ITES

ITES (Information Technology Enabled Srvices)

is defined as outsourcing of processes that can
be enabled with IT and covers diverse areas
like Finance, HR, Administration, health care
and telecommunication etc.
ITES
The growth of IT enabled Services (ITES) has
opened windows for job opportunities, service
offerings and foreign investments in India.
Nasscom says that India is well positioned to
derive benefits from the ITES market and
become a key hub for these services.
Customer Interaction
Services
Contact center that are service facilities with
adequate telecom infrastructure,
trained consultants,
access to requisite databases,
Internet and other online information
infrastructure to provide information
support to customers round the clock, year
round.
ITES include the
following
Legal Databases
Medical Transcription
Payroll
Remote Maintenance
Revenue Accounting
Support Centers
Web site services
Challenges in ITES
business
Qualified manpower
Quality manpower
Trained manpower
Man power retention- biggest challenge
ITES Challenge
Voice based outbound caliber required soft
skills
Required volumes to cater college focus on
soft skills/ personality development
Growing IT flavor among students
ITES career opportunity
No barriers of any technical (subject) skills
No barrier of any prior experience
Job immediately on completion of degree
General soft skills is only the requisite
General advantage of being in ITES job
including smart start up pay packs
Advantage of ITES career
All rounder develop of personality
Transformation from ability to speak in English
to Ability to think in English
Good work culture, good climate
Fast track movements in career ladder or
longevity of stay in ITES jobs
Advantage of ITES career
Prospects of switching over to day-shifts
Careers switch- over to IT not possible
Career growth to blue-chip
Global reach, relationship
Global standard of functioning
Unlimited prospects of domain knowledge in a
variety of verticals
What is BPO?
Business process outsourcing (BPO) is the
contracting of a specific business task, such
as human resources and customer service, to
a third-party service provider.
This allows companies to focus on their core
business processes.
BPO is implemented as a cost-saving measure
for tasks that a company requires.
 BPO Categories
It is often divided into two categories:
- Back Office Outsourcing which includes
internal business functions such as billing or
purchasing.
- Front Office Outsourcing which includes
customer-related services such as marketing
or tech support.
 Key Terms
Key Terms:
- Offshore Outsourcing is BPO that is
contracted outside a company's own
country.
- Nearshore Outsourcing is BPO that is
contracted to a company's neighboring
country.
- Onshore Outsourcing is BPO that is
contracted with the company's own
country.
 Statistics of the Future
The main revenue areas for Indian BPO companies.

Indian revenues from BPO are estimated to have grown 107

per cent to $ 583 million.
 Capabilities: Why go to
India?
Language
Major attraction for Multinationals
Advantage over competitors
Educated Employees
Large number of qualified workers
Proven to be the best in the IT and computer
software fields
Strong technical skills
Eagerness to engage clients

Produce around 100,000 engineers annually

 Capabilities: Why go to
India?
Infrastructure
Improvements have led to increasing success
Telecom facilities
Power sector
India as a whole

Government
Realize potential for economic development
Favorable policies have turned India into a
BPO/IT hub.
Examples: Investment promotion, telecom policy, IT
Act
 Rules to Follow: What to
Outsource
Processes that do not add value to a product
or service.
Highly repeated tasks with little variation.
Labor intensive tasks that do not require a
companies intellectual property nor core
competencies.
Processes that will tie up large amounts of
capital in assets.
 Rules to Follow: What Not to
Outsource
Processes that incorporate your core
competencies.
Processes that require access to intellectual
property of your company.
Non-labor intensive tasks.
Processes that are associated with the image
of your company.
 Pros of BPO
English Language Proficiency
Skilled Workforce
Lower Wages
Flexibility in Working Hours
Suitable Human Resources
Large Number of Graduates
 Cons of BPO
No TCO based costs
Poor Infrastructure
Cultural Differences
Internal competition for resources
Rising labor costs
Political and religious instability
 Cons of BPO
No TCO based costs
Poor Infrastructure
Cultural Differences
Internal competition for resources
Rising labor costs
Political and religious instability