This document discusses outsourcing and the business process outsourcing (BPO) industry. It defines different types of outsourcing like offshoring, nearshoring and homeshoring. The benefits of BPO include access to skilled resources and lower costs. Common BPO services mentioned are customer service, finance and accounting. The document also discusses information technology outsourcing (ITO) and knowledge process outsourcing (KPO). Countries are promoting their BPO industries by improving infrastructure and political stability to attract investment. Job opportunities in the sector are increasing.

1. 1

2. 2

4. Or the delegation of day to day Operations or
Business Process to an External Service Provider
“the strategic use of outside resources to
perform activities traditionally handled by
internal staff and resources…” Dave Griffiths
4

5. Offshoring
Outsourcing Nearshoring
Homeshoring
5

6. • Contracting • Outsourcing in • Contracting in
outside a a buyer’s a buyer’s
buyer’s neighboring country
continent or country
region
6

7. Services provided are:
Scalable
Secure
Efficient
7

8. 8

9. 9

10. 10

11. BPO
Specific tasks outside the core competency of a
company
Outsourced to a Third party Service Provider /
Shared Service Centre
11

12. Customer Relations
Media Outsourcing
Management
Insurance, Finance and
Health Care Accounting
Procurement,
Human Resources
Documentations
12

13. 13

14. ITO
Fast changing • Need to invest on
world Sophisticated Technologies
Technical • Fueling the rapid evolution of
Innovation Business and Economic Models
Competitive • Adapt to changes
Market
14

15. ITO
Electronic Commerce
Network / Infrastructure
Software / Applications Development
Telecommunications
Website Development and Hosting
15

16. KPO
16

17. 17

18. 18

19. Build
your
career
Job
Opport Increased
unities number of
ICT/BPO
companies
19

20. 20

21. 21

22. 22

23. 23

24. 24

25. IT Support
Hardware Infrastructure
Software applications/ development & maintenance
Web design, development & hosting
Network Solutions
Computing Environment
High Performance Computing (HPC)
Security
Business Systems
25

26. 26

27. Strong
language
abilities
Expertise & Cultural
Consultancy diversity
Real time
support & Political
24/7 stability
Flexibility
Improving Low-cost
infrastructure region
27

28. Research and
Technology
Analytics
services (KPO)
outsourcing (ITO)
Back Office /
Contact
Centres (BPO )
28

29. 29

30. DESIGNATION • BPO Associate (Voice & Non voice)
GRADE/LEVEL • Entry Level
REPORTS TO • Supervisor/Coach/Team Lead
PRIMARY PURPOSE • To ensure client satisfaction by effectively and efficiently
OF THE POSITION maintaining quality of output and accuracy of information.
• Process / Client related tasks:
• Adhere to the Service Level Agreement (SLAs) specified by the
ESSENTIAL DUTIES OF Client / Process for quality, productivity and schedule
THE POSITION adherence
• To be aware of and comply with any client / process / product
updates.
ACADEMIC • Good SC / HSC
QUALIFICATIONS • English, French and Maths Subjects would be an advantage.
EXPERIENCE • 0 – 1 year
KNOWLEDGE • Computer literate
SKILLS AND • Customer oriented, Analytical skills, Team Player, Extrovert
COMPETENCIES personality
30

31. DESIGNATION • Supervisor /Coach/ Team Lead (Voice & Non Voice)
GRADE/LEVEL • Supervisory Level
REPORTS TO • Accounts Manager
POSITIONS
REPORTING DIRECTLY • BPO Associates
TO THIS POSITION
PRIMARY PURPOSE
• To ensure achievement of targets as defined by the Client
OF THE POSITION
• Manages the team in an effective and efficient manner.
• Grooms team members to handle more responsibilities.
ESSENTIAL DUTIES OF • Prepares development & action plans for every team member.
THE POSITION • Plans necessary process- related training to team members.
• Works in team and provides assistance and seeking support.
• Conducts regular briefings to discuss performance and updates.
• Good SC / HSC + at least 3 years relevant experience
ACADEMIC
• Diploma holder + at least 2 years relevant experience
QUALIFICATIONS
• Degree Holder + a minimum of one year relevant experience
EXPERIENCE • 1 to 3 years
KNOWLEDGE • Computer literacy, email etiquette
SKILLS & • Excellent Communication skills, High customer Acumen, Good
COMPETENCIES Leadership and motivational skills, Strong Analytical Skills.
31

32. DESIGNATION • Account Manager (Voice & Non voice)
GRADE/LEVEL • Mid Management Level
REPORTS TO • Floor Manager/Operations Director
POSITIONS REPORTING
DIRECTLY TO THIS • Team Leads/supervisors/coach
POSITION
PRIMARY PURPOSE OF • To lead the team through operational efficiency, maximize revenue
THE POSITION and create effective relationships with customers/Clients.
• Works closely with the Operations Manager to achieve Quantitative
and Qualitative targets specified by the Client.
• Measures performance of the team and Reports to the Client at the
ESSENTIAL DUTIES OF end of every month, responsible for team motivation and employee
THE POSITION retention.
• Grooms and mentors Team Leaders to handle more responsibility
• Coaches TLs to prepare and document development plans.
• Good SC / HSC + at least 5 years relevant experience
ACADEMIC
• Diploma/Degree holder + at least 3 years relevant experience
QUALIFICATIONS
• Post Graduate + a minimum of 2 years relevant experience
EXPERIENCE • 1 to 5 years
KNOWLEDGE • Computer literacy, email etiquette, Excellent Business English/French
• Strong customer centric culture
SKILLS & • Excellent people management
COMPETENCIES • Outstanding communication and networking abilities 32
• Highly result oriented

33. Senior
BPO BPO BPO BPO BPO Team Accounts Operations
Associate Associate Supervisor Coach Lead Manager Manager
>15 FTEs >15 FTEs >45 FTEs >75 FTEs >225 FTEs
FTEs : FULL TIME EMPLOYEES
33

34. DESIGNATION • Trainee IT Developer/Analyst
GRADE/LEVEL • Level 1
REPORTS TO • IT Team Lead/ IT Software engineer/IT project Manager
POSITIONS REPORTING • Not Applicable
DIRECTLY TO THIS POSITION
PRIMARY PURPOSE • Systems analysis, applications development and support of the application
• Reviews and analyzes system specifications
• Analyzes and defines documents requirements for data, workflow, logical
processes, hardware and operating system.
• Interfaces with other systems, internal and external checks and controls, and
outputs.
• Writes and maintains documentation to describe program development, logic,
ESSENTIAL DUTIES coding, testing, changes, and corrections.
• Monitors performance of programs after implementation.
• Uses programming languages to code computer instructions from the systems
documentation.
• Develops software based on the description of business logic.
• Assists in the overall analysis and design of IT systems
• End User Support
ACADEMIC
• Degree in IT with the relevant programming languages
QUALIFICATIONS
EXPERIENCE • 0 – 1 year
KNOWLEDGE • Embedded knowledge in software development
SKILLS AND COMPETENCIES • Customer oriented, Analytical skills, Team Player, time management 34

35. DESIGNATION • IT Developer/Analyst
GRADE/LEVEL • Level 1
REPORTS TO • IT Team Lead/ IT Software engineer/IT project Manager
POSITIONS REPORTING
• Not Applicable
DIRECTLY TO THIS POSITION
PRIMARY PURPOSE • Systems analysis, applications development and support.
• Reviews and analyzes system specifications
• Analyzes and defines documents requirements for data, workflow, logical
processes, hardware and operating system.
• Interfaces with other systems, internal and external checks and controls, and
outputs.
• Writes and maintains documentation to describe program development, logic,
ESSENTIAL DUTIES coding, testing, changes, and corrections.
• Monitors performance of programs after implementation.
• Uses programming languages to code computer instructions from the systems
documentation.
• Develops software based on the description of business logic.
• Assists in the overall analysis and design of IT systems
• End User Support
ACADEMIC
• Degree in IT with the relevant programming languages
QUALIFICATIONS
EXPERIENCE • 1-3 years
KNOWLEDGE • Embedded knowledge in software development
• Customer acumen, Good Analytical skills, Team Player, Good time
SKILLS AND COMPETENCIES
management, resilience 35

36. DESIGNATION • IT Quality Tester
GRADE/LEVEL • Level 1/2
REPORTS TO • IT Software Engineer/ IT Project Manager
POSITIONS REPORTING
• IT Analyst /Developer
DIRECTLY TO THIS POSITION
• Undertake Quality Assurance of software developed through timely and efficient
PRIMARY PURPOSE
testing
• Ensure software specifications are met through quality testing.
• Actively participate in project and team meetings interacting and collaborating
with team members.
• Contribute to the timely delivery and quality of various work artifacts.
• Develop and validate test processes and procedures.
ESSENTIAL DUTIES
• Identify, build and implement test tools, test environments, test data/databases
needed for testing
• Ensure that software releases are up to Quality Standard defined during the
product development
• Monitor and update bug reports as needed including bug report closure.
ACADEMIC
• Degree in IT with the relevant programming languages
QUALIFICATIONS
EXPERIENCE • At least 2/3 years experience as Developer/Analyst
KNOWLEDGE • Embedded knowledge in software development and software quality testing
• Customer acumen
• Good Analytical skills
SKILLS AND COMPETENCIES • Team Player
• Good time management, resilience
• Excellent communication skills 36

37. DESIGNATION • IT Software Engineer
GRADE/LEVEL • Level 2
REPORTS TO • IT Project Manager
POSITIONS REPORTING
• IT Analyst /Developer
DIRECTLY TO THIS POSITION
• Responsible for the delivery of QA and Testing in a timely and efficient manner
PRIMARY PURPOSE
through project documentation, extensive manual, and/or automated testing.
• Build, support, maintain, upgrade, improves and debug applications as per client
specifications.
• Code, test and troubleshoot client programs
• Maintain client software documentation.
ESSENTIAL DUTIES
• Analyze performance of client software and take corrective action as and where
necessary.
• Ensures smooth running of built software, communicate regularly with client on
progress and sign off after the built operate transfer exercise
ACADEMIC
• Degree in IT with the relevant programming languages
QUALIFICATIONS
EXPERIENCE • A minimum of 3 years experience
KNOWLEDGE • Embedded knowledge in software development and software quality testing
• Customer acumen
• Good Analytical skills
SKILLS AND COMPETENCIES • Team Player
• Good time management, resilience
• Excellent communication skills 37

38. DESIGNATION • IT Project Manager
GRADE/LEVEL • Level 3
REPORTS TO • IT Unit Manager
POSITIONS REPORTING
• IT Software Engineers
DIRECTLY TO THIS POSITION
• Responsible for planning, implementation/ conduct of IT projects for optimum
PRIMARY PURPOSE
and consistent results as per specifications
• Works closely with the client and his team to achieve targets
• Reports to the Client on regular basis of the progress of the development
• Identifies development gaps and collaborates with the client for solutions
• Responsible for management, quality, performance, cost and time of projects
• Manage, plan, assign and monitor IT projects to Software Engineers team(s)
ESSENTIAL DUTIES
• Ensures end user documentation
• Definition, analysis and design of specifications to ensure compliance
• Choice of technology / architecture and design of the IT framework
• Responsible for delivery of IT projects
• Work with operations staff to design, plan, implement, and validate solutions
• Degree in IT + relevant programming languages / Post Graduate is a definite
ACADEMIC QUALIFICATIONS
advantage
EXPERIENCE • A minimum of 3 years’ experience as team leader
KNOWLEDGE • Project Management/ Robust technical knowledge/ Rigor and discipline
• Strong customer centric culture
• Excellent people management
SKILLS AND COMPETENCIES
• Outstanding communication and networking abilities 38
• Highly result oriented

39. DESIGNATION • IT Technician
• Performs Repairs /Configuration/Set up for the following items:
• Personal Computers
• Notebooks
ESSENTIAL DUTIES • Printers
• Monitors
• Computer Accessories
• Minimum of School Certificate or Higher
ACADEMIC QUALIFICATIONS • Comptia A+ Hardware and Software
• Network +
EXPERIENCE • 2 – 3 years post qualification working experience
39

40. DESIGNATION • Systems Engineer
• Configure and Administer medium to large size computer systems comprising :
• Servers
• Storage devices
ESSENTIAL DUTIES
• Routers/Switches
• Security Devices
• Degree in IT – More Computer science/Engineering oriented
ACADEMIC QUALIFICATIONS • Microsoft MCITP Server Admin
• CCNA or equivalent Networking Certification
EXPERIENCE • 3 years post qualification experience
40

41. • Application Engineer:
• Developers
DESIGNATION
• Business Consultants
• Data Base Administrators (DBA)
• Application development/administration on different platforms such as Java,
ESSENTIAL DUTIES Microsoft, Oracle, Web/Portal
• For Developers and DBAs:
• Degree in IT with Business Applications and Degrees with an orientation on
Relational Database Management System (Oracle, MS SQL)
ACADEMIC QUALIFICATIONS • For Business Consultants (BC):
• Degree in IT with a diploma in Accounting or An Accountant with good
understanding of IT
• Developers and DBAs – 2 years experience
EXPERIENCE • Business Consultants – 5 years
41

42. 42

43. 43

44. 44

45. 45

46. ICT-BPO Industry in Mauritius
(Source: BOI/CSO)

47. BUILDING A CAREER IN THE ICT - BPO INDUSTRY
About 25,000 professionals will be
needed by 2015 !!!