SUMMER TRAINING REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF POST GRADUATE CERTIFICATION IN FINANCE AND MARKETING

REPORT ON DOMESTIC COST STRUCTURE OF BPO INDUSTRY

SUBMITTED BY: SHAZI N SHAFIQ MBA (2008-2010) Enrollment No.:

INDUSTRY GUIDE BHANU JOSHI Senior Manager-Finance

FACULTY GUIDE RITU SHARMA Lecturer-AGBS

AMITY GLOBAL BUSINESS SCHOOL, NOIDA AMITY UNIVERSITY – UTTAR PRADESH

CERTIFICATE OF ORIGIN

This to certify that Ms. Shazi N Shafiq, a student of Post Graduate Degree in Finance and Marketing, Amity Global Business School, Noida has worked in the Vcustomer Services India Pvt. Ltd., under the able guidance and supervision of Mr. Bhanu Joshi , Senior Manager, Vcustomer Services India Pvt. Ltd. The period for which she was on training was for 9 weeks, starting from 8th june, 2009 to 10th August. This Summer Internship report has the requisite standard for partial fulfillment of the Post Graduate Degree. To the best of our knowledge no part of this report has been reproduced from any other report and the contents are based on original research.

FACULTY GUIDE RITU SHARMA

STUDENT SHAZI N SHAFIQ

ACKNOWLEDGEMENT

I express my sincere gratitude to my industry guide Mr. BHANU JOSHI, Senior Manager, vCustomer Services India Pvt. Ltd., for his able guidance, continuous support and co-operation throughout my project, without which the present work would not have been possible. I would also like to thank the entire team of Vcustomer, for the constant support and help in the successful completion of my project. Also, I am thankful to my faculty guide Mrs. RITU SHARMA of my institute, for her continued guidance and invaluable encouragement.

TABLE OF CONTENTS
Chapter No. Ch. # 1.0 Ch. # 2.0 2.1 2.2 2.3 2.4 2.5 2.6 Ch. # 3.0 Ch. # 4.0
4.1 4.2

Subject

Page No.

Executive Summary…………………. 06 Research Methodology……………… 07 Primary Objective(s)…………. 07 Hypothesis…………………… 08 Research Design……………… 08 Sample Design……………….. 09 Scope of the Study…………… 10 Limitations…………………… 10 Critical Review of Literature………... 11 Industry Profile ……………………... 12 Company Profile……………… 23 SWOT Analysis………………. 28 Findings & Analysis…………………. 30 key findings…………………… 30 Indian domestic economy (growth)32 Rise of consumerism………….. 35 Indian BPO market overview … 36 Domestic BPO revenue……...…. 37 Service lines …………………… 43 Vertical split…………………… 48 Domestic pricing models……….. 52 Cost structure………………… 53 Key Metrics…………………….. 55 Profile of top 3rd party players..…60 Recommendation…………………….. 75 Bibliography………………………… 76 Annexure…………………………….. 77 Tables Graphs Case Study……………………………. 83 synopsis of the project……………… 91

Ch. # 5.0
5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 5.10 5.11

Ch. # 6.0 Ch. # 7.0 Ch. # 8.0 Ch. # 9.0 Ch. # 10.0

SHAZI N SHAFIQ

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