This document discusses factors that determine the need for business process outsourcing (BPO) and knowledge process outsourcing (KPO). BPO involves contracting out business functions like back office work, while KPO refers to outsourcing information-related work requiring advanced skills. The top 8 factors driving outsourcing needs are cost savings, reduced overhead, operational control, staffing flexibility, risk management, transformation, innovation, and ability to focus on core activities. India has become a global leader in BPO services due to its large, skilled workforce and investments in infrastructure that support the industry.

1. FACTORS THAT DETERMINE THE NEED FOR A CALL
CENTERBPO/KPO- AN OVERVIEW

2. INTRODUCTION - 'OUTSOURCING'
 A practice used by different companies to reduce costs by
transferring portions of work to outside suppliers rather than
completing it internally.
 Outsourcing is an effective cost-saving strategy when used
properly. It is sometimes more affordable to purchase a good
from companies with comparative advantages than it is to
produce the good internally.
 Example: Manufacturing company outsourcing would be Dell
buying some of its computer components from another
manufacturer in order to save on production costs.

3. BPO- Business Process Outsourcing
Business process outsourcing (BPO) is a subset of outsourcing that
involves the contracting of the operations and responsibilities of specific
business functions (or processes) to a third-party service provider.
BPO is typically categorized into back office outsourcing, which includes
internal business functions such as human resources or finance and
accounting, and front office outsourcing, which includes customer-related
services such as contact center services.

4. EVOLUTION OF A BPO

5. KPO- Knowledge Process Outsourcing
Knowledge process outsourcing (KPO) describes the outsourcing of core
information-related business activities which are competitively important or
form an integral part of a company's value chain. KPO requires advanced
analytical and technical skills as well as a high degree of specialist expertise.
KPO services include all kinds of research and information gathering, e.g.
intellectual property research for patent applications; equity research,
business and market research, legal and medical services; training,
consultancy, and research and development in fields such as pharmaceuticals
and biotechnology; and animation and design.

6. TOP 8 FACTORS DETERMINING THE NEED FOR
OUTSOURCING(BPO/KPO)
 Cost Savings & Efficiency
 Reduced Overhead
 Operational Control
 Staffing Flexibility
 Continuity & Risk Management
 Transformation
 Innovation
 Ability to focus on Core Activity

7. BPO REVENUE IN INDIA

8. OTHER FACTORS -
Lack of in house experience
Improved Compliance
Access a wider choice of service providers
Enhanced Accuracy & Ensuring better
quality
Technological Advances

9. GLOBAL BPO MARKETBY INDUSTRY

10. CAUSES OF BPO’S IN INDIA
 India is a world leader in BPO services: Multi-million dollar
investments, a growing share of the global business and
increasing revenues. In 2013, when most industries contracted,
export services from the Indian BPO Industry.
 It is a well-established industry that provides direct employment
to around 1 million.
 BPO provides the right skills, opportunities and global exposure
for long-term career growth. Companies provide in-house
learning and development programs, mentoring and opportunities
to pursue higher education while working.

11. IMPACT ON INDIA'S GROWTH

12. WHY BPO IS THE CAREER OF THE FUTURE?
 Fast growing industry globally and in India
 An industry that offers ample opportunities for career
growth
 Intensive training leads to all-round development
 Opportunities to specialise in domain/industry add an edge
to your profile
 World-class infrastructure creates conducive long-term
working environment

13. THANK YOU