Indian IT & BPO industry

What is BPO? ,[object Object],[object Object],[object Object]

Facts of Indian BPO Industry ,[object Object],[object Object],[object Object]

Forex Earnings ,[object Object],[object Object]

Capabilities: Why go to India? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Indian BPO industry continues to grow rapidly Notes: (1) Leader locations are Bengaluru, Chennai, Hyderabad, Kolkata, Mumbai, NCR (Delhi, Noida, Gurgaon, Faridabad), Pune Source: NASSCOM Exports Domestic Indian BPO Sector Revenue (USD billion, percentage) CAGR 38% 37% 52% ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],3.4 7.2 12.5

However, most of this growth is currently concentrated in ~7 leading locations Success and economic growth of these locations has led to significant interest from other states / locations to leverage this sector as a growth driver for their economies ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Hyderabad Delhi Faridabad Gurgaon Bangalore Mumbai Pune Chennai Noida Kolkata

Findings indicate that the 50 locations in India are categorized along a typical four stage development path Location Classification Notes: (1) National Capital Region (NCR) includes Delhi, Noida, Gurgaon and Faridabad (2) Ahmedabad includes Gandhinagar (3) Chandigarh includes Mohali and Panchkula Increasing Location Attractiveness ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Leaders Challengers Followers Aspirants ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Current happenings and its potential effects on the Industry ,[object Object],[object Object],[object Object],[object Object],[object Object]

Mantra for future growth ,[object Object],[object Object],[object Object]

DELL CONFIDENTIAL Growth = Headcount Growth = Value Headcount Revenue Growth Headcount Non-linear is the mantra for future growth Last 7 Years : Way Forward : Revenue Growth Dell Presentation, NASSCOM 2008

Improving the platform . . . ,[object Object],[object Object],Sample ideas under implementation Define skill – sets based on complexity of processes Recruit contractors for simpler tasks Investigate options for leave encashment and carry forward of leaves Increase contractors Create multiple shifts for processes with TAT >1 day Share same set of seats across voice and data processes Rationalize demand for IT applications Redefine services levels appropriate to processes Benchmark AXA – Tech performance (AXA Presentation, NASSCOM 2008) Levers Change recruiting mix to reduce entry – level salary Reduce IT maintenance costs Increase seat utilisation Increase productive days Increase shift timing (hours/shift)

Domestic Market ,[object Object],[object Object]

References ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Indian IT & BPO industry

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Indian IT & BPO industry