Research on Bangladeshi BPO INDUSTRY ANALYSIS
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Research on Bangladeshi
BPO INDUSTRY ANALYSIS
Rational of the study & objectives
Research approach
Research Methodology
Quality measurement
Sampling & timeline
Financial proposal
Sample report
Slide 3 to 6
Slide 8 to 14
Slide 16 to 19
Slide 21 to 27
Slide 29 to 32
Slide 34
Slide 36 to 54
CO
NT
EN
T
BPO industry & Rational of the study
The business process outsourcing (BPO) industry in Bangladesh is growing at breakneck speed. According to
Bangladesh's Department of Information and Communication Technology (ICT), the export revenue of the BPO
industry has been growing rapidly.
At present, the industry employs more than 40,000 educated Bangladeshi workers. The government of Bangladesh
has undertaken an ambitious goal of creating 200,000 jobs through this sector by 2021.The good news is that a few
globally competitive companies have emerged in Bangladesh in recent years. They have successfully acquired
outsourcing contracts from overseas companies and are delivering services from their offshore centers in
Bangladesh. These companies will lead the necessary growth to realize the country's national ambition. At the same
time, these companies need to get ready for the business of the future.
Customers don't buy products or services—they buy results. In today’s world, the most important competitive
advantage is service process performance for any successful business activity.
Considering the above information, BACCO check out the market condition among their members. In this study
Overall Objectives are:
• Understand the market condition.
• End to end process mapping and industry evaluation
• Find out the requirements from the companies.
Research approach
• F2F interviews with structured questionnaire
• Sample: 60
• Data collection timeline: May 2019
Research findings
Business operation
N=60
28.33%
18.33%
53.33%
Which market does your company operate in?
Domestic International Both
28.97%
15.89%
13.08%
12.15%
5.61%
5.61%
2.80%
1.87%
1.87%
0.93%
0.93%
0.93%
0.93%
0.93%
0.93%
0.93%
0.93%
0.93%
0.93%
0.93%
0.93%
0.93%
USA
UK
CANADA
AUSTRALIA
INDIA
SWEDEN
GERMANY
DENMARK
JAPAN
BELGIUM
BOSTWANA
CHINA
ITALY
MALAYSIA
MIDDLE EAST
NEDERLAND
NIGERIA
PHILIPPINE
SOUTH AFRICA
SRILANKA
TANZANIA
UAE
Operating in international market
60.29%
14.71%
7.35%
2.94%
2.94%
1.47%
1.47%
1.47%
1.47%
1.47%
1.47%
1.47%
1.47%
DHAKA
CHATTAGRAM
WHOLE BANGLADESH
GAZIPUR
KHULNA
BOGURA
COMILLA
COX'S BAZAR
JESSORE
MYMENSINGH
NOAKHALI
RANGAMATI
SYLHET
Operating in domestic market
Business involvement
N=60
23.24%
14.05% 14.05%13.51%
9.73%
8.11%
6.49%
4.86%
3.24%
1.62%0.54% 0.54%
Call center Data anddocumentprocessing
IT support CRMsupport
Imageprocessing
Email &Chat
support
Financialprocess
Call auditing& analysis
Medical Documentconversion
Leagal outsourcing
Teaching
Company involved in the business
Employee
N=60
0.19% 0.73% 0.56% 0.69% 0.66% 1.21% 2.68% 3.03% 5.68%
84.59%
Less than 10 11 to 20 21 to 30 31 to 40 41 to 50 51 to 70 71 to 100 101 to 150 151 to 200 More than 200
Employee
5.00%
1.67%3.33% 3.33%
5.00%
21.67%
1.67%
5.00%
15.00%
1.67%
10.00%
5.00%
1.67%
8.33%
1.67%3.33%
1.67% 1.67%3.33%
0% 1% 2% 3% 4% 5% 6% 7% 10% 15% 20% 25% 28% 30% 35% 40% 50% 70% 80%
Annual Attrition of BPO employees
Certification
N=60
71.67%
28.33%
Certification
Yes No
24.7
5%
8.91
%
8.91
%
6.93
%
3.96
%
3.96
%
3.96
%
2.97
%
2.97
%
1.98
%
1.98
%
2.97
%
1.98
%
1.98
%
1.98
%
1.98
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
0.99
%
BA
SIS
BT
RC
ISO
BA
CC
O
BC
S
BD
CC
I
NC
CI
EC
AB
ISO
.900
1
BS
C
CM
MI L
EV
EL
3
TR
AD
E L
ICE
NC
E
ISO
900
1:20
08
JOIN
ST
OC
K…
PA
BC
CI
VA
T C
ER
TIF
ICA
TE
AT
HE
AW
AR
DS
…
BC
SS
BE
ST
ICT
…
BT
CL
BT
R…
CIP
CO
PC
DIF
E
HY
TE
C P
AR
K H
TP
ICT
AW
AR
D -
201
8
ISO
270
01:2
013
ISO
900
1:20
15
ISO
NP
001
JAP
AN
TR
AD
E…
KO
RE
AN
…
NB
R
OR
AC
ALE
TIN
CE
RT
IFIC
AT
E
Name of the certificates
Infrastructure
N=60
0.12%
0.47%
0.93%
1.13%
0.46%
1.49%
5.08%
3.79%
3.55%
82.99%
Less than 10
11 to 20
21 to 30
31 to 40
41 to 50
51 to 70
71 to 100
101 to 150
151 to 200
More than 200
Current seat capacity
3.33%
1.67%
1.67%
18.33%
1.67%
3.33%
5.00%
1.67%
8.33%
3.33%
13.33%
3.33%
6.67%
28.33%
0%
1%
5%
10%
12%
15%
20%
25%
30%
40%
50%
60%
80%
100%
Ability to increase seat capacity
88.33%
11.67%
Backup bandwidth connection
Yes No
5.00%8.33%
21.67% 21.67%
43.33%
Below 1500sqf
1500 to 2000sqf
2001 to 3000sqf
3001 to 4000sqf
5000+ sqf
Current floor space (in Sq. Feet)
Business involvement
N=60
5.00%
10.00%
23.33%
30.00% 31.67%
Below 1 year 1 to 2 years 3 to 5 years 6 to10 years 10 years+
Involved with this business
36.20%
17.79%20.86% 21.47%
3.68%
Job Portal Career fair Reference Training program Others
Employee recruitment
Employee recruitment
N=60
1.69%
22.03%
64.41%
1.69%
1.69%
1.69%
1.69%
1.69%
1.69%
1.69%
BDJOBS BIKROY FACEBOOK
BDJOBS, FACEBOOK
BDJOBS.COM
BDJOBS.COM, SOCIAL MEDIA
BIKROY.COM FACEBOOK
FACEBOOK NEWS PAPERUNIVERSITY COMPAGAT ICT
FACEBOOK NRB JOBS
REFFERENCE FROM INDUSTRYPROFESSIONALS
WE CREATE JOB FAIR FORCAREER
Through Job portal
3.45%
3.45%
3.45%
34.48%
3.45%
3.45%
3.45%
3.45%
3.45%
34.48%
3.45%
BASIS SOFT TEX
BD JOBS.COM
BPO AXIBITOR
CAREER FAIR
DIGITAL MARKETING,ECOMMERCE
INTERNET RECRUITMENT
JOB POSTIN SOCIAL MEDIAGROUPS
KHULNA JOB FAIR
NOPR REGULAR
UNIVERSITY COMPAIGN ICTFAIR
WE CREAFE TRARINGPROGRAM
Career fair
Employee recruitment
N=60
2.94%
2.94%
2.94%
2.94%
5.88%
8.82%
70.59%
2.94%
COLLEAGUE REFERENCE
DIGITAL MARKETING
INTERNAL
INTERNET
JOB POST IN SOCIAL MEDIAGROUP
NORMALY IF NEED
REFERENCE
UNIVERSITY COMPAING
Reference
16.67%
16.67%
33.33%
16.67%
16.67%
FB BOOSTING
HEAD HUNTING
INTERNET GROUP POSTING
SELF SOURCE
SOCIAL MEDIACOMMUNICATION
Others
2.86%
91.43%
5.71%
10 DAYS TRANING FOR PAID
FROM OUR OWN TRANINGINSTITUTION
INDUSTRIAL AND INTERSHIPBASIS
Training program
Rank the challenges
N=60
RANK
Challenges 1 2 3 4 5 6 7 8 9
Internet 35.00% 10.00% 10.00% 3.33% 5.00% 8.33% 15.00% 10.00% 3.33%
Regulation 3.33% 26.67% 13.33% 5.00% 21.67% 10.00% 16.67% 3.33% 0.00%
Law 8.33% 23.33% 25.00% 5.00% 6.67% 8.33% 5.00% 15.00% 3.33%
Funding 15.00% 25.00% 20.00% 15.00% 13.33% 1.67% 0.00% 5.00% 5.00%
Infrastructure 8.33% 16.67% 31.67% 13.33% 8.33% 10.00% 8.33% 1.67% 1.67%
Marketing 21.67% 13.33% 10.00% 21.67% 5.00% 6.67% 8.33% 8.33% 5.00%
Business development 21.67% 18.33% 6.67% 8.33% 10.00% 13.33% 6.67% 13.33% 1.67%
Skilled resources 46.67% 5.00% 5.00% 6.67% 13.33% 3.33% 5.00% 5.00% 10.00%
E-waste management
N=60
1.67%
1.67%
1.67%
1.67%
3.33%
3.33%
10.00%
15.00%
28.33%
33.33%
DONOTED TO POOR PEOPLE
NOW A DAYS IN STORE ROOM, WE DID NOT THOUGHT ABOUTTHAT
SELL OR STORE
YES WE ARE REPLACING THE DEFCTIVEITEMS FORM THESUPPLIER
DIRECTLY SENT TO THE VENDOR FOR WASTE MANAGEMENT
RECYCLE
REPAIR OR STORE ROOM
N/A
KEEP IN STORE ROOM
RE-SELL
E-waste management process
Thank you
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