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Introduction.

Key players.

Attraction?

Why India?

Market Share.

Key Success.

SWOT

Distribution

References.

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A center equipped to handle a large volume of 

telephone calls. (especially for taking orders or serving

customers)

Contracting of the Operations & Responsibilities of a

specific business processes to a third party service

 provider.

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1. Back Office Outsourcing2. Front Office Outsourcing

1. Inbound Call centers.

2. Outbound Call centers.

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1. Genpact.

2. WNS Global.

3. TCS BPO.

4. IBM-Daksh.5. Wipro BPO.

1. IBM Global.

2. Accenture.

3. Hewlett Packard.

4. Mphasis.5. Ernst & Young India.

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No need of academic specialization.

No specific age bar.

Good work environment.

Good wages & Benefits.

Transport facilities.

Attractive lifestyle. Time flexibility.

Self independence.

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English speaking population.

Educated employees.

Telecom facilities.

Lower wages.

Human resources.

Conductive environment. Un-employment rate.

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avenue \ Year 2002 2003 2004 2005 2006 2007 CAGR

Offshore BPO

Revenue1,322 1,825 3,017 6,439 12,563 24,230 78.91

Indian BPO

Revenue912 1,205 1,961 3,928 7,412 13,811 69.35

Total BPO

Market110,167 121,687 131,171 143,090 157,033 173,070 9.45

CAGR in % 2002-07 Figures in $ million Source: Gartner Dataquest (May 2003)

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1. Rapid training module.

2. Employee benefits.

3. Career growth opportunities.

4. Cultural awareness.

5. Experience.

6. Governance framework.

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Talented Graduates.

English language benefit

Well developed IT industry.

Strong customer base.

Expensive & poor quality.

Scare foreign language skills.

Poor electricity supply.

Cultural differences.

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Time zone difference.

Increasing awareness.

Expansion of existing customers.

Political instability.

Competitors offers cheap BPO services.

Increasing technology automation.

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Retail Brand Name.

Relatively strong balance sheet.

Friendly Corporate Culture.

Profitable business.

High Price - Cheaper Alternatives

Unethical Leader 

Poor Marketing Nationally

Poor Customer Service

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Customer Deleveraging.

Low Interest Rates.

E-books Expansion.

Internet Video.

Intense Competition.

Gainful Employment.

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21

10

9

87

7

7

31

India

Russia

Philippines

Eastern Europe

United States

MexicoIsrael

Others

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http://en.wikipedia.org/wiki/Business_process_outsourcing

http://www.google.co.in/

http://www.gartner.com/it/page.jsp?id=942012

http://www.naukrihub.com/india/bpo/overview/swot/

http://gleez.com/articles/information/swot-analysis-for-bpo

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