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(BPO) Case study HSBC

ITES / BPO Industry in India

6 USD Billion 5 4 3 2 1 0


In ustry in In ia
Growth of Indian ITES - BPO

1999 2000

2000 2001

2001 2002

2002 2003 Year

2003 2004

2004 - 05 E

The industry has grown and is maturing Global sourcing..not just a passing fa .but a business imperative
Global eman for I S/ grew by 10.5 %, to reach USD 447.7 billion in 2004

2004Turning oint
Indian ITES / BPO fastest gro ing segment
Forecasted to reac SD . billion in FY 2005

Domestic re enues are ex ected to double in FY 2005 Industry employee strengt of o er 250,000 and expected to gro by 40 percent in 05 Employment in sector to exceed one Million by FY 07-08

India remains t e most idely used off-s ore location and is expected to see maximum increase in spending in 2005.Morgan Stanley source: NASSCOM

Dri ers of Gro t

Competiti e pressure
Impact on profitability Focus on more cost efficient business model

Sustained cost ad antage Deli ery process enhancement and impro ement Resource flexibility Large pool of technically qualified, English speaking resource

Ability of Indian endors to ramp up operations rapidly Expanding ser ice offerings S ift to ards igh alue ser ices

Potential High Gro th Areas

Customer Analytics and CRM HR Outsourcing Legal transcript support Kno ledge process outsourcing
Market research Equity research Engineering design Animation and simulation R & D ( non IT areas)

Potential High Gro th Areas

Financial Ser ices outsourcing ..already itnessing explosi e gro th
Insurance under riting Fund management Risk assessment and actuarial analytics Commodities processing ser ices Debt collection and reco ery Equity research Financial data mining and modelling Corporate & Market research
Banking & Financial Services Industry continues to be the largest vertical market for Indian ITES / BPO

Impact of this gro th on Employment

Impact of this gro th ill be on the general population.
Sector can employ ordinary graduates or e en non-graduates

Most importantly, this gro th ill open a enues to a ide range of specialist skill sets
From basic customer ser ice to analytics, under riting and e en Engineering R & D.
Employment in sector to exceed one Million by FY 07-08

Basic Skill Requirements

Basic Computer kno ledge (For general processes) Excellent Communication Skills (Neutral Accent, clear speech, good grammar & language etc.) Customer Interaction Skills (Customer handling skills, telephone etiquette, empathy and listening skills etc.) nderstand the target groups and their cultures

Basic Skill Requirements

Positi e attitudes like:
commitment to understanding customers solving their problems motivation to ork hard.

The process training is given in-house by the ITES companies but the base skills like communication; interactive skills and attitudes etc are expected prior to hiring and form the criteria of screening for ITES jobs.

Skills Requirement by Vertical

SEGMENTS Call center Remote customer interaction Date search, Integration Human Resource Services Remote education Engineering and design Translation, medical transcription and Localisation Animation Finance and accounting Market Research Network Consultancy and management SKILLS REQUIRED Good communication and language skills, accent understanding team leadership, basic computing skills Language and accent understanding Computing, language and analytical skills Country specific HR policies, rules and regulations Subject knowledge, computing and language skills Technical and engineering design and computing skills Language understanding, basic computing (word processing knowledge) and understanding of various medical terminologies Drawing and creative skills, computer graphic skills International/ country specific accounting rules Understanding statistical sales and marketing concepts Understanding different network configurations and support equipment, technical/ computing skills

India .global players

Career vs. Job Opportunity

HSBC Global Resourcing a a career pp rt ity.

The HSBC Group

One of the largest banking & financial services organisations in the orld
Top 5 brands orld ide Over 9,800 offices orld ide 253,000 employees in 77 countries and territories Over 0 million customers orld ide ith a total e-customer base of almost 20 million

Global Resourcing
Global function of HSBC, ith direct reporting relationship ith GHQ

Global Resourcing
Is an essential element of HSBC Group and contributes to the Group Strategy of Managing for Gro th hich is based on a strong coherent management of costs and investments Group Service Centres located across 5 countries in Asia orld-class customer service, contributing Consists of Partners

ith other HSBC business areas to provide

to HSBCs business success

Customer Service



Group Service Centre

Group Service Centres

Bangalore Colombo Guangzhou Guangzhou




Malaysia Shanghai The Philippines Vizag

Group Service Centres - Centres of Excellence

Payments Consumer Finance Customer Care Mortgage Finance




IT Operations




Securities/ Investments

Brings together a set of functions, expertise or skills, performed to a orld class standard

Group Service Centre, Vizag Established June 2004

Working ith HSBC Global Resourcing

Opportunity to be a part of one the orlds fastest gro ing industries Work in a secure orld class environment Re arding gro th opportunities Training and development to handle global challenges Competitive compensation and benefits

Gro th in HSBC Global Resourcing

Processing Executive in Oct 2000 Manager Project & Planning in Nov 2003

System Admn Executive in Jan 2001 Manager Data Centre in Jan 2004

Gro th in HSBC Global Resourcing

Processing Executive in May 2001 Asst Vice President Compliance in Jan 2005

Asst Manager Training in May 2000 Asst Vice President Planning in Feb 2004

Asst Manager Training in May 2000 Vice President Operations in Dec 2004

Processing Executive in April 2002 Manager Compliance in Jan 2005

In Summary
One of the fastest gro ing industries in India Dynamic, challenging environment Competitive compensation and benefits package Vast range of verticals to choose from
caters to almost every industry opportunity to develop specialist skills

nmatched learning, development and gro th opportunities Global exposure Caring and empathetic employers Compelling Career Proposition