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Submitted By:

Sumeet Singh
MBA (Gen) B
Roll No. 89
• Thank to Saloni mam and Varun sir

• Thank to Manish and Khushboo

• The Base of ppt is Internet


Outsourcing is sub-
contracting a
process, such as
product design or
manufacturing, to a
third party
company.
Business process outsourcing
(BPO) is a form of outsourcing
that involves the contracting of
the operations and
responsibilities of a specific
business
functions (or
processes) to a
•Customer Support
Services
•Technical Support
Services
•Telemarketing Services
•Employee IT Help-desk Services

•Insurance Processing

•Data Entry Service / Data


Processing Service
• Data Conversion Services
• Scanning, OCR with Editing &
Indexing Services
• Book Keeping and Accounting
Services
Offshore Outsourcing
Nearshore Outsourcing

Onshore Outsourcing
Off shoring is a type of outsourcing.
It simply means having the
outsourced business functions done
in another country.
Offshore simply means "any
country
other than your own."
Nearshore outsourcing is the
practice of getting work done or
services performed by people in
neighboring countries rather than in
your own country
• Onshore outsourcing means
obtaining of services from
someone outside a company but
within the same country.
Focus On Core Activities
Cost And Efficiency Savings
Reduced Overhead
Operational Control
Staffing Flexibility

Develop Internal Staff

Continuity & Risk Management


WHY INDIA ?
•Human Resources
•Language
•Quality Manpower
•Government Policy
•Infrastructure
•Cost-effective
•Salary In India
•Time Zone Difference
•Back-Office Operations
•Customer Interaction Services
•Content Development /
Animation
•Medical Transcription
Services

•Other Services
A call centre is a place, which
interacts with the
customers, either by
making or receiving
calls, for
business purpose
On The Basics Of Geographic level :-
• DOMESTIC: Receiving & Making calls in same
country.

• International :Call made in one country &


received in other
country.
On The Basics Of Process :-
• Inbound Call Centre: The inbound call centers are those
that only receive the calls usually on toll free numbers from
the customers.

• Outbound Call Centre: Outbound call centers deals with


telemarketing and product
promotion. It requires technical
experience and expertise to ensure the
clients that you are the company that
is best.
Some Other Call Centre:-
• Web Enabled Call center :-The market for Web-enabled
call centers is burgeoning. Web enabled call centers deal
with online transaction and live chat.
• CRM Call Center :- CRM is a worthwhile endeavor to
ensure good returns on
investment In a CRM call center,
customers communicate in multiple
ways that include phone, e-mail, Web
chat, personal sales representative
• Telemarketing Call Center :- These call
centers deal with telemarketing and
promotion of services. Their primary goal is
to promote sales and customer satisfaction
• Phone Call Center :- They are usually
automated call centers that rout the calls
and uses IVR technology. They provide
24/7 answering and business services that
help keep the customers satisfied.
• IBM Daksh
• Reliance BPO
• First source BPO
• Aegis
• Wipro BPO
• HCL
• Overview:-one of the largest BPO provider in India
offering voice based services ,transaction
processing in CRM and F&A services line.
• Location:- Gurgaon, Bangalore , Mumbai, Pune ,
Kolkata, Chandigarh, Chennai.

• Employees:- 20000+
• Overview:- Subsidiary of Reliance
Communication, providing customer life cycle
management & customer contact solution
• Location:- Mumbai, Chennai
• Employees:- 10000+
• Overview:- A leading provider of customer life cycle
management across
BFSI, Telecom, Healthcare, and Media verticals.
• Location:- Bangalore, Chennai, Hubli, Kochi,
Kolkata, Indore, Mumbai, Pondicherry, and Trichy.
• Employees:- 21000+(accrose the world)
• Financials:- (2008) US $ 196.5 Mn
• Overview:- HCL BPO offers a comprehensive range
of voice/web based contact and front-office services
like technical support services, supply chain
management, finance and accounting services,
knowledge and legal services, customer life cycle
management and more.
• Location:- Noida, Gurgaon, Mumbai, Pune,Chennai,
Hydrabad, Chandighar, Kolkata, Bangalore,
• Revenue:- US$ 233.75 Million

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