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Mohan Das Mba[1]


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ites bpo callcenter

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Mohan Das Mba[1]

  2. 2. Self Introduction <ul><li>Name:B. Mohan Das </li></ul><ul><li>DOB: 31-12-1984 </li></ul><ul><li>Weakness : Innovative thinker </li></ul><ul><li>Strength : Executive ability is prominent in my make up </li></ul><ul><li>Worked as tutor(3years), IT recruiter (International) </li></ul>
  3. 3. DEFINATION OF ITES <ul><li>ITES are the business process which are enable by IT. </li></ul><ul><li>This business process is a part of the outsourcing industry. It is dependent on information technology , hence it is also referred to as information technology enabled services or ITES. Call centre’s, Knowledge process outsourcing , Medical transcriptions, Recruitment process outsourcing, Financial process, marketing and legal process outsourcing are some of the subsets of business process outsourcing.Business missions demands more capable systems and greater automation from IT </li></ul>
  4. 4. BPO: Business process outsourcing <ul><li>Business process outsourcing (BPO) is an organization entering into a contract with another organization to operate & manage one or more of its Business Processes. </li></ul>Call centre ? A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone .
  5. 5. BPO: Industry size <ul><li>Revenue </li></ul><ul><li>Percentage of share </li></ul><ul><li>Percentage of offshore share </li></ul>
  6. 6. BPO increasing the flexibility of organizations <ul><li>Fee-for-service </li></ul><ul><li>Focus on its core competence </li></ul><ul><li>Increasing the speed of Business Processes </li></ul><ul><li>Finally, achieves the organizational life cycle </li></ul>
  7. 7. Challenges <ul><li>Although the above-mentioned arguments favor the view that BPO increases the flexibility of organizations, management needs to be careful with the implementation of it. </li></ul><ul><li>Some tends to change their attitudes, personalities and character on how the way they talk to other clients. Although BPO has many potential advantages there are a few stumbling blocks, which could counter these advantages. </li></ul>
  8. 8. Problems? <ul><li>Among problems, which arise in practice are: </li></ul><ul><li>A failure to meet service levels, unclear contractual issues, changing requirements and unforeseen charges. When BPO does not work out as planned the company might well experience the way in which BPO makes a company very dependent on a vendor and therefore very inflexible. </li></ul><ul><li>Consequently, these challenges need to be considered before a company decides to engage in business process outsourcing. </li></ul>
  9. 9. Threats?
  10. 10. Problem that comes across? <ul><li>A major drawback involved, in Business Process Outsourcing are the risks. Outsourcing of an Information System, </li></ul><ul><li>Risks and threats of outsourcing must therefore be managed, to achieve any benefits. In order to manage outsourcing in a structured way, maximizing positive outcome, and minimizing risks and avoiding any threats </li></ul>
  11. 11. Different Types of Services Being Offered By BPO's:
  12. 12. BPO services
  13. 13. Contd…. Customer Support Services Technical Support Services Telemarketing Services Employee IT Help-desk Services Insurance Processing Customer Support Services Technical Support Services Telemarketing Services Employee IT Help-desk Services Insurance Processing Data Entry Services / Data Processing Services Data Conversion Services Book Keeping and Accounting Services Form Processing Services: Internet / Online / Web Research:
  14. 14. ITES SERVIES Telemarketing Services Technical Support Services Customer Support Services Employee IT Help-desk Services Insurance Processing Data Entry Services / Data Processing Data Conversion Services Data Conversion Services Form Processing Services Internet / Online / Web Research:
  15. 15. Challenges for a HR Professional in BPO <ul><li>Brand equity </li></ul><ul><li>Standard pre-job training </li></ul><ul><li>Benchmarks </li></ul><ul><li>Customer </li></ul><ul><li>Lack of focused training and certifications </li></ul>
  16. 16. PLANING + EXECUTION + ACTION = Results
  17. 17. Employee Benefits Provided by BPO Companies Employees growth chart Service Service Service Service Service Service BPM Indirect employees Fund Provident Fund Medical Insurance bonus Solution Governance IT Asset Governance Service Governance Employee Benefits Subsidized Food & Transportation Job satisfaction Over seas training Promotions Recreation Cafeteria ATM Facilities Performance based Incentives Cell Phones & Laptops Company Accommodation
  18. 18. Why people prefer to join ITeS
  19. 19. “ many reasons , for joining ITes…”
  20. 20. conti…….. Find nothing better to do. Education level doesn't matter Good work environment Good Benefits Flexibility of time Attractive life style Transport facility Did not get a better job.
  21. 21. Top 15 BPO companies in India <ul><li>WNS Group </li></ul><ul><li>Wipro </li></ul><ul><li>Spectramind </li></ul><ul><li>Daksh e-Services </li></ul><ul><li>Convergys </li></ul><ul><li>HCL Technologies </li></ul><ul><li>Zenta </li></ul><ul><li>Technologies </li></ul><ul><li>ICICI Onesource </li></ul><ul><li>Mphasis BPO Services </li></ul><ul><li>EXL Services </li></ul><ul><li>Tracmail Group </li></ul><ul><li>GTL Ltd. </li></ul><ul><li>vCustomer </li></ul><ul><li>Hinduja TMT ltd. </li></ul><ul><li>24/7 Customer </li></ul><ul><li>Sutherland </li></ul><ul><li>Cat Technologies </li></ul><ul><li>Comat Technologies </li></ul>
  22. 22. The Top Rankes
  23. 23. Outsourcing BPO - The Benefits <ul><li>This is the crux of the pro-outsourcing argument. Outsourcing BPO Services to India offers benefits not only in terms of cost reduction, but also in terms of increased productivity and quality. Companies along with their customers benefit since they can access some of the best talent and expertise in the industry at lower rates. </li></ul>
  24. 24. Some Other Facts <ul><li>Outsourcing BPO to India - The Cost Savings </li></ul><ul><li>Outsourcing BPO to India - Creates Jobs </li></ul><ul><li>Outsourcing BPO to India - The Value Addition </li></ul><ul><li>Outsourcing BPO to India - The Long Term Benefits </li></ul>
  25. 25. Outsourcing BPO Services to Outsource to India
  26. 26. Growth of BPO’s over Years
  27. 27. News papers