EMIS Emerging Market Information Service IndiaBPO | Page 7
BPO Outsourcing in India
Top 10 Outsourcing Destinations, 2011
Country
India Indonesia China Bulgaria Philippines Jordan Singapore Thailand Lithuania Egypt Source: statisticbrain.com
Services Offered by Indian BPO Companies
Workforce
1,430,000,000 1,033,000,000 780,000,000 3,000,000 39,000,000 2,000,000 3,000,000 39,000,000 2,000,000 26,000,000
Overall Rating
7.1 6.9 6.4 6.4 6.3 6.2 6.5 6 5.9 5.8
Cost Index
8.3 8.6 7 8.8 9 7.6 6.4 8.2 7 9
Resources/Skills
6 4.3 5.6 2.9 2.8 2.7 5.7 2.3 3.9 0.9
Service
Description
Customer Support 24/7 inbound / outbound call center services that address customer Services queries and concerns through phone, email and live chat. Installation, product support, running support, troubleshooting, usage Technical Support support and problem resolution for computer software, hardware, Services peripherals and internet infrastructure. Telemarketing Services IT Help Desk Services Interacting with potential customers and creating interest for the customer's services/ products. Up-selling, promoting and cross selling to existing customers and completing online sales processes.
Top 15 BPO Companies, FY 2012
Ranking 1 2 3 4 5 6 7 Company Name Genpact India Pvt. Ltd. Tata Consultancy Services BPO Aegis Ltd. Wipro BPO Firstsource Solutions Ltd. Aditya Birla Minacs Worldwide Ltd. WNS Global Services (P) Ltd. Ranking 9 10 11 12 13 14 15 Company Name Serco Global Services Ltd. EXL Services Hinduja Global Solutions Ltd. HCL Technologies Ltd. - Business Services Hero Management Service Ltd. Mphasis Ltd. Syntel Ltd.
Level 1 and 2 multi-channel support, system problem resolutions, technical problem resolution, office productivity tools support, answering product usage queries and performing remote diagnostics. Insurance New business acquisition and promotion, claims processing, policy Processing maintenance and policy management. Data entry from paper, books, images, e-books, yellow pages, web sites, Data Entry and business cards, printed documents, software applications, receipts, bills, Data Processing catalogs and mailing lists. Data conversion for databases, word processors, spreadsheets and Data Conversion software applications. Data conversion of raw data into PDF, HTML, Word Services or Acrobat formats.
Bookkeeping and Maintenance of the customer's general ledger, accounts receivables, Accounting accounts payables, financial st ?????????????????????????????????????M?????????????????????)???A????????=???????????????????????????????????????????????????????????????M???????????????????????????????????????????????????=??????I??????%?????????????????????????????????????????????????????????????????????????????????((?()%?????? A<()9????Q?????????????????????????????????????????
???????% 4?????????M???????? ?????M??????????????????????????????????????????????%??????????????????????????????%??????????????????????M??????9MM
=4?()M????????????????????()M????????????????????????????????????????9MM
=4)??????????????????????????????????????????????????
???????
??????%?????M????????%??????????????%M$????????5??????????????????????((??((0