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Related Information
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Benefits
The momentum for Business Process Outsourcing continues to grow as the
factors that force companies to focus on core competencies intensify. Gartner
predicts that the worldwide market for BPO will nearly triple from $106.7
billion in 1999 to $301 billion in 2004.
The key drivers for BPO include a shortage of skilled labor-not just in IT
but in other core areas such as HR and finance-mergers and acquisitions,
deregulation, and the competition and speed imposed by economic globalization.
What we bring to you
Having one
of the best offshore centre in India, we create
long term value for our clients by investing heavily in technology, quality,
infrastructure and processes. We customize specific solutions to meet specific
client's needs of our clients and work towards win-win partnerships with our
clients. Some of the significant benefits of working with us include:
Some of the
motivation factors as to why BPO is gaining ground are:
-
Factor
Cost Advantage
-
Superior
Competency
-
Utilization Improvement
-
Economy
of Scale
-
Business
Risk Mitigation
Availability of highly qualified skill pool and faster adoption of well-defined
business processes leads to higher productivity gains without compromising on
quality.
Customers
across verticals like Insurance, Banking, Pharmaceuticals, Telecom, Automotive
and Airlines seem to be the early adopters of Business Process Outsourcing. Of
the vertical listed above insurance and banking are able to generate bulk of the
savings purely because of the large proportion of processes they can outsource
like claims processing, loans processing and client servicing through call
centers.
Improvement
in cost, quality and productivity has encouraged customers to rapidly scale up
their offshore operations. It is no longer seen as a one-time cost reduction or
process improvement but customers are demanding year-on-year improvements in
process metrics.
Why BPO?
A
professional outsource partner can give your company customer care that’s
superior in terms of cost, control and quality.
Cost
-
Additionally, a partner with overseas-based facilities can provide your
organization with the cost benefits associated with a global talent pool,
without the hassle and expense of establishing a base so far from home.
-
Customer
care is a labor-intensive activity. Because of high turnover and tight domestic
labor pools, it requires ongoing investment in recruitment, training, background
checks and other human resources costs.
-
Thus the HR
department may end up spending a disproportionate amount of time seeing to the
needs of what may be a relatively small part of the overall operations of your
organization.
-
Dramatic
shifts caused by seasonal or even hourly volume changes also translate into high
costs.
-
An
outsource partner whose only business is customer care can more efficiently
allocate infrastructure and human resources, shifting and adding to them and
enabling you to expand the range and scope of your customer service operations
as required.
-
Your
organization need only pay for what resources it actually uses while retaining
the ability to add capacity as needed.
-
Additionally, a partner with overseas-based facilities can provide your
organization with the cost benefits associated with a global talent pool,
without the hassle and expense of establishing a base so far from home.
Control
-
In an
outsourced environment, the outsource partner assumes responsibility for
day-to-day operations while working closely with your organization to define key
objectives and long-term strategic plans. Thus you are assured that the CSRs
understand your mission and corporate philosophy so they can represent you in
the best possible manner to your customers.
-
The partner
provides regular, detailed reports on pre-established performance measures. Thus
rather than losing control, you gain a clearer picture of the efficiencies or
bottlenecks in the operations and are able to focus on results.
-
Outsourcing
enables your organization to focus attention more fully on its core businesses
and competencies.
Quality
-
An
outsourcing partner whose core business is providing quality customer care is in
the best position to give your customers the highest possible level of service.
-
Representatives are available 24x7x365, at staffing levels that are infinitely
flexible to meet peak demands related to season, time of day, product launch,
etc.
-
Working
from documentation, FAQ lists etc provided by you, they’re able to either answer
questions immediately, or seamlessly transfer them to more expert second-tier
help. The response time to you customer’s requests and queries is minimal.
-
In
addition, internationally based outsourcing partners have access to a global
pool of highly trained, motivated, English-speaking workers.
-
Outsource
customer-service companies operating in places such as India are able to hire
and retain professional, college-educated customer-care representatives at cost
factors well below those of call centers operating in the US.
Why Outsourcing from India?
Robust communication infrastructure, a large English-speaking workforce,
low labor costs, appropriate time-zone difference with the West and the brand
equity built by the software services sector are compelling reasons for choosing
India as the BPO destination.
The
international bandwidth situation has improved dramatically over the last 3
years with the launch of India's first private undersea cable. Moreover,
considerable bandwidth is also available to companies through state owned Videsh
Sanchar Nigam Limited - VSNL (partially owned by India's largest business
conglomerate). VSNL has strategic stakes and has negotiated contracts to use
parts of several international cables like SEA-ME-WE II, SEA-ME-WE III (40 GBPS
capacity), FLAG (10 GBPS capacity) and SAFE (40 GBPS capacity) offering
connectivity to most locations around the world. Other private operators in
India also have aggressive plans to build undersea cable with considerable
bandwidth over the next 2-3 years. Besides, the privatization of NLD operations
within India has resulted in the emergence of new players. The privatization of
the telecom Industry has resulted in significant drop in telecom rates.
Continuing competition in the industry with the recent entry of newer players
will see a further drop in telecom prices. As a result, the telecom costs have
dropped by 85% in 3 years.
Power
availability has also improved dramatically over the last 5 years, thus ensuring
power reliability at most ITES locations like Bangalore, Delhi, Chennai, Bombay,
Pune and Calcutta. Respective state governments in India have undertaken reforms
in the power sector to improve power supply to ITES companies.
The
Business Process Outsourcing industry in India has been growing 70 percent a
year and is now worth $1.6 billion, employing 100,000 people. And as McKinsey
analysts put it, BPO has to grow only 27 percent till 2008 to deliver $17
billion in revenues and employment of a million people.
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