ITES

§ ITES is defined as outsourcing of

processes that can be enabled with IT
and covers diverse areas like Finance, HR,
Administration, health care and
telecommunication etc
 ITES

§ ͞ Out sourcing in the broadest sense of a

term

§ ITES is model growing leaps and bound

globally and transparently assuring max
money-value.
 ITES

§ The growth of IT enabled Services (ITES) has

opened windows for job opportunities, service
offerings and foreign investments in India.

§ Nasscom says that India is well positioned to

derive benefits from the ITES market and
become a key hub for these services.

a

 uhat is IT Enabled Services ?

IT Enabled Services:
Industries that use Information Technology as an enabler to deliver
Services to its customers at a competitive cost and quality of service.
Segments: Call Centers, Transaction Processing, Medical Transcription,
Accounting Services, Engg. & Design, Remote IT Support etc.

Transaction Types:
Voice
- Inbound ʹ Customer Support, Remote IT Help Desk
- Outbound ʹ Collections, Tele-Sales
0

- e-mail, Imaging, Accounting,Transaction Processing
MORE INFORM ION
 ITES include the following

§ Back office operations

§ Call Centers
§ Content Development / Animation
§ Data Processing
§ Engineering and Design
§ Geographic Information System Services
§ Human Resource Services
§ Insurance Claim Processing
 ITES include the following

§ Legal Databases
§ Medical Transcription
§ Payroll
§ Remote Maintenance
§ Revenue Accounting
§ Support Centers
§ Web site services
 Expanding Zone
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Migrate From Basic Processes to High-End, End to End Outsourcing

 BPO Space in India

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x  # Ñeading Companies are Running Operations«.Successfully
 ITeS ʹ India
Market
ë
 M   Pl 
Captive Third-Party
ͻ Exl
ͻGE Capital
ͻ Daksh.Com
ͻ HSBC ͻ Wipro Spectramind
ͻ British Airways ͻ Convergys
ͻ Reliance
ͻ eFunds ͻ Bharti
ͻ ABN ͻ Infosys
ͻ mSource
ͻ Standard Chartered ͻ ICICI (Customer Asset.com)
ͻSingapore Airlines ͻ Satyam

Fastest growing industry ʹ 71% growth last year

 uorldwide Competition
I 
  A
Worldwide Software Export Market
Share
  Tax Breaks on Software Profits
  Rapidly Improving Telecom &
Infrastructure
  Good English͙Minimal in European

Languages
  1 -12 hour Time Zone Difference - But
Very Flexible Work Hours
  The Best Quality & Productivity in the
World
India has Greater Capacity and Quality
Il 
  ·
of all EU Software done in Ireland
  1
Tax on Software Profits until 2 1
  Good Telecom & Infrastructure, English
Language Skills
  Low Cost, But Not Lowest Worldwide
  Lower Emphasis on Quality Disciplines
Phl
   -4
Employee Turnover
  Lower Emphasis on Quality Disciplines
  Language, Infrastructure are Challenges
  Low Cost
 uhy India?
India Opportunity: Gold Mine Of Talent

ëopulation: 1B
Universities: 200
Colleges: 5,000
Sec. Schools: 84,000

Over 6MM Students Over 300MM English Low cost &

Enroll In Colleges - Reliable Infrastructure
~ 100% Bilingual Speaking ëopulation

Leverage Intellectual Capital͙.

 Nasscom has identified
the spectrum

§ Customer Interaction services including call

centers,

§ Back office operations/revenue accounting,

data entry, data conversion including finance
and accounting and HR services,

§ Transcription/Translation services
 Nasscom has identified
the spectrum

§ Content development/animation/engineering
and design

§ Other services including remote education,

data search, market research, network
consultancy and management as IT enabled
services.



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  ë

§ Contact center that are service facilities with

adequate telecom infrastructure,
§ trained consultants,
§ access to requisite databases,
§ Internet and other online information
infrastructure to provide information
§ support to customers round the clock, year
round.
 Critical Success
Factors

´ Skilled manpower
´ Robust telecom infrastructure
´ BCP/DRP
´ Basic Infrastructure at lower cost
´ Quality of service delivery
´ Well defined processes
´ Domain knowledge
´ Govt. support ʹ Deregulation, EOU, Tax benefits,
communication cost reduction

Infrastructure͙ key Factor in success of ITeS͙

 Typical Telecomm Infrastructure
for ITeS

 
 -




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ISP
ISP

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Telecom͙ Lifeline of IT Enabled Services

 Govt. Deregulation in
Telecomm

ù ITeS concessions

ͻ Sharing telecom bandwidth between ITeS companies

ͻ Internet & IPLC connectivity on the same LAN at India end
ͻ Sharing of hot sites : Independent & cross mapping
ͻ Simplified licensing procedures

ù Dismantling of monopolies lead to private participation, lowering prices and better

customer services. eg. Liberalization of ILD, NLD & Basic services
ù Corporatization of Dept. Of Telecom ʹ Formation of BSNL

Industry Centric Reforms

 Building Robust Telecom
Infrastructure




I

  l
ͻ Route diversity - Atlantic, Pacific
ͻ Media diversity - Satellite, Fiber,
ͻ Cable diversity - SE-ME-WE2/ FLAG, SAFE, i2i
ͻ Service provider diversity ʹ VSNL/STPI/Bharti,
ATT/MCI/Sprint/C&W/BT/Telstra
0


ͻ Route diversity ʹ Self Healing rings
ͻ Media diversity ʹ Fiber/Wireless (RF, Laser, Satellite)
ͻ Service provider diversity ʹ BSNL/Bharti/Reliance/Tata
Eq



ͻ Redundancy
ͻ World class products

Diversity & Redundancy Drive Reliability

 Challenges in ITES
business

§ Qualified manpower
§ Quality manpower
§ Trained manpower
§ Man power retention- biggest challenge
 ITES Resource
Challenge

§ Mind set about the industry

§ Mind set about the work culture

§ Mind set about the career prospects

 ITES Challenge

§ Voice based outbound caliber required soft

skills

§ Required volumes to cater college focus on

soft skills/ personality development

§ Growing IT flavor among students

 ITES career opportunity

§ No barriers of any technical (subject) skills

§ No barrier of any prior experience
§ Job immediately on completion of degree
§ General soft skills is only the requisite
§ General advantage of being in ITES job
including smart start up pay packs
 Advantage of ITES
career

§ All rounder develop of personality

§ Transformation from ability to speak in English
to Ability to think in English
§ Good work culture, good climate
§ Fast track movements in career ladder or
longevity of stay in ITES jobs
 Advantage of ITES
career

§ Prospects of switching over to day-shifts

§ Careers switch- over to IT not possible
§ Career growth to blue-chip
§ Global reach, relation ship
§ Global standard of functioning
§ Unlimited prospects of domain knowledge in a
variety of verticals