2.  The global outsourcing industry is growing rapidly, and its set to grow
5.1 percent in 2013 where India total size of BPO industry is $20
billions.
 The total market size for the BPO industry is expected to reach $304
billion this year with industry-specific services representing $185
billion of the total.
 F&A BPO will see 7.8% year-over-year growth, HR BPO will undergo
5.6% year-over-year growth, and industry-specific BPO will see 5%
year-over-year growth.
 North America and EMEA (Europe, Middle East, Asia) will continue to
account for the vast majority of global BPO contracts.

3.  Information Technology
 Telecom
 Banking, Financial services & Insurance
 Retail
 Manufacturing
 Healthcare
 Legal services
 Telecom, Retail, Healthcare are the top potential sector for
outsourcing services

4.  The worldwide IT outsourcing (ITO) market is forecast to reach $288
billion in 2013, a 2.8 percent increase in U.S. dollars.
 The reason for the growth in this area is expansion of the
multinational companies expected to drive the growth in Asia
Pacific, Latin America and Greater China and expected to grow
over 13%.
 IT outsourcing services always have the highest share in comparison
of other vertical industry.
 According to Nasscom, in the last five years, India has lost about 10
per cent market share to the rest of the world in the world BPO
space.

5.  The global telecom outsourcing market is expected to reach a total
value of around $76 billion by the year 2016, and will grow at a
CAGR of 4% between 2012 and 2016.
 The main growth driver in the global telecom outsourcing market will
be carriers' desire to reduce their operating expenses and CapEx
 The main players in this industry include Alcatel-Lucent, Ericsson and
Huawei.
 Earlier telecom companies have looked to service providers for
intermediation services, database services, and various OSS/BSS
support but The next stage in evolution is to outsource value-added
services.

6.  Customer Acquisition
 Order entry
 Order fulfillment
 cross selling and up selling
 Operations and CRM
 Logging and Monitoring Service Requests
 Collection Analytics
 Usage Analytics
 Collection Analytics

7.  Sales & Contracts Administration
 Sales order tracking
 Ordering support
 Pricing
 Contract preparation
 Order management
 Billing
 Data management
 New product and services
 Service delivery process creation
 Technical Validation and Support

8.  The second most booming sector for outsourcing is Retail.
 US hold the biggest market share that outsources their services in
retail sector.
 The share of outsourcing in India is still 8% but it is a potential sector
for outsourcing business
 Biggest retail companies are looking for service providers to get
better outcomes by improving customer’s experiences and loyalty

9.  Customer services
 Sales support
 Account management
 Complaint management
 Coupons
 Gift card management
 Financial services
 Accounts payable
 Order to cash
 Credit management
 Order & billing management
 Cash applications
 Reconciliations
 Disputes & deductions

10.  The global healthcare BPO market is growing at a healthy CAGR of
21.4%.
 Healthcare provider outsourcing has the highest growth rate of
31.9% Healthcare payer outsourcing market will also grow at about
30% in the forecast period.
 U.S. is the largest source of outsourcing, followed by Europe.
 In Europe UK is the largest outsourcing market in public sector. In
Public healthcare sector NHS is now outsourcing 38% support
services like financial, procurement and payroll services.
 UK is the most potential market to pitch for healthcare outsourcing
services.
 Healthcare companies are looking to companies redefine their
operating model and maximize value from their business processes.

11.  Pre-service
 Bill preparation
 Receivables management
 Debt analysis
 Billing and submissions
 Collections
 Claims administration
 Overpayment recovery
 Fraud detection and investigation.
 Customer care

12.  The worldwide outsourced manufacturing industry reached
$404.5 billion, up 4.5 percent from $387.0 last year(According
to IHS).
 this year OEMs are expected to increase their outsourcing
activities to gain opportunities for expansion across multiple
industries.
 These industries include consumer electronics, industrial
electronics and automotive electronics.
 The next few years also look set to see rates of increase, by
2016 revenue is expected to amount to $451.9 billion

13.  Companies in the manufacturing sector have
been facing a number of problems such as
reduced demand, lower productivity, supply chain
inefficiencies, rising cost of raw materials and
aggressive competition.
 Outsourcing service provider helps manufacturing
companies streamline existing processes, improve
productivity and optimize the performance of their
manufacturing facilities.

14.  Marketing and Order management:
 New Customer Set-up
 Order Processing
 Billing and Invoicing
 Collections
 Order Status
 Customer Acquisition
 Master Data Management
- Customer
- Product
- Pricing

15.  Operations:
 Fault Management
 Change Management
 Sales Performance Reports
 Store Planning
 Market Intelligence
 After sale services:
 Product and Warranty Registration
 Warranty Analysis
 Warranty Claims Processing

16.  The United States of America is the largest outsourcer in terms
of both volume and value.
 United states is the largest outsourcer in Healthcare,
Information Technology, Legal, Financial services and retail
services.
 The next largest outsourcer is the United Kingdom.
 Other European countries are the third resource for
outsourcer to the emerging economies like India.