[to Study Potential of BPO Industries in India With Special Reference to Malwa Region]

[To Study Potential of BPO Industries in India with Special Reference to Malwa Region]

Introduction:

Business Process Outsourcing (BPO) is a buzzword among the corporates in the

world today. Gone are the days when service functions were developed by the

corporate's in-house for captive use. Today, corporates benefit significantly from

outsourcing of business processes almost everywhere on the planet. Looking to

the growth and government's support to it, BPO is being recognized as a

specialized sector in India. In this article, the outsourcing of business processes

has been discussed in India from various standpoints.

Business process outsourcing services in India is involved with the western

operations of multinational corporations, providing solutions to client industries.

This is one of the fastest growing sections of the Information Technology

Enabled services industry.

Business Process Outsourcing (BPO) services involve outsourcing business units

or organization's repeated business processes to an outside provider to achieve

cost reductions and customer satisfaction. The provider manages the process and

may also change the process. This can be done by implementing new technology

or applying old technology in a new way.Jobs in BPO in India have witnessed a

fast growth over the last few years. The Business Processing Outsourcing

industry in India offers job profiles ranging from customer care executives to

trainee managers to technical support executive. The cities that are developing

BPO hubs are Delhi, NCR Delhi, Bangalore, Cochin, Pune, Hyderabad,

Chandigarh and Cochin. Hence BPO has played a significant role in the

employment scenario in India.

In the international scenario, BPO industry is worth multi billion dollars. The

BPO sector has made room for marketing, HR technology, and Quality and

migration professionals.

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The Business Process Outsourcing (BPO) sector which includes back office

companies and Customer Contact Centers, holds enormous promise for the

Indian economy. The future growth of the sector is dependent on being globally

competitive, as outsourcers are raising the bar on a continuous basis. Uniquely

positioned, India has the potential to become a world leader in the sector. QAI

attempts to facilitate this potential by providing consulting and training services

for enabling Operational excellence.

For today’s youngsters, the call centers are a welcome addiction. The industry

has woven such magic around the entire nation that these days a city without a

call centre would be hard to find. Call centers contribute a fair share to the

revenue of the Indian BPO industry. About 70% of the BPO industry’s revenue

comes from call-centers, 20% from high-volume, low-value data work and the

remaining 10% from higher-value information work.

2


Rationale and Objectives

Rationale:

One of the most important reasons of choosing this topic of BPO Industry in

Indian Economy is because India is one of the largest outsourcing hub countries,

it brings a good amount of foreign exchange in the country and to know the

various ways by which it can be expanding trade.

India can have a high competitive edge over others because we are having large

skilled and educated manpower and cost competitiveness.

But there are so many problems which are faced by our service provider, so to

know about their problems and to find out the alternatives and Governmental

support to increase the market share of Indian BPO industry.

Objectives:

BPO Industry is a major driver of the economy and its development in turn

stimulates economic growth across all sectors of the economy

My objective of study is:

1. To drive the facts that the India is effectively leveraging the benefits of

BPO for wide spread and sustained economic development.

2. To analyze the Indian BPO industry which is gearing towards

International standards?

3. To analyze the worldwide opportunities for the mammoth BPO Industry

of Malwa Region.

3


Methodology

Type of study:

The methodology means the system of methods followed in a particular

discipline. The methodology for the research that I had opted is secondary data.

Secondary data refers to that data’s which are already published or collected.

Areas of study:

BPO Industry of India with special reference of Malwa Region and its

contribution in Indian economy.

Data collection and sources:

Secondary data which was collected from various government and private

website

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BPO in India

India became familiar with ‘Business Process Outsourcing’ only in the early and

mid 1990’s, but now the entire country seems to be quivering with the ‘BPO

fever'. The foreign direct investment (FDI) in the country owes a lot to this

sector, which is progressing at a break-neck speed. The different kinds of

services offered by BPO's include Customer Support, Technical Support,

Telemarketing, Insurance Processing, Data Processing, Internet / Online / Web

Research and so on. The cheap labour costs and the pool of skilled, English-

speaking Indians have always been the two foremost factors contributing to the

BPO boom in the country. As the National Association of Software Services and

Companies (NASSCOM) points out, the other equally motivating factors include

strong quality orientation among players, ability to offer round-the-clock

services based on the country's unique geographic location, positive policy

environment which encourages investments and a friendly tax structure, which

places the ITES/BPO industry on almost equal footing with IT services

companies.

The studies conducted by NASSCOM and the global consultants McKinsey &

Co. brought to light certain amazing facts on the Indian BPO segment.

According to a NASSCOM study, the country’s flourishing ITES - BPO sector

is estimated to have achieved a 54 per cent growth in revenue in 2003-04. A key

employment - generating sector in the country; the BPO segment created job

opportunities for around 74,400 additional personnel in India in the same year.

By the year 2008, the ITES- BPO sector is expected to employ over 1.1 million

Indians, with its sales expected to touch an amazing 21$ to 24 $ dollars.

Over the last few years, outsourcing of business processes has been gaining

popularity driven by the fact that US firms have been enjoying much success

from adopting this business strategy. European organizations have increasingly

been focussing on what they identify as their core competencies and have been

looking to reduce costs while maintaining high levels of quality for non-core

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activities and processes. To this end, two broad approaches had developed. One,

to centralise the non-core processes into an in-house shared service functions to

derive benefits of centralisation through an in-house process or through a wholly

owned subsidiary. Two, to identify an acceptable third party service provider

who will handle the processing work. The current economic climate has

encouraged the latter trend as the organizations continue to look for more

innovative ways to improve efficiency and cut costs in order to survive the

turbulent marketplace. Hence, the business process outsourcing

In India, as far outsourcing of business processes is concerned, the outsourcing

of legal services (LEGAL SERVICE IS NOT A CORE COMPETENCY FOR

A TYPICAL COMPANY - IN OTHER WORDS, IT IS NOT A RESOURCE

WHICH WILL BE USED BY A COMPANY TO BUILD OTHER

PRODUCTS)comes on the first count. In other areas also (discussed later in this

article), BPO is quite in vouge in India. Nowadays, more and more companies

are announcing BPO and call centre projects in India. As per estimates, India is

set to become the most popular destination for BPO operations. A large number

of multinational companies are outsourcing their business processes offshore to

Indian BPO companies. BPO has got impetus with the technological

breakthrough with Internet for communication across the globe which has been

the largest advantage for the success of the BPO business.

More importantly, India has a pool of talent and has the second-largest English-

speaking population with computer knowledge in the world after US. Also, costs

are lower in India compared to other countries for outsourcing. The technology

in India is state-of-the-art and the country is rightly located in terms of the

geographical position, and the policies of Govt. of India are also favorable for

software and BPO sector.

From 2004-05, there was an unexpected boom in the outsourcing sector in India,

not just within the domestic market but also in the export market of business

process outsourcing where foreign clients were off shoring their back office and

6


procedural functions to Indian BPOs due to the cost advantage and work quality

they offered.

The main factors of such rapid growth are cost-effective telecommunications and

easy availability of English speaking workforce with impressive technical know-

how in India. The main customers who are mostly benefited from the business

process outsourcing services are the industries related to Healthcare, Insurance,

Banking and Finance, Telecom, Automotive, E-commerce and Retail,

Pharmaceuticals, and Airlines. Some of the leading BPO organizations well

known for their performance and service standards in India are Wipro, Infosys

BPO, HCL, Satyam, IBM Daksh, Accenture, Hewlett Packard, Cap Gemini,

Convergys, and Tata Consultancy Services, to name a few.

Nature

In general, the main aim of the services of the business process outsourcing

firms in India is to provide the best solutions to satisfy clients demands. The

nature of the business process outsourcing services as offered by the BPOs are

like providing inbound customer service, outbound collections, telemarketing,

invoice processing, transaction processing, finance and accounting services, and

knowledge management of complex technologies.

Growth of BPO Sector in India

BPO Role in India’s Economic Growth

Challenges before BPOs in India

Wipro BPO India

Progeon India

Capgemini India

Convergys India

IBM Daksh India

7

http://business.mapsofindia.com/bpo-services-india/ibm-daksh.html

http://business.mapsofindia.com/bpo-services-india/convergys.html

http://business.mapsofindia.com/bpo-services-india/capgemini.html

http://business.mapsofindia.com/bpo-services-india/progeon.html

http://business.mapsofindia.com/bpo-services-india/wipro.html

http://business.mapsofindia.com/bpo-services-india/challanges-before-bpos-in-india.html

http://business.mapsofindia.com/bpo-services-india/role-indias-economic-growth.html

http://business.mapsofindia.com/bpo-services-india/growth.html


Cognizant India

Intelenet India

Business process outsourcing services in India: overview

From 2004-05, there was an unexpected boom in the outsourcing sector in India,

not just within the domestic market but also in the export market of business

process outsourcing where foreign clients were offshoring their back office and

procedural functions to Indian BPOs due to the cost advantage and work quality

they offered.

The main factors of such rapid growth are cost-effective telecommunications and

easy availability of English speaking workforce with impressive technical know-

how in India. The main customers who are mostly benefited from the business

process outsourcing services are the industries related to Healthcare, Insurance,

Banking and Finance, Telecom, Automotive, E-commerce and Retail,

Pharmaceuticals, and Airlines. Some of the leading BPO organizations well

known for their performance and service standards in India are Wipro, Infosys

BPO, HCL, Satyam, IBM Daksh, Accenture, Hewlett Packard, Cap Gemini,

Convergys, and Tata Consultancy Services, to name a few.

BPO Services

Customer Support Services: Answering customer queries through voice, e-

mail and chat.

Technical Support Services: Finding and providing solutions for customer

problems related to hardware, software, peripherals, and Internet.

8

http://business.mapsofindia.com/bpo-services-india/intelenet.html

http://business.mapsofindia.com/bpo-services-india/cognizant.html


Sales and Telemarketing Services: Interacting with customers for selling or

promoting products or services.

Administrative Support: It includes indexing, form processing, data entry,

document conversion, scanning, etc.

Customer Relationship Management (CRM): It includes services such as

taking orders, customer service, product support, technical help desk, and market

research.

Finance and Accounting: It includes internal auditing, travel expenses, time

and expense management, credit and debt analysis, collections, invoicing,

accounts payable, accounts receivable and billing-dispute resolution.

Human Resources and Training: It includes recruitment, training,

attrition/retention, database management, contract-worker management, etc.

Scope of BPO Sector

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BPOs have a great scope in India. Around 5 years back, BPOs were just a means

by which companies could save costs. Only a few activities were outsourced.

But now BPOs are emerging as a management tool and focus is shifting from

non-core processes to core processes. This is how BPOs gave rise to KPOs and

LPOs. In the near future, BPOs may give rise to some other sectors as well.

Outsourcing involves many risks, too. These risks can be:

1. Data security

2. Vendor’s financial instability: The buyer will have to search for a new

vendor if the vendor becomes financially unstable.

3. Loss of expertise: The knowledge and expertise of carrying out the

outsourced processes can be lost with time.

4. Loss of control of one's own company's processes.

Benefits of Outsourcing Companies:

1. Cost Reduction: The most important factor is cost reduction. Offshore

outsourcing companies operate at very low cost. An average Call center in US

charges $15- $20 per hour for technical support or customer service, whereas;

call centers in India charge $8 - $12 an hour for the same job.

2. 24/7 operations: BPO Companies operate 24/7 and 365 days a year. This is a

major advantage over Onshore BPO Companies.

3. Quality of Service: BPO Companies focus on delivering high quality service

to the companies they work for. Quality and data security parameters like ISO,

BS 7799, 6 Sigma, COPC, lean are studied and implemented to maintain high

quality standards.

BPO Companies are one of the fastest growing companies today. In India giants

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http://www.articlesbase.com/business-articles/the-future-of-bpo-companies-648404.html


like GE, American Express, IBM, Convergys, Aegis, Wipro, E4E, 24/7 have

around 10000 employees servicing different aspects of the industry.

It would be a wise decision to enter the BPO sector after the great success in

recent years. Experts predict that the Outsourcing Companies will rise in near

future, opening more avenues for all. One BPO Company is established almost

everyday in India alone. This is not just the present, it is the future.

Major Areas of BPO Sector

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The non-core business process areas are the core areas of BPO business. Simply

speaking, outsourcing of non-core business processes is popular among the

corporates today. These non-core business processes areas may inter alia include

IT enabled services (ITES), e-logistics, management of facility & operations and

legal services. Of these, outsourcing in ITES e.g. software & call centres is

amazingly popular across the globe.

BPO sector has the following functional Areas

Back-office Operations

Call Centre

Content Development or Animation

Data Processing

Engineering & Design services

Geographic Information System Services

Human Resource Services

Insurance Claim Processing

Legal Database

Medical Transcription

Payroll

Remote Maintenance

Revenue Accounting

Support Centres; and

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Web-site services

Emergence of Malwa Region in BPO Sector

Talking particularly about Malwa, the region is growing into a big hub of

education, service sectors and industries. Indore, Bhopal etc big cities are

growing at a rapid rate. Thus we can get the idea that the Malwa Region is

contributing well to the BPO sector.

Indore is industrial city located in central Indian state of Madhya Pradesh. It is

commercial capital of Madhya Pradesh .it is largest city in the malwa region.

Indore is fat emerging as the BPO hub of Madhya Pradesh. BPO in indore has

improved by leaps and bounds in last ten years. One of the main cause behind

the BPO boom in indore is its vast industrial sector. Indore is home to many

manufacturing giants like Bajaj , brigestone, lares and turbo, kirloskar ,

Hindustan motors. In indore 94% of the workforce employed in service,

manufacturing, trade, commerce, banking, entertainment, construction and allied

activities.

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(Sources: www.machrotech.com)

BPO in indore is on rise due to the growth of IT sector. BPO and IT/ITES sector

of indore has improved by miles in last few years. Due to growth in IT sector

many major investors are investing heavily to develop state of the art

technological parks. With many MNCs’ set to come up in the city the BPO is

booming and is expected to grow for next five years. One of telecom parks,

electronic complex is home to biggest telecom and electronic companies in

India.

Industrial sector in Indore, Bhopal etc. has seen a tremendous growth. Because

of the industrial growth, immigrant population in the city has increased by leaps

and bounds. Now with increase in population of work force has forced the BPO

sector to generate more revenue and contribute more to the national income. As

the BPO Sector employs hundreds and thousands of workers, this sector in

Malwa region has attracted many investors.

New Expansions in Malwa Region Regarding BPO Sector

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BPO sector of Indore is also growing at tremendous; many projects are being

developed exclusively for the sector. There are various projects are introduced

recently. We can have a glance over them as follows.

The Government of Madhya Pradesh is seriously contemplating turning the

airports in Bhopal and Indore into international airports. The idea: To catch at

least some, if not all, of India's booming BPO business.

The feasibility about studies is expected soon. The state officials are also talking

to private airlines for expanding their services to MP. The government is also

open to private initiative for the airport development. An international airport at

Indore can be a boon for the Indore SEZ, the state's flagship in attracting

investment. The SEZ is well connected with the existing domestic airports.

Anil Dhirubhai Ambani Group(ADAG) is planning to invest in business process

outsourcing(BPO) sector in Madhya Pradesh, besides an institute of information

technology named after Reliance founder late Dhirubhai Ambani. The BPO will

be opened at Bhopal and Indore, The group will also make heavy investment in

power sector, besides on industry based on limestone and flyash from thermal

station

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http://news.oneindia.in/2007/10/26/anil-ambani-to-open-bpo-in-mp-1193384162.html




Top Players in BPO Sector

Table 7.1

NO. Companies

1.Genpact

2. WNS

3. Wipro BPO (Spectramind)

16

http://www.naukrihub.com/india/bpo/top-companies/wipro/

http://www.naukrihub.com/india/bpo/top-companies/wns/

http://www.naukrihub.com/india/bpo/top-companies/genpact/


4. HCL BPO Services (Technologies)

5. ICICI One source

6. IBM Daksh

7. Progeon

8. MphasiS

9. EXL Service Holdings

10. 24/7 Customer

1. Genpact:

Spread across Asia, Europe and America, Genpact is a global BPO service

provider. Its biggest presence is in India, with nearly 20,000 employees.

Formerly known as GE Capital International Services, Genpact was set up by

Pramod Bhasin in 1997 with 300 employees and presently has facilities in India,

China, Europe and North America. It offers a wide range of services, from

content management to Banking and Insurance.

2. WNS Global Services:

Starting as a call center for British Airways in 1996 in Mumbai, WNS has grown

through strategic acquisitions to become a leading BPO service provider in areas

ranging from Healthcare and Finance to Research and Customer Service.

Warburg Pincus is a majority shareholder in the company. The company issued

17

http://www.naukrihub.com/india/bpo/top-companies/24-7-customer/

http://www.naukrihub.com/india/bpo/top-companies/exl/

http://www.naukrihub.com/india/bpo/top-companies/progeon/

http://www.naukrihub.com/india/bpo/top-companies/ibm-daksh/

http://www.naukrihub.com/india/bpo/top-companies/firstsource/

http://www.naukrihub.com/india/bpo/top-companies/hcl/


ADRs (American Depository Shares), which commenced trading on the New

York Stock exchange in July 2006. The company raised US$ 255 million

through this route. The revenue for the quarter ended June 30, 2006, was US$

53.0 million, up 3.6% from $51.2 million, in the same period in the previous

year.

3. Wipro BPO:

The Company is well known as a leader in CRM and back office transaction

processing BPO. Some strategic reorganization was resorted to in 2005 and it

moved from being a totally voice-based service provider to a mix of both voice

and non-voice-driven business. Its services include Mortgage Processing, to HR

Processing and Data Management. (http://wipro.com/bpo/index.htm)

4. HCL BPO:

Starting operations in 2001, HCL BPO services has become one of HCL’s most

important business units. Serving over 450 clients worldwide, 15% of which are

Fortune 500 companies, HCL BPO covers Insurance, Financial Services and

Retail. It operates from eight units across India, UK and Malaysia and even

offers services in languages other than English.

5. ICICI One Source:

Promoted by the ICICI group, ICICI One- Source stands up to its name and

provides BPO services covering almost all industry verticals like financial

services, retail, media etc. The contact center services accounts for over 70% of

its current business. It has 12 delivery centers based across India, North Ireland

and the US.

6. IBM Daksh:

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http://wipro.com/bpo/index.htm


This is a company to watch out for! From 6000 employees in 2004, when IBM

acquired it, Daksh presently has over 20,000 employees. The company is able to

leverage the expertise of IBM in the areas of research, development and

consulting to offer unique solutions. A case in point is its text-analytic tool

called ProACT that automates customer surveys analysis. This is being tested by

many telecommunication companies, effecting a substantial savings for the

company as the number of subject matter experts needed to execute the work

gets nearly halved. It has 12 delivery centers spread across India, four in

Gurgaon, two in Bangalore, one in Mumbai, Pune, Kolkata and Chandigarh and

two in Manila, Philippines.

7. Progeon, (now known as Infosys BPO):

Promoted by Infosys in 2002, Progeon seems to be coming to the limelight,

going by the string of recognitions it has been winning – the Business World, a

business magazine published in India has ranked it 4th most respected amongst

BPOs in 2006. The NASSCOM survey ranks it the 7th best BPO on the basis of

2005–06 revenues. The International Association of Outsourcing Professionals

(IAOP) has ranked Progeon 5th, out of 35 ‘Rising Stars’, in its Global

Outsourcing 100. Its revenue went up from less than US$ 4 million in 2003 to

US$ 85.5 million in 2006. The net profit jumped from a marginal loss in 2002-

03 to a profit of over US$ 21 million in 2005–06. Only around 18% of its

turnover is from voice related services, the rest coming from data related

business processing.

8. Aegis BPO Services Ltd.:

Aegis BPO is an Essar group company and has over 2 decades of experience. It

is a recognized leader in Customer care and acquisitions. Headquartered in

Irving, Texas, it employs over 9000 people (between India & USA) and has over

24 delivery centers. The company provides services across verticals like Retail,

Energy, Education, Telecom and Financial Services.

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9. EXL Services Holding:

Incorporated in Delaware in 1999, EXL is one of the leading providers of value-

added offshore Business Process Outsourcing solutions. It boasts of a client base

of over 1000 and employs over 7000 people. It has 5 delivery centers between

Noida and Pune. The Research and Analytics services is a relatively new add on

and its acquisition of Inductis in July 2006 will help it make its presence stronger

in this area.

10. 24/7 Customer:

Set up in mid 2000, this company presently has over 7000 employees across 9

global delivery centers. Headquartered in Los Gatos, California, it strives to be

customer- centric. The company has developed a Customer Life Time

Management System, which can provide value to many organizations.

Myths and Realities about BPOs

Myth: BPO industry is short-lived.

Reality: BPOs are here to stay. The industry is well established with strong

infrastructure, technology, and workforce.

Myth: Jobs in BPOs are at risk.

Reality: BPOs have deep roots in the western world. It is very unlikely that the

jobs in BPOs in India would dry up.

Myth: Chinese and Russian BPO industries will soon overtake Indian BPO

industry.

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Reality: Along with other barriers, one major barrier that China and Russia have

to overcome is the English language barrier. And along with other advantages,

the biggest advantage for India today is the large pool of talented individuals. So

there is a very small possibility of China and Russia overtaking the Indian BPO

industry in the coming years.

Myth: Many big players are withdrawing their businesses due to quality and

security issues in India.

Reality: A few companies may have withdrawn their businesses from India, but

such cases are not appearing very frequently. Initially these companies may have

withdrawn their businesses from India, but many of them have sent much more

work to India later on.

Myth: Attrition in Indian BPOs is high due to job frustration and odd shifts.

Reality: Most youngsters are hopping from one job to another because they are

getting tremendous job opportunities. And they have no problems working in

night shifts too. Attrition is more in Indian BPOs because BPO competitors are

offering more salaries or better designations.

Myth: The only work that employees have to do in BPOs is taking calls. The

roles are limited to customer support officers, technical support officers, and

team leaders.

Reality: There are many job roles in BPOs like quality, human resource,

finance, IT, project management, training, facilities management, etc. Taking

calls is not the only thing that has to be done. The job profile depends upon the

skills and qualifications of the employee.

Myth: Working in BPOs results in monotony and health-related problems due to

long sitting hours and continuous speaking.

Reality: BPOs provide proper health care facilities, work environment, and

21


recreational activities for the employees. They provide sufficient breaks between

the login hours. Many BPOs provide indoor games such as balls, carom boards,

chess, etc. to their employees on the floor to remove the monotony of the job.

Case study

Wipro BPO India

Wipro BPO India is committed to offering quality and long term services to its

customers. There are mainly three areas where Wipro focuses – knowledge

processing, equipping BPO technology, and reengineering the business process.

Wipro is more than just a BPO as it places the customer first, thus making every

effort to ensure that all client requirements are duly fulfilled.

The headquarters of Wipro BPO India is in Bangalore. Professionals at Wipro

BPO India work towards making new innovations, offering new talents, a

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framework for self- sustainability, and domain knowledge. The services offered

are customized and cost- effective. The services that are offered are meant for

various industries as mentioned below:

Travel and Hospitality

Banking and Capital Markets

Telecom

Healthcare sector

Insurance

Hi-Tech Manufacturing

The solutions offered by Wipro BPO India are in the following areas:

Finance and Accounting

Loyalty Services

HR Services

Knowledge Services

Procurement

Recently, Wipro BPO India had joint hands with MeritTrac services, a skills

assessment firm, for establishing a so called, 'hands-free recruiting process'

through which a candidate willing to join Wipro will undergo tests on spoken

English. The candidate will be observed on the basis of the following

parameters:

Neutrality of accent

Voice clarity

Fluency in speaking

English grammar

Wipro had acquired Spectramind in 2002 but has now changed its name to

Wipro BPO and is doing well in the offshoring venture. Wipro, before it

changed its name to Wipro BPO, had worked well through the Spectramind e-

services and had 31 clients in 2004-05. Wipro's acquisition of Spectramind had

23


jointly offered quality non-voice services and effective solutions to clients.

Wipro BPO is working towards setting up 2 BPO centers at Shanghai and

Chengdu in China. The total number of employees will be 300. Apart from

working on establishing the BPOs within this year, Wipro BPO is also planning

to set up BPOs in the US and Brazil as well.

Wipro BPO India registered a revenue of Rs. 263.6 crore in March and Rs.

251.5 crore in June, making Wipro one of India's top 10 BPO firms.

Impact of BPO in India

Impacts of BPO in India are discussed in the following terms:-

India on the fast track

At the turn of the millennium, India has numerous reasons to smile about. The

economy is no longer passive and redundant; on the contrary it is one that is

being steered by the winds of social and economic changes. During the past few

years, the country has seen phenomenal developments in its political, social and

economic infrastructure, accelerated by the strong forces of globalization and

Information Technology. A country with a resurgent, progressive economy;

India can be rightly called the foster-child of globalization.

The booming Information Technology (IT) segment comprising ITES (IT-

enabled services) / BPO (Business Process Outsourcing) are the core sectors that

24


have driven the country into the epicenter of change. The liberalization of the

Indian Telecom sector in 1994 gave an unexpected boost to the ITES/BPO

industry. In no time, India has turned into a hot destination for global offshore

outsourcing companies. The expansion in this sector can be attributed to the

leading IT giants, captive players and third party service providers, who

dominate the Indian ITES/BPO market. While the countries around the world are

vying for a fair share of the cake, India has grabbed the pie as the preferred

destination for offshore outsourcing. Indeed, India is shining!

BPO Industry: India clicks

India became familiar with ‘Business Process Outsourcing’ only in the early and

mid 1990’s, but now the entire country seems to be quivering with the ‘BPO

fever'. The foreign direct investment (FDI) in the country owes a lot to this

sector, which is progressing at a break-neck speed. The different kinds of

services offered by BPO's include Customer Support, Technical Support,

Telemarketing, Insurance Processing, Data Processing, Internet / Online / Web

Research and so on. The cheap labour costs and the pool of skilled, English-

speaking Indians have always been the two foremost factors contributing to the

BPO boom in the country. As the National Association of Software Services and

Companies (NASSCOM) points out, the other equally motivating factors include

strong quality orientation among players, ability to offer round-the-clock

services based on the country's unique geographic location, positive policy

environment which encourages investments and a friendly tax structure, which

places the ITES/BPO industry on almost equal footing with IT services

companies.

The studies conducted by NASSCOM and the global consultants McKinsey &

Co. brought to light certain amazing facts on the Indian BPO segment.

According to a NASSCOM study, the country’s flourishing ITES - BPO sector

is estimated to have achieved a 54 per cent growth in revenue in 2003-04. A key

employment - generating sector in the country; the BPO segment created job

25


opportunities for around 74,400 additional personnel in India in the same year.

By the year 2008, the ITES- BPO sector is expected to employ over 1.1 million

Indians, with its sales expected to touch an amazing 21$ to 24 $ dollars.

Where call centres are a part of life

For today’s youngsters, the call centers are a welcome addiction. The industry

has woven such magic around the entire nation that these days a city without a

call centre would be hard to find. Call centers contribute a fair share to the

revenue of the Indian BPO industry. About 70% of the BPO industry’s revenue

comes from call-centers, 20% from high-volume, low-value data work and the

remaining 10% from higher-value information work.

The average Indian’s attitude towards life has undergone a drastic change in the

last few years. The motto of today’s young Indian generation is “Live life king

size”. The changing lifestyles, demand for luxury and emergence of high-income

spending groups coupled with a thoroughly cosmopolitan outlook of life are

changing the modern Indian. Call centers are a major turn on for young

graduates. In addition to providing employment, the call centres offer excellent

benefits, good working environment and attractive remuneration packages. So

who wouldn’t choose to be a call centre employee?

When things go wrong…

It is true that the Indian BPO sector is witnessing an unprecedented boom but the

flip side of the industry cannot be ignored. For sometime, the Indian BPO

industry has been battling certain complex problems such as labour attrition,

poor infrastructure and lack of data protection laws.

The high attrition rate in the industry is primarily due to the restricted career

options or growth opportunities for the youngsters. Fear of stagnation is a major

factor that forces the employees to quit the industry. While some leave their

career mid-way in pursuit of higher education, others are drawn in by the higher

26


pay packages offered elsewhere. The new entrants into the BPO sector, who are

consistently on the look out for trained youngsters, offer higher remuneration.

With the employees moving to other jobs in less than a year, the industry has to

confront the gnawing problem of attrition.

Another key problem is the stressful work schedule, particularly night shifts,

which may create both physical and mental disorders in the long run. Other

reasons for the attrition problem include misguidance by the company, non-

conducive policies and procedures, mental strain brought about by reclusive

lifestyle and difficult relationships with peers or managers. According to

analysts, labour attrition rates in the outsourcing industry vary between 20 and

40 per cent in certain companies while at top firms it’s around an average of 15

per cent. If the current attrition rate continues, the outsourcing industry is likely

to face a shortage of 262,000 professionals by 2012.

Where lays the solution?

The multi-billion dollar BPO industry is racking its brains to solve the crisis, a

complicated one that could prove to be disastrous in the long run. Brand building

has come up as a good panacea for the attrition problem. The Indian BPO

industry is focusing on the process of brand building with a view to create

respect and awareness of the job among the people. The problem of talent

attrition could be kept at bay by offering perquisites like the right opportunities

for education such as degree courses for youngsters. While some BPO

companies retain their employees by providing free food and accommodation,

there are yet others who offer interest free home and car loans while some others

even offer activities such as bungee jumping and salsa classes. Besides creating

a challenging, competitive work environment, the stress is now on hiring the

right employees. Today, most of the BPOs are on the look out for freshers and

agents with more than one-and-a-half to two years of work experience, rather

than graduates with no prior experience in the industry.

27


Lack of top-class infrastructure is also another key problem to be dealt with. As

part of country’s infrastructure development, measures need to be taken to

improve the quality of roads, power, transport and communication and

connectivity. Further, the industry and the Government need to join hands so as

to create an efficient legal machinery to enforce stringent laws. This will ensure

a smooth, protected environment for the operation of businesses, particularly in

connection with laws/policies governing data/cyber security and intellectual

property rights.

Benefits Offered by BPOs

Benefits of Outsourcing Companies:

1. Cost Reduction: The most important factor is cost reduction. Offshore

outsourcing companies operate at very low cost. An average Call center in US

charges $15- $20 per hour for technical support or customer service, whereas;

call centers in India charge $8 - $12 an hour for the same job.

2. 24/7 operations: BPO Companies operate 24/7 and 365 days a year. This is a

major advantage over Onshore BPO Companies.

3. Quality of Service: BPO Companies focus on delivering high quality service

to the companies they work for. Quality and data security parameters like ISO,

BS 7799, 6 Sigma, COPC, lean are studied and implemented to maintain high

quality standards.

28

http://www.articlesbase.com/business-articles/the-future-of-bpo-companies-648404.html


4.Concentration on core business- With the day-to-day back office operations

taken care of, the management is free to concentrate more on the core business

of the company.

5.Outside expertise- Company is saved from the hassles of recruiting and

training personnel. BPOs ensure that experts from another company provide the

needed guidance and skills.

6.Cater to changing customer demands- It is another great advantage of out

sourcing the business processes. Many BPOs provide the management with

flexible and scalable services to meet the customers' changing requirements, and

to support company acquisitions, consolidations, and joint ventures.

7.Revenue increase- As stated above, by outsourcing non-core processes,

companies can concentrate on increasing their sales and market share, develop

new products; spread out into new market and increase customer service and

satisfactions.

Employee Benefits Offered by BPOs

Along with Provident Fund, Gratuity, Group Mediclaim Insurance Scheme,

Personal Accident Insurance Scheme, Paid Days Off, Maternity Leave,

Employee Stock Option Plan, etc., some other benefits are provided to the

employees in a BPO. For example:

Food: Breakfast, lunch, snacks and dinner are provided to the employees to

facilitate work in irregular shifts.

Transportation: Pick and drop facility is provided to employees.

Recreation, cafeteria, ATM: Facilities like pool table, chess, coffee shops, gym,

29


ATM, etc are provided in the office.

Regular health check-ups: BPOs provide health check-ups for their employees

once or twice in a year.

BPO Companies are one of the fastest growing companies today. In India giants

like GE, American Express, IBM, Convergys, Aegis, Wipro, E4E, 24/7 have

around 10000 employees servicing different aspects of the industry.

It would be a wise decision to enter the BPO sector after the great success in

recent years. Experts predict that the Outsourcing Companies will rise in near

future, opening more avenues for all. One BPO Company is established almost

everyday in India alone. This is not just the present, it is the future.

Growth of BPO Sector in India

Growth of BPO Sector in India during the first half of 2007 was showing a

moderate trend of growth which is registered at 14%. Five years ago, the growth

in this sector was quite low due to less contracts but the situation is worse now.

However, the growth of the BPO sector is expected to improve.

The BPO and KPO sectors in India have been showing some positive signs with

demands from western countries increasing manifold due to the availability of

cost-effective labor in India, which is highly skilled and also fluent in English.

The BPOs in India are focused on increasing the growth through change in

pricing techniques. Pricing in a BPO is supposed to be based on the value added

to the business. So a remarkable change is in store as the BPOs in India work

towards their full potential.

Of course, the big boom in the BPO industry in 2003 had generated a lot of

employment opportunities and continues even today. Nevertheless, Indian BPO

sector is facing competition from countries like Philippines, Mexico, Malaysia,

30


China, and Canada. The expected growth of this sector in 2003 was 25%.

Nations like the United States and Europe are showing great interest in

increasing their investments in the Indian BPO sector.

India has an edge over other countries as we consider the following:

Tech savvy professionals

Cost effectiveness

Superior competency

Business risk mitigation

24 hour service

Economy of scale

The trends in growth of the BPO sector in India are as follows:

2003 - USD 2.8 billion



The growth in the BPO sector of India in 2004 was mainly due to the demands

from the two segments – BFSI and telecommunications. There were low telecom

costs for the leased lines and 400 companies were part of the BPO sector of

India. The companies that were involved included third parties, Indian

companies, and multinational corporations.

31


Growth of BPO sector in India has been truly impressive in recent years, but

things can get even better, according to market analysts. India stands out already

as a market leader as far as BPOs are concerned and so India also attracts huge

foreign investments which are extremely essential since the Indian economy is

expected to have an unprecedented growth in the years to come.

Business process outsourcing services in India has witnessed a growth of 70% a

year and involves 100,000 people. Most of the US and European multinational

companies are heavily dependent on the outsourcing or shared services to India

in order for supporting their financial functions. The major Indian cities like

Bangalore, Chennai, Hyderabad, Kolkata, Gurgaon, New Delhi, Noida, Pune,

and Mumbai are well known as the business processing hubs in India, offering

valuable outsourcing services in India.

In a nutshell, the main reasons for the growth of business process outsourcing

services in India are:

Cost Factor Advantage

Utilization Improvement

Superior Competency

Economy of Scale

Business Risk Mitigation

Let us see the overall or global BPO market by industry

32


(Source: Nasscom.org)

Contribution of BPO to the National Economy:-

As per the NASSCOM-McKinsey Report the revenue from BPO will reach $64

billion by 2010 and the IT-enabled services (ITES) sector will contribute 37 per

cent to the total IT software and services export market. Thus, BPO is likely to

contribute up to 3 per cent to India's gross domestic product (GDP).

The BPO sector is expected to provide employment to 1.8 million people by

2010 as per a report by the NASSCOM.

Table 10.1

BPO revenue

Revenue \ Year 2003-04 2004-05 2005-06 2006-07 2007-08

Domestic BPO 0.3 0.6 0.9 1.1 1.6

Overall BPO Revenue 3.4 5.2 7.2 9.5 12.5

33


Figures in $ billion

(Source: Nasscom)

According to Nasscom, total IT-BPO clocked (or will clock),

2007-08: $52 billion (growth of 28%). $40.4 b from exports, $11.6

domestic. Of the exports, IT grew by 28% to 23.1 b and BPO exports

went up by 30% to $10.9 b

2008-09*: $62-64 billion

2010*: 110 billion

Key To success

The key to success in ramping up talent in a BPO environment is a rapid training

module. The training component has to be seen as an important sub-process,

requiring constant re-engineering.

Business Process Outsourcing: The Top Rankers

WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the

second position, according to a survey done by NASSCOM. The basis of

ranking is the revenues generated by the BPO companies in 2007-08, as per US

GAAP.

Mergers & Acquisition

34


M&A in the BPO se

ctor in India are not confined to Indian companies alone. BPO operations in

India that belong to multinationals are also changing hands. Last year British

Airways PLC (BA) divested about 70 percent of the equity in WNS to Warburg

Pincus, a New York-based private equity investor. WNS was set up in 1996 as a

captive back-office for BA. WNS is now positioned as an independent third-

party services provider, but still gets about 35 percent of its revenues from BA.

In India, M&A in BPO sector are proceeding on two fronts. Even as some Indian

BPO companies are getting acquired, other Indian BPO companies are acquiring

operations both in India and abroad. HCL Technologies acquired over a year ago

a 90 percent stake in the Apollo Contact Center in Belfast of BT Group. The deal

gave HCL a beachhead in the European market, and helped it bag business from

the London-based BT, including a $160 million order for setting up a BPO

operation for BT in India.

TransWorks Information Services Pvt. Ltd., a Mumbai based BPO company,

was acquired recently by the Aditya Birla Group, a large Mumbai based business

conglomerate.

Customer Asset, a Bangalore based BPO company, was acquired a year back by

ICICI One Source. Customer Asset had about 750 employees and operated a 350

seat call center in Bangalore.

Key buyers of BPO companies in India are software services companies which

want to position themselves as vendors of a broad portfolio of services,

including BPO, to their current customers. For example Wipro, a Bangalore-

based software and services company, acquired Spectramind eServices, a CRM

(customer relationship management) services company in Delhi a few months

back.

The List of M&A

35


Table 10.2

Mergers and Acquisitions in BPO World - 2009

Acquiree Acquirer / VC Value Date

Reason For

Acquisition

LaurelTech

Integrated

Publishing

Solutions

DiacriTech Undisclosed Feb 2009

The acquisition will

help position the

company to work in a

hybrid

onshore/offshore

model, capable of

delivering design,

editorial and project

management

capabilities in the US.

UCMS

Group Ltd

Aegis

Communication

Corp, BPO arm

of Essar

A$54m (Rs

200 crore)

April

2009

With this acquisition,

Aegis will have

operations in India,

Philippines, the

United States, Costa

Rica, Kenya and

Australia.

Schneider

National,

Czech

Republic

EXL Service

Holdings

Approx

$40m

July 2009 The unit provides

finance and

accounting services to

logistics firms in

Europe in multiple

languages such as

English, German ,

36

http://www.exlservice.com/


http://www.bpoindia.org/vc/m-n-a/2009.shtml


http://www.essar.com/

http://www.aegiscomgroup.com/



http://www.ucms.net.au/

http://www.ucms.net.au/

http://www.diacritech.com/


French, Italian and

Spanish. Through this

acquisition EXL has a

presence in Eastern

Europe. Eastern

Europe is an attractive

BPO destination both

due to the language

capabilities and the

nearshore advantage

for catering to markets

in Europe

UBS BPO

Unit, Hyd

Cognizant Approx

$75m

October

2009

As part of the

transaction, financial

services provider UBS

and Cognizant have

entered into a multi-

year services pact,

under which

Cognizant will

provide business

process outsourcing

(BPO), knowledge

process outsourcing

(KPO), IT and remote

infrastructure

management services

to UBS divisions

globally. The UBS

unit, called UBS India

37

http://www.cognizant.com/




Service Centre (UBS

ISC), employs about

2,000 associates

AmEx

Travel

Services

Captive

India

EXL Service

Holdings$30m

October

2009

EXL gained around

$160 million

outsourcing contract

spread over eight

years. EXL has

10,500 employees,

AmEX travel BPO

has 800.

McCamish

SystemsInfosys BPO

$38m,

additional

$20m based

on targets

Expected

Dec 2009

(Source: Media Reports)

Mergers and Acquisitions in BPO World 2010

Acquiree

Acquirer

/ VC Value Date Reason For Acquisition

Spheris

India

CBay

Holdings

$116.3m April

2010

Both companies are in the Medical

Transcription space. The deal would

boost CBay’s revenue by $500 million

in 2010. In the two-phased

acquisition, CBay’s subsidiary

MedQuist acquired the North

American assets of Spheris while

CBay bought out the entire stock of

Spheris India. Spheris had earlier filed

38

http://www.bpoindia.org/vc/m-n-a/

http://www.infosys.com/

http://www.mccamish.com/

http://www.mccamish.com/






for bankruptcy protection in the US

court.

(Source: Media Reports)

Recent developments

Business Process Outsourcing is the fastest growing sector in IT-ITeS industry.

BPOs led to the evolution of KPOs, RPOs, HROs, LPOs etc. BPOs have come a

long way from first generation, second generation to third generation of BPOs.

BPOs are no more just associated with answering calls and data entry. It has

spread its wings into knowledge processes. The BPO sector is creating job

opportunities for freshers. Six million jobs are expected in this sector by 2015.

BPO sector in India is growing at a tremendous pace. New dimensions are being

added everyday to the kind of work being done in BPOs. New developments

take place every now and then, which results in the overall development of the

sector

Let us have a look at all the recent developments in this sector:

BPOs move to tier-II, tier-III cities:- The latest mantra of BPOs to overcome

talent shortage, sky high real estate costs, wage inflation and high attrition rates

is to move to tier-II (Chennai, Hyderabad and Pune) and tier-III cities (Jaipur,

Chandigarh, Mysore and Ahmedabad). Smaller cities also have a good mix of

talent. WNS has already setup its center in Nasik, a tier-II city and it has 1200

employees in it. Also, India has a large pool of talent, reason being the

demographic spread in India. In 2007, Tata Consultancy Services carried out

30% campus recruitments from tier-I cities, 15-20 % from tier-II and the rest

from tier-III cities.

New Outsourcing Businesses Mushroom in Indian Market:- A new addition

in the series of BPO, KPO, and LPO is RPO i.e. Recruitment Process

39

http://www.naukrihub.com/india/bpo/overview/recent-developments/outsourcing.html

http://www.bpoindia.org/vc/m-n-a/


Outsourcing. In coming years India is going to face a talent crunch of half a

million people. That increases the demand of RPOs RPO stands for Recruitment

Process Outsourcing.

Outsourcing Journalism:-Like other processes in business, editorial jobs like

journalism are also being outsourced. The journalists in India can even watch

these events live on internet. Then reporters will be writing their articles and

sending them through mails

BPOs aim at higher returns for clients: - First generation of BPO was based

on cheap labour and cost savings. Second generation of BPO was based on

getting better productivity. But now the third generation of BPO is based on

fetching higher returns for clients.

Person-to-Person offshoring proves lucrative for Indian professionals: PPO

(Person-to-Person off shoring): It is a new trend that is giving competition to big

IT companies like IBM, Infosys, Wipro, and WNS.

40

http://www.naukrihub.com/india/bpo/overview/recent-developments/pop.html

http://www.naukrihub.com/india/bpo/overview/recent-developments/third-generation-bpo.html

http://www.naukrihub.com/india/bpo/overview/recent-developments/outsourcing-journalism.html


Government's Support to The BPO Sector in India

Recognizing the growing importance of the business process outsourcing, the

Government of India has introduced various policy concessions and initiatives to

accelerate the growth of the IT-enabled outsourcing market. Spearheaded by

associations such as National Association of Software and Service Companies

(NASSCOM), the Indian software and services industry has also taken various

steps to ensure that India becomes the global hub for IT-enabled outsourcing in

the future. Some of the steps take by the Government and industry for the

ITES/BPO sectors are as follows:

1. The Government of India has accepted the recommendations of

NASSCOM and removed certain procedural bottlenecks that were

hampering the growth of the Indian call center industry

2. The Government of India (Central Board of Direct Taxes - CBDT) has

allowed total income tax exemption on the export of IT enabled

outsourcing services under Sections 10A/10B of the Income Tax Act,

1961. These IT enabled products or services are:

Back-office Operations

Call Centre

Content Development or Animation

Data Processing

Engineering & Design services

Geographic Information System Services

Human Resource Services

41


Insurance Claim Processing

Legal Database

Medical Transcription

Payroll

Remote Maintenance

Revenue Accounting

Support Centres; and

Web-site services

3. Foreign Direct Investment (FDI) for 100 percent of the equity has been

permitted in BPO companies

4. Permission of duty-free imports of capital goods (under the Export

Promotion of Capital Goods scheme) for BPO companies.

5. The Government has promoted several Software Technology Parks

(STPs) which provide ready-to-plug IT and telecom infrastructure. STPs

also allow single-window clearance for all regulatory compliance issues.

Currently, several STPs have been established across India covering most

of the major towns/cities.

Though most states promote IT-BPO growth, commitment, ground

implementation by different governments needs to be focused and time-bound.

Government support is seen to be the strongest in Challenger locations and has

played a critical role in their development.

42


SWOT Analysis

Strengths:

Large no. of talented graduates

Affordable and quality education as compared to developed countries

English language benefit

Well-developed IT industry

Strong customer base of well known companies

Powerful venture capital interest in investing in growth opportunity.

Weaknesses:

Scarce foreign language skills other than English.

Lack of customer service culture

Expensive and poor quality telecom infrastructure

Poor electricity supply

Cultural differences

High attrition rates, therefore less no. of people with extensive call centre

experience.

Opportunities:

43


Horizontal and vertical expansion of existing customer base into new

markets

Time zone difference between India and target markets

Increasing awareness of outsourcing services.

Threats:

High Billing rates

Political instability

India's competitors in Eastern Europe, Latin America and the Asia Pacific

regions offering cheap BPO services

Increasing technology automation.

Major Findings

1. India is the fastest growing BPO market in the world.

2. The Indian government has established a National Taskforce on IT with

an aim of formatting a durable National IT Policy for India

3. Endorsement of the IT Act, which offers an authorized structure to assist

electronic trade and electronic operations.

44


4. China has proved to be a major threat for Indian outsourcing industry.

Chinese cities like Beijing, Shanghai, Shenzen, and Dalian are regarded

as top destinations for outsourcing business to. Chinese outsourcing

industry is worth about $15.2 billion.

5. India's outsourcing industry is estimated to be worth about $52 billion.

India continues to dominate global outsourcing market. Banking and

financial services contribute nearly 40 percent to India's outsourcing

industry.

6. About 40 percent of India's outsourcing business comes from banking and

financial services. With many of the big names in banking and financial

industry being affected by US subprime crisis, there are apprehensions

about how outsourcing industry will shape-up in near future. However,

some IT and BPO companies in India express optimism about

maintaining India's success story in outsourcing.

Limitations:

Uncertainty of Indian tax exposure to foreign principal

Tax on BPO services in India increasing cost of services

45


Lack of maturity in service line, increasing competition among e-logistics

providers and management resistance are the main deterrents to the

outsourcing in the logistics sector

Companies rush into BPO market without understanding the kind of

operational and marketing issues they would have to cope with, and the

kind of gestation periods to be expected before profits can start flowing in

consistently. As a result, many facilities that were set up are lying vacant,

and the failed enterprises have to either close down or get acquired, as

they have neither funds nor clients.

Discretionary cuts in budgets, low growth due to industry maturity and

decentralised nature of facilities management are the main deterrents to

the outsourcing in the facility & operations management sector

China, Philippines, Malaysia, Ireland etc upcoming competitors and BPO service

destinations.

Conclusion

As per the estimates, India is poised to become a No. 1 BPO destination in the

Asia-Pacific overwhelming all the so called odds. Particularly, when it comes to

ITES-BPO tier, with a current base of 96,000 call centre seats, India is supposed

to grow by 85 per cent to reach a capacity of 1,77,000 seats over the next 12

46


months to become the biggest BPO hub in the region. Newspaper and magazine

articles and analysts' briefings throughout the globe are reporting the projected

strong growth of the BPO market in India. Thus, let us see that how does the

BPO strategy instill perfection into the Indian corporate to help them achieve

efficiency in their core businesses and reduce costs related to the non-core

business activities, and further, how does it add new hue to various professions

involved in this paparazzi to make the BPO a fertile business strategy.

Suggestions

The Business Process Outsourcing (BPO) sector which includes back office

companies and Customer Contact Centers, holds enormous promise for the

Indian economy. The future growth of the sector is dependent on being globally

competitive, as outsourcers are raising the bar on a continuous basis.

Uniquely positioned, India has the potential to become a world leader in the

sector. QAI attempts to facilitate this potential by providing consulting and

training services for enabling Operational excellence.

Today, technology is no longer the key differentiator. The ability to manage

human resources and maintain quality, with an ability to meet ever-increasing

customer expectations is the expected growth levers .

BPO organizations today have to focus on·

Managing service levels efficiently;

Increasing quality of services delivered;

Reducing costs of operations;

And in the process ensure growth in revenues and profits.

47


At the first glance, these goals seem counter productive. How can a company

increase service levels at the same time reduce costs AND improve Quality

while ensuring shareholder value?

QAI helps companies to achieve just this. With one of the largest pool of

experienced consultants with international exposure,

Although countries like Australia, China, Philippines and Ireland have emerged

as the close competitors in the ITES/BPO sector, India is still the favored market

for BPO companies.

References:

Newspaper Refered:

Economic Times

Business Standard

48


Websites:

www.naukrihub.com(date-15/06/2010,time-12.45pm)

www.bpo.org(date-20/06/2010,time-06.30pm)

www.indiamart.com (date-03/07/2010.time-01.15pm)

http://www.machrotech.com/images/BPO_model.gif(date-

07/07/2010,time-12.30pm)

http://www.bpoindia.org/(date-07/07/2010,time-3.30)

49

http://www.bpoindia.org/

http://www.machrotech.com/images/BPO_model.gif(date-07/07/2010,time-12.30pm)

http://www.machrotech.com/images/BPO_model.gif(date-07/07/2010,time-12.30pm)

http://www.indiamart.com/

http://www.bpo.org/

[to Study Potential of BPO Industries in India With Special Reference to Malwa Region]

Documents

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bpo hubs

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bpo fever

topic of bpo industry

bpo industrys revenue