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  • 1. Soft Skills For The BPO Sector By: Shalini Verma Presented By: Abhishek Varma
  • 2. 6 Challenges 5 Outsourcing to India 4 Skill Sets For BPO’s 3 Types of BPO 2 What is Outsourcing 1What Is BPO?
  • 3. What is BPO Business Process Outsourcing 1 Employing/Hiring 3rd Party to perform specialized jobs 2 Use of technology for efficient output with more cost effectiveness 3 Outsourced processes are mostly IT intensive business processes 4 BPO manages and administers the process on scale of measurable performance 5 Fastest growing and most profitable wings of IT Enablesd Services (ITeS) 6
  • 4. Factor Cost Advantage Economy Of ScaleBusiness Risk Mitigation Wonder Factors Superior CompetencyUtilization Improvement
  • 5. What is Outsourcing?Outsourcing is contracting with another company or person to 2000’s do a particular function ITeS 1990 Alliance / Tie-Up’s 1980 Entire IT Operations 1970 Parts of IT Operations 1960 Typically, the function being outsourced is Time Sharing considered non-core to the business
  • 6. Why is Outsourcing Gaining Acceptance World Over• Reducing Overheads• Improving Efficiency• Minimizing Capital Expenditure• Tapping skilled workforce in other countries• Offloading non-core operations• Reducing the IT management burden and at the same time retaining control over strategic decision making• Saving on R&D and training Human Resource• Establishing strategic relationship with world class service providers• Getting world class services at very competitive price• Providing quality service to the end customers• Ensuring satisfaction to end customers
  • 7. Types Of BPOs
  • 8. STRUCTURE BPOsCaptive BPOs 3rd Party BPOs JV BPOs
  • 9. SERVICES BPOsBack-Office Front-OfficeOutsourcing Outsourcing
  • 10. WHY ARE COMPANIES INCRESINGLY OUTSOURCING TO INDIA?
  • 11. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy7 Time Zones
  • 12. Availability of suitable manpower is one important factor which 1 made India one of the hotspot for outsourcing 2 Technological Advancement 3 Government Policies 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy7 Time Zones
  • 13. 1 Skilled Manpower 2 India emerged as a hotbed of technological advancement and home to one of the largest technically trained workforce 3 Government Policies 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy7 Time Zones
  • 14. 1 Skilled Manpower 2 Technological Advancement Promotion of IT as one of the top 5 priorities of 3 the country 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy7 Time Zones
  • 15. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies Improvement in infrastructure is another important factor that 4 has contributed to success of BPO/ITeS sector in India 5 Language Proficiency 6 Soft-Skills Savy7 Time Zones
  • 16. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies 4 Infrastructure Vast pool of skilled manpower and its proficiency in 5 English Language 6 Soft-Skills Savy7 Time Zones
  • 17. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies 4 Infrastructure 5 Language Proficiency India ranks high in soft skills like learnability, flexibility, 6 quality of work, linguistic capabilities & ethics7 Time Zones
  • 18. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy India time zone helps in reducing turnaround time7 by leveraging time zone differences
  • 19. SWOT Strength Weakness• Highly skilled, English speaking manpower • Attrition• Abundant Manpower • Cost of Telecom and Infrastructure• Cheaper workforce • Political opposition from developed• Dedicated workforce countries• Round the clock advantage • Cultural Difference Oppurtunities Threats• Work closely with Nasscom • Anti-Outsourcing legislation in US• Work closely with western Govt • Other emerging ITeS destinations• Increasing awareness of outsourcing • Political instability • Increasing technology automation
  • 20. CHALLENGESBPO has been a Working Hoursvery popular fieldof employment in Lopsided workingrecent years. hours in India.Some of theflipsides of BPO
  • 21. CHALLENGESBPO has been a Stressvery popular fieldof employment in High-stress working hoursrecent years. and cultureSome of theflipsides of BPO
  • 22. CHALLENGESBPO has been a Attritionvery popular fieldof employment in Exteremely highrecent years. attrition rates.Some of theflipsides of BPO
  • 23. CHALLENGESBPO has been a Politicsvery popular fieldof employment in Anti-Outsourcing movements in USrecent years. and UK.Some of theflipsides of BPO
  • 24. CHALLENGESBPO has been a Economyvery popular fieldof employment in Global economic slowdown,recent years. currency dynamicsSome of theflipsides of BPO
  • 25. CHALLENGESBPO has been a Meeting Deadlines,very popular field dealing with the customers andof employment in maintaining work-recent years. life balance.Some of theflipsides of BPO
  • 26. CHALLENGESBPO has been a Motivatingvery popular field Employees, absenteesim, clientof employment in demands,recent years. competition andSome of the costs.flipsides of BPO
  • 27. BUILDING ACAREER IN THEBPO INDUSTRY
  • 28.  24/7 Operations Young, smart and talented workforce World-class, state-of-the-art facilities World-Class training to learn new skills, new knowledge andenable high performance Building global career – much faster than most otherindustries
  • 29.  Impact on health and social life Workplace harassment Night work and security Dealing with diverse and irate customers