1. Soft Skills For The BPO Sector
By: Shalini Verma
Presented By:
Abhishek Varma

2. 6
Challenges
5
Outsourcing to India
4
Skill Sets For BPO’s
3
Types of BPO
2
What is Outsourcing
1
What Is BPO?

3. What is BPO
Business Process Outsourcing 1
Employing/Hiring 3rd Party to perform specialized jobs 2
Use of technology for efficient output with more cost effectiveness 3
Outsourced processes are mostly IT intensive business processes 4
BPO manages and administers the process on scale of measurable
performance
5
Fastest growing and most profitable wings of IT Enablesd Services (ITeS) 6

4. Factor Cost Advantage
Economy Of Scale
Business Risk Mitigation
Wonder Factors
Superior Competency
Utilization Improvement

5. What is Outsourcing?
Outsourcing is contracting with another company or person to 2000’s
do a particular function ITeS
1990
Alliance /
Tie-Up’s
1980
Entire IT
Operations
1970
Parts of IT
Operations
1960
Typically, the function being outsourced is
Time Sharing
considered non-core to the business

6. Why is Outsourcing Gaining Acceptance World Over
• Reducing Overheads
• Improving Efficiency
• Minimizing Capital Expenditure
• Tapping skilled workforce in other countries
• Offloading non-core operations
• Reducing the IT management burden and at the same time
retaining control over strategic decision making
• Saving on R&D and training Human Resource
• Establishing strategic relationship with world class service
providers
• Getting world class services at very competitive price
• Providing quality service to the end customers
• Ensuring satisfaction to end customers

7. Types Of BPOs

8. STRUCTURE
BPOs
Captive BPOs 3rd Party BPOs JV BPOs

9. SERVICES
BPOs
Back-Office Front-Office
Outsourcing Outsourcing

10. WHY ARE COMPANIES INCRESINGLY
OUTSOURCING TO INDIA?

11. 1 Skilled Manpower
2 Technological Advancement
3 Government Policies
4 Infrastructure
5 Language Proficiency
6 Soft-Skills Savy
7 Time Zones

12. Availability of suitable manpower is one important factor which
1 made India one of the hotspot for outsourcing
2 Technological Advancement
3 Government Policies
4 Infrastructure
5 Language Proficiency
6 Soft-Skills Savy
7 Time Zones

13. 1 Skilled Manpower
2 India emerged as a hotbed of technological advancement and
home to one of the largest technically trained workforce
3 Government Policies
4 Infrastructure
5 Language Proficiency
6 Soft-Skills Savy
7 Time Zones

14. 1 Skilled Manpower
2 Technological Advancement
Promotion of IT as one of the top 5 priorities of
3 the country
4 Infrastructure
5 Language Proficiency
6 Soft-Skills Savy
7 Time Zones

15. 1 Skilled Manpower
2 Technological Advancement
3 Government Policies
Improvement in infrastructure is another important factor that
4 has contributed to success of BPO/ITeS sector in India
5 Language Proficiency
6 Soft-Skills Savy
7 Time Zones

16. 1 Skilled Manpower
2 Technological Advancement
3 Government Policies
4 Infrastructure
Vast pool of skilled manpower and its proficiency in
5 English Language
6 Soft-Skills Savy
7 Time Zones

17. 1 Skilled Manpower
2 Technological Advancement
3 Government Policies
4 Infrastructure
5 Language Proficiency
India ranks high in soft skills like learnability, flexibility,
6 quality of work, linguistic capabilities & ethics
7 Time Zones

18. 1 Skilled Manpower
2 Technological Advancement
3 Government Policies
4 Infrastructure
5 Language Proficiency
6 Soft-Skills Savy
India time zone helps in reducing turnaround time
7 by leveraging time zone differences

19. SWOT
Strength Weakness
• Highly skilled, English speaking manpower • Attrition
• Abundant Manpower • Cost of Telecom and Infrastructure
• Cheaper workforce • Political opposition from developed
• Dedicated workforce countries
• Round the clock advantage • Cultural Difference
Oppurtunities Threats
• Work closely with Nasscom • Anti-Outsourcing legislation in US
• Work closely with western Govt • Other emerging ITeS destinations
• Increasing awareness of outsourcing • Political instability
• Increasing technology automation

20. CHALLENGES
BPO has been a Working Hours
very popular field
of employment in Lopsided working
recent years. hours in India.
Some of the
flipsides of BPO

21. CHALLENGES
BPO has been a Stress
very popular field
of employment in High-stress
working hours
recent years. and culture
Some of the
flipsides of BPO

22. CHALLENGES
BPO has been a Attrition
very popular field
of employment in Exteremely high
recent years. attrition rates.
Some of the
flipsides of BPO

23. CHALLENGES
BPO has been a Politics
very popular field
of employment in Anti-Outsourcing
movements in US
recent years.
and UK.
Some of the
flipsides of BPO

24. CHALLENGES
BPO has been a Economy
very popular field
of employment in Global economic
slowdown,
recent years. currency dynamics
Some of the
flipsides of BPO

25. CHALLENGES
BPO has been a Meeting Deadlines,
very popular field dealing with the
customers and
of employment in
maintaining work-
recent years. life balance.
Some of the
flipsides of BPO

26. CHALLENGES
BPO has been a Motivating
very popular field Employees,
absenteesim, client
of employment in
demands,
recent years. competition and
Some of the costs.
flipsides of BPO

27. BUILDING A
CAREER IN THE
BPO INDUSTRY

28.  24/7 Operations
 Young, smart and talented workforce
 World-class, state-of-the-art facilities
 World-Class training to learn new skills, new knowledge and
enable high performance
 Building global career – much faster than most other
industries

29.  Impact on health and social life
 Workplace harassment
 Night work and security
 Dealing with diverse and irate customers