The World is Flat: Is business process outsourcing (BPO) more than just low-cost resourcing?

wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007

The World is Flat

Is business process outsourcing (BPO) more than just low-cost resourcing

BPO challenges and opportunities for Romania and your career

The World Is Flat A Brief History of the Twenty-first Century is a best-selling book by Thomas L Friedman analyzing the progress of globalization with an emphasis on the early 21st century


bull Introduction into BPObull Economic forces behind BPObull Global forces behind BPObull Market forces behind BPObull Sourcing considerationsbull BPO development from low-end to high-end servicesbull BPO marketbull BPO countries and their skillsbull Romaniarsquos value proposition for BPObull SBsol BPO vision and strategy for market penetrationbull Career opportunities for students and graduates

OverviewOverview


Introduction into BPO


BPO

ITES

ITO

KPO

Outsourcing ASP

Offshore

Nearshore

Onshore

Global sourcing

Global delivery

Supply chain

Value chain

Vertical industries

LPO

Insourcing

SSC

What about youWhat about you

FPO

MPO

Captives


Outsourcing

Outsourcing became part of the business lexicon during the 1980s and refers to the delegation of non-core operations from internal production to an external entity specializing in the management of that operation Outsourcing is utilizing experts from outside the entity to perform specific tasks that the entity once performed itself

DefinitionsDefinitions


Business Process Outsourcing

The transfer of management and execution of an entire business process to an external service provider including technology people and process In engaging BPO services clients are buying access to executed business processes and business outcomes from their BPO providers (IDC)

The delegation of one or more IT-intensive business processes to an external provider that owns administrates and manages the selected processes that are based on defined and measurable performance metrics (Gartner)

The transfer of a function previously performed (or considered to be performed) in-house to an outside provider



Information technology enabled services (ITES)

BPO is a part of the Outsourcing Industry It is dependent on Information Technology hence it is also referred to as Information Technology EnabledServices or ITES

a form of outsourced service which has emerged due to involvement of IT in various fields such as banking and finance telecommunication insurance etc Some of the examples of ITES are medical transcription back-office accounting insurance claim credit card processing and many more



BPO is often divided into two categories

back office outsourcing which includes internal business functions such as billing or purchasing and

front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing



BPO includes the software the process management and the people to operate the service

ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer


Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer


Knowledge Process Outsourcing

Knowledge Process Outsourcing is a sub set of Business Process Outsourcing

Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing



hellipshore Outsourcing

BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)

Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)

Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations



Captive centre Shared Services centre

Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance

Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability



Supply Chain

A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer

Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains



Economic forces behind BPO


How much should we do ourselves and how much should we

buy from others

Ronald Coase1991 Nobel Laureate Economics

Where should we focus our resources

David Ricardo19th Century Economist

Economic factorsEconomic factors


Organisational Boundaries and Efficiency

bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist

- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace

bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo

- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace

bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937



Organisational Boundaries and Specialisation

bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)

bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it

acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best

bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies

Ricardo David On the Principles of Political Economy and Taxation 1817



Sawhney Mohanbir Kellogg School of Management 2001

2020thth century century

Machine Bureaucracybull Integratedbull Diversified

21st century21st century

Networked Organizationbull Disaggregatedbull Specialized

Expanding the Boundaries of Business



033

$1 previouslySpent in US now offshoredto Indiahellip

hellipdelivers value toIndia

hellipbringssavings andreturns toUShellip

hellipcreatesnew valuefromreemployingUs Labor

andmakes theglobal pie that muchbigger

$100

067

047

045-

$145-147

The real economics of offshoring

The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets


bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)

bull Taxes($004)bull Revenues($020)bull Local suppliers($009)



Policy dialogue Prorsquos

The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward

1 By moving work offshore firms are able to lower their production costs

2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers

3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work



Policy dialogue Contrarsquos

While these studies have some merit they are incomplete in some respects

1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions

2 most do not account for the lost wages due to unemployment in their models

3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)

4 they ignore the downward pressure on domestic wages for jobs that are competed across borders


Global forces behind BPO


Global forcesGlobal forces

Trends that are changing the rules in todayrsquos business environment

1 The shift from domestic to global economy

2 The shift from manpower to technopower

3 The shift from company-led to consumer-driven market forces

4 The shift from an industrial economy to a knowledge economy

5 The transformation of the employeremployee relationship

6 New relationships and governance structures concerning vendors and supplier

7 Shortage of skilled labour in development nations


Market forces behind BPO


Market forcesMarket forces

Drivers of Outsourcin

g

Access to High Quality Resources

Focus on Core

Competencies

Technology Expertise

Higher productivity

amp Better service levels

Cost Effectiveness

Domain Expertise

Why do companies outsource



Reduce costs through simplification and standardization 93

Increase productivity and service excellence to customers 63

Enhance focus on business unit operations vs back office processing

58

Support new business process capabilities 37

Reduce costs through wage and labour arbitrage 31

Improve capability to integrate new business 26

Other 5

Source SBPOA online survey 77 respondents 2005

Main reasons for BPO



Lower cost 75

Improve service quality 64

Greater business flexibility 54

Lower capital investments 70

Fewer people in function 45

Predictable outcome 42

Increased accountability 32


Perceived benefits of BPO


BPO development

From low-end to high-end services


BPO developmentBPO development

bull Manufacturing operations have been relocating to reduce costs for over 50 years

bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models

bull Customer focus and direct channel acceptance fuelled the growth of call centres

bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country

bull BPO goes beyond technology and applications -delivering integrated processes and outcomes

Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial

analysis and accountancy

processes

Call centres and data

processingIT jobs

and functions

Phase II

1990s

Phase III

current

A trend with a long history


Increasing complexity of legal and regulatory environment

Mainframecomputing allows

for timesharing

Banking ampbrokerageoutsourcing

Intense competition fromforeign automakers

Automanufacturing

outsourcing

Need to installERP systems on

timeand within budget

IToutsourcing

Competition drivescompanies to seekmore cost effective

ways to performinternal process wo

sacrificing quality

Customer CareHuman Resources

Supply Chainoutsourcing

1960 s 1970 s1980 s 1990 s 2000 s

Pay roll outsourcing


Outsourcing historical context BPO


Past Current amp Near Future

IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem

bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services

Non -IT

bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription

bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research


Offshoring opportunities across the organisation


Corporate Strategy

HR Information Mgmt Performance Mgnt Employee Administration

FampA Regulatory amp Compliance Tax Mngt

Customer Care Customer extension selection

HR Payroll Processing Benefits Processing Recruiting Education ampTraining

FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition

Information Technology

Transformational BPO

Transactional BPO

Stragegy

Core Process

Non-core Process

The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships



Contact Centers amp Customer Support

Claims Analysis

Underwriting amp Asset

Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO

KPO offers unlimited services


BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion

Global offshoring of services is growing rapidly

BPO marketBPO market


($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429

Romaniarsquos Value Proposition

- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation

In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009


Offshore BPO service market



Sales amp marketing is the smallest BPO market segment

The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries

BPO market size

Supply chain management

20

Sales and marketing11

Business administration

69


BPO countries


BPO amp Outsourcing destinations worldwide

BPO countriesBPO countries


Pakistan

South Korea

Bulgaria

Romania

CanadaMexicoJamaicaBrazil

Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK

Infancy Emerging Escalating Established

Europe Middle East and Africa (EMEA)

Americas

Asia Pacific


BPO locations by stage of growth


Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico

Size of circle corresponds to number of qualified workers

Location attractivenessbull Infrastructure

- Communication- Basic infrastructure

bull Country risksFDI incentives- Attractive incentives- Political environment

bull Time zone attractiveness

Low

Low

High

High

India


Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential

Competing countries

Romania


IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development


RussiabullHigh-End Software Engineering


ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development


IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers


IsraelbullHigh-End SoftwarebullLearning Systems


CanadabullApplication DevelopmentbullBPObullContact Centers

PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development

RomaniabullApplication DevelopmentbullContact CentersbullBPO


Country specialisation by niche


Large Multinational Corporations

EDS

Accenture

IBM

HP

Pure Play Indian BPO companies

WNS

EXL Service

ICICI One Source

247

Companies with Captive Facilities

AMEX

Fidelity

DELL

Microsoft

Indian Integrated IT-BPO providers

Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)

Indian BPO Industry Segments

BPO landscape in IndiaBPO countriesBPO countries


bull Highly talented pool of engineers and scientists

bull Robust education system with ample supply of professionals for analytical work

bull Moderate but increasing labor costs

bull Non-English languages

bull Proximity to European markets

Eastern Europe focusing on Near-Shore Off-shoringhellip




Pure Play BPO companies

Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft

Romanian Integrated IT-BPO providers

Romanian BPO Industry Segments

BPO (incl RampD) landscape in Romania

Accenture HP

Siemens Alcatel Intel Infineon Oracle Freescale ACI

TechteamSistec-SBsol

XL World

SivecoSoftwinIntraromRomsysiQuest



Romaniarsquos value proposition for BPO


Romania has a long history of education and research in all fields of

engineering and software 116 universities 36 have a computer science

related faculty

Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)

and world class concerning their competencies

Romaniarsquos legal system and culture - similar to

those in Europe and US

Romaniarsquos locationlocation is an advantage in itself - major multinational IT

companies are present in Romania

Romaniarsquos density of software graduates per thousand inhabitants is significantly

higher than in USA five times higher than in Russia and nearly seven times bigger than in

India

The cost of a skilled professional = 13 in US and

Europe

Made in Made in RomaniaRomania

Romanian competitiveness on the global ITO amp BPO market

BPO value proposition RomaniaBPO value proposition Romania


Engineering21

Law12

Education32

Arts2

Economy27

Medicine6

Total number of University graduates

in 20032004 110533

University graduates in Romania (by education field)

high performances in international competitions

high percentage of economic amp technically competent professionals

strong language skills English French German Italian Spanish Russian etc

highest growth rate of IT specialists in the region

large skilled labor force at comparatively low wage rates

Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32

Source National Institute of Statistics



SBsol BPO vision amp strategy


Vision

ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol

Constantly tailor our services to the

needs of our clients

Provide high quality services using latest

technology

Assure the right people at the

right place

Market leader provider of BPO services in

Central and Eastern Europe

SBsol BPO vision amp strategySBsol BPO vision amp strategy


SBsolrsquos Value Proposition


Proven business knowledge and capability to implement

successful business solutions



Organized according to international standards of

methodology and procedures



Stable technology infrastructure


Access to a low cost large and high quality labor market


SBsolrsquos value proposition goes beyond costs



Strategy

Our potential Our goals

Experience in retail amp logistics business ( B2B B2C) member of

RTC Holding

Build customer awareness abroad

Focus on markets in which we are successful

Grow

Focus on adding competitive value for companies who expect

high quality services

Add new features to our services tailored to

clientsrsquo ever-changing needs

Specialize our offer and

concentrate sales efforts

Expand



Increase business development momentum

ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge

ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing

customers (Romanian market)

Step up marketing and brand building efforts

ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)

ndash Easy to access low-cost and multilingual services

ndash Meaningful top management involvement ndash Quality reviews

Penetrate a new market


Growth and development opportunities


Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage

Telecommunication Travel amp Accommodation

Banking Insurance

Healthcare amp Pharmaceuticals

Our focus

Functional (Horizontal) SolutionsCustomer Interaction Services

Order Management

Knowledge Services

Finance amp Accounting

HR Outsourcing



INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE

1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support

Travel amp Consumer

1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring

1048708Insurance transcription1048708Back office processing1048708Change management

Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support

1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention

1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections



Sistec-SBsolrsquos career opportunities for students and graduates


Career opportunitiesCareer opportunities

bull Junior business development managers (marketing amp sales)

bull Account managers

bull Sales managers

bull Customer service representatives

bull Customer sales representatives

bull Team leaders

bull Operational managers

Start your career here



bull Competitive salary

bull Personal development plan

bull Coaching on the job

bull CRM training

bull Sales training

bull Customer contact training

bull Job rotation

bull Inspiring management team

bull Encouraging of self development

bull 300 professional colleagues with IT amp business competencies

bull International work environment

What we offer



Start for Success

Traineeship Program



Start for Success Traineeship Program

If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation

START now your career in IT solutions business development

Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company




Apply nowSend your CV at traineeshipsistec-sbsolro

Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)

Every CV received till 27th of October will participate to a tombola You can win

Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA

Details on wwwsistec-sbsolro



Thank you for your attention

Looking forward to meeting you in the near future


bull Introduction into BPObull Economic forces behind BPObull Global forces behind BPObull Market forces behind BPObull Sourcing considerationsbull BPO development from low-end to high-end servicesbull BPO marketbull BPO countries and their skillsbull Romaniarsquos value proposition for BPObull SBsol BPO vision and strategy for market penetrationbull Career opportunities for students and graduates

OverviewOverview




BPO

ITES

ITO

KPO

Outsourcing ASP

Offshore

Nearshore

Onshore

Global sourcing

Global delivery

Supply chain

Value chain

Vertical industries

LPO

Insourcing

SSC


FPO

MPO

Captives


Outsourcing









































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






















BPO

ITES

ITO

KPO

Outsourcing ASP

Offshore

Nearshore

Onshore

Global sourcing

Global delivery

Supply chain

Value chain

Vertical industries

LPO

Insourcing

SSC


FPO

MPO

Captives


Outsourcing









































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















BPO

ITES

ITO

KPO

Outsourcing ASP

Offshore

Nearshore

Onshore

Global sourcing

Global delivery

Supply chain

Value chain

Vertical industries

LPO

Insourcing

SSC


FPO

MPO

Captives


Outsourcing









































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















Outsourcing









































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program

























































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program



















































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program














































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program









































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program































Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program

























Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















Supply Chain








buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program























buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program





















buy from others






























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program












































033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




































033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




























033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















033






$100

067

047

045-

$145-147






































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program



















































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program












































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program


































g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program
























g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






















g


Focus on Core

Competencies


Higher productivity


Cost Effectiveness

Domain Expertise







58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program
























58




Other 5





Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program





















Lower cost 75










BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















BPO development









Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program


























Phase I

1980s

Evo

luti

on

of

the

BP

O m

arke

t

Advanced financial


processes


processingIT jobs

and functions

Phase II

1990s

Phase III

current





for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






















for timesharing



Automanufacturing

outsourcing



IToutsourcing



sacrificing quality



1960 s 1970 s1980 s 1990 s 2000 s








Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program























Non -IT






Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















Corporate Strategy








Transactional BPO

Stragegy

Core Process

Non-core Process





Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program





















Claims Analysis


Management

Insurance


Analytics

Strategy

Research

TelecomFSRetail

BPO for

clients

Global

Research

Synthesized

Reports

Consulting

Settlement

Financial

Analytics

Equities

Research

I-Banking

Patent

Design

IP Portfolio

Analytics

Industry

KPOSM


BPO



BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















BPO market


46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















46

26

26IT

BPO

KPO

CAGR

Market Size(2010)

USD 17 billion

USD 40 billion

USD 57 billion




($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















($ in billions)

2005-2009 CAGR61

$ 64$ 126

$ 201

$ 302

$ 429










BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program























BPO market size


20



69


BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















BPO countries





Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program























Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















Pakistan

South Korea

Bulgaria

Romania


Chile

Venezuela

China

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

South Africa

Ireland

Israel

UK



Americas

Asia Pacific




Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















Singapore

Hong Kong

Holland

Ireland

UK

Australia

China

Philippines

Mexico






Low

Low

High

High

India



Competing countries

Romania



















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program





































EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program





















EDS

Accenture

IBM

HP


WNS

EXL Service

ICICI One Source

247


AMEX

Fidelity

DELL

Microsoft


Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)














Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






























Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






















Conectys

EasyCall

Wipro

Genpact

ContactLine


Microsoft




Accenture HP



XL World








related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program
























related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






















related faculty









India


Europe





Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















Engineering21

Law12

Education32

Arts2

Economy27

Medicine6


in 20032004 110533







Arts

2Engineerin

g

21

Medicine

6

Economy

27

Law

12

Education

32






Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






















Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















Vision





technology


right place






















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program





































Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program




















Strategy



RTC Holding



Grow







Expand

















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program


































Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






















Banking Insurance


Our focus


Order Management

Knowledge Services


HR Outsourcing





Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program






















Travel amp Consumer













bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program

























bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program























bull Sales managers



bull Team leaders








bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program
























bull CRM training

bull Sales training


bull Job rotation





What we offer



Start for Success

Traineeship Program





















Start for Success

Traineeship Program
























































Documents

The World is Flat: Is business process outsourcing (BPO) more than just low-cost resourcing?