outsource scop for indians

The Indian BPO industry, currently pegged at $11 billion, could see a five-fold growth over the next five years if the industry, government and other stakeholders collaborate to address key issues such as education and infrastructure, a report published by Nasscom and Everest Group said.
By 2012, the Indian BPO industry could be valued at $50 billion, generate about two million direct jobs, and add up to 2.5 per cent to India’s GDP, said Mr Gaurav Gupta, Country Head (India), Everest Group, a global strategy consulting firm.
The industry would grow to only about $30 billion on its own momentum, he added, speaking at the launch of the Nasscom-Everest India BPO study.Action themes
The report, titled ‘Nasscom-Everest India BPO Study — Roadmap 2012 — Capitalising on the Expanding BPO Landscape’, speaks of eight action themes the stakeholders of the Indian BPO industry need to act on, which includes protecting India’s cost advantage, creating BPO hubs, and development of BPO-specific education models.
Mr Raman Roy, Chairman and Managing Director, Quatrro BPO Solutions Pvt Ltd, said the education system needs to be aligned with industry requirements to create specialised professionals capable of handling the more sophisticated work coming to India.
Mr Roy also stressed the need to create social and physical infrastructure in the smaller cities, which are potential expansion areas.
He argued for the extension of tax benefits, saying countries such as Malaysia, the Philippines and Sri Lanka all offer tax breaks.
Mr Som Mittal, President of Nasscom, said the Indian BPO sector has evolved tremendously since its inception, not only in size but also in terms of maturity — service lines, service delivery capability, and footprint. Indirect jobs
The industry employs more than 7 lakh people across 25 countries and accounts for about 40 per cent of the $26-29 billion global BPO offshore market.
He said the industry would create about eight million indirect jobs by 2012.
Related Stories:`Outsourcing services moving beyond back office'`New outsourcing model emerging'Global BPO contracts begin on weak note in first quarter

BPO jobs

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Institutions Outsourcing to India

This is a list of companies sending work to 3rd parties in India, or having partners to run their centers.[citation needed]
Aetna
Alcoa
Aviva
Barclays
BBC (in planning stages)
Blue Cross and Blue Shield Association
BT Group
Capital One
Cisco
Delta Air Lines
Experian
Helion-prime
Hewitt Associates
HSBC (HSBC Data Processing India Pvt, Ltd)
Mercer
Norwich Union
Verizon

Outsourcing in India

The business process outsourcing industry in India refers to the Services Outsourcing Industry in India, catering mainly to Western operations of MNCs (Multinational Corporations).
The sector witnessed considerable activity during 2004–05, including a ramping up of operations by major multinational corporations players and Indian organizations stepped up hiring. The domestic BPO market, catalyzed by demand from the telecommunications and BFSI segments, matched the growth of BPO exports. The market experienced maturity and consolidation, a result of numerous mergers and acquisitions taking place within the sector. There were over 400 companies operating within the Indian BPO space, including captive units (of both MNCs and Indian companies) and third-party services providers. The key enabler for this has been cheaper bandwidth leading to low telecom costs for leased lines and availability of educated English speaking workforce in India.
The Indian BPO industry remains on a growth path, emerging as one of the key investment markets in the country.
It is also referred to as Information Technology Enabled Services or ITES, and high end work with specialisation is referred to as Knowledge Process Outsourcing or KPO. There are other variants in use such as Legal Process Outsourcing (LPO).
NASSCOM is a chamber of commerce that represents this body and lobbies for it, as well as creates a platform for members to take up common issues. NASSCOM services both the Indian Software and the Indian BPO industry.
Contents[hide]
1 History
1.1 Airlines
1.2 Amex
1.3 General Electric
1.4 Third party BPO's
1.5 Entry of IT majors
2 Size of industry
3 From a PricewaterhouseCoopers survey
4 Leading BPO-ITes cities in India
5 Leading BPO organizations in India
5.1 Captive
6 Companies Outsourcing to India
7 References
8 See also
9 Further reading
10 External links
//

[edit] History

[edit] Airlines
In the early 1980s several European airlines started using Delhi as a base for back office operations, British Airways being one among them. The BA captive was finally spun off as a separate organisation called WNS in the current millennium.

[edit] Amex
In the second half of the 1980s, American Express consolidated its JAPAC (Japan and Asia Pacific) back office operations into New Delhi. This center was headed by Raman Roy, and has been a source of several leading names in the Indian BPO Industry.

[edit] General Electric
In the 1990s Jack Welch was influenced by K.P. Singh, (A Delhi based realtor) to look at Gurgaon in the NCR region as a base for back office operations. Pramod Bhasin, the India head of G.E. hired Raman Roy and several of his management from American Express to start this enterprise called GECIS (GE Capital International Services). Raman for the first time tried out voice operations out of India, the India operations also was the Beta site for GE Six sigma enterprise. The results made GE ramp up their Indian presence and look at other locations. In 2004 GECIS was spun off as a separate legal entity by GE, called Genpact. GE has retained a 40% stake and sold a 60% stake for $500 million to two equity companies, Oak Hill Capital Partners and General Atlantic Partners.

[edit] Third party BPO's
Till G.E most of the work was being done by "captives"- a term used for in house work being done for the parent organisation. In 2000 Raman Roy and some team members from GECIS quit , and with VC funding from Chrysalis Capital started Spectramind. At the same time an organisation called EXL started in Noida and Efunds started in Mumbai and Gurgaon, and Daksh in Gurgaon. However, recently most of the Indian BPO's even smaller and mid-sized ones are actually setting-up their onshore presence. Most of the serious players are actually improving the outsourced business processes by leveraging on years of experience and now some of them are directly competing with their own older clientbase by marking this transition to KPO 's.

[edit] Entry of IT majors
In 2002 Spectramind was bought by software major Wipro, and BPO by then had become mainstream like the IT Industry in India. The team that had setup Spectraming went on to start Quatrro in 2006, a BPO specialising in high end BPO/KPO services. By 2002 all major Indian software organizations were into BPO, including Infosys(Progeon), Inforlinx, HCL, Satyam( Nipuna)and Patni. By 2003 Daksh was bought out by IBM and later in 2006 MphasiS by EDS. Even international 3rd party BPO players like Convergys and Sitel had set up shop in India, swelling the BPO movement to India. Then service arms of organizations like Accenture, IBM, Hewlett Packard, Dell too set up captives in India.

[edit] Size of industry
The industry has been very growing rapidly. It grew at a rate of 38% over 2005. For the FY06 financial year the projections is of US$7.2 billion worth of services provided by this industry. The base in terms of headcount being roughly 400,000 people directly employed in this Industry. The global BPO Industry is estimated to be worth 120-150 billion dollars, of this the offshore BPO is estimated to be some US$11.4 billion. India thus has some 5-6% share of the total Industry, but a commanding 63% share of the offshore component. The U.S $7.2 billion also represents some 20% of the IT and BPO Industry which is in total expected to have revenues worth US$36 billion for 2006. The headcount at 400,000 is some 40% of the approximate one million workers estimated to be directly employes in the IT and BPO Sector.
The related Industry dependent on this are Catering, BPO training and recruitment, transport vendors, (home pick up and drops for night shifts being the norm in the industry). Security agencies, Facilities management companies.

Big organizations in indian BPO

The Dataquest BPO Top 20
SLK GLOBAL BPO SERVICES
Bootstrap Technologies Pvt Ltd.
Genpact
Transworks
IBM Daksh
TCS BPO
Cambridge Solutions
WNS Global Solutions
Wipro BPO
Convergys India
Firstsource Solutions
HCL BPO
Aegis BPO
Infosys BPO
EXL Services
Outsource Partners International
Sutherland Global Services
vCustomer
HTMT Global
24/7 Customer
Aptara
e4e
MphasiS BPO
Source : dqindia.ciol.com/dqtop20/2007/sas&bpo07/

[edit] Captive
Motorola
Nokia
Option One
Prudential
Principal Financial Group
Reuters
Siemens
Standard Chartered Bank
Tesco
UBS AG
United Health
Yahoo
aMarketForce

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