great time. In the year 2006,

    I was able to realise my dream o beinginvolved in a people unction role HR.

    I have spent more than a decade at Genpactin various roles, environments, cultures.

    I have grown immensely both personallyand pro essionally. Though I have learntvaried skills but speci cally I would liketo mention that my ability to adapt tochanging environments, decisiveness,constant learning orientation, acceptingeedback and standing by my team hasreally helped me achieve success.

    Genpact is an ideal workplace or youngpeople starting their careers. Its a place

    that rewards meritocracy, promotes andrespects diversity but also empowers itsemployees to pursue careers o their choiceas they grow within the organisation.

    V. InduVice President, Human Resources

    Genpact

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    BPO C r r g i40

    BPO s cc s ori

    I have been with Genpact or a little over12 years and I am currently the OperatingLeader or ve accounts spread overGurgaon, Jaipur, Hyderabad, Dehradun,Kolkata and Bengaluru. My journey at

    Genpact has been exciting and its theplace where I started my career. Genpactgroomed me and today I am responsibleor 2,500 people!

    I joined Genpact in July 1999 as anassociate and eel proud to be a part othe organisation and its growth story. Myrst role was in the collection process,where I used to call customers in the USor credit card payments. Within a short

    span o time, we got another process-skip tracing. This required me to tracepeople who had de aulted on theirpayments. I was in the rst batch o theprocess and it was extremely excitingto start something new so early inmy career.

    One o the most memorable moments atthat time was when I won a Maruti car ina collections contest. During those dayshaving a car and winning it by your hardwork was a big deal! To think about it, Iguess its a big deal even today.

    At Genpact, quality or Six Sigma/Lean isa part o our DNA and I always wanted toplay a quality role. In act, I did my qualityGreen Belt project as a Process Developerand eventually moved to a Black Belt roleand got certi ed. And, this remains asigni cant milestone in my career.

    I have learnt a great deal during my entire12+ years at Genpact. I have been ortunateto work in operations, quality, transitionsand solutions roles. And through theseroles I have learned many skills including

    managing client relationships, peoplemanagement and I have become strongerin execution. The list is endless.

    My mantra o success as I grew rom anassociate level to a Vice President inGenpact is to stay ocused and disciplined,be a little patient and take pride inwhatever you do.

    Needless to say that this industry has

    established itsel and continues to growat a steady pace, we are working in anorganisation which pushes us to thinkdi erently and our leaders constantlychallenge us to stay ahead o the curve.

    I would highly recommend Genpact asa place to work. Its an organisationthat keeps you grounded with the rightset o values; it o ers multiple careeropportunities and invests in developingyour skills through training. And aboveall, you get to work with some o the bestpeople in the industry.

    Manorajan MohantyVice President, Operations

    Genpact

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    BPO C r r g i41

    BPO s cc s oriIt is heartening to see where I have reachedtoday; I am responsible or Operations orGenpact Guatemala, directing a cross-cultural team o more than 200 employees,servicing 25 di erent processes or threeglobal customers.

    My Genpact journey started in the summero 2002. I still remember going or thewalkin interview on a Sunday at New EraPublic School in North Delhi. I started as aCustomer Support Representative in 2002with Genpact or a GE account and that wasthe beginning o a great career which hasnow taken me hal way across the world toGenpact Guatemala.

    I will soon complete 10 years (it maysound like not a lot o years, however,

    at the age o 29 thats more than onethird o my li e) and I could not haveasked or anything more or my careerand li e than what I have got here in thiswonder ul organisation.

    Waking up at 1 am, getting to work inGurgaon, having morning tea with breadand butter at the tea stall outside theo ce gate, catching up on lost sleep atthe ATM room and being woken up by

    the manager asking me to get to thefoor, the amazing cab rides are just a ewmemorable moments. There is so muchto share, however, there have been somemoments in these years that stand outin my memory and are the moments Icherish the most. When I cleared the Management

    Trainee Assessment in my rstattempt in 2004

    Having the opportunity to facilitatemy rst leadership trainingprogramme in 2006 to be ableto do this at 24 elt so amazing

    In 2007, I had the privilege of leading

    a training or 2,000+ people on sitein Mexico.

    Got Six Sigma Green Belt certi ed in 2008

    In November 2008, at just 26, I was promoted to an AssistantVice President

    In 2009, moved in as a Service Delivery Leader orGenpact Guatemala

    Received the Best Business Impact award or one o theprocesses I managed

    Recently, I was selected as one of the 48 Eagles or the rst batcho LEAP (Leadership ExcellenceAcceleration Programme)

    WOW!! I eel nothing but pride,

    excitement and gratitude or anorganisation that has helped me getwhere I am and in more ways than one.It has enabled me to create an identity ormysel . Genpact trusted in me, gave meopportunities to travel around the world,to learn and evolve into a leader.

    I know that the next ew lines might soundalmost like an Oscar ceremony speech,however, this journey would not have been

    complete and as ruit ul without ew peopleat Genpact and outside Genpact.

    O course I could not have done thiswithout the love and support o myamily and several mentors and leadersat Genpact.

    I am really proud to be A PART OFGENPACT.

    Hemanshu RuparelAssistant Vice President, Operations

    Genpact

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    I r io yo h C rt M r i M r , Ch k p rin w d hi 110 021, I i