ITES INDUSTRY ANALYSIS

(INFORMATION TECNOLOGY ENABLE SERVIES)

PRESENTATION
BY
B.MOHAN
ROLLNO :07K01E0005
 Self Introduction

• Name:B. Mohan Das

• DOB: 31-12-1984
• Weakness : Innovative
thinker
• Strength : Executive
ability is prominent in
my make up
• Worked as
tutor(3years), IT
recruiter (International)
 DEFINATION OF ITES
• ITES are the business process which are enable by IT.
• This business process is a part of the outsourcing industry.
It is dependent on information technology, hence it is also
referred to as information technology enabled services or
ITES. Call centre’s, Knowledge process outsourcing,
Medical transcriptions, Recruitment process outsourcing,
Financial process, marketing and legal process
outsourcing are some of the subsets of business process
outsourcing.Business missions demands more capable
systems and greater automation from IT
 BPO: Business process outsourcing
• Business process outsourcing (BPO) is an
organization entering into a contract with
another organization to operate & manage
one or more of its Business Processes.

Call centre ?
A call center is a centralized office used for
the purpose of receiving and transmitting a
large volume of requests by telephone.
 BPO: Industry size
• Revenue
• Percentage of share
• Percentage of
offshore share
BPO increasing the flexibility of
organizations
• Fee-for-service
• Focus on its core
competence
• Increasing the
speed of Business
Processes
• Finally, achieves
the organizational
life cycle
Challenges
• Although the above-
mentioned arguments favor
the view that BPO increases
the flexibility of
organizations, management
needs to be careful with the
implementation of it.

• Some tends to change their

attitudes, personalities and
character on how the way
they talk to other clients.
Although BPO has many
potential advantages there
are a few stumbling blocks,
which could counter these
advantages.
 Problems?
• Among problems, which arise in practice are:

• A failure to meet service levels, unclear contractual issues,

changing requirements and unforeseen charges. When
BPO does not work out as planned the company might well
experience the way in which BPO makes a company very
dependent on a vendor and therefore very inflexible.

• Consequently, these challenges need to be considered

before a company decides to engage in business process
outsourcing.
Threats?
 Problem that comes across?
• A major drawback involved, in Business Process
Outsourcing are the risks. Outsourcing of an Information
System,

• Risks and threats of outsourcing must therefore be

managed, to achieve any benefits. In order to manage
outsourcing in a structured way, maximizing positive
outcome, and minimizing risks and avoiding any threats
Different Types of Services
Being Offered By
BPO's:
BPO services
 Contd….
Customer Support Services
Technical Support Services
Telemarketing Services
Customer Support Services
Employee IT Help-desk Services
Insurance Processing
Technical Support Services
Data Entry ServicesServices
Telemarketing / Data
Processing Services
Employee IT Help-desk Services
Data Conversion Services
Book Keeping and
Insurance Accounting
Processing
Services
Form Processing Services:
Internet / Online / Web Research:
 ITES SERVIES
Customer Support Services Technical Support Services

Telemarketing Services

Form Processing Services

Data Entry Services / Data Processing

Internet / Online / Web Research:

Employee IT Help-desk Services

Insurance Processing

Data Conversion Services

Data Conversion Services
Challenges for a HR Professional
in BPO

• Brand equi ty

• Standard pre- job trai ni ng

• Benchm arks

• Custom er

• Lack of f ocused trai ni ng and

certi ficati ons
PLANING + EXECUTION + ACTION = Results
 Employee Benefits Provided by BPO
Companies

Indirect employees Fund

Provident Fund Medical Insurance bonus
Solution Governance
Employees growth chart
BPM

Employee Benefits
Job satisfaction Over seas training Promotions

Subsidized Food & Transportation

Service Governance
Service Service Service Service Service Service

IT Asset Governance

Performance based Incentives Cell Phones & Laptops

Recreation Cafeteria ATM Facilities Company Accommodation

Why people prefer to join ITeS
“many reasons , for joining ITes…”
 conti……..

Find nothing better to do.

Education level doesn't matter

Good work environment

Good Benefits

Flexibility of time

Attractive life style

Transport facility

Did not get a better job.

Top 15 BPO companies in India
• WNS Group •EXL Services
• Wipro •Tracmail Group
• Spectramind •GTL Ltd.
• Daksh e-Services •vCustomer
• Convergys •Hinduja TMT ltd.
• HCL Technologies •24/7 Customer
• Zenta •Sutherland
• Technologies •Cat Technologies
• ICICI Onesource
•Comat Technologies
• Mphasis BPO
Services
The Top Rankes
 Outsourcing BPO - The
Benefits
• This is the crux of the pro-outsourcing
argument. Outsourcing BPO Services to
India offers benefits not only in terms of
cost reduction, but also in terms of
increased productivity and quality.
Companies along with their customers
benefit since they can access some of the
best talent and expertise in the industry at
lower rates.
 Some Other Facts

• Outsourcing BPO to India - The Cost

Savings

• Outsourcing BPO to India - Creates

Jobs

• Outsourcing BPO to India - The

Value Addition

• Outsourcing BPO to India - The

Long Term Benefits
Outsourcing BPO Services to
Outsource to India
Growth of BPO’s over Years