ICSS is one of the leading inbound call center service providers in India. We have been catering to an extensive list of global clients for 13 years. We understand that our growth relies on the growth of our clients and as a result, rather than focusing on our business goals we lay a major emphasis on the business goals of our clients as helping them achieve their goals automatically helps us achieve ours.

1. INSIGHT CUSTOMER CALL SOLUTIONS LTD
ISO 9001: 2008 Certified Company
To be the leading Next Generation end- to -end business process
management Company.
Presented by: Brijesh Patel
Manager of Designing &
Digital Marketing

2. Trends in the BPO Industry

3. The Evolution of outsourcing
Outsourcing Enabler
Logistics &
Fulfillment
Computing
services
Call center IT Services
Back office
(BPO)
Knowledge
Process
(KPO)
Mainframe
Computer
Low cost Telco
PBX switch
Software
Platforms
Offshore Labor
Global connectivity

4. The Outsourcing “Value Stack”
Logistics &
Fulfillment
Computing
services
Call center IT Services
Back office
(BPO)
Knowledge
Process
(KPO)
Technology
Labor
Facilities
Process
Technology
Labor
Facilities
Process
Technology
Labor
Facilities
Intellectual
Process
Technology
Labor
Facilities
Intellectual
Process
Technology
Labor
Facilities
Intellectual
Process
Technology
Labor
Facilities

5. Sector Comparisons
Onshore call center Offshore call center Offshore BPO Offshore IT Offshore KPO
Function Voice Voice
Voice and
Non-voice
Non-Voice Non-Voice
Work time Day Night Day & Night Day Day
Key Location India India India India India
Attrition 80-120% 50-60% 25-35% 15-20% 15-25%
Skills Required
Computer
conversational
tech or Care
Accent Grammar
Conversational
tech or care
Intuitive Process
Technical Analytical
Engineering
Programmer
Education High school College College College College

6. BPO Trends - Client Perspective
In light of the economic downturn, we are observing:
1. Less transaction volume (sector specific)
2. Increasing % of outsourcing (for cost savings)
3. Accelerating migration to offshore (for cost savings)
4. Increased focus on revenue generation (selling skills)
5. Eliminating non-performing vendors
6. Slower decision cycles (risk averse)
7. Deploying technology to offset labor costs
8. Heightened concern about risk (disaster recovery)

7. BPO Trends - Vendor Perspective
1. Chasing new labor markets
 Accelerating use of traditional offshore
 Larger vendors expanding into emerging markets
2. Focused on profitability
 Client retention
 Selective price increases
 Operating efficiencies
 Use of Shared Services to reduce SG&A costs

8. What is a BPO?
Business process outsourcing (BPO) is the contracting of non-primary business activities and functions to a
third-party provider. BPO services include payroll, human resources (HR), accounting and customer/call
center relations.
BPO is also known as Information Technology Enabled Services (ITES). Often the business processes
are information technology-based and are referred to as
ITES-BPO, where ITES stands for Information Technology Enabled Service.
Knowledge process outsourcing (KPO) and legal process outsourcing (LPO) are some of the sub-segments
of the business process outsourcing industry

9. Type of BPO

10. How does BPO work?
Business process outsourcing (BPO) is a subset of outsourcing that involves the non-core business activities and
specific functions/operations of the business to a third-party provider.
BPO services typically includes -:
 Back office operations
 Payroll
 Human resources (HR)
 Database management
 Finance/Accounting/billing maintenance
 Front end operations like customer/call center relations, tele marketing
 Logistics management
 Supply chain management
 Medical transcription etc.

11. Advantages of BPO
Some of the key advantages of outsourcing your BPO Services:
• BPO services can save time.
• Top Quality Output
• Reduce your administrative burdens.
• It helps to increase top line growth of your company.
• Helps to concentrate on your core activities.
• Access to sophisticated technology does away with any chance of errors.
• Data is confidential and secure.
• Accuracy
• Quicker Turn Around Time
• Customer Support

12. FMCG