P R E S E N TAT I O N O N B P O

N A M E - K A N I K A B I J AWAT

C L A S S - 9 ’ B ’

R O L L N O . - 2 7
 Acknowledgement
I would like to express my special thanks of gratitude to my teacher Mr. Aniket Kumar Sir who
gave me the golden opportunity to do this wonderful project on the topic “Business Process
Outsourcing”, which also helped me in doing a lot of research and I came to know about so
many new things I am thankful to them.

I would also like to thank my parents and friends who helped me a lot in finalizing this project
within the limited time frame.
 INDEX
Sl. No. Topic Page no.

1. What is BPO

2. Introduction to BPO industry

3. Top BPO companies in India

4. Service offered by BPO companies

5. Career opportunity in BPO industries

6. Skills required to work in BPO industries

7. Bibliography
 What is BPO?
The term Business Process Outsourcing or BPO as it is popularly known, refers to
outsourcing in all fields. A BPO service provider usually administers and manages a
particular business process for another company. BPOs either use new technology or apply
an existing technology in a new way to improve a particular business process. India is
currently the number one destination for business process outsourcing, as most companies
in the US and UK outsource IT-related business processes to Indian service providers.
 Introduction to BPO Industry

Let us familiarize ourselves with the domestic BPO industry and its brief history. During the past few years, the country
has seen phenomenal developments in its political, social and economic infrastructure accelerated by the strong forces
of globalization and the radical changes in Information Technology. The booming IT segment comprising ITeS/ BPO
are the core sectors that have driven the country into the epicenter of change. You will find that Business Process
Outsourcing is a planned and structured arrangement between an organization and an outsourcing partner to perform
services which could otherwise be conducted in-house. You will notice that the supplier of the outsourced services
takes key responsibility of ensuring that the services assigned to them, are duly performed and delivered as per the
desired results of the organization. You may be aware of the term “Domestic business process outsourcing”. It is a
partnership between two businesses in the same country. It started in the late 90’s where one company outsourced some
elements of operations to another. You will see some clear benefits of domestic business process outsourcing which are
similar, reliable and have constant legal and regulatory standards between the two companies. Another advantage is
sharing the same language and culture and it aids in the implementation of the outsourcing model.
 Top BPO companies in India
WNS Group, Wipro Spectramind, Daksh e-Services, Convergys, HCL Technologies, Zenta,
First Source, Mphasis, EXL, Tracmail India Pvt Ltd, GTL Ltd, vCustomer, HTMT,24/7
Customer, Sutherland Technologies
 Service offered by BPO companies
1.Customer support services: 24/7 inbound / outbound call center services that address customer queries and concerns through phone, email and live chat.
2.Technical support services: Installation, product support, running support, troubleshooting, usage support and problem resolution for computer software,
hardware, peripherals and internet infrastructure.
3.Telemarketing services: Interacting with potential customers and creating interest for the customer's services/ products. Up-selling, promoting and cross selling
to existing customers and completing online sales processes.
4.IT help desk services: Level 1 and 2 multi-channel support, system problem resolutions, technical problem resolution, office productivity tools support,
answering product usage queries and performing remote diagnostics.
5.Insurance processing: New business acquisition and promotion, claims processing, policy maintenance and policy management.
6.Data entry and data processing: Data entry from paper, books, images, e-books, yellow pages, web sites, business cards, printed documents, software
applications, receipts, bills, catalogs and mailing lists.
7.Data conversion services: Data conversion for databases, word processors, spreadsheets and software applications. Data conversion of raw data into PDF,
HTML, Word or Acrobat formats.
8.Bookkeeping and accounting services: Maintenance of the customer's general ledger, accounts receivables, accounts payables, financial statements, bank
reconciliations and assets / equipment ledgers.
9.Form processing services: Online form processing, payroll processing, medical billing, insurance claim forms processing and medical forms processing.
10.
Online research: Internet search, product research, market research, surveys, analysis, web research and mailing list research.
 Career opportunity in BPO industries
Here are a few myth-busting things about BPOs that will surprise you!

Business Process Outsourcing (BPO) is no longer about fresh-out-of-college youngsters working away night-shifts at call
centers. Rechristened as BPM, where, 'M' stands for Management, the industry serves the most critical and demanding
processes of global brands.

In fact, growing at an annual growth of 14%, the domestic IT-BPM market is fast approaching the USD 50 billion mark. With
over 500 companies earning $17.8 billion in revenue, 52% of the global sourcing is from India alone. An excellent example
of equal opportunities employer, women constitute almost half the workforce in this industry.

BPM jobs are all about call centers: According to NASSCOM, the IT/ITeS representative body, the IT-BPM sector continues to be one of
the largest employers in India with nearly 3.5 million professionals. Also, the BPM workforce employs around 15-20% of specialized
professionals like scientists, engineers, accountants, doctors, and lawyers, among others.

BPM jobs are for college graduates: As per the India Skills Report, across all industries, more than 80% of the employers preferred to hire
employees below 30 years. But they are hiring skilled professionals. As an example, the report states, out of the 1.5 million engineers
graduating every year, 70% are absorbed by the IT and manufacturing sector.
 Skills required to work in BPO industry
• For a BPO job, the basic educational qualification is Intermediate or Plus 2, for a nontechnical voice based
BPO category job.

• Good communication skills and knowledge, fluency and good accent and a presentable voice are a must.

• Computer knowledge, the ability to browse the internet, ability to send and receive emails, good typing speed,
expertise in MS Office is required.

• Patience at taking calls and replying to queries, interpersonal skills and good listening skills and a presentable
voice is a must.

• At the same time if applying for a technical non-voice based BPO job some companies insist on B.Tech or
BCom Degrees as a basic requirement as the candidate has to handle matters relating to finance, accounting,
purchase, sales and human resources.
 Bibliography
I gathered all this information from the following sources:

Google.com

Tutorialspoint.com

Wipro.com

Thank you!