The document provides an overview of the business process outsourcing (BPO) industry. It discusses what BPO is, the different types including back office and front office outsourcing. India has emerged as a global leader in BPO due to its large workforce and lower costs compared to countries like the US. The top BPO services include customer support, technical support and data processing. While BPO provides benefits like flexible work schedules, challenges include long working hours and health issues.

1. Business Process Outsourcing AN INDUSTRY OVERVIEW BY M.VANI PRASUNA

2. Overview Outsourcing BPO/Types of BPO Different types of services offered by BPO Challenges for a HR professional in BPO Employee Benefits/Disadvantages in BPO

3. What is Outsourcing? Outsourcing is defined as an organization entering into a contract with another organization to operate and manage one or more of its business processes Companies began employing the outsourcing to carry out narrow functions, such as payroll, billing and data entry some organizations outsource whole operations. The most common forms are ITO- Information technology outsourcing BPO- Business process outsourcing

4. Outsourcing to India BPO : Business Process Outsourcing CRM, Medical Transcription, Call Centers ITES : Information Technology Enabled Services Software development, Data entry, Programming, Web development services KPO : Knowledge Process Outsourcing Financial Analysis, Legal Services

5. OUTSOURCING TO INDIA

6. What is BPO? Business process. BPO is the contracting of a specific business task, such as human resources and customer service, to a third-party service provider. It is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry.

7. Business process outsourcing (BPO) - Types There are three types of BPO. Offshore Outsourcing : BPO that is contracted outside a company's own country Onshore Outsourcing : BPO that is contracted with the company's own country. Nearshore Outsourcing : BPO that is contracted to a company's neighboring country

8. Two Categories of BPO Back Office Outsourcing: It includes internal business functions, such as billing or purchasing. Front Office Outsourcing: It includes customer-related services such as marketing or tech-support.

9. Why BPO is gaining ground? Few of the motivation factors are: Factor Cost Advantage Economy of Scale Business Risk Mitigation Superior Competency Utilization Improvement

10. India's BPO Market in 2008 Indian revenues from BPO are estimated to have grown 107 per cent to $ 583 million.

11. Comparison of India Vs US BPO operating costs

12. Different Types of services being offered by BPO Customer Support Services Technical Support Services Telemarketing Services Employee IT Help-desk Services Insurance Processing Policy Maintenance / Management: Data Entry Services / Data Processing Services Scanning, OCR with Editing & Indexing Services Internet / Online / Web Research

13. Current Top Indian Rankers Genpact WNS Wipro BPO HCL Technologies BPO Services ICICI OneSource IBM Daksh Progeon (Infosys) Aegis BPO Services EXL Service Holdings Convergys Zenta Mphasis Tracmail GTL Ltd. VCustomer HTMT 24/7 Customer Sutherland Technologies

14. Employee Benefits Provided by Majority Of the BPO Companies Provident Fund Gratuity Corporate Credit Card Cellular Phone/ Laptop Loans Personal Health Care incentives Educational Benefits Performance based Flexible Salary Benefits Wedding Day Gift Transportation facility Recreation, Cafeteria, ATM and Concierge facilities

15. Disadvantages of BPO Odd working hours Health issues Abusive clients Age factor Social issues / alcohol consumption / sex issues Future trend of call center jobs

16. Why people Prefer BPO … Did not get a better job Find nothing better to do Education level doesn't matter Good work environment Good Benefits Flexibility of time Attractive life style Transport facility Leave BPO … No growth opportunity/lack of promotion For higher Salary For Higher education Misguidance by the company Policies and procedures are not conducive Physical strains Uneasy relationship with peers or managers

17. Reference The Basics of Business Process Outsourcing: http://www.sourcingmag.com/content/c06045a.asp Article Source: Benefits/ Disadvantages of BPO http://www.saching.com Article Source: BPO Industry in India http://www.bpoindia.org