BPO - A Useful report

A Useful Report

BPO [Business process outsourcing]Business Process Outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in the marketplace. BPO is often divided into two categories: back office outsourcing, which includes internal business functions such as billing or purchasing, and front office outsourcing, which includes customer-related services such as marketing or tech support.BPO that is contracted outside a company's own country is sometimes called offshore outsourcing. BPO that is contracted to a company's neighboring country is sometimes called nearshore outsourcing, and BPO that is contracted within the company's own country is sometimes called onshore outsourcing.The most common examples of BPO are call centers, human resources, accounting and payroll outsourcing.Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer. BPO includes the software, the process management, and the people to operate the service, while a typical ASP model includes only the provision of access to functionalities and features provided or 'served up' through the use of software, usually via web browser to the customer. BPO 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. Knowledge Process Outsourcing, or Legal Process Outsourcing are some of the sub sets of Business Process Outsourcing.Industry SizeIndia has revenues of 6.4 billion USD[2] from offshore BPO and 36 billion USD from IT and total BPO. India thus has some 5-6 % share of the total BPO Industry, but a commanding 63% share of the offshore component. This 63% is a drop from the 70% offshore share that India enjoyed last year, despite the industry growing 38% in India last year, other locations like South Africa, Philippines and Eastern Europe have emerged to take a share of the market. China too is trying to grow from a very small base in this industry, though the industry is expected to continue to grow in India. Its market share of the offshore piece is expected to reduce.
Business process outsourcing (BPO) is a broad term referring to outsourcing in all fields. A BPO differentiates itself by either putting in new technology or applying existing technology in a new way to improve a process.
Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria. Business Process Outsourcing (BPO) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry.
Few of the motivation factors as to why BPO is gaining ground are:
Factor Cost Advantage
Economy of Scale
Business Risk Mitigation
Superior Competency
Utilization Improvement
Generally outsourcing can be defined as - An organization entering into a contract with another organization to operate and manage one or more of its business processes.
Different Types of Services Being Offered By BPO's
Customer Support Services
Our customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis.
Service Example: Customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc.

Technical Support Services
Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support.
Service Example: Customers calling to resolve a problem with their home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware.

Telemarketing Services
Our telesales and telemarketing outsourcing services target interaction with potential customers for 'prospecting' like either for generating interest in products and services, or to up-sell / promte and cross sell to an existing customer base or to complete the sales process online.
Service Example: Outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit or debit cards etc.

Employee IT Help-desk Services
Our employee IT help-desk services provide technical problem resolution and support for corporate employees.
Service Example: of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, connectivity etc., office productivity tools support including browsers and mail, new service requests, IT operational issues, product usage queries, routing specific requests to designated contacts and remote diagnostics etc.

Insurance Processing
Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing.
Service Example:
New Business / Promotion:Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk assessment, Policy issuance etc.
Policy Maintenance / Management:
Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification, Surrender Audits Accounts Receivable, Accounting, Claim Overpayment, Customer care service via voice/email etc.

Data Entry Services / Data Processing Services
Service Example:
Data entry from Paper/Books with highest accuracy and fast turn around time (TAT)
Data entry from Image file in any format
Business Transaction Data entry like sales / purchase / payroll.
Data entry of E-Books / Electronic Books
Data Entry : Yellow Pages / White Pages Keying
Data Entry and compilation from Web site
Data Capture / Collection
Business Card Data Entry into any Format
Data Entry from hardcopy/Printed Material into text or required format
Data Entry into Software Program and application
Receipt and Bill Data Entry
Catalog Data Entry.
Data Entry for Mailing List/Mailing Label.
Manuscripting typing in to word
Taped Transcription in to word.
Copy, Paste, Editing, Sorting, Indexing Data into required format etc.
Data Conversion Services
Service Example:
Conversion of data across various databases on different platforms
Data Conversion via Input / Output for various media.
Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement.
Conversion from Page maker to PDF format.
Conversion from Ms-Word to HTML format
Conversion from Text to Word Perfect.
Conversion from Text to Word to HTML and Acrobat
Convert Raw Data into required MS Office formats.
Text to PDF and PDF to Word / Text / Doc
Data Compilation in PDF from Several Sources.
E-Book Conversion etc.

Scanning, OCR with Editing & Indexing Services
Service Example:
High speed Image-Scanning and Data capture services
High speed large volume scanning
OCR Data From Scanned page / image
Scan & OCR paper Book in to CD.
ADOBE PDF Conversion Services.
Conversion from paper or e-file to various formats
Book Keeping and Accounting Services
Service Example:
General Ledger
Accounts Receivables and Accounts Payable
Financial Statements
Bank Reconciliation
Assets / Equipment Ledgers etc.

Form Processing Services:
Service Example:
Insurance claim form
Medical Form / Medical billing
Online Form Processing
Payrol Processing etc.

Internet / Online / Web Research
Service Example:
Internet Search, Product Research, Market Research, Survey, Analysis.
Web and Mailing list research etc.

Challenges for a HR Professional in BPO
Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent.

Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed.

Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course.

Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original?

Lack of focused training and certifications
Given this background, the recruiting and compensation challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important sub-process, requiring constant re-engineering.
Business Process Outsourcing: The Top Rankers
WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below.
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies
Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident. It is applicable to all the employees of JFWTC and covers total / partial disablement / death due to accident and due to accidents.
Subsidized Food and Transportation: The organizations provides transportation facility to all the employees from home till office at subsidized rates. The lunch provided is also subsidized.
Company Leased Accommodation: Some of the companies provides shared accommodation for all the out station employees, in fact some of the BPO companies also undertakes to pay electricity/ water bills as well as the Society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance.
Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.
Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.
Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.
Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.
Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the employees of the organization. The Salary consists of Basic, DA and Conveyance Allowance. The Flexible Benefit Plan consists of: House Rent Allowance, Leave Travel Assistance, Medical Reimbursement, Special Allowance
Regular Get together and other cultural programs: The companies organizes cultural program as and when possible but most of the times, once in a quarter, in which all the employees are given an opportunity to display their talents in dramatics, singing, acting, dancing etc. Apart from that the organizations also conduct various sports programs such as Cricket, football, etc and regularly play matches with the teams of other organizations and colleges.
Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/- based on their level in the organization.
Employee Referral Scheme: In several companies employee referral scheme is implemented to encourage employees to refer friends and relatives for employment in the organization.
Paid Days Off
Maternity Leave
Employee Stock Option Plan
Inspite of all these benefits, the attrition rate in BPO industry is very high, why?. What is the reason for an employee to leave? These and many more are the questions that need immediate attention from the industrial gurus.
Why people prefer to join BPO's?
In general a person with any graduation can join any of the BPO. Some BPO's like to take people with MBA but then again the specialization are of an individual hardly makes any difference. Again, this is the industry, where there is no reference checks and very often people don't even specify there exact age. Lets me share with you some of the reasons as why people prefer to join a 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
Why people leave the BPO's?
When there are so many benefits associated with BPO industry….when there are so many privileges for the BPO employees than what makes them to change the company/industry? ? Is it only MONEY that matters or anything else as well?? Here are some of the reasons for a BPO professional to change his/her job.
No growth opportunity/ lack of promotion
For higher Salary
For Higher education
Misguidance by the company
Policies and procedures are not conducive
No personal life
Physical strains
Uneasy relationship with peers or managers
What they have to say?
With so much of uncertainty in the market…..people are trying their best to stop or to at least have a control on the attrition rate…let me share with you the opinion of the real gurus of the industry.
"Training is a very important aspect of the ITES-BPO industry"- Mr. Arjun Vaznaik, COO, Tracmail
" Career growth in the industry is robust and there is a long-term opportunity. The great growth momentum that the industry is witnessing is creating both vertical and lateral career opportunities. There also exists enough growth opportunities in the middle-management and supervisory level within the industry". - Aadesh Goyal, Executive Vice President & GM, Hughes BPO Services
"It will not be possible for the industry to arrive at a blanket agreement on poaching but bilateral agreements between companies are being signed. Basic norms are being put in place and code of ethics is being stressed upon by industry players within the sector with respect to HR practices. We are encouraging companies to adopt responsible behavior in order to ensure that the industry does not become a victim of its own actions. Industry needs to go aggressive but not cannibalistic. " - Mr. Suren Singh Rasaily, Senior Vice President, NIIT Ltd. and Head Plantworkz,
Conclusion:
This is a descriptive report on BPO industry. I have tried to cover almost everything related to the industry. I like to have your opinion about the same. Even at the end of this comprehensive report, my concerns are related to development of employees in BPO, controlling attrition rate in BPO, can we have some standard industrial compensation package/ break-ups?
Fraud
One of the hot topics on our mailing list is fraudulent contracts. If you take a close look at any of these frauds you will infer that it is no different from any other scam.
There is no free lunch. We all have to work hard to earn money. If a consultant tells you that you can earn big bucks by investing a small amount, forget it.
Don't get fooled by the half page/one page franchisee advertisements
Examine the credentials of the consultant. Majority of them have free email ids. Not a good sign.
Never give upfront money. If the consultant is so confident about the business, let him charge you a higher commission.
Take a copy of his passport if necessary and mention the passport number in the agreement you sign. They will think twice before cheating you.
Afix photographs of both parties on the agreement.
A consultant may approach you with contracts. He will tell you that the prospective client expects certain parameters to be met in a call centre before the client can outsource work. Guess what, this consultant will offer you to train your staff. Watch out!
How to avoid getting cheated? Simple, use common sense.
Please note, there are good and sincere consultants but they are hard to find.
Also see:
List of fraud brokers (See July 5, 2005 entry)

Rude Transport Operators
Transport providers for BPO/IT companies are raking in big bucks in view of the good economy. However in view of tight deadlines they cause major mayhem on roads [this is the case in Bangalore]. Few BPO companies advertise the phone number and email address at which you can lodge a complaint. But we think it is an eyewash. Blue Chip companies don't do anything when you lodge a complaint about rash driving. They just "wash" their hands off by saying "we don't own the vehicle". Unfortunately all their care is about the "valuation" of the company and ignore genuine complaints when innocent people are harrassed by the rude transporters.
Please send details of such incidents and we will publicize it on BPOIndia.org
SRS Travels, Bangalore - On July 4, 2006 their Bus hit a stationary car. The driver accepted the mistake and the SRS officials requested the victim not to lodge a complaint as they would pay for the damages. Within 24 hours SRS changed its stand. They told the victim to do whatever he wanted and they would not pay him anything. The IT company which was renting this vehicle hasn't done much to teach this operator a lesson. SRS apparantely has a "corporate policy" of paying Rs 500-1000 to the victim irrespective of the damage.
An employee of HP [Hosur Road Bangalore] hit a pedestrian. The employee was rude and irresponsible in the way he handled the victim. The victim complained to HP about how their employees are behaving in public. HP doesn't care.
____________ _________ _________ _________ _________ _________ _________ _________ _______
knowledgebaseWe attempt here to share some knowledge which could be useful to the BPO community. We will list questions even if we don't have answers for them. Hopefully, one of you will respond to those queries. Please do feel free to correct/improve the knowledgeBase.
What are the pros & cons of outsourcing?

Third Party Service Providers (TPSPs)
Usually TPSP already has expertise and experience with other clients in similar business lines.
Very competitive pricing / flexibility to assess various TPSPs
No infrastructural / capital investment.
Payback period very less (usually between 6 months to a year).
Flexibility to source multiple TPSPs.
Flexibility to scale up and down business relationship.
Can exit from one relationship and move to another .
Retains decision-making, therefore relationship with TPSP is clear (fee-based, quality-based) ; no staff backlash.
As TPSP works towards a profit there is more business commitment.
Customised solutions ensure data security and safety.
Captive centres
Build expertise from scratch by redeploying resources. Latter option more expensive.
Unit costs higher.
High capital investment.
Payback usually between 3 and 5 years.
Committed to bringing in economies of scale, hence the need to establish a sufficiently large centre.
Committed resources reduces such flexibility, else training costs could shoot through the roof.
No exit possible without incurring high costs.
May or may not retain decision-making. Possibility of backlash from senior management personnel.
Captive units are usually cost centres.
Long-term strategy looks for establishing centres to first move work as-is, and save costs first.
Source: neoIT
What are the pros & cons of outsourcing to third party vendors?

Advantages
Focus on core business issues.
Benefit from best-of-breed solutions.
Better quality at lower costs.
Better process maturity, resource flexibility and economies of scale.
Flexibility in deploying new technology.
Quick wins with outsourcing.
Disadvantages
Burden of excess capacity or challenge of insufficient capacity is done away with.
High unit personnel cost.
Tight business margins.
Not enough financial muscle to sustain very tight payback periods.
Source: neoIT
What are the pros & cons of outsourcing to a captive centre?

Advantages
Securing data is less complicated.
Capture margins that would otherwise go a TPSP.
Decision making authority contained within the organisation.
Tighter management control.
Disadvantages
Expensive specialist skill in host countries.
Compliance and legal restrictions.
Unavailability of skilled manpower due to market stagnation.
Requires considerable effort in terms of management's time and attention to establish
Source: neoIT
Which are the important IT/ITeS cities in India?

IT Landscape of key Indian cities
City
Focus
Prominent firms
Employees
Delhi(includes Gurgaon and Noida)
Call centres, transaction processing, chip design, software
GE, American Express, STMicroelectronics, Wipro Spectramind, Convergys, Daksh, ExL
73,000
Mumbai
Financial research, back office, software
TCS, MphasiS, i-flex, Morgan Stanley, Citigroup
62,050
Bangalore
Chip design, software, boi-informatics, call centres, IT consulting, tax processing
Infosys, Wipro, Intel, IBM, SAP, SAS, Dell, Tisco, TI, Motorola, HP, Oracle, Yaho, AOL, E & Y, Accenture
109,500
Hyderabad
Software, back office, product design
HSBC, Satyam, Microsoft
36,500
Chennai
Software, transaction processing, animation
Cognizant, World Bank, Standard Chartered, Polaris, EDS, Pentamedia
51,100
Kolkata
Consulting, software
PwC, IBM, ITC Infotech, TCS
7,300
Pune
Call centres, chip design, embedded software
MsourcE, C-DAC, Persistent Systems, Zensar
7,300
How many jobs from US are moving offshore?

Sl.No
Number of U.S. Jobs Moving Offshore

Job Category
2000
2005
2010
2015
1
Management
0
37,477
117,835
88,281
2
Business
10,787
61,252
161,722
48,028
3
Computer
27,171
108,991
276,954
72,632
4
Architecture
3,498
32,302
83,237
84,347
5
Life Sciences
0
3,677
14,478
36,770
6
Legal
1,793
14,220
34,673
74,642
7
Art, Design
818
5,576
13,846
29,639
8
Sales
4,619
29,064
97,321
26,564
9
Office
53,987
295,034
791,034
1,659,310

Total
102,674
587,592
1,591,101
3,320,213
Source: U.S Department of Labour and Forrester Research, Inc.
Hot Cities / States that are likely to create new Jobs in 2005
Bangalore, Chennai, Hyderabad, Pondicherry, Madurai in the South Delhi NCR and smaller towns like Indore, Jaipur in the North Pune, Mumbai.
Segment wise break-up of the new Jobs in 2005
IT & IT Services - An estimated 70,000 new Jobs expected in 2005. Plus there will be additional hiring to replace industry attrition that is around 25%
BPO and Outsourcing services - Around 1,25,000 new Jobs expected in 2005.
Retailing and Lifestyle - It will create close to 25,000 Jobs directly and more than twice the number indirectly.
Biotechnology - It is expected to create around 5,000 - 7,000 highly skilled jobs.
In a accounting/book keeping type of BPO work, what is the best way of receiving data for processing?
Majority of clients use QuickBooks. Few clients prefer to host the database server within their premises. In such cases both the client and the BPO provider need to have good amount bandwidth [Client: 512K, vendor: dedicated 64k]

What is the average age of debtors outstanding?
90 days

What would the cost savings for US companies typically be, if they operated in India?
Datamonitor, a leading UK-based business information company, research indicates that 67-72% of costs to call centers operating in the US/UK is directly linked to man power costs. India, on the other hand spends only 33-40% of costs on man power. This includes training, benefits and other incentives for labor.

What are the current salaries in the BPO world in India?
Customer Care Representatives [CSRs]: Rs 8,000 - Rs 15,000 per month
Team Leaders: Rs 17,000 - Rs 26,000 per month
Managers: Rs 3 lacs - Rs 5.5 lacs per annum
Training Heads: Rs 8 lacs - Rs 12 lacs per annum
Training Managers: Rs 5 lacs - Rs 8 lacs per annum
Trainers: Rs 2 lacs - Rs 5 lacs per annum
Specialized ITeS professionals who posses MBA, BE, B.Tech, C.A. [CPA] and other expert qualifications or experience may be paid higher salaries depending upon the expertise required for the desired work profile and their level of experience. Frankly, this doesn't apply to just BPO field but to all fields.
Besides the salary employees are paid incentives depending upon attendance regualrity, achievement of targets. Don't be surprised if the incentive exceeds the salary!
Note: Rs 1 lac = Rs 100,000This was last modified on June 21, 2004. We observed that only the CSR and Team Leader salaries are changing.

What is the cost of accent training?
The training costs for an employee in a call centre are quite prohibitive, ranging from Rs 25,000 to Rs 50,000 for 2-5 months session. For large size call centres that have high attrition it makes sense to have an inhouse trainer [but what if the trainer itself leaves ;-) ?]. We strongly feel neutral accent will become more popular than American/British accent. However, the need for American/British culture training will always be there.

How many BPO firms in India have reported a security breach?
83 per cent of Indian businesses had reported a security breach (against the global 64 per cent) and 42 per cent of these had three or more breaches. (as of Sept 2004)

What is the job growth in the BPO sector when compared to other sectors?

Industry
New Employees
Period
Telecom
10,000
January-December 2002
IT Enabled Services
50,000
April 2002 - March 2003
Software Services
30,000
April 2002 - March 2003
Retailing/Franchisi ng
35,000
April 2002 - March 2003

What skills are required to work in each of the verticals?

SEGMENTS
SKILLS
Call center
Good communication and language skills, accent understanding team leadership, basic computing skills
Remote customer interaction
Language and accent understanding
Date search, Integration
Computing, language and analytical skills
Human Resource Services
Country specific HR policies, rules and regulations
Remote education
Subject knowledge, computing and language skills
Engineering and design
Technical and engineering design and computing skills
Translation, medical transcription and Localisation
Language understanding, basic computing (word processing knowledge) and understanding of various medical terminologies
Animation
Drawing and creative skills, computer graphic skills
Finance and accounting
International/ country specific accounting rules
Market Research
Understanding statistical sales and marketing concepts
Network Consultancy and management
Understanding different network configurations and support equipment, technical/ computing skills

Please list all those fancy numbers, including projections!
McKinsey & Co. predicts global market for IT-enabled services to be over $140 billion by 2008.
These $142 Billion can be broken up and shown as below:
Customer Interaction Services
33.0
Finance & Accounting Services
15.0
Translation, Transcription & Localization
2.0
Engineering & Design
1.2
HR Services
5.0
Data Search, Integration & Management
44.0
Remote Education
18.0
Networking Consulting & Management
15.0
Website Services
5.0
Market Research
3.0
Total
141.2
Source: NASSCOM McKinsey Study - India IT Strategies
In that the opportunity for India will be $ 17 Billion.
Indian ITeS industry employed more than 100,000 people in 2001-2002. This industry clocked approximately 70% growth last year is expected to grow similarly in 2002-2003.
Global Market size estimates of BPO
$712 billion in 2001
Gartner/Dataquest: $ 544 billion in 2004
Gartner: $173 billion in 2007, of which $24.23 billion would be outsourced to offshore contractors
IDC: $300 billion in 2004
IDC: $1.2 trillion in 2006
Does outsourcing really help a company?
A Bloomberg report noted how Atlanta-based Delta Airlines created 1,000 call-center jobs in India in 2003. he Indian operations saved Delta $25m in 2003, enabling the U.S. air carrier to add 1,200 positions for reservations and sales agents at home. But no Delta employees lost their job as a result of outsourcing.
In August 2003, McKinsey & Company estimated that every dollar of U.S. labor costs assigned overseas will generate $1.12-$1.14 in additional value for the American economy by making goods and services cheaper and companies more competitive.
Well, just give me the Indian Market size estimates
Indian Market size estimates of BPO
Nasscom has estimated that the Indian ITES industry will gross over $5.7 billion by 2005 (based on a conservative year-on-year growth of 65 percent by Nasscom).
Nasscom-McKinsey: In 1999 they estimated by 2008 it will be $17 billion but it has been revised to $21-24 billion by 2008. Indian can capture 25% of global BPO offshore market and 12% of the market for other services such as animation, content development and design services.
Gartner: $1 billion (2002), $1.2 billion (2003). $13.8 billion by 2007. Gartner does not incorporate animation, medical or other (legal) transcription services, GIS, market research, data search, research and development, network consultancy and other non-business processes in its estimates on the ITES market size and potential.

Revenue \ Year
2002
2003
2004
2005
2006
2007
CAGR
Offshore BPO Revenue
1,322
1,825
3,017
6,439
12,563
24,230
78.91
Indian BPO Revenue
912
1,205
1,961
3,928
7,412
13,811
69.35
Total BPO Market
110,167
121,687
131,171
143,090
157,033
173,070
9.45
CAGR in % 2002-07
Figures in $ million
Source: Gartner Dataquest (May 2003)
With the growing demand in the ITes-BPO sector, what is the future of the market going to be?
The U.S is expected to be the largest source market for the ITes accounting for nearly 60% of the market. The share of the offshore component is expected to increase to 23% of the total spending by 2007. Europe is expected to be the second largest market for the ITes sector, accounting for 22% of total spending which is expected to reach Euro 129 billion by 2008. U.K and Ireland being the main markets for BPO in Europe are likely to account for about 45% of the European market followed by countries like Germany, Switzerland and Austria with a 20% share. The fastest growth expected within the European market is in the U.K and Ireland with a CAGR of 14%. However the maximum growth is expected n the Asia-Pacific region, with ITes-BPO spending to grow at 14.7% for the next two years.
Which are the main revenue areas for Indian BPO companies?

India's BPO Market in 2008
Service Line
First Estimate (1999)
Second Estimate (2001)
HR
5.4
3.5-4.0
Customer Care
4.1
8.0-8.5
Payment Services
2.9
3.0-3.5
Content Development
2.6
2.5-3.0
Administration
1.3
1.5-2.0
Finance
0.7
2.5-3.0
Figures in $ billion
Do you have the HR BPO projections for 2004?

HR BPO Projection 2004
HR outsourcing forecasts by process in Asia Pacific (In $ million)
Payroll services
761.20
Benefits administration
535.65
Education and training
555.99
Recruiting and staffing
347.98
Personnel administration
167.16
Other HR functions
191.97
Total
2,560.00
Source: Gartner
Fantastic, does it mean I should dump all IT stocks and buy ITES stocks?
Hmm...not exactly. IT Services will still be the largest contributor to the exports pie.
Year
ITES
IT Services
1999-2000
14%
86%
2000-2001
14.5%
85.5%
2001-2002
19%
81%
2002-2003
24%
76%
Source: Nasscom
Few companies are into both IT and BPO. What percentage of the revenue is contributed by BPO?

Company
June 2002
Sept 2002
Dec 2002
March 2003
June 2003
Mphasis
16.48%
21.71%
22.61%
25.24%
28.9%
Wipro
4.85%
5.78%
6.81%
7.785%
8.61%
Infosy
0.027%
0.23%
0.85%
1.01%
1.175%
Digital Globalsoft
N.A.
N.A.
1.454%
3.53%
5.9%
HCL Tech
5%
5%
6%
9%
N.A.

How did the BPO sector perform in 2002-2003?
As on March 31, 2003, the sector employed 171,000 professionals. It has $1 billion invetsed in it, creating about 100,000 smart cubicles in 7.5 million saq ft of space. It generated revenues of $2.3 billion in 2002-03.
How big is publishing outsourcing market in India?
As of Jan 2006, the outsourced publishing business in India is estimated at Rs 1,500 crore.
How big is the IT infrastructure outsourcing market?
IT infrastructure is critical for firms globally. Organisations invest huge amount of money to build IT infrastructure that support their business goals and objectives, but many fail to set up even the most basic tools to effectively manage their IT resources.
Help desk management, configuration management, and application packaging and migration services are some of the infrastructure- based activities that are currently being delivered from an offshore location and they may serve as platforms into broader outsourcing deals.
According to a Nasscom report, an estimated that 40-60 per cent of the overall Infrastructure Management Service pie may be efficiently delivered through a global delivery model. This translates to a market potential (for offshore infrastructure management) of approximately $ 55 billion.
Forrester Research, the global business intelligence major, which has estimated the infrastructure outsourcing opportunity at $ 111 billion, has indicated that it can bring almost $1 billion earnings for India, provided Indian outsourcers strengthen their cost, quality and security strengths.
According to Gartner, by 2006, Infrastructure services delivered in a Global Delivery Model from India to US companies will surpass $1 billion (with 80% probability) .

Any latest rankings of Indian BPO vendors?

Top 15 BPOs in India
Sl.No
2004-05
2005-06
1
WNS
Genpact
2
Wipro BPO
WNS
3
HCL Technology BPO Services
Wipo BPO
4
IBM Daksh
HCL BPO Services
5
Exl Services
ICICI OneSource
6
MphasiS BPO (formerly MSource)
IBM Daksh
7
Intelenet Global
Progeon
8
ICICI OneSource
Aegis BPO Services
9
GTL
EXL Service Holdings
10
Progeon
24/7 Customer
11
24/7 Customer.com
MphasiS BPO
12
Datamatics Technologies
Intelenet Global Services
13
Hinduja TMT
GTL
14
Transworks
TCS BPO
15
Tracmail
Transworks
Source: Nasscom 2005 Survey

Do Indian BPO Vendors figure amongst world's BPO best vendors?

World's 50 best managed BPO vendors
1
IBM Global / Daksh
26
Getronics
2
Accenture
27
Covansys
3
Hewlett Packard
28
Syntel
4
MphasiS
29
Ceridian
5
Ernst & Young/Capgemini
30
Spherion
6
Wipro Spectramind
31
ADP
7
ICICI OneSource
32
i-flex
8
eFunds Global Outsourcing
33
Tata Consultancy Services
9
Convergys
34
General Electric
10
Affiliated Computer Systems
35
Siemens Business Services
11
Sutherland Technologies
36
Atos Origin Intl B.V.
12
Oracle
37
InfoCrossing
13
Hewitt/Exult
38
Datamatics
14
HCL Technologies
39
Outsourced Partners Intl
15
Xansa
40
TechBooks
16
CSC
41
iGate
17
Unisys
42
Office Tiger
18
Keane
43
Perot
19
Satyam
44
EDS
20
CGI
45
Patni Computer
21
Cognizant
46
Gevity HR
22
24/7 Customer
47
VCustomer
23
Intelligroup
48
SourceNet Solutions
24
Northrop Grumman IT
49
WNS Global
25
Infosys
50
Deloitte
Source: The Black Book of Outsourcing (Brown & Wilson, Wiley Publishers)

Do you have any statistics of the number of employees in Indian call centres?
Company
Number of Employees
EXL
4,500
Spectramind
2,600
Daksh
2,000
WNS
1,600
vCustomer
1,500
Tracmail
1,365
HCL e-serve
870
Epicentre
700
ICICI OneSource
650
GTL
650
Source: Nasscom ITES directory September 2002
Captive Centres
Number of Employees
GE Capital
12,000
e-serve International
3,149
eFunds
1,646
HSBC
1,128
Healthscribe India
1,126
American Express
979
Sitel India
584
Global e:Business Operations (HP)
475
Axa Global
350
Source: Nasscom ITES directory September 2002
Do you have any rankings of call centres based on revenues?

Ranking of Call Center & BPO players
Ranking
2002-03
2003-04
1
Wipro Spectramind
WNS Group
2
WNS Group
Wipro Spectramind
3
Daksh e-services
Daksh e-services Pvt Ltd
4
ExlService (I) Pvt Ltd
Convergys India Services Ltd
5
HCL Technologies BPO Services
HCL Technologies BPO Services Ltd
6
Convergys
Zenta Technologies
7
GTL Ltd
ICICI OneSource Ltd
8
MsourcE India
Mphasis BPO Services
9
Hinduja TMT
EXL Services
10
ICICI OneSource
Tracmail Group
11
Sutherland Technologies
GTL Ltd
12
Epicenter Technologies
vCustomer
13
Zenta Technologies
Hinduja TMT Ltd
14
24/7 Customer
24/7 Customer
15
Datamatics Technologies
Sutherland Technologies
Source: Nasscom

Revenue (in $m)
Headcount
GE
250
12,000
Wipro Spectramind
95
11,500
Convergys
94
9,800
IBM-Daksh
65
6,300
MphasiS
60
4,800
WNS
55
4,500
EXL
44
4,600
ICICI OneSource
42
4,100
HSBC
41
6,000
Amex
40
3,800
Source: Economic Times (August 2004)
Do you have any statistics regarding number of employees Vs revenues sector wise in India?

Growth trend of the outsourcing industry
Service Area
2002-03

Employment
Revenue (in $m)
Customer care
65,000
810
Finance
24,000
510
HR
2,100
45
Payment service
11,000
210
Administration
25,000
310
Content development
44,000
465
Total
1,71,100
2,350
Source: Nasscom

Do you have the number of call center seats in other countries?

Number of Seats In Call Centers
Country
2003
2004
Australia
1,35,000
1,46,000
India
96,000
1,58,000
China
38,000
54,000
Philippiness
20,000
40,000
New Zealand
12,000
13,500
Thailand
11,000
13,000
Singapore
10,000
10,100
Hong Kong
10,000
10,700
Total
3,32,000
4,45,300

Do you have any SWOT analysis on Indian ITES sector?Strengths
Highly skilled, English-speaking workforce.
Abundant manpower
Cheaper workforce than their Western counterparts. According to Nasscom, The wage difference is as high as 70-80 percent when compared to their Western counterparts.
Lower attrition rates than in the West.
Dedicated workforce aiming at making a long-term career in the field.
Round-the-clock advantage for Western companies due to the huge time difference.
Lower response time with efficient and effective service.
Operational excellence
Conducive business environmentWeaknesses
Recent months have seen a rise in the level of attrition rates among ITES workers who are quitting their jobs to pursue higher studies. Of late workers have shown a tendency not to pursue ITES as a full-time career.
The cost of telecom and network infrastructure is much higher in India than in the US.
Manpower shortage
Local infrastructure
Political opposition from developed countriesOpportunities
To work closely with associations like Nasscom to portray India as the most favoured ITES destination in the world.
Indian ITES companies should work closely with Western governments and assuage their concerns and issues.
India can be branded as a quality ITES destination rather than a low-cost destination.
$69 billion ITES business by 2010
$97.5 billion IT (consulting, software solutions) market by 2010Threats
The anti-outsourcing legislation in the US state of New Jersey. Three more states in the United States are planning legislation against outsourcing Connecticut, Missouri and Wisconsin.
Workers in British Telecom have protested against outsourcing of work to Indian BPO companies.
Other ITES destinations such as China, Philippines and South Africa could have an edge on the cost factor.
Slowdown of demand
What is the sex ratio in the ITeS sector?
As of March 2003, the male:female ratio is 35:65.
What is the attrition rate in the ITeS sector?
BPOs in India are expected to employ around one million people by 2008, but the challenger is to find quality human resources given the current attrition rate of around 35-40%. Currently it is about 35% in non-voice and 45% in voice call centers. However what the number don't show is that more than 60% of those who leave a particular BPO do not leave for a competitor, but leave the industry as a whole. Here lies the danger for this sector and the challenge for HR consultants.
Agents want to become team leaders. Team leaders want to become supervisors. Supervisors wants the job of the CEO.
At an attrition rate of 40%, the cost of attrition in the industry is 1.5 times the annual salary.
Some of the reasons could be
Many see this space to be an Internet sweatshop where all that the employees are required to do is just mechanically input numbers into excel sheets or, worse still, answer phone calls inthe same tone and repeat the same lines at least 100 times a day/night.
People who join a BPO usually do so to make a 'quick' buck. They are bound to quit because sooner or later they will find something more attractive in terms of the job profile and/or pay.
The industry has concentrated on hiring young, dynamic and these are looking for more than just a job.
Talent in this space is generally overlooked, which leaves the deserving few disgruntled with top management and hence fosters attrition.
To fix this problem BPO firms are trying to solve this big problem
By hiring mature talent [i.e. people over 35 years in age].
HR must realise that fatter pay cheques can never be a sure-shot way to retain employees. More important aspects like a secure career, benefits, perks and communication cannot be overlooked at any level.
Employee rentention must be the focus, which means that talent must be recognized and suitably rewarded.
Hire outstation candidates (from small towns) and provided them with shared accomodation.
Offer management diplomas and MBA courses.
Only 5 out of 150 employees become team leaders in a year, hence cash incentives is one way to keep the employees happy. Daksh shells out about Rs 4,000 bonus per onth to almost 85% of its workforce.
Use psychometric tests to get people who can work at night and handle the monotony.
BPO must concentrate on becoming an 'employer of choice'. A comprehensive process framework and access to proper infrastructure in the work place goes a long way in retaining employees, as a congenial work environment is critical.
The infrastructure required depends upon if you are setting up a voice based call center or just a backend operation for your client. For e.g. if you are processing the payroll for your client in the U.S. chances are you really don't need an IPLC line from your facility to your client in the US. However, if you are answering the inbound calls from US then you require an IPLC line.
Few important components of setting up a call center are
IPLC (International private leased circuit) line
Predictive Dialer: This processes potential contacts and identifies disconnected numbers, busy signals, unanswered calls and detects answering machines. Such calls can be avoided, scheduled for later contact, or pre-recorded messages can be left, allowing live agents to only deal with established connections that are directed to them.
CTI (Computer Telephony Integration) - This is the system used for the Screen pop ups as soon as the call is transferred to an agent. The pop up gives the details of the caller, information required & the product details as required by the caller. The info on the pop up screen can vary depending on the settings made. It is optional for a call center.
ACD (Automatic call distribution) - the calls are automatically transferred to the agents who are idle. This may be skill based distribution, performance based or general transfer of calls. ACD is a must for an inbound call center.
IVR (Interactive Voice Response) - this enables customers calling a contact center to use voice commands to retrieve the information they require without ever speaking to an agent. This basically helps to reduce the man power cost.
Voice logger - This logs the conversation of all agents which can be used to check the quality of all agents.
MUX - Used to connect the IPLC at both the ends. Now a days most of the call centres are migrating to IP network, hence usage of the MUXs are minimal and routers are needed to connect the IPLC on both ends of the link.
Call Centre Management Software - Software to manage the calls & reporting
LAN Cabling - This is also referred as backbone.
Vendors
BPO MarketplaceThere are few B2B portals from which you can get BPO related projects.
ITMatchOnline
MT India is a networking organization for "offshore" outsourced medical transcription.
Outsource360. com
OpenOutsource..connecting outsourcers and service providers.
ConsultantsConsultant are available who can help you with setting up call centres, select the correct technology, design a call centre, find projects etc
Accrue Convergence Solutions is a technology consulting firm whose mission is to consistently improve Business Processes thus allowing clients to work more efficiently.
BPO Consultants India - Providing turnkey solutions to BPO companies in the areas of business selection, feasibility, project finance, site selection, technology platform, recruitment, & training.
Fairbanks Consulting Group - We are a consulting firm that is retained by Offshore Outsourcing Companies to acquire Insurance Industry customers in the USA. We have extensive Insurance client contacts at the executive level and by using our Sales and Marketing capabilities, we help offshore companies to generate business and create a critical presence in the USA.
Global Equations - We help our clients leverage global resources for IT and Business Process Outsourcing (BPO) and facilitate execution of inorganic growth or investment strategies. We can advise on developing an optimum right-shoring strategy, assist in sourcing the appropriate vendor and implement an offshore initiative from start to finish. By enhancing cost savings, mitigating risk and preserving long-term objectives, we can make Strategic Offshoring work!
Holistic Training Solutions Pvt. Ltd. - Develops call center documentation, increase call center productivity.
Investe Consulting Pvt. Ltd is a global quality management consulting company. Committed to delivering international quality standards for managing quality, performance and growth, Investè collaborates with its clients to help them understand, implement international standards of quality systems and become high performance businesses.
JUMP Project Management ConsultantsProvides training for project leaders & operators in Project Management and is a PMI, USA Registered Educational Provider and consultant for BPO organization. Address: 156 Majestic Colony, Valasaravakkam, Chennai, 600087 Phone: +91-44-2486 7466 Mobile +91-98412 29038
HyperQuality - has the proven ability to review communication between your customer and your customer care agents and evaluate them according to your criteria as though you performed that job in-house. We compile the data developed into reports which are delivered to managers, supervisors, and the agents themselves every day. These reports are custom configured for each client.
InternationalStaff. net is a U.S. project management company that places and manages IT outsourcing projects at contract facilities around the globe. They specialize in voice and email customer service programs for Western clients. InternationalStaff. net takes the lead with outsourcing contract negotiations, cost control, process migration, quality assurance and quality control, recruiting, vendor selection, vendor management. They offer the advantages of lower transaction costs, lower run costs, and more reliable and high-quality service delivery levels.
NeoIT
Nexsus Techno Solutions has garnered significant experience and understanding of the telecom domain - expertise. We are an independent system integration consultancy focussing on management and delivery of CRM/Contact Centre projects. Some of our off the-shelf products like Call Balance, Call Confine, Voice Balance, Maxdial, Innovative Call Recording and Torrent have integrated seamlessly into the current business architecture.

Servion - With the mission of Enhancing Business Response of organizations worldwide, Serviont has revolutionized customer experiences through its Contact Center suite of products, solutions & Systems Integration services
Spanco Telesystems and Solutions Limited - We specialize in designing & setting up Call Centers.
The Trowbridge Group - We offer a unique set of sourcing advisory and training services to organizations that are either considering outsourcing or developing captive onshore or offshore service organizations.
Triace - A consulting company to fresh and existing centres for business and setting up and managing centres.
Vxtreme Support - Installation and commissioning of call centre hardware equipments

BPO/Call Center Companies & Job Consultants in India
S.No.
Company
Address
Profile
1
24/7 Customer
Fortune 9, Opp Yashodha HospitalRajbhavan road, SomajigudaHyderabad 500032
24/ 7 Customer is a Top 5 BPO company headquartered in the US with offices across UK, Canada, Philippines, Guatemala & India
2
4th Generation Staffing Solutions Pvt ltd
879,Udyog Vihar,Phase 5,Gurgaon
We are in the business of Resource Management and Resource Planning, with offices in Europe and India. We provide manpower for Permanent Placements, Contract Placement, Training, and Short Term filler positions. We own and operate BPO?s as well.
3
Access BPO
Ambour Salai,Pondicherry 605001
Access BPO is an UK based staffing solutions provider. We are the leading provider of information technology and personnel staffing services.
4
Aegis BPO Services
JVL Plaza,Teynampet,Chennai 600018
AEGIS BPO Services is one of the leading International and Domestic Call center(Voice Base). Aegis BPO is ranked in 5th place in domestic call centres with the revenue of 662/ - crors.
5
Aenon Consultants
111/ 1, 112 Arora Business Centre, Next to Manipal Centre, Dickenson RdBangalore - 560 042
We are one of the leading Man power Consultants Dealing mainly with Call Centres and BPO Companies.
6
Alliant Technologies Private Limited
Green ParkKolkata 700008
Alliant Technologies Private Limited is a premier provider of diversified IT Services, Call Center Operation and Business Process Outsourcing solutions to commercial clients worldwide.
7
Amab India
Mumbai
IT Resourcing & Marketing front-end offers a single window gateway to India in the field of: Web Technologies, IT Infrastructure outsourcing for BPO, IDC, ISP, IT Manpower, Education & Seminars in IT Management.
8
ANSH Consulting
12-5-8,Vijaypuri, TarnakaHyderabad 500017
We would like to introduce ourselves as a small, professionally managed Recruitment Agency primarily catering to the requirements of the Business Process Outsourcing (BPO) and the Information Technology (IT) sectors.
9
aok in house bpo services ltd
3, Community Centre, Naraina, Industrail AreaPhase-INew delhi 110028
. aok In-house BPO Services Ltd based simultaneously from New Delhi & Mumbai carrying out the profile of one of the largest Indian providers of Outsource IT Enabled Backend Support Services.
10
APEX MANAGEMENT CONSULTANTS
S. R. NAGARHYDERABAD 500038
Apex management consultants( Bangalore) : Best Services at very reasonable rates. For all jobs in IT/ ITES/ BPO sector.
11
ARK Group
D-97 Sector 10 , Noida
The company started in 2004 with a vision from its founders to render quality to the IT sector. ARK group has its root in IT consultant services like software development BPO services.
12
Armour Software Technologies Pvt. Ltd.
29, 3/1/ Old Palasia, BeemanagarIndore 452001
As a leading software development and BPO company (100% EOU), we execute challenging projects for our global clients in diverse technologies. We offer professional and friendly work atmosphere and excellent salary packages.
13
ARP Infoquest
J3/ 5 DDA Flat, Kalkaji, Near Alaknanda Shoping ComplexNew Delhi 110019
ARP Infoquest is an HR Consulting & Recruitment company catering to the requirements of the Indian IT, Telecom, Embedded, BPO, KPO and Cargo & logistic market for skilled and experienced manpower.
14
Aspinwall Technologies Ltd.
Calvetty,P.O.Box 2cochin 682001
Offering BPO services; 100 seater call center catering to offshore markets, located at Cochin, Kerala.
15
Astra Consultants
H-12A Green Park MainNew Delhi 110016
Placement Consultants for Software Consultants and Call Center Executives for placements in India and overseas. Placements done for middle level and above professionals in all field
16
Azimut Design
Muthayalu Naidu StreetChennai 600015
Web development and Web design (BPO). Most of our clients are in Europe.
17
Bombaybee
1st Floor Opp Magnus Towers, Mindspae MaladMumbai 400067
The Company recruits professionals in the field of Call Center , Bank & Technology Sectors rigth from the Executive to the CEO levels
18
BPOjobs online
bpojobsonlinePattabiramChennai 600072
Job site specifically created for BPO job seekers. Current jobs of leading bpo companies are found in this site.
19
BrainSource Management Consultants
12, 1st Floor, 'Mon Jardin'Thiyagaraja Street, PondicherryChennai 605001
BrainSource Management Consultants is a manpower placement company located in Pondicherry. The company provides placement services to companies in India. We currently provide placement services in areas of Call Centers, BPOs and all entities of IT.
20
Bungay International
C-34, Malviya NagarBasement , New Delhi
basically dealing in Business process solutions. it is a canadian based bpo company and handle in data conversion/ processing.
21
C-Cubed Solutions Pvt. Ltd.
# 3 & 4 , S.V.R Layout, Off 80 ft Road, KoramangalaBangalore 560035
Headquarters in Los Angeles. First client in 2000 2001: Expanded into Collaborative online selling 2004: Expanded into Call Center Support Staff strength of 550 Employees.
22
C.S.Comsoft
84, Alkapuri societyVadodara 390005
BPO services for US market
23
Capricorn Human Capital
207, Vardhaman Market, sec-17, VASHINavi Mumbai 400705
Capricorn Human Capital is HR Consultant specialised in the area of Call Center Industry and ITES situated in mumbai.
24
Career +
140, Eldams RoadteynampetChennai 600081
Career+ is an online recruitment company providing BPO / ITES / Software / Banking / Insurance and other business sectors with appropriate recruitment services. Given the mix of collective skills, experience and a strong culture of ethics.
25
CCI Company
1607 E. Big Beaver RD, Suite 300Troy 48083
Call Center International (CCI) is a US-based inbound and outbound telemarketing company that provides multilingual outsourcing solutions for a variety of business needs.
26
Center For Recruitment & Training
Navi Mumbai 400706
We are an upcoming placement consultant and do placement for Call center/ BPO and IT industries
27
CereBrum Software Solutions Pvt Ltd
2-2-23/ 37/ A Surya Enclave D. D ColonyBagh AmberpetHyderabad 500013
Cerebrums Software Solutions Pvt. Ltd, a global technology services company, expertise in software development services, Call Center Services, Application Maintenance, Web Development and Accounting Services.
28
CORONET INFOTECH PVT LTD
74, sector-6 vaishalighaziabad
We are an established company into IT and Call center training and placement. Our focus is to train people to give them the right skills and place them well.
29
Cygnet Infotech Pvt Ltd
2, Manikyam, Opp Samudra Annexes,Near Shilp Cross Roads, NavrangpuraAhmedabad 380009
Cygnet Infotech Pvt Ltd. is a leading offshore software development company which deals in Customized Software Development, Implementation support, Quality Assurance, hi-tech multimedia designing solutions, BPO and SEO.
30
Dataman Software
CSC-8/19, Sector-8, Rohini, New Delhi-85
Dataman Softwares Offers an array of services in the field of Financial, Educational, Out bound call center, offset printing presses. We provide Database services, readymade software solution, web application design, Search engine optimization.
31
DS CONSULTING
12, HAUZ KHAS VILLAGE2nd floor,CALYPSO BISTRO COMPLEXNEW DELHI 110016
Providing Placement Solutions for major IT/ BPO/ KPO Companies in Delhi NCR
32
eClerx Services Pvt. Ltd.
29, Bank Street, Sonawala Bldg, 1st Floor, FORT Mumbai 400026
eClerx is a KBPO (Knowledge and Business Process Outsourcing) Organization. We function in the Financial Services and E-Commerce Domain. Our clients are Nine largest Investment Banks and one of the largest Computer Components Manufacturer Company.
33
EJS Solutions
11, G. S. Street,chennai 600014
Let us introduce our self as one of the lead consultant Providing Tech and non tech placement to the specific industries(IT Software / Hardware, Call Center , BPO, Banking, Telecomm, Manufacturing, Media.
34
eNoah iSolution India Pvt Ltd
Elnet Software City , TS 140, Block 2 & 9, Module No 32 & 42 CPT Road,Taramani,Chennai 600113
"poised to be the most respected BPO company"
35
EurekaCorp Recruitment Consultants
508, Mehek Apts, KhargarPlot no A-17, Sec 12,Navi Mumbai 400012
Mumbai based recruitment consultants and a executive search company specializing in call center recruitments at all levels, Senior management executive search, agent level search on Tech support, Collections processes, Customer Service et al.
36
Evolution Corporate Solutions
#55-33/ 1, 2nd floor, 5th cross, 3rd main,HanumanthanagarBangalore 560050
Premier Placement consultancy having Head Office in Bangalore. Catering to all the major industries including IT, Non IT, BPO, Call Centre and other Support Staff.
37
First Track Hr Consultancy &Placement.
38 & 41First Floor Shiv OM ComplexSector 22Noida 201301
We are dealing in IT/ NOn IT Solution, BPO, Marketing, Accounts, Export House, Production, Quality Control and Other Related Services
38
Focus Consultancy
159C, Julena, Okhla, New Delhi - 110025
Bpo, Call Center Training & Placement, General Placement Services-Lower/ Middle/ Sr. Level -Engineering, Hospitality, FMCG, Banking, Markrting, Admn. , MNC, etc - Based In South Delhi.
39
Gandhi Infotech Pvt Ltd
Deepika Square, 37 Milestone, Near Hero Honda ChowkDelhi-Jaipur HighwayGurgaon 122001
An International Call center with over 100 seats in two locations, specialising in outbound telemarketing process.
40
Gcmspl
103, MPJ chambers, Bombay pune road, wakdewadi, near jog center.
Inbound & outbound call center - with the most reputed clients in finanace, insurance, telecom & software. With one of the least attrition rate. Culture that is open & friendly & believes strongly in employee empowerment.
41
GEMS MAANPOWER SERVICES
2/ 575, NAKEERAN SALAI, MOGAPPAIR EAST,CHENNAI 600037
GEMS MAANPOWER SERVICES Is Catering To The Industrial Needs In Manpower Placements. We Cater to all categories of People In HR, ACCOUNTS, ENGINEERING, IT, ITES, BPO, MARKETING, INSURANCE, BANKING & also to other Category Of Placements.
42
Godrej Global Solutions Ltd
2nd Floor, Administrative Building, Pirojshanagar,Eastern Express Highway, Vikhroli (East)Mumbai 400072
Godrej Global Solutions Ltd. is a part of Godrej Group. It is a BPO with diversified operations like Insurance Claims processing, medical biling, medical trainscription, etc. , with branches in Chennai and Mumbai.
43
Helios Outsourcing Pvt Ltd
2nd Floor, Pantheon Plaza, Opposite to Commissioners OfficePantheon Road, EgmoreChennai 600008
Helios Outsourcing is a BPO, created in conjunction with several companies in the UK and the US. At Helios, we have a very strong team of people who are fully committed to driving the business through innovation, passion and sheer hard work.
44
Hrd Online
158-d/ f, Mayur Vihar-2,Delhi 110 091
Specialise in Executive search and source for all industries viz. BPO, Call Centres, Hotels, IT, Banks(Pvt. and Foreign) and MNC's
45
Human Touch Staffing Solutions
204/ 205 Samruddhi commercial complexOpp Magnus Tower, Chincholi Bunder, Malad (west), Mumbai 400064
HUMAN TOUCH Staffing Solutions is a staffing company with its operations in Mumbai. We are in the business of providing human resource and staffing solutions for the service sector, specifically the BPO / CALL CENTER industry.
46
i2i Telesource (P) Ltd
501 dhantak plaza, Makwana Rd, MarolAndheri (E), next to star Tv officeMumbai 400059
Domestic call center.
47
iAGE Consulting Services
G5, Real Enclave, 22 josier streetNungambakkamChennai 600034
We are Placement Consultant for IT/ BPO/ Call Center
48
iEnergizer Inc.
A-37, Sector-60, NOIDA
iEnergizer is one of the most progressive International Call Centers in Asia Pacific region, located in Noida, India.
49
IMPULSE SYSTEM
GANGANAGARBANGALORE 560024
we are in to purely head hunting . we give sevice to all segments it, ites, non-it, bpo, call centre. we are fast and accurate in our services. Interested Companies can contact us.
50
Infeon Global Solutions
3A, 3rd Floor, Calve Chateau,#808, Poonamalle High Road, KilpaukChennai 600010
Infeon Global solutions, founded in 2004 with its India HQ at Chennai, currently provides customised & innovative HR, Staffing (Permanent and Temp) and BPO services for the IT, BPO, Telecom sectors in India & overseas.
51
Infinite BPO Private Limited
8-3-1013/ 1, Srinagar Colony main roadHyderabad 500073
Infinite BPO provides BPO & Consulting Services in the Healthcare, Insurance, Finance and Legal services along with specialized services in Process Consulting.
52
Infovisiongroup
Mathuradas Mills Compound, Mahalaxmi Silk Mill Premises, Lower Parel(W),Mumbai 400013
InfoVision Group (IVG) is one of the largest independent IT enabled services companies in India. With 3, 200 employees are focused on delivering solution in running call centers, database management and back office support.
53
Infowav Technologies Pvt. Ltd
F-203, Aditya Plaza, Plot NO. -4, Central Market, Sec-10, Dwarka, NewDelhi-110075m
Infowav offers specialised training courses in IT, Especially in Call Centers. It also provide lucrative 100 % placements to all candiates, in Top call centers, (BPO) INDUSTRIesS.
54
INOX Global services Ltd.
2nd Floor, Tower B GBP, MG RoadGurgaon 121003
A 250 seater BPO offering voice and non voice process assistance to its international clients such as USA, UK, Australia etc. from their state of art facility in Gurgaon/ Noida
55
IS Management Consulting
48, Kailashpuri, Opp. Sanghi Farm, Tonk Road, Jaipur
We are Management Consulting firm working in IT, ITES, BPO, Telecom, Engineering, Manufacturing, Banking and Retail sectors. Our Placement cell caters best talent to companies at major IT destinations across India.
56
IT Resource Consulting Services
Silver Sea view 404, Sector-8, plot-17, CharkopeKandivali(west)Mumbai 400067
We are Consulting Services, We provide Highly Skilled IT and BPO Candidates to IT and NON IT firm. We filter Candidats first at our end and send them with full of confidant. We have a strong team for making our dreams true in short period of time. .
57
ITCONS e-Solutions Pvt Ltd
B-93B, Sector -2Noida 201301
ITCONS e-Solutions Pvt Ltd, an organization formed in Year 2001 to offer services like software development, CRM, Call center services, Staffing & Recruitment solutions & to provide Cost Effective and High Quality solutions.
58
Jayanti Consultant
K-19A, 3C's road, Near ICICI Lombard Office, Lajpat Nagar-II, New DelhNew Delhi 110024
Jayanti Consultant offers services in Recruitments, Retail Training, Corporate Training, Software Development and Sales, Consulting services for the IT & ITES industry (Call centers, BPOs, IT ) etc.
59
JMIC
New Delhi
Based in New Delhi India(Jagannath Management & Information Consultancy) Placements div for leading BPO, IT Companies and Training div in Delhi.
60
Job Bazar
OPP. AK GANDHI TVS SHOW ROOM, ABOVE SABHARWAL TRAVELSABHYANKAR ROAD, DHANTOLI,NAGPUR 440001
We Cater To Following Industries construction / Steel / Textile/ (It)/ Bpo/ Pharmaceutical/ Retail/ power And Enegy/ Call Centre/ Bpo
61
Jobs 4 Nation
J4N, J-202, Tower#5, 2nd Floor, Vashi Railway Station ComplexInternational Infotech Park,Vashi.Navi Mumbai 400703
We take the pleasure to introduce J4N as a one-stop provider to all recruitment needs. As a recruitment consultancy we exist in various sectors of the industry. For e. g. BPO, ITES, banking, insurance, etc.
62
JUMP Project Management Consultants
156, Majestic Colony, ValasaravakkamChennai 600087
A PMI R. E. P. company that provides Project Management services to IT, ITES, BPO companies and training to individuals.
63
K10 Technologies
C- 71, Sector 2, nOida
BPO recruitment
64
KKR INFOSOLUTIONS LTD
143/ 2 Neb Sarai Ignou RoadNEW DELHI 110030
104 seater call center with all international standards looking for people for inbound & outbound processes
65
Kumaran HI Ltd.
118, Kamarajar SalaiMadurai 625009
This is a BPO company. We do back office support projects, Data conversions, Support, HR process etc. We are looking for outsourced projects.
66
Linx Executive Search
G-37, LAJPAT NAGAR - I st, GROUND FLOOR, NEW DELHI - 110024.C-1 / 1211, VASANT KUNJ, NEW DELHI - 110070.
Manpower Solutions Of All Kinds For: Mnc'S, Corporate Sector, It Related, Call Centers Etc.
67
Macvin Consultancy Private Limited
503/ B Praneel AptsBorivaliMumbai 400103
Accounting & Finance outsourcing Firm from Mumbai. BPO, specialis4
68
Marvel BPO
725, Udyog Vihar, Phase - VGurgaon 122016
A revamped international BPO at Gurgaon, in operation for three years, presently in the fast-track expansion mode with an open work culure with lots of potential for horizontal and vertical growth for every member of the organisation.
69
MNC Software Solutions Private Limited
#149, Ground FloorGunrock EnclaveSecunderabad 500009
Company is engaged in software development and BPO operations, with both domestic and international clientele. The primary focus of the company is on the open source platform.
70
Navigant Technologies
221, Okhla Phase III, New Delhi
Call Center
71
Nebula Consultancy
Nebula Consultancy, Bangalore
Placement Consultancy( Bangalore) : Best Services at very reasonable rates. For all jobs in IT/ ITES/ BPO sector.
72
netsyscon
2b 1107 brindaban poonamnagar andheri east mumbai
leading IT recruiter contract staffing senior management staffing for positions like CEO, / CTO, / vp/ GM recruiting for global operations in retail, pharma, insurance, banking, bPO, health care Hr consulting services
73
North Star India Pvt. Ltd
NORTH STAR INDIA PVT. LTD.B-109, SEC- 5, NOIDA
Ours is a customer care/ lead generation call center. We do not have any technical processes and therefore are looking for candidates with very good English speaking skills. Open for 24*7.
74
Ocean Human Resource Services
A-81, Sector-14, Noida,
we are Training Recruitment. Deal with HEAD HUNTING in FINANCE SECTOR, Middle and Sr. management in IT/ Non-IT, FMCG, Banking, Insurance corporate training , Career Consultancy Services KPO, VNA training in BPO.
75
Pacific Consultancy Services
Greater KailashNew Delhi 110048
A BPO recruitment solution provider, tied up with the best BPO organizations in Delhi & NCR.
76
Perpetual Teknologies
71/ 91Perambur High RoadPeramburChennai 600011
An IT Services (Software Development, Managed Services, Data Management Services) BPO, EPO, KPO, firm
77
Pinnacles Placements
c1/8 bramha estate nxt to jyoti restaurantkondhwapune 411048
Placements in Call Center and KPO and training for voice and communication skills
78
Pravritti placement
26, SPS II Street, off Conran Smith Road, Royapettah,Chennai 600014
We offer consultancy services in Sales and Marketing, Finance and Operations for BPO, Banking, Insurance and Telecom Industries.
79
Prodigy Infomatics
D 388, M I D C, TTC, Industrial area, KukshetNavi Mumbai 400705
Prodigy Infomatics focuses on offering a broad range of IT and BPO services in a most reliable and cost effective manner with cutting edge technologies best suiting to the clients needs and business requirements.
80
Promantra Synergy Solutions
Pawani Plaza, 2nd Floor, Punjagutta circleHyderabad 500085
Promantra is a premier provider of BPO services in the healthcare domain in India with a unified vision: to redefine the way healthcare services are delivered across globe.
81
Proverge (Formerly Refel-source)
#79 , First Floor, Verivada Layout, Near Gurudwara TempleR.S Puram P.OCoimbatore 641002
Proverge Technologies is a Staffing Solution, with good experience in full-time placement of professionals. Experienced in placing candidates IN SECTORS SUCH AS IT, ITES, CALL CENTERS, INSURANCE, etc.
82
QTS
Kothrud, Pune
BPO
83
Quadrant Consultancy Services
Plot no. 343/ 1, Hall Village,Kurla(West)Mumbai 400070
Recruitement/ Training for Call Centre BPO's, banking etc.
84
quadraple technologies
#B-19,!st Floor, !st main road,Ramalinganagar, WoraiyurTrichy 620003
Quadraple technologies is a 50 call center we r currently running us uk and aus process. We provide the best training for candidates and support for clients. we r in this field from past 2 years. The company is located in trichy Tamil Nadu
85
RICHMOND TECHNOLOGIES
301 PSG STEP Software Park II,PeelameduCoimbatore 641004
We are into Software, MT, Call Center Recruitments and Data Processing. We are the leading Hiring Partner for some of the largest International Call Centers and Software Companies in Bangalore, Chennai, Hyderabad and Coimbatore.
86
RR Infotech
57/ 2B, Subodaya, East Coast RoadThiruvanmiyurChennai 600 041
Our company non voice based BPO industry
87
Rush Consultants
A-254 Shivalik Malviya Nagarnew delhi 110017
we are placement consultants based in delhi having contacts with reputed company's like Core BPO, Aspire, Pinnacle E Servies, Greenrev, Intecgroup, Logic Eastern , CGS. . . . . . . . . . many more.
88
S N Nanda & Co.
C-43, Pamposh Enclave,New Delhi 110048
Placement Consultants for middle & senior level executives for recruitment in India & abroad. Specialising in BPO, Finance, Accounts, Chartered Accountants, administration, Operations & HR
89
S.V.INFOTEC
MYLAPORECHENNAI 600004
S. V. Infotec is a focused BPO Service Provider company delivering high quality and cost effective data processing services at all times.
90
Sai Durga Placement Services
#,23-92,sri sai apartments, 2nd floor, Ashok Nagar - BHEL, Hyderabad
SDPS is an industry-specialist recruitment consultancy that helps multinationals and large regional organisations recruit professional staff for their global operations. SDPS' areas of practice include Banking & Finance, BPO
91
Sai Outsourcing Company Pvt. Ltd
No. 3, Singaravelu Street,T. Nagar,Chennai 600017
We are an ISO 9001:14001 Certified Private Limited BPO firm with interests in all types of BPO projects with extensive networks in the major cities of India. We are Outsourcing Data Processing works.
92
Samyak Online
11A/13, old rajinder nagar, 3rd floorNew Delhi 110060
We are a professionally managed Search Engine l Marketing SEM, Web Development, Domain Registration, Web Hosting, Information Technology Enabled Services ITES, Business Process Outsourcing BPO company headquartered in New Delhi (India) .
93
Scriptacom BPO Systems (P) Ltd
24/ 39, 4th block, 4th stage, Magadi Main RoadBasaveshwarnagarBangalore 560079
The Company was started by hardcore professionals with a small base in1998, in the early days of BPO industry. It has grown well and is emerging as one of the significant players in the Indian BPO industry.
94
Sharp Group
SCO 161-162, Level-2, Sector 8- C, Madhya MargChandigarh 160018
Sharp Group is a renowned recruitment agency and dealing with Bank, Insurance, FMCG, Consumer Durable, Telecom, BPO, I. T, Pharma, Real Estate, Garment & Textile, Automobile, Automotive, Light and process industry etc.
95
Sharp Info Solutions Pvt Ltd
Point Aarcade, Sharp Nagar, Sitra Road, Kalapatti,Coimbatore 641 035
We are part of the 4-decade experienced SHARP Business group and in the fields of pumps, foundry, food-waste disposers, education, and healthcare BPO. We value human assets. We provide challenging job portfolio. We provide good growth possibilities
96
SmartChum Solutions
13 Lakshmi Nagar II streetAlwar Thiru Nagar AnnexeChennai 600087
Website Design, Development, Maintenance, BPO
97
SMS Recruitments
KhairatabadHyderabad 500004
SMS Recruitments Pvt Ltd. , established in the year 1999 is truly a pioneer in the field of Human Resources Development consulting, Recruitment and Research in India. we are mainly dealing with IT/ ITES/ BPO all related BPO Industries.
98
SourceMind Inc.
16 Panchvati, Panchshrishti Complex, Behind S M Shetty SchoolHiranandani, Powai,Mumbai 400072
Sourcemind is a human resource process outsourcing (HRO) and recruitment process outsourcing (RPO) company that aims at serving Banking, Financial Services and Insurance, Healthcare, BPO / ITES, Retail / FMCG and Real Estate industries globally.
99
SP Technologies
101, 1st Floor, Mandhani Buildings,Raj Bhavan raod, SomajigudaHyderabad 500082
Sp technologies is a Hyderabad based company. Our core areas are software development, BPO and CAD.
100
Spectrum BPO Pvt Ltd
7, Thirumurthy Nagar Main RoadNungambakkamChennai 600034
We are into Domestic and International Call Center Operations and we do telecalling to US, UK and Australia. We also do datamanagement, Email support and other IT Enabled Services.
101
SPG Solutions
GurgaonDelhi 10001
SPG Solutions is a business partner of Ebit Group Of Companies in Australia. The group is in Software Development, IT Contracts Management & BPO Services. It is currently involved in development of several major software products for its clients.
102
SPUR CAREER SOLUTIONS
2ND FLOOR, UMA HYDERABAD HOUSERAJBHAVAN ROAD, SOMAJIGUDA
PROVIDING TRAINING AND PLACEMENT WITH ITES MULTINATIONALS SUCH AS DELL AND IVY COMTECH AS BPO/ CALL CENTER EXECUTIVES AND TECH SUPPORT EXECUTIVES
103
srivari Tech
Guindychennai 600034
It is an Bpo based in chennai
104
Strategic Career Networks Pvt. Ltd.
98, 3rd floor, Skylark Palazzo,Airport Road (next to Kempfort)Bangalore 560017
HOT JOBS in IT, ITES, BPO, BFSI, Retail & Distribution, Food & Entertainment, Travel & Lifestyle and Telecom.
105
Suth Placements
12, urmikunjMumbai 400009
Suth Placements is a company into the job placement sector and we are basically dealing with BPOs and Call Centres
106
Swasthik Sahits Solutions Private Limited
No. 5, First Floor, Venkatesa Agraharam Street,MylaporeChennai 600004
We are one of the leading placement consultants for BPO in Chennai, Hyderabad. We specialise in Outsourcing also.
107
Talent Pro
146, Habibullah RoadChennai 600 017
International BPO
108
Telegenisys India Pvt Ltd
501/502 Green Terraces, Near Sanas Corner, Lane 5, South MainRoad, Koregaon Park, Pune - 411 001
A full spectrum of Business Process Outsourcing Services in the area of software design and development, call center/ customer support, accounting, administration, inventory management, data entry services, research, CAD Design Support, insurance etc.
109
The Placement Enterprise -Delhi NCR
28 church roadnew delhi 110014
We work in all kinds of job placement like marketing, call center etc. for all levels
110
The Recruitment Specialists
452 3rd Floor Lila Ram Market South Extension Part-IINew Delhi 110049
We provide Placements in FMCG/ Information Technology/ Legal Services/ ITES/ BPO's/ Automobiles/ various top & middle level companies & MNC's etc. . . We charge no registeration/ consultation fees/ recruitment fees from the candidates. U CAN SUBMIT YOUR
111
Troy Software India Pvt Ltd.,
53, b4, 2nd floor, p. n. palyam, k. r. puramGanapathy,Coimbatore 641006
Troy is into software development, business process outsourcing (BPO). Our business process outsourcing services include data entry and conversion, content writing, E-book publishing billing and payroll processing.
112
upakara
153., Pankaja Mill RoadRamanathapuramcoimbatore 641045
A call centre/ providing BPO operations. Garments-add on business. In the field for the last 5years with 15executives. Doing market research for some of the Australian universities involved in Research process. .
113
Urjit Technologies Pvt. Ltd.
C-2, 101-102, Ganga Orchard, Mundwa Road,Pune 411036
Urjit Technologies is an IT company based in Pune, India. Urjit Technologies has also strong business alliances in North America, Europe and Asia Pacific. Urjit has the capability of offering services in the IT Enabled Services, BPO.
114
VDJ Softech
# 2-1-554,Opp:Shankermutt, NallakuntaHyderabad 500044
We are basically into manpower consulting for BPO and Software Development Companies with contract or Non-contract basis and also we recruite Freshers (SAP) in reputed Organisations.
115
vee pee eventuas management pvt Ltd
D-41, Sec 61,noida
" Eventuas ?the management? is a full service INDIA based event management, advertising , software development BPO based in Noida with registered Corporate office in Lucknow, Uttar Pradesh.
116
Venus
Hyderabad
BPO services
117
virtual solutions
B-49,Sector 59,Noida 201301
It is an internaet marketing based as well as a lead generation based company which is now opening a sector in BPO also.
118
VISIONHR
C3 112 Brahma MajesticNIBM Roadpune 411048
We provide value-added staffing, recruiting and workforce solutions. We also provide corporate training of various kinds like voice and accent training, and other aspects of training as required by the IT/ BPOindustry of today.
119
Voicepack Infotech Pvt. Ltd.
Model Town Extn.Ludhiana 141001
Outbound bpo and Traning Centre
120
Volen Software Services Pvt Ltd
Cunnigham RoadNearChandrika HotelBangalore 560079
We are in to BPO Consulting, Development and Testing
121
Winning Edge Consultants
"Swarna"- C-4, 1st Floor,#70 (New #18), Halls Road, KilpaukChennai 600010
Winning Edge is a placement firm, which was started by 4 entrepreneurs who have worked in the BPO sector in the past and have now come together with a focus on providing Executive Search, Recruitment and Staffing services to client organizations.