SHREEYA BALAGOPAL01FYBMS

INDEXDEFINATIONTYPES OF BPOKEY TERMSBPO SERVICESBPO (UESES)ADVANTAGESDISADVANTAGESTOP BPO COMPANIES

DEFINATIONBPO is contracting of certain tasks

such as HR and customer service to third party service provider

BPO allows companies to focus on core business process

BPO is implemented as cost saving measure for the task that the company requires

TYPES OF BPO

BACK OFFICE

• Includes internal function like billing and purchasing

FRONT OFFICE

• Includes customer related services like marketing and tech support

KEY TERMS OF BPO

OFFSHORE

ONSHORE

NEARSHORE

BPO SERVICE

Customer services

Technical support servicer

Telemarketing service

Employee IT help

BPO SERVICE

Insurance processing

Data entry services

Book keeping and accounting services

Internet/ online/web research

BPO (USES) BANKS INSURANCE ASSET MANAGEMENT MANUFACTURING HEALTH CARE IT TELECOMMUNICATION TRAVEL AIRLINES GOVERMENT

ADVANTAGESCOST REDUCTION

FOCUS ON CORE AREAS

AVOID CAPITAL EXPENTIDURE

REVENUE INCREASE

HIGHER LEVEL OF SERVICE WITH LOWER COST

DISADVANTAGES POOR QUALITY CONTROL

LACK OF LOYAL EMPLOYEES

RISK OF EXPOSING CONFIDENTIAL DATA

REDUCTION IN STRATEGIC ALLIGNMENT

HIDDEN COSTS

TOP BPO FIRMS

IBM TATA

INFOSYS WIPRO

COGNIZANT

TOP BPO FIRMS

CONVERGYS CORP. ACCENTURE

NCO FINANCIAL GENPACT

STERAM GLOBAL

SERVICES

INDEXDEFINATIONKPO SERVICESKPO (UESES)ADVANTAGESDISADVANTAGESTOP KPO COMPANIES

DEFINATIONKPO is an outsourcing of a high

end business functions in an organization.

KPO allows both core and non core activities

KPO SERVICELegal services

Data conversion

Drafting services

Analytical services

Publishing services

KPO (USES)Business and Technical AnalysisE-Learning SolutionsCartoon Animation & Design Legal Services or Legal Process

Outsourcing Media Outsourcing Intellectual Property (IP) Research Network ManagementCorporate Training & Consultancy

ADVANTAGES TRAINED PROFESSIONALS AT WORK

INCREASE IN PROFITS

STANDARD OPERATIONAL EFFICIENCY

OPTION TO RECRUIT LARGE WORK FORCE WITHOUT RAISING COST

DISADVANTAGES QUALITY OF PERSONNEL AND WORK

CANNOT BE GUARNTEED

SHORTAGE OF SKILLED EMPLOYEES

REDUCTION IN COMMUNICATION DUE TO LANGUAGE BARRIER

INABILITY TO PROTECT COMPANYS INTELLECT PROPERTY

TOP KPO FIRMS

FRACTAL ANALYTICS

HARTE HANKS

BUXTON ADVENTITY

WNS

TOP KPO FIRMS

INFOSYS CONVERGYS

INTELNET MARKET EQUATIONS

WIPRO

DIFFERENCE BETWWEN BPO

AND KPO

PARAMETER BPO KPOImportance of process for client

Low end process High end process

Domain expertise required Low High

Value delivered to client Low High

Pricing Less than US $15 Can go up to US $50-60

Degree of complexity Less . High

Function Volume driven Insight driven

FUTURE OF BPO AND KPO