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1)
What is BPO / ITES?
2)
Why do companies outsource?
3)
What is the future of BPO?
4)
Will there be shift working?
5)
What is our Selection process?
6)
Would I be trained for these skills?
7)
Can I move to different projects/ departments?
8)
What are the different career paths we offer? |
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1)
What is BPO / ITES? |
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BPO is the
Long Term Contracting of a Company’s business processes
to an outside service provider. “Outsourcing” in the
broadest sense of the term, enables a corporation to BUY
instead of MAKE.
Alternate phrases are used for BPO, viz. :
Business Process Outsourcing (BPO)
Shared Services
I.T. Enabled Services (ITES)
Remote Services
In today’s wired and wireless world, since the main
vehicle of business processes is the computer, virtually
all business processes that need a PC, paper (images),
and a phone, and do not require face to face
interaction, can be outsourced to any part of the world.
Such routine operational services include third party
manufacturing, processing of payroll, movement of
inventory and goods, management of data centers, etc. |
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2)
Why do companies outsource? |
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The value
proposition of BPO service providers is creating value
from scale and skill. BPO Companies are more efficient
and operate at a lower cost due to their size and
technology.
Gartner has broken up the BPO space as follows :
Supply Chain Management
• Warehouse / Inventory
• Direct Procurement
• Transportation / Logistics
Operations
• R&D
• Contract Manufacturing
• Analysis / Quality Control
Business Administration
• Administration
• Finance & Accounts
• HR
• Billing
• Indirect Procurement
• Payment Services
Sales, Marketing, Customer Care
• Customer Selection
• Customer acquisition
• Customer retention
• Customer extension |
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3) What is the future of BPO? |
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BPO is one of
the most rapidly growing businesses in India. The world
market for I.T. Enabled Services (as defined by
McKinsey) in 2008, is estimated by them to total around
$142 billion. Of the above market, Nasscom McKinsey
report has estimated that India will export between
$21-24 billion (i.e. over Rs.100,000 crores) per annum
in 2008.
The Gartner India forecast for Global BPO market from
244.6 billion in 2000 to $599.9 billion in 2005,
segment-wise, is given below :
Industry Segment |
2000 |
2005 |
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H.R. |
31.09 |
85.76 |
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F
inance & Accounts |
9.26 |
24.86 |
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Payment Services |
20.90 |
53.00 |
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M. Business Admin. |
30.60 |
75.10 |
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Operations |
118.10 |
261.48 |
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Supply Chain Management |
20.90 |
53.60 |
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Sales, Mktg & Customer Care |
13.80 |
46.10 |
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TOTAL |
244.65 |
599.90 |
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According to an article in the McKinsey Quarterly (2003)
the BPO industry in 2002 was worth $32 –35 billion, just
1% of the $3 trillion worth of business functions that
could be performed remotely. The market, according to
them, is projected to grow by 30-40% annually over the
next five years. |
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4) Will there be shift working?
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Yes. Since our
clients are overseas based, due to the time difference,
shift working is required at times to meet clients
requirements. We have the following shift timings:
General shift 9:30am – 5:30pm
1st shift 7:00 am to 3:00 pm
2nd shift 3:00 pm to 11:00 pm
The major portion of our work currently is done in the
first 2 shifts & the General Shift. |
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5) What is our Selection process?
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We recruit
people from top colleges/ universities having
consistently good academics (First class throughout). At
junior levels, we recruit graduates & post graduates
from all disciplines for our BPO & Consulting divisions.
Our Consulting division mainly consists of engineers.
However our BPO division recruits graduate from other
disciplines such as arts, commerce, science, etc.
This selection depends on the requirement of different
projects, for e.g. some projects strong written English
skills are required and for others knowledge of taxation
may be required, for some abstracting skills may be
essential. The selection procedure involves interviews &
written tests and reference checks or recommendations.
We are an equal-opportunity employer. |
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6) Would I be trained for these skills?
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Yes. All new
recruits have to go through our induction program. We
have excellent training facilities, a separate training
department with dedicated internal faculty. We provide
general training for all our different processes and we
also have project specific training. We also have
refresher or advanced training courses to continuously
update skills of our employees. Besides technical
training, there is also soft skills/ behavioral training
in areas such as leadership, team building, etc.
In addition to this formal training, there are several
professional development courses provided to DTL staff
to groom them into world-class professionals.
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7) What are my chances of going abroad?
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For deserving
professionals, there are several opportunities to go
abroad. As we have our own offices in many countries,
there are many projects from time to time. Usually,
employees are sent after the first 12 months of service.
This gives enough time to understand the organization
and our processes. After this, depending on projects,
you get a chance to prove your mettle in overseas
projects. |
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8) Can I move to different projects/ departments?
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Yes. We have a
practice called internal job watch where all the
vacancies are declared internally. So if any employee is
interested in other functions, he / she can apply for
that position along with other candidates. The internal
employee would be given preference and if found suitable
would be transferred within departments. Besides this
there is systematic rotation within projects. This
system helps employees get cross-trained which increases
his skills inventory. |
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9) What are the different career paths we offer?
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Further steps
of growth could be in the position of a trainer or human
resource personnel
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