SWOT Analysis

STRENGTHS

WEAKNESS

Large no. of talented graduates

Affordable and quality education as
compared to developed countries

English language benefit

Well-developed IT industry

Expensive and poor quality telecom

infrastructure

Strong customer base of well known

companies

Poor electricity supply

Cultural differences

High attrition rates, therefore less no.

of people with extensive call centre
experience

Powerful venture capital interest in

investing in growth opportunity

OPPORTUNITIES

Horizontal and vertical expansion of

existing customer base into new
markets
Time zone difference between India
and target markets
Increasing awareness of outsourcing
services

Scarce foreign language skills other

than English.
Lack of customer service culture

THREATS

High Billing rates

Political instability

India's competitors in Eastern

Europe, Latin America and the Asia
Pacific regions offering cheap BPO
services

Increasing technology automation.