Outsource to India. Author Mike Mattsen CEO

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Outsource to India. Author Mike Mattsen CEO"

Transcription

1 Outsource to India Author Mike Mattsen CEO

2 01 Executive Summary "India has always been a large delivery centre with size and the ability to scale and we are seeing the pendulum starting to swing back to India" TJ Singh, vice-president at consultancy firm Gartner told ET. Last year, the Associated Chambers of Commerce and Industry in India estimated that the country had lost over 50 per cent of the international voice center business to the Philippines. At the dawn of the Indian BPO industry in the nineties, voice call centers handled customer service, telephonic sales and collections. Being a BPO leader for more than a decade, the country started losing business to the Philippines (more in the past seven to eight years) owing to a variety of reasons. While the Philippines has an advantage with closer cultural affinity & good infrastructure, as the operations progressed they struggled with more restrictive hiring practices (harder to remove underperformers), rising attrition levels (two primary markets meant lots of same city competition for talent) and higher wage costs - all of these factors eventually leading to business risks. The BPO market in the United States is expected to grow at 4.3 per cent CAGR, reaching $97.3 billion in 2017, according to research firm IDC. Even with increased emphasis on firms offering work from home agents and the like, the US marketplace will continue to feel cost pressure and continue to look offshore and near shore for at least a significant chunk of their voice and back office needs. Recent trends show that India is winning back some voice based BPO services with the increasing challenges for the Philippines. With the changing needs of the customers, India has been able to showcase expertise with not just voice services but has also excelled in multi channel customer service offerings. The business partners no longer just want the customer interactions to be handled at a cheaper cost but are looking for a lot more from the organizations. The clients want to walk hand in hand in order to achieve business goals. While the Philippines majorly offer voice services, there are many areas that work in India's favor India as a country is a great partner to work with Greater intellectual pool in India compared to the Philippines It is more cost effective overall to outsource to India There is a decreasing attrition trend over the last couple of years in India "We have a large e-commerce company that asked us to move some jobs to India because there are better skills here to both sell and upsell services. We moved 600 jobs to India from the Philippines for this client," Sandip Sen, CEO of Essar Group's BPO arm Aegis, told ET.

3 OUTSOURCE TO INDIA 02 History of Outsourcing - India Vs The Philippines 2015 Stats Philippines will grow to $21.1 bn compared to last year $18.4 bn India will grow to $26 bn compared to last year $20 bn

4 03 A Quick Comparison - India Vs Philippines When it comes to business process outsourcing services, both India and the Philippines are quite well known for being the top choices for large multinational organizations. The argument on which one of the two is better has been going on for quite some time now and both India & the Philippines have their own unique selling points when it comes to delivering the value in outsourcing. While the competition gets stronger each year, each of these countries continues to capitalize on something that the other cannot offer. For e.g. clients of the Philippines based firms have been relatively more comfortable with accent, communication & soft skill aspects of the transactions, while the firms outsourcing to India enjoy more analytical & technical expertise as needed for their business. India has been an older player in the IT & ITES sector and has a considerably larger share of the pie as compared to the Philippines [India has about $118 Billion in contrast to the Philippines stands around $15 Billion, approximately 12.7% of India's share]. While some Investors and outsource shoppers have been looking at the Philippines mainly because of their accent & soft skill capabilities, India still remains quite attractive, with great price levels and a greater overall maturity of the industry i.e. ITES ecosystem, easy availability of resources and skills for all kind of IT & Transactional BPO outsourcing. Taking a deeper look at the current cost structures of service providers of both countries (factoring in all operating costs with special consideration to the cost structure of Tier 1 cities where most of the industry is clustered in), India actually has a marginal advantage as the overall cost of operations in the Philippines is slightly higher than in India. The overall quality of infrastructure between the Philippines and India are also largely comparable, but one of the key differentiating aspect for India is the spread of about 50 key delivery locations where IT & BPO delivery work is carried out, whereas the Philippines has only one or two main destinations (Manila and Cebu). As such India is able to boast superior scale and overall ecosystem for a robust inter-city BCP operating environment, although the Philippines continues to aggressively work to improve its infrastructure/eco-system as well.

5 04 A quick Comparison - Offshore versus Near shore While the advantages of global outsourcing are well known, there is a difference between outsourcing to an offshore distant country than to a near shore closer country. The main reasons for choosing one over the other are usually not based on distance but mostly cultural. To some organizations, offshore outsourcing may appear more risky and complex. On the other hand, near shoring is considered to be relatively easy (considering the similar geographical, political, historical and cultural backgrounds as the outsourcing company). There are also a few auxiliary benefits of near shoring such as being on similar time zone, allowing business transactions to be executed during the same time as the customers. Also, site visits or related travel can also happen faster and more frequently. However, near shoring when compared to offshore options is definitely a dent in the budgets. While this is still cheaper than getting the work done onshore, near shore entities are going to be pricier than the offshore counterparts for the very same reasons they stand out i.e. their geo-political position. Plus, it's not always true that the economical/political conditions of the neighboring countries are always going to be profitable for the outsourcing venture. For instance, an American company outsourcing projects to Canada would end up paying almost the same as they would onshore thereby this venture doesn't translate into monetary savings, instead add expenses for travel, legal affairs, etc. but the only gain is to open up trade between two countries. Overall capacity is also a challenge for many currently popular near shore venues. By and large, these are smaller countries in central and south America and they only have a finite quantity of skilled or trainable resources. Many hit a wall in terms of available resources fairly quickly and those who try near shore after this wall face declining productivity. Eventually when everything comes down to cost, given all of these factors, near shore can never compete with the hourly rates o f offshore companies. Also, given the fact that offshore companies consistently work to reduce their limitations (contributed by geography, and cultural differences) i.e. through the 24/7 support model, the linguistic capabilities, better analytical resource availability, etc. the level of service of offshore entities are almost at par to their near shore competitors. In the end, based on the cost benefit ratio of whether to go with near shore or offshore, as the solution for outsourcing, offshore does win more points, and as a result, continues to be the largest benefactor of global outsourcing seats.

6 05 What is the recommendation from one global outsourcing veteran? I've run several thousand FTE operations in North America, South America and Asia. From these experiences, the data points cited within this document and my personal experience, if I were making decision to outsource now, I would strongly consider India again for your VOICE, as well as back office, needs. Here are several reasons why India is more pro-global business now than it has EVER been -- With the current political stability under Prime Minister Narendra Modi, a lot of government aided initiatives are being carried out to attract foreign investment. As part of the Indian government's vision of creating jobs in Tier 2 and 3 towns, the government is initiating funding to the BPO industry. This has been a key agenda item of the new government. This eventually may lead to lower costs for outsourcing, even considering inflationary pressures. There have been various policies and concessions introduced by the Government of India to fast track the growth of IT enabled outsourcing market considering the growing importance of the BPO industry. Led by associations such as National Association of Software and Service Companies (NASSCOM), there is a huge drive for India to become the global hub for IT-enabled outsourcing in the future. From 1990s, India has evolved into providing more specialized services compared to providing low-end technology services.

7 06 2. India has great intellectual talent and can offer a higher ROI though bundled analytics (Because India has the skills) Gone are the days when clients were just looking for an organization to listen to customer interactions, there are a lot of unsaid needs that the clients are looking to be fulfilled. With the intellectual ability, India has been able to offer analytical expertise leading to high return on investment. With the demanding nature of the industry and the customers, there is a constant need to offer more and new approaches that live upto the expectations and meets the needs of the end user. It should be noted that to keep up with the raising of the bar of clients requesting more advanced analytical data along with the performance itself, the Philippines actually has over 100K supervisory, managerial and analytical support resources on the ground there FROM India. Going to the source country instead, PROVIDED you select partner(s) who have the DNA to deliver both above goal services AND the value-add business insights, has an absolute and significant ROI.

8 07 3. When adding up ALL costs (labor and infrastructure), more cost-effective To facilitate globalization, the governments of both countries are open to foreign investment and facilitate globalization. However, the Philippines is relatively new in the outsourcing business. With better infrastructure and Technology, India offers cheaper rates. The population and the average age serve as a huge advantage for India enabling it to have a stronger future in the BPO Industry. Based on workforce availability, India has a great advantage. They are the seventh largest country in the world with over 1 billion population according to 2011 census, whereas, the Philippines's population is just 94 million according to a 2010 estimate. In India over 50 percent people fall in the below 25 years category which works as well in terms the younger generation being more aligned to the business needs. There is a pool of thousands of graduates and post graduates created per India's education system which is much needed for the BPO industry. With respect to Technology, the data entry jobs are still there in India, but the complexities of the outsourcing projects India is undertaking is increasing day by day. The Indian technological institutes are world class and help in good talent with technical expertise. The Philippines too is catching up in this field but it still needs to grow a lot to match the IT infrastructure of India. The ISP, networking and telecom brilliance make India a strong player in outsourcing business.

9 08 4. Decreasing attrition trends in India translate into even greater value Considering the attrition rates with onshore, the offshore attrition levels have never been that high but have been steadily increasing. Sometimes it is not unusual to see an annual attrition rate of 60% for some specialized offshore voice processes but in the end they have a large impact on the overall cost. Recent studies show that smart Indian BPO's are utilizing a variety of methods starting with the selection process at the hiring level (much more sophisticated assessment of voice and listening skills as well as fit of applicants within the organization) and continues till induction training, nesting as well as production. Comparing the performances of the India and the Philippines resources, the top voice agents in India have always performed as well or better than the top agents from the Philippines. The challenge was always that after the top tier, India voice agent quality was not as consistent and therefore, overall voice performance was lower. The investment that smart outsourcers leverage to find the best voice agents ensures more emphasis in building a work culture where those same agents will stick relatively longer with the organization. India's smart outsourcers have discovered that through more elaborate selection process, niche talent can be identified, nurtured and retained. Conclusion: In summary, even companies who tried India for voice before and then decided to move it elsewhere, would be well served to take another look at India for selective voice outsourcing needs. It requires finding outsource partners who have the experience and innovation to leverage smart hiring to build and retain teams that can meet voice quality needs, as well as a deep focus on analytics so that the overall value delivery will encompass the whole package. For companies who do this, their return on investment will be significant.

DELIVERING WORLD-CLASS CUSTOMER EXPERIENCE

DELIVERING WORLD-CLASS CUSTOMER EXPERIENCE DELIVERING WORLD-CLASS CUSTOMER EXPERIENCE SOUTH AFRICA S PROPOSITION FOR CONTACT CENTRE BPO BUSINESS PROCESS OFFSHORING We speak your language A leader in Contact Centre 5 of the top 10 global voice companies

More information

The International ICT Sourcing Ecosystem Key value enablers

The International ICT Sourcing Ecosystem Key value enablers The International ICT Sourcing Ecosystem Key value enablers Dr. Randhir Mishra Regional Director Central and Eastern Europe Satyam Computer Services Ltd randhir_mishra@satyam.com Agenda The ICT value enablers

More information

SOFTWARE NEARSHORING TO CANADA: STILL HOT OR NOT?

SOFTWARE NEARSHORING TO CANADA: STILL HOT OR NOT? SOFTWARE NEARSHORING TO CANADA: STILL HOT OR NOT? How to remain a cost-competitive outsourcing venue in the aggressively growing offshoring market By Oxagile media communications department, www.oxagile.com

More information

INDIAN ITES-BPO INDUSTRY : NASSCOM ANALYSIS

INDIAN ITES-BPO INDUSTRY : NASSCOM ANALYSIS INDIAN ITES-BPO INDUSTRY : NASSCOM ANALYSIS The Global ITES-BPO Scenario Indian ITES-BPO continues to grow from strength to strength, witnessing high levels of activity both onshore as well as offshore.

More information

10 Reasons to Outsource to the Philippines.

10 Reasons to Outsource to the Philippines. White Paper. 10 Reasons to Outsource to the Philippines. 10 Reasons to Outsource to the Philippines. By: Joe Doyle Vice President, Sitel Global Marketing White Paper. 10 Reasons to Outsource to the Philippines.

More information

Summer 2004. Outsourcing Survey Results. A Trestle Group Research Report 25% 35% 12% 14%

Summer 2004. Outsourcing Survey Results. A Trestle Group Research Report 25% 35% 12% 14% A Trestle Group Research Report 25% 35% 12% 14% Table of Contents INTRODUCTION TO THE SURVEY 3 About the Survey 3 About Trestle Group Research 3 OUTSOURCING TODAY 4 IT Outsourcing 4 BPO 5 Outsourcing Destinations-

More information

EXTENDING YOUR REACH GLOBALLY THROUGH OUTSOURCING

EXTENDING YOUR REACH GLOBALLY THROUGH OUTSOURCING WELCOME EXTENDING YOUR REACH GLOBALLY THROUGH OUTSOURCING Realizing benefits An Insight by: Dr. Madhu Singh, PMP VP Telecom Group Global Consultants Inc. (GCI) Outsourcing (i.e., Global Sourcing) A Mantra

More information

R&D Globalization: Service Provider

R&D Globalization: Service Provider R&D Globalization: Service Provider Landscape in China March, 2009 A Syndicated Report This report is solely for the use of Zinnov client and Zinnov personnel. No part of it may be circulated, quoted,

More information

ICT: Business Process Outsourcing / English Voice Services

ICT: Business Process Outsourcing / English Voice Services PROFILE OF INVESTMENT OPPORTUNITY ICT: Business Process Outsourcing / English Voice Services Ready access to available labour pool Highly competitive wage rates Greenfield investment opportunity Easy access

More information

India-US Technology Marketplace: An M&A Perspective

India-US Technology Marketplace: An M&A Perspective Then and Now Outsourcing models have evolved to obtain a high level of maturity over the past four decades. Starting with the In-house units for specialized tasks as was the case in 1960s down to the modern

More information

Outsourcing and Offshoring Satisfaction Study

Outsourcing and Offshoring Satisfaction Study Outsourcing and Offshoring Satisfaction Study Offshoring and the Impact on Customer Satisfaction While firms are increasingly offshoring front office functions such as customer service and back office

More information

Philippine call center sector worries as workers find other callings CLIFF VENZON, Nikkei staff writer

Philippine call center sector worries as workers find other callings CLIFF VENZON, Nikkei staff writer March 12, 2015 12:00 am JST Philippine call center sector worries as workers find other callings CLIFF VENZON, Nikkei staff writer A recruiting poster for a Manila call center touts competitive wages.

More information

Tonse Telecom Knowledge Process Outsourcing

Tonse Telecom Knowledge Process Outsourcing Tonse Telecom Knowledge Process Outsourcing About Tonse Telecom Tonse Telecom is a focused knowledge processing and research group dealing with emerging technologies in the telecom industry across the

More information

Analyzing Global Business Process Outsourcing Locations: US, Latin America, South/Southeast Asia

Analyzing Global Business Process Outsourcing Locations: US, Latin America, South/Southeast Asia Accelerating success. Colliers Strategy & Innovation Insights THIRD QUARTER 2015 Analyzing Global Business Process Outsourcing Locations: US, Latin America, South/Southeast Asia Colliers Strategy & Innovation

More information

Offshoring in high-tech and telecom

Offshoring in high-tech and telecom High-tech and Telecom Industry Offshoring in high-tech and telecom 2010/March In this issue Contact centers, innovation services, and information technology are key offshoring activities in the high-technology

More information

Innovation & Quality for Higher Competitiveness of Companies

Innovation & Quality for Higher Competitiveness of Companies Innovation & Quality for Higher Competitiveness of Companies www.wipro.com DEVENDER MALHOTRA & SHALABH SRIVASTAVA WIPRO BPO Table of Contents Introduction...1 Understanding Innovation...2 Enablers of Innovation...2

More information

2012-2016. Philippine Information Technology and Business Process Management (IT-BPM) Road Map

2012-2016. Philippine Information Technology and Business Process Management (IT-BPM) Road Map 2012-2016 Philippine Information Technology and Business Process Management (IT-BPM) Road Map Executive Summary Investor Brief The information technology and business process management (IT-BPM) and global

More information

Onshoring vs. Offshoring. Choosing the Best Outsourcing Strategy for Your Business

Onshoring vs. Offshoring. Choosing the Best Outsourcing Strategy for Your Business Onshoring vs. Offshoring Choosing the Best Outsourcing Strategy for Your Business Overview Offshore Onshore Are you thinking about outsourcing your software development project, but you are not sure if

More information

Generating Better Results with Crowdsourcing

Generating Better Results with Crowdsourcing White Paper No Boundaries, Better Results. Generating Better Results with Crowdsourcing Leverage a Network of High-Quality Professionals for Customer Service By Stephen Bengtson, Vice President and General

More information

Talent & Organization. Change Management. Driving successful change and creating a more agile organization

Talent & Organization. Change Management. Driving successful change and creating a more agile organization Talent & Organization Change Management Driving successful change and creating a more agile organization 2 Organizations in both the private and public sectors face unprecedented challenges in today s

More information

The One Virtually Unknown Trick to Getting Onshore Call Center Quality with Offshore Pricing

The One Virtually Unknown Trick to Getting Onshore Call Center Quality with Offshore Pricing The One Virtually Unknown Trick to Getting Onshore Call Center Quality with Offshore Pricing The One Virtually Unknown Trick to Getting Onshore Call Center Quality with Offshore Pricing In an increasingly

More information

On offshore outsourcing IT and why India is the best bet. 3. The advantages of offshore outsourcing IT

On offshore outsourcing IT and why India is the best bet. 3. The advantages of offshore outsourcing IT On offshore outsourcing IT and why India is the best bet Contents 1. Introduction 2. Offshore Outsourcing IT 3. The advantages of offshore outsourcing IT 4. IT functions ideal for mid size companies to

More information

Outsourcing Vendor Selection Best Practices Series

Outsourcing Vendor Selection Best Practices Series Outsourcing Vendor Selection Best Practices Series By Kerry Ann Vales In association with Outsourcing Vendor Selection Best Practices Series Focus: Call Center In the ever-changing state of the global

More information

Remote Infrastructure Management

Remote Infrastructure Management Web Exchange Market Education Series Remote Infrastructure Management Ensure Value, Reduce Risk Presented by: Paul Schmidt Mike Slavin June 29, 2006 www.tpi.net Session Agenda Introductions and Stage Setting

More information

HR Outsourcing How to do it Right

HR Outsourcing How to do it Right HR Outsourcing How to do it Right IDC Human Resources Forum Midwest March 27, 2007 Atul Vashistha CEO, neoit www. neoit.com Agenda About neoit Background on HRO HRO Market & Market Trends Potential Benefits

More information

Outsourcing EntEring a new phase R. Nagesh.

Outsourcing EntEring a new phase R. Nagesh. 26 Entering a Outsourcing new phase The Indian outsourcing sector continues to expand at a steady pace as Indian ITeS players seek out new geographies, besides acquiring international firms. A report by

More information

Vodafone Global Supplier Management

Vodafone Global Supplier Management Vodafone Global Supplier Management Vodafone Global Enterprise One global communications supplier for streamlined processes, reduced costs and fully centralised management. Vodafone Power to you 78% of

More information

LEGAL OUTSOURCING INTO INDIA A CONCEPT PAPER

LEGAL OUTSOURCING INTO INDIA A CONCEPT PAPER LEGAL OUTSOURCING INTO INDIA - A CONCEPT PAPER 87 LEGAL OUTSOURCING INTO INDIA A CONCEPT PAPER SATISH MENON* BUSINESS PROCESS OUTSOURCING Business Process Outsourcing (BPO) refers to the conscious decision

More information

CONTACT CENTER OUTSOURCING

CONTACT CENTER OUTSOURCING CONTACT CENTER OUTSOURCING Evolving Delivery Models Shape a Dynamic Market By Mike McMenamin, Director www.isg-one.com INTRODUCTION The economic recession of 2008 has had a significant impact on the global

More information

UNPARALLELED DIGITAL OUTSOURCING SOLUTIONS. Giving you reasons why you should rethink the value of your dollar

UNPARALLELED DIGITAL OUTSOURCING SOLUTIONS. Giving you reasons why you should rethink the value of your dollar UNPARALLELED DIGITAL OUTSOURCING SOLUTIONS Giving you reasons why you should rethink the value of your dollar CONTENTS What We Do The Benefits Client Requirements Our Process Management Strength Why the

More information

I will be exploring the E-Learning Industry from top-down, identify Leading players and possible investment opportunities.

I will be exploring the E-Learning Industry from top-down, identify Leading players and possible investment opportunities. Investment Opportunities in India: E-Learning -Kaushank Khandwala India is a vibrant economy brimming with optimism that wakes up every morning a little younger in age, but infinitely more ambitious in

More information

ANALYSIS OF PROFITABILITY IN INFORMATION TECHNOLOGY ENABLED OUTSOURCING FIRMS IN INDIA

ANALYSIS OF PROFITABILITY IN INFORMATION TECHNOLOGY ENABLED OUTSOURCING FIRMS IN INDIA ANALYSIS OF PROFITABILITY IN INFORMATION TECHNOLOGY ENABLED OUTSOURCING FIRMS IN INDIA Dr. Preeti Singh 1 Abstract Outsourcing is basically a third party performance of functions once administered in-house

More information

Life Cycle of Captive Business Process Outsourcing Units

Life Cycle of Captive Business Process Outsourcing Units Life Cycle of Captive Business Process Outsourcing Units The divestiture of General Electric Capital International Services (later the name was changed to the acronym GECIS) by GE to let General Atlantic

More information

INTRODUCTION. http://edition.cnn.com/2005/world/asiapcf/09/14/india.eye.outsourcing/

INTRODUCTION. http://edition.cnn.com/2005/world/asiapcf/09/14/india.eye.outsourcing/ INTRODUCTION Offshore Outsourcing: General Electric does it. Extreme Networks does it. When General Electrics did it in 1998 at the beginning of the outsourcing boom, the company saved $125 million annually.

More information

Indian Knowledge Services Outsourcing Industry. Creating Global Business Impact

Indian Knowledge Services Outsourcing Industry. Creating Global Business Impact Indian Knowledge Services Outsourcing Industry Creating Global Business Impact Executive Summary Knowledge Services Outsourcing: A Global Perspective The growth of the Indian BPO industry has been both

More information

Organizing for Sourcing Excellence Insights for impact on profitability and revenue.

Organizing for Sourcing Excellence Insights for impact on profitability and revenue. Organizing for Sourcing Excellence Insights for impact on profitability and revenue. The Transformation of Procurement Strategic decision making opportunities that can have immediate impact on profitability

More information

SOURCING INSIGHT Legal Process Outsourcing A Trestle Group Research Publication

SOURCING INSIGHT Legal Process Outsourcing A Trestle Group Research Publication SOURCING INSIGHT Legal Process Outsourcing Over the past 7 to 8 years, Trestle Group has witnessed legal process outsourcing (LPO) gaining major importance in the sourcing sector, adding to the ever growing

More information

GLOBAL TRENDS IN OFFSHORING AND OUTSOURCING

GLOBAL TRENDS IN OFFSHORING AND OUTSOURCING International Journal of Business and Social Science Vol. 2 No. 16; September 11 ABSTRACT GLOBAL TRENDS IN OFFSHORING AND OUTSOURCING Nora Palugod, Ph. D. Assistant Professor of Business The Richard Stockton

More information

McKinsey Global Institute. June 2010. Growth and competitiveness in the United States: The role of its multinational companies

McKinsey Global Institute. June 2010. Growth and competitiveness in the United States: The role of its multinational companies June 2010 Growth and competitiveness in the United States: The role of its multinational companies US multinational companies as a percentage of all US companies

More information

MARTECH. Transforming Marketing through Technology

MARTECH. Transforming Marketing through Technology MARTECH Transforming Marketing through Technology Foreword Welcome to our point of view on the amplifying role of technology in the marketing function and the current standing and future potential play

More information

Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.

Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality. itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing

More information

Business Process Outsourcing. Finding the Right Business Process Outsourcing Opportunities to Achieve High Performance

Business Process Outsourcing. Finding the Right Business Process Outsourcing Opportunities to Achieve High Performance Business Process Outsourcing Finding the Right Business Process Outsourcing Opportunities to Achieve High Performance Between 2011 and 2013 the global Business Process Outsourcing (BPO) market is projected

More information

Market Size and Growth:

Market Size and Growth: Global Outsourcing of presents significant opportunities Market Size and Growth: 2006 2012 CAGR Tot. Spend $850B $930B 1-2% Tot. Outsourceable Spend $170 - $250B $280-375B 6-8% Emerging Markets Spend $10

More information

While the BPO market continues to grow, how do you ensure outsourcing will work for you?

While the BPO market continues to grow, how do you ensure outsourcing will work for you? While the BPO market continues to grow, how do you ensure outsourcing will work for you? According to IDC, worldwide Business Process Outsourcing spend has grown from $380 billion in 2004 to $640 billion

More information

Why Egypt Your guide to Egypt s strengths as an outsourcing destination

Why Egypt Your guide to Egypt s strengths as an outsourcing destination egypton.com Why Egypt Your guide to Egypt s strengths as an outsourcing destination A world-class home for IT and business process outsourcing An abundant technically skilled and uniquely multilingual

More information

Chapter 5: Collaboration Trends

Chapter 5: Collaboration Trends 5. Collaboration Trends Among the Software Companies in the Study 5.1 Introduction The present chapter deals with the collaboration trends among the software companies in the study. The word collaborate

More information

OUTSOURCING. MODULE - III Service Sector OBJECTIVES. Notes

OUTSOURCING. MODULE - III Service Sector OBJECTIVES. Notes MODULE - III 11 OUTSOURCING Outsourcing is any task, operation, job or process that could be performed by employees within your company, but is instead contracted to a other party for a significant period

More information

Outsourcing in Romania Country Overview: Romania

Outsourcing in Romania Country Overview: Romania Outsourcing in Romania Country Overview: Romania Romania the largest market in South Eastern Europe 1000 km radius 1500 km radius Bucharest Area: Population: Capital city: European Union status Affiliation:

More information

Knowledge Processing Outsourcing (KPO) Transformation in the Operating Model for Fee-Earning Activities

Knowledge Processing Outsourcing (KPO) Transformation in the Operating Model for Fee-Earning Activities Knowledge Processing (KPO) Transformation in the Operating Model for Fee-Earning Activities Knowledge Processing (KPO) Summary Knowledge Process (KPO) is a form of outsourcing, in which knowledgerelated

More information

Offshoring Legal Services to India December 2005

Offshoring Legal Services to India December 2005 December 2005 Outsourcing to India: Beyond Call Centre series 1 Executive Summary With the maturing of offshoring, and increasing acceptance of India as a destination, a range of non-crm and non-transaction

More information

April, Investor Presentation

April, Investor Presentation April, 2016 Investor Presentation 2 Safe Harbor Certain statements in this presentation concerning our future growth prospects are forward-looking statements regarding our future business expectations

More information

Topic 1 Wealth Management

Topic 1 Wealth Management Topic 1 Wealth Management 1. Background Moderator: Hansjörg Germann, As Head of Strategy Development at Zurich, Mr. Germann is responsible for all aspects of the strategic asset allocation for the group

More information

INDEX Executive Summary Overview Takeover Track SMAC as a game changer Common Stock Comparison

INDEX Executive Summary Overview Takeover Track SMAC as a game changer Common Stock Comparison INDEX Executive Summary Overview Evolution of Indian IT Industry Current Industry Size Domestics Industry vs. Exports (FY2013) Industry Growth Drivers IT Exports Domestic IT Industry Porter s Five Force

More information

Recruitment Process Outsourcing Methodology Statement

Recruitment Process Outsourcing Methodology Statement Recruitment Process Outsourcing Methodology Statement Contents An Overview... 3 Steps To Success The Components of an Outsourced Recruitment Process... 4 Why Use RPO?... 6 Why Consult Group?... 8 About

More information

Domestic Outsourcing: Keeping Business Processes in Your Own Backyard DATAMARK, Inc. White Paper in association with the Outsourcing Institute

Domestic Outsourcing: Keeping Business Processes in Your Own Backyard DATAMARK, Inc. White Paper in association with the Outsourcing Institute Domestic Outsourcing: Keeping Business Processes in Your Own Backyard DATAMARK, Inc. White Paper in association with the Outsourcing Institute SYNOPSIS: Whether called domestic outsourcing, rural sourcing,

More information

BUSINESS ANALYTICS: Understand How Your Organization Works.

BUSINESS ANALYTICS: Understand How Your Organization Works. BUSINESS ANALYTICS: Understand How Your Organization Works. Hypersoft has developed Business Analytics for managers and executives to evaluate communication in any large diversified business landscape.

More information

WWW.WIPRO.COM. LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights

WWW.WIPRO.COM. LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights WWW.WIPRO.COM LEAP AHEAD FROM INSIGHT TO FORESIGHT Consumer & Retail Insights WIPRO CONSUMER GOODS DO BUSINESS BETTER PROVIDING MARKETERS WITH THE BEST-IN-CLASS PLATFORM TO DEPLOY DIGITAL MARKETING CAPABILITIES

More information

GLOBAL OPPORTUNITIES FOR BUSINESS PROCESS OUTSOURCING SECTOR

GLOBAL OPPORTUNITIES FOR BUSINESS PROCESS OUTSOURCING SECTOR GLOBAL OPPORTUNITIES FOR BUSINESS PROCESS OUTSOURCING SECTOR * Dr. K. NIRMALA PRASAD, M.Com.M.Phil.,Ph.D. **Ms. H.S.PRIYADARSHINI, M.Com., M.Phil., Over the last few years, the worldwide Business Process

More information

Sourcing Gets Smart. Revamping Strategies, Rethinking Technology. April 2012 Madeline Laurano

Sourcing Gets Smart. Revamping Strategies, Rethinking Technology. April 2012 Madeline Laurano Sourcing Gets Smart Revamping Strategies, Rethinking Technology April 2012 Madeline Laurano Sourcing Gets Smart: Revamping Strategies, Rethinking Technology Sourcing is the foundation of any successful

More information

Peter Duflo Managing Partner

Peter Duflo Managing Partner Virtual IT in the Cloud By Mike Pellegrino, who is the former CIO at Sun Products, CIO at Frontier Communications, VP of IT at FujiFilm Holdings America and now a strategic IT consultant and President

More information

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence

White Paper Preparing Your Contact Centers for the Customer Experience Tsunami. Transforming Passion into Excellence Preparing Your Contact Centers for the Customer Experience Tsunami Executive Summary Recently, Gartner surveyed 315 international companies with revenues of at least $500 million across the financial services,

More information

FIVE KEY PRINCIPLES FOR EXPATRIATE ROI. Working toward an effective program in an imperfect, rapidly changing world. By Yvonne McNulty, Ph.D.

FIVE KEY PRINCIPLES FOR EXPATRIATE ROI. Working toward an effective program in an imperfect, rapidly changing world. By Yvonne McNulty, Ph.D. FIVE KEY PRINCIPLES FOR EXPATRIATE ROI Working toward an effective program in an imperfect, rapidly changing world By Yvonne McNulty, Ph.D. Expatriation is a big topic and getting bigger. Tens of billions

More information

RESEARCH SUMMARY: Challenges with Offshore Business Process Outsourcing By neoit

RESEARCH SUMMARY: Challenges with Offshore Business Process Outsourcing By neoit Offshore Insights White Paper www.neoit.com November 2003 Issue 14 RESEARCH SUMMARY: Challenges with Offshore Business Process Outsourcing By neoit More than half of the world's top 500 companies outsource

More information

S T R A T E G I C P A R T N E R S H I P D A T A, N E T O W R K S P E O P L E, P R O C E S S, T E C H N O L O G Y, Europe

S T R A T E G I C P A R T N E R S H I P D A T A, N E T O W R K S P E O P L E, P R O C E S S, T E C H N O L O G Y, Europe S T R A T E G I C P A R T N E R S H I P WHERE INNOVATION BEGINS Web-enabled, transparent, optimized business processes, extensive data analytics, continuously innovated business solution for the P&C /

More information

1. You Need to Track EVERYTHING Religiously.

1. You Need to Track EVERYTHING Religiously. The 3 Main Things I ve Discovered After Making $2.1 Million Dollars in Revenue, Converting over 300,000 People into Leads, and Driving Millions of Visitors to My Landing Pages The Past Few Years 1. You

More information

Business Process Outsourcing Industry Report A BusinessWorld Special Report June 1, 2005

Business Process Outsourcing Industry Report A BusinessWorld Special Report June 1, 2005 Business Process Outsourcing Industry Report A BusinessWorld Special Report June 1, 2005 IV. Transcription outsourcing gains popularity By Ehden M. Llave-Pelaez Transcription service is fast becoming a

More information

Business Process Outsourcing and IT-enabled services

Business Process Outsourcing and IT-enabled services Business Process Outsourcing and IT-enabled services Nedelyn Magtibay-Ramos Workshop on Central Asia s Participation in Global Supply Chains and its Implications to Development Policies Tokyo, Japan 12

More information

BPO 2.0 Redefining The Very Basics of Business Process Outsourcing

BPO 2.0 Redefining The Very Basics of Business Process Outsourcing Telegenisys Outsourcing Excellence White Paper BPO 2.0 Refining the Very Basics of Business Process Outsourcing BPO 2.0 Redefining The Very Basics of Business Process Outsourcing Table of Contents INTRODUCTION

More information

Lead the Retail Revolution.

Lead the Retail Revolution. Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store,

More information

Offshore Models for Engineering Product Development

Offshore Models for Engineering Product Development Offshore Models for Engineering Product Development Captive Center Vs Vendor Partner Vijay Machigad, KNS Acharya In today s global economy, the word outsourcing has become synonymous with offshoring. Having

More information

Revenue Cycle Management: What s Next in Healthcare

Revenue Cycle Management: What s Next in Healthcare Revenue Cycle Management: What s Next in Healthcare FEBRUARY 2014 Table of Contents Introduction... 3 Background... 3 Study Design... 3 Common Overall Business Priorities... 4 Management Priorities...

More information

Systems of Discovery The Perfect Storm of Big Data, Cloud and Internet-of-Things

Systems of Discovery The Perfect Storm of Big Data, Cloud and Internet-of-Things Systems of Discovery The Perfect Storm of Big Data, Cloud and Internet-of-Things Mac Devine CTO, IBM Cloud Services Division IBM Distinguished Engineer wdevine@us.ibm.com twitter: mac_devine Forecast for

More information

Indo-Soft: Capacity Planning in Software Services

Indo-Soft: Capacity Planning in Software Services August 2006 Indo-Soft: Capacity Planning in Software Services At 8:00 a.m. there was still dense fog outside the office window. Venkat knew some software engineers on the Zinger team wouldn t be able to

More information

DMK International (2) Customer Segmentation and Customer Value Proposition

DMK International (2) Customer Segmentation and Customer Value Proposition DMK International (2) Customer Segmentation and Customer Value Proposition DMK International plans are designed to become a number one software outsourcing company in China. -- DMK International Corporate

More information

India Offshore Delivery Center

India Offshore Delivery Center India Offshore Delivery Center White Paper Copyright : Experis IT Pvt Ltd, India WHITE PAPER: In today s global economy, the word outsourcing has become synonymous with offshoring. Having an offshore strategy

More information

Marketing Analysis Framework of Business Process Outsourcing in China

Marketing Analysis Framework of Business Process Outsourcing in China Marketing Analysis Framework of Business Process Outsourcing in China WANG Xindi, GUAN Zhongliang School of Economics and Management of Beijing Jiaotong University, P.R.China, 100044 Abstract Business

More information

CRM and KM integration: its time has come

CRM and KM integration: its time has come WHITE PAPER CRM and KM integration: its time has come An integrated look at the functions of CRM and Knowledge Management today s business environment INTRODUCTION Until very recently, customer relationship

More information

How to sell on Amazon US. www.salesupply.com. Copyright 2008-2015 Salesupply AG, All rights reserved

How to sell on Amazon US. www.salesupply.com. Copyright 2008-2015 Salesupply AG, All rights reserved How to sell on Amazon US www.salesupply.com 1 Introduction The US e-commerce market with its $456bn annual turnover and 196 million online shoppers is ranging at the global top. It is also a market which

More information

Partner Sales Enablement Guide

Partner Sales Enablement Guide Partner Sales Enablement Guide Grow your business with financing from Cisco Capital Providing your customers with a financing option at the beginning of every purchase conversation can help you to meet

More information

Indian Domestic BPO. Moving Beyond Call Centers. Abstract

Indian Domestic BPO. Moving Beyond Call Centers. Abstract Indian Domestic BPO Moving Beyond Call Centers Partha Pratim Bose, Nikhil Gupta Abstract This white paper aims at providing an overview of the existing dynamics in the Indian domestic BPO sector. The paper

More information

China outsourcing EXPRESS DELIVERY FROM CHINA

China outsourcing EXPRESS DELIVERY FROM CHINA EXPRESS DELIVERY FROM CHINA [ 32 ] A Plus + August 2009 China s outsourcing industry may soon give India a run for its money, writes Naomi Martig Illustrations by Emilio Rivera III As the U.S. slides into

More information

QUICK FACTS. Modernizing a Retailer s Point-of-Sale System from Off Shore. TEKsystems Global Services Customer Success Stories.

QUICK FACTS. Modernizing a Retailer s Point-of-Sale System from Off Shore. TEKsystems Global Services Customer Success Stories. [ Retail, Application Management Outsourcing ] TEKsystems Global Services Customer Success Stories Client Profile Industry: Retail Revenue: Approximately $19 billion Employees: 30,000 Geographic Presence:

More information

Capture Share Report Global salesforce.com Systems Integration and Services Providers

Capture Share Report Global salesforce.com Systems Integration and Services Providers Capture Share Report Global salesforce.com Systems Integration and Services Providers September, 2014 Phil Hassey CEO capioit Capture Share Report Global salesforce.com Systems Integration and Services

More information

ICT and Globalization

ICT and Globalization ICT and Globalization Developments and Perspectives from the Indian IT-ITES Experience Presented to the OECD Working Party on the Information Economy Paris, June 2006 This material was used by NASSCOM

More information

Making virtual contact Six lessons for building a scalable customer contact model. Kim SOKOL

Making virtual contact Six lessons for building a scalable customer contact model. Kim SOKOL Making virtual contact Six lessons for building a scalable customer contact model Kim SOKOL /02 As service once again becomes a key differentiator for brands, the c-suite and operational staff are finally

More information

Make the Leap from ecommerce to Omni- Channel

Make the Leap from ecommerce to Omni- Channel Iaodesign/Shutterstock An ecommerce platform is the foundation for a successful Omni- Channel business model arvato Systems North America 6 East 32nd Street, New York, New York 10016 United States All

More information

The power of collaboration: Accenture capabilities + Dell solutions

The power of collaboration: Accenture capabilities + Dell solutions The power of collaboration: Accenture capabilities + Dell solutions IT must run like a business grow with efficiency, deliver results, and deliver long-term strategic value. As technology changes accelerate

More information

Closed blocks outsourcing How life insurers can reduce cost and improve focus

Closed blocks outsourcing How life insurers can reduce cost and improve focus Closed blocks outsourcing How life insurers can reduce cost and improve focus Introduction Life insurance is a business in which customers are serviced long after the sale. Servicing includes policy administration,

More information

THE CUSTOMER EXPERIENCE

THE CUSTOMER EXPERIENCE THE CUSTOMER EXPERIENCE PRIORITY ONE FOR CMOs IN ASSOCIATION WITH: CONTENTS Foreword...2 Introduction...3 Customer experience is the #1 priority for marketing executives... 4 Driving Growth Strategy...7

More information

A FRESH LOOK AT OUTSOURCING

A FRESH LOOK AT OUTSOURCING A Results Companies White Paper expect greater. 499 East Sheridan Street Dania, FL 33004 954.926.4147 TheResultsCompanies.com A FRESH LOOK AT OUTSOURCING HOW TO BEST USE CALL CENTER OUTSOURCING TO GROW

More information

HR Function Optimization

HR Function Optimization HR Function Optimization People & Change Advisory Services kpmg.com/in Unlocking the value of human capital Human Resources function is now recognized as a strategic enabler, aimed at delivering sustainable

More information

Performance Driven Customer Engagement

Performance Driven Customer Engagement Performance Driven Customer Engagement Concentrix Corporation President Chris Caldwell Japan Concentrix K.K. President Toshiyuki Namiki 2014 Concentrix Corporation Agenda 1. Breaking New Ground through

More information

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution

More information

The IT outsourcing market has been enjoying substantial growth for several years now. This growth is the result of a combination of factors:

The IT outsourcing market has been enjoying substantial growth for several years now. This growth is the result of a combination of factors: Firms and Markets IT Outsourcing Risks & opportunities for telcos Bruno TEYTON IDATE, Montpellierf T he growth of out-sourcing, first generated by IT infrastructures, now involves more and more business

More information

Singapore as the global wealth hub of the future?

Singapore as the global wealth hub of the future? essential for banking FEATURE ARTICLE Singapore as the global wealth hub of the future? Asia s allure in the private banking sector goes without saying. But the extent to which Singapore, specifically,

More information

English Telco Stability Support Services Agent Quality Cost Management Philippines 1 6 8 5 1 9 7 India 2 8 13 7 2 11 8

English Telco Stability Support Services Agent Quality Cost Management Philippines 1 6 8 5 1 9 7 India 2 8 13 7 2 11 8 Asian Call Centres: India versus The Philippines Last year, Asian Call Centers produced the first ever analysis comparing all the countries in Asia for their suitability for English-speaking offshore call

More information

WHITEPAPER. Engineering Services Outsourcing A research on drivers and trends

WHITEPAPER. Engineering Services Outsourcing A research on drivers and trends WHITEPAPER A research on drivers and trends 1 WHITEPAPER INTRODUCTION THE RESEARCH COMPANY QEDBATON QEDbaton delivers high impact demand generation solutions to technology companies across global markets.

More information

OUTSOURCING: REALITIES

OUTSOURCING: REALITIES OUTSOURCING: REALITIES Outsourcing a new mode of operation is the result of business enterprises continuous quest for achieving excellence. Outsourcing has come into the spotlight of business lexicon during

More information

Page 1. Transform the Retail Store with the Internet of Things

Page 1. Transform the Retail Store with the Internet of Things Page 1 Transform the Retail Store with the Internet of Things The Internet of Things is here today There s a new era dawning in the retail industry, and it s being driven by the Internet of Things. The

More information

Consumer Goods and Services

Consumer Goods and Services Accenture Risk Management Industry Report Consumer Goods and Services 2011 Global Risk Management Point of View Consumer Goods and Services 2011 Global Risk Management Point of View Consumer Goods and

More information