A.5 ANNEXURE DETAILS OF SOME SERVICE LINES IN BPOS 1) Back-Office Operations / Revenue Accounting / Data Entry And Conversion / HR Services These are also called Transaction processes.these are low end back office activities that need some basic skill sets and are not necessarily vertical specific. Industries such as banks and aviation require large-scale data processing and data based decision-making capabilities. Indian companies provide data entry (paper to digital) and rule-set processing (applying present rules and criteria for processing) and are fast graduating to problem solving and decision-making. 2) Content Development / Animation / Engineering And Design / GIS -. This is a very upcoming segment of the Outsourcing market. 3) Customer Interaction Services - A customer care center is a service center with adequate telecom facilities, trained consultants, access to requisite databases, Internet and other online information support infrastructure to provide information and support to customers. Such centers are used for a number of customer-related functions like marketing, selling, information dispensing, advice, technical support etc. 4) Medical Transcription Services - Medical transcription accounts for 2% of the total Indian outsourcing services. Medical transcription was one of the first offshore BPO services to be launched from India. This service involves the transcribing of medical records from audio format or dictated by doctors or other healthcare into either a hard copy or electronic format. Other Services - The other services include online education or web based training, market research analysis using statistical packages, remote network maintenance and monitoring. 220
Some Specific Services Customer Support Services 5 Customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis. Customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc. Technical Support Services Technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support. Customers calling to resolve a problem with their home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware. Telemarketing Services Telesales and telemarketing outsourcing services target interaction with potential customers for 'prospecting' like either for generating interest in products and services, or to up-sell / promote and cross sell to an existing customer base or to complete the sales process online. Outbound calling to sell wireless services for a telecom provider, outbound calling, to retail households, to sell leisure holidays, outbound calling to existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit or debit cards etc. 221
Employee IT Help-desk Services Employee IT help-desk services provide technical problem resolution and support for corporate employees. of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, connectivity etc., office productivity tools support including browsers and mail, new service requests, IT operational issues, product usage queries, routing specific requests to designated contacts and remote diagnostics etc. Insurance Processing Insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing. NewBusiness/Promotion: Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk assessment, Policy issuance etc. Policy Maintenance / Management: Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification, Surrender Audits Accounts Receivable, Accounting, Claim Overpayment and Customer care service via voice/email etc. Data Entry Services / Data Processing Services Data is the backbone of any organization. Whether you are planning or analyzing,at every stage and every level, people in the organization require data. Data as such is not of any use, even if the best of the data is available. The data is required to be transformed into Information to get the best out of it. Today for the industries like IT that creates huge data processing everyday, it is very difficult and requires huge 222
investments as well as lots of time to keep the records up to date. It is now very important to outsource data entry jobs. Benefits of Data Entry Outsourcing: Security,Consistency,Fast development,low cost,better Presentation,Effective working atmosphere at the backend. Data Processing Services assist Data Entry, Form Processing, Image Processing and Word Processing Services usually assumed to be automated and running on a desktop. Data Processing becomes critical in finding online automatic outsourcing business services and solutions to the challenges faced in the day-to-day functioning of any business. Data entry from Paper/Books,Data entry from Image file,business Transaction Data entry like sales / purchase / payroll.,data entry of E-Books / Electronic Books,Data Entry : Yellow Pages / White Pages Keying,Data Entry and compilation from Web site,data Capture / Collection,Business Card Data Entry into different Format,Data Entry from hardcopy/printed Material into text or required format,data Entry into Software Program and application,receipt and Bill Data Entry,Catalog Data Entry,Data Entry for Mailing List/Mailing Label,Manuscripting typing into word,taped Transcription in to word. Copy, Paste, Editing, Sorting, Indexing Data into required format etc. Data Conversion Services Data conversion is the conversion of unstructured data into various digital formats. This function allows easy access to data, ensuring the business entity to function effectively and saves them a considerable amount of time and money. This preserves the valuable data stored over the years in the form of paper files and reports, before they get irrecoverably lost. 223
Conversion of data across various databases on different platforms Data Conversion via Input / Output for various media. Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement,conversion from Page maker to PDF format,conversion from Ms-Word to HTML format,conversion from Text to Word Perfect,Conversion from Text to Word to HTML and Acrobat,Convert Raw Data into required MS Office formats,text to PDF and PDF to Word / Text / Doc,Data Compilation in PDF from Several Sources,E-Book Conversion etc,scanning, OCR with Editing & Indexing Services,Scanning is the process of converting a paper copy, transparency, negative, or print to a digital file.highly skilled scanning technicians ensure accurate, high resolution scanning. Images are scanned into multiple formats such as TIFF, GIF, RTF, PDF, and JPEG. Once digitized, the documents and images are archived and stored onto a Compact Disc. The final output can be sent as an e-mail attachment, in CD, or directly uploaded through FTP,Indexing, Indexing plays a vital role in retrieval of the scanned images from the image storage. High speed Image-Scanning and Data capture services,high speed large volume scanning OCR Data From Scanned page / image,scan & OCR paper Book in to CD. ADOBE PDF Conversion Services,Conversion from paper or e-file to various formats Book Keeping and Accounting Services http://www.outsourcingbookkeepingservices.com/accounting_bookkeeping_clients.ph pbook Keeping services strive to help clients achieve operational efficiency by providing expertise and experienced handling of almost all the popular and widely used book-keeping and accounting software, with the flexibility to respond to today s ever-changing business environment 224
General Ledger, Accounts Receivables and Accounts Payable, Financial Statements, Bank Reconciliation,Assets / Equipment Ledgers etc. Form Processing Services: In this case forms that need to be scrutinized on several Insurance claim form,online Form Processing,Payroll Processing etc. Internet / Online / Web Research -Explain Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc. Logistic Services This includes warehousing, transporting and also higher level activities such as network design, materials management and procurement, integrating supply-demand planning and information technology application. Service example: Pick up and drop facilities given to employees of Call Centres, guests from Airport to Hotels and Office, Cafeteria services including supply of beverages and all activities related to supply chain management. End to end service providers vis-a-vis Niche service providers End to end BPO service providers are those to whom entire processes are outsourced. They perform like a One-Stop Shop where a single Service provider takes care of all the outsourcing processes, whether front end or back office. 225
Whereas niche service providers have domain expertise and have to work hard to carve a niche for themselves in the market. Among the niche areas, Knowledge Process Outsourcing and Legal Process Outsourcing are seen as sunrise activities. As the number of Service outsourcing activities, the number of Service providers have increased. This has in turn led to growing competition and thus changes in the Ownership patterns. The next section presents a detailed discussion of the different Ownership patterns, their pros and cons as well as the developments in the Industry which is manifested in the form of mergers and acquisitions in the Ownerships. 226