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Soft Skills For The BPO Sector
      By: Shalini Verma




                      Presented By:

                 Abhishek Varma
6
                                                                               Challenges
                                                                     5
                                                               Outsourcing to India
                                                 4
                                              Skill Sets For BPO’s
                                3
                               Types of BPO
                 2
               What is Outsourcing
 1
What Is BPO?
What is BPO



         Business Process Outsourcing                                               1

         Employing/Hiring 3rd Party to perform specialized jobs                     2

         Use of technology for efficient output with more cost effectiveness        3

         Outsourced processes are mostly IT intensive business processes            4

         BPO manages and administers the process on scale of measurable
         performance
                                                                                    5

         Fastest growing and most profitable wings of IT Enablesd Services (ITeS)   6
Factor Cost Advantage



   Economy Of Scale



Business Risk Mitigation
                           Wonder Factors




 Superior Competency



Utilization Improvement
What is Outsourcing?
Outsourcing is contracting with another company or person to              2000’s
                   do a particular function                                ITeS


                                                        1990
                                                      Alliance /
                                                      Tie-Up’s

                                     1980
                                    Entire IT
                                   Operations


                     1970
                   Parts of IT
                   Operations



    1960
                                      Typically, the function being outsourced is
 Time Sharing
                                        considered non-core to the business
Why is Outsourcing Gaining Acceptance World Over
•   Reducing Overheads
•   Improving Efficiency
•   Minimizing Capital Expenditure
•   Tapping skilled workforce in other countries
•   Offloading non-core operations
•   Reducing the IT management burden and at the same time
    retaining control over strategic decision making
•   Saving on R&D and training Human Resource
•   Establishing strategic relationship with world class service
    providers
•   Getting world class services at very competitive price
•   Providing quality service to the end customers
•   Ensuring satisfaction to end customers
Types Of BPOs
STRUCTURE

                BPOs


Captive BPOs   3rd Party BPOs   JV BPOs
SERVICES


              BPOs


Back-Office              Front-Office
Outsourcing              Outsourcing
WHY ARE COMPANIES INCRESINGLY
  OUTSOURCING TO INDIA?
1             Skilled Manpower


                2      Technological Advancement


            3          Government Policies


        4                Infrastructure


    5               Language Proficiency


    6                Soft-Skills Savy


7                    Time Zones
Availability of suitable manpower is one important factor which
                1   made India one of the hotspot for outsourcing


                2               Technological Advancement


            3                   Government Policies


        4                         Infrastructure


    5                      Language Proficiency


    6                        Soft-Skills Savy


7                             Time Zones
1                       Skilled Manpower


            2       India emerged as a hotbed of technological advancement and
                       home to one of the largest technically trained workforce


            3                    Government Policies


        4                          Infrastructure


    5                       Language Proficiency


    6                         Soft-Skills Savy


7                              Time Zones
1                       Skilled Manpower


                2                Technological Advancement

                    Promotion of IT as one of the top 5 priorities of
            3                        the country

        4                          Infrastructure


    5                        Language Proficiency


    6                          Soft-Skills Savy


7                              Time Zones
1                               Skilled Manpower


                2                       Technological Advancement


            3                           Government Policies

                    Improvement in infrastructure is another important factor that
        4               has contributed to success of BPO/ITeS sector in India


    5                              Language Proficiency


    6                                Soft-Skills Savy


7                                     Time Zones
1                           Skilled Manpower


                2                    Technological Advancement


            3                        Government Policies


        4                              Infrastructure

                    Vast pool of skilled manpower and its proficiency in
    5                                  English Language

    6                              Soft-Skills Savy


7                                  Time Zones
1                          Skilled Manpower


                2                   Technological Advancement


            3                       Government Policies


        4                             Infrastructure


    5                          Language Proficiency

            India ranks high in soft skills like learnability, flexibility,
    6           quality of work, linguistic capabilities & ethics

7                                 Time Zones
1                      Skilled Manpower


                2               Technological Advancement


            3                   Government Policies


        4                         Infrastructure


    5                       Language Proficiency


    6                         Soft-Skills Savy

            India time zone helps in reducing turnaround time
7                   by leveraging time zone differences
SWOT

                 Strength                                      Weakness

• Highly skilled, English speaking manpower   • Attrition
• Abundant Manpower                           • Cost of Telecom and Infrastructure
• Cheaper workforce                           • Political opposition from developed
• Dedicated workforce                         countries
• Round the clock advantage                   • Cultural Difference

              Oppurtunities                                     Threats

• Work closely with Nasscom                   • Anti-Outsourcing legislation in US
• Work closely with western Govt              • Other emerging ITeS destinations
• Increasing awareness of outsourcing         • Political instability
                                              • Increasing technology automation
CHALLENGES


BPO has been a       Working Hours
very popular field
of employment in     Lopsided working
recent years.         hours in India.
Some of the
flipsides of BPO
CHALLENGES


BPO has been a          Stress
very popular field
of employment in      High-stress
                     working hours
recent years.         and culture
Some of the
flipsides of BPO
CHALLENGES


BPO has been a          Attrition
very popular field
of employment in     Exteremely high
recent years.         attrition rates.
Some of the
flipsides of BPO
CHALLENGES


BPO has been a           Politics
very popular field
of employment in     Anti-Outsourcing
                     movements in US
recent years.
                          and UK.
Some of the
flipsides of BPO
CHALLENGES


BPO has been a           Economy
very popular field
of employment in      Global economic
                         slowdown,
recent years.        currency dynamics
Some of the
flipsides of BPO
CHALLENGES


BPO has been a       Meeting Deadlines,
very popular field    dealing with the
                       customers and
of employment in
                     maintaining work-
recent years.           life balance.
Some of the
flipsides of BPO
CHALLENGES


BPO has been a           Motivating
very popular field      Employees,
                     absenteesim, client
of employment in
                         demands,
recent years.         competition and
Some of the                costs.
flipsides of BPO
BUILDING A
CAREER IN THE
BPO INDUSTRY
 24/7 Operations

 Young, smart and talented workforce

 World-class, state-of-the-art facilities

 World-Class training to learn new skills, new knowledge and
enable high performance

 Building global career – much faster than most other
industries
 Impact on health and social life

 Workplace harassment

 Night work and security

 Dealing with diverse and irate customers
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma
What is bpo abhishek varma

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What is bpo abhishek varma

  • 1. Soft Skills For The BPO Sector By: Shalini Verma Presented By: Abhishek Varma
  • 2. 6 Challenges 5 Outsourcing to India 4 Skill Sets For BPO’s 3 Types of BPO 2 What is Outsourcing 1 What Is BPO?
  • 3. What is BPO Business Process Outsourcing 1 Employing/Hiring 3rd Party to perform specialized jobs 2 Use of technology for efficient output with more cost effectiveness 3 Outsourced processes are mostly IT intensive business processes 4 BPO manages and administers the process on scale of measurable performance 5 Fastest growing and most profitable wings of IT Enablesd Services (ITeS) 6
  • 4. Factor Cost Advantage Economy Of Scale Business Risk Mitigation Wonder Factors Superior Competency Utilization Improvement
  • 5. What is Outsourcing? Outsourcing is contracting with another company or person to 2000’s do a particular function ITeS 1990 Alliance / Tie-Up’s 1980 Entire IT Operations 1970 Parts of IT Operations 1960 Typically, the function being outsourced is Time Sharing considered non-core to the business
  • 6. Why is Outsourcing Gaining Acceptance World Over • Reducing Overheads • Improving Efficiency • Minimizing Capital Expenditure • Tapping skilled workforce in other countries • Offloading non-core operations • Reducing the IT management burden and at the same time retaining control over strategic decision making • Saving on R&D and training Human Resource • Establishing strategic relationship with world class service providers • Getting world class services at very competitive price • Providing quality service to the end customers • Ensuring satisfaction to end customers
  • 8. STRUCTURE BPOs Captive BPOs 3rd Party BPOs JV BPOs
  • 9. SERVICES BPOs Back-Office Front-Office Outsourcing Outsourcing
  • 10. WHY ARE COMPANIES INCRESINGLY OUTSOURCING TO INDIA?
  • 11. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy 7 Time Zones
  • 12. Availability of suitable manpower is one important factor which 1 made India one of the hotspot for outsourcing 2 Technological Advancement 3 Government Policies 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy 7 Time Zones
  • 13. 1 Skilled Manpower 2 India emerged as a hotbed of technological advancement and home to one of the largest technically trained workforce 3 Government Policies 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy 7 Time Zones
  • 14. 1 Skilled Manpower 2 Technological Advancement Promotion of IT as one of the top 5 priorities of 3 the country 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy 7 Time Zones
  • 15. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies Improvement in infrastructure is another important factor that 4 has contributed to success of BPO/ITeS sector in India 5 Language Proficiency 6 Soft-Skills Savy 7 Time Zones
  • 16. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies 4 Infrastructure Vast pool of skilled manpower and its proficiency in 5 English Language 6 Soft-Skills Savy 7 Time Zones
  • 17. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies 4 Infrastructure 5 Language Proficiency India ranks high in soft skills like learnability, flexibility, 6 quality of work, linguistic capabilities & ethics 7 Time Zones
  • 18. 1 Skilled Manpower 2 Technological Advancement 3 Government Policies 4 Infrastructure 5 Language Proficiency 6 Soft-Skills Savy India time zone helps in reducing turnaround time 7 by leveraging time zone differences
  • 19. SWOT Strength Weakness • Highly skilled, English speaking manpower • Attrition • Abundant Manpower • Cost of Telecom and Infrastructure • Cheaper workforce • Political opposition from developed • Dedicated workforce countries • Round the clock advantage • Cultural Difference Oppurtunities Threats • Work closely with Nasscom • Anti-Outsourcing legislation in US • Work closely with western Govt • Other emerging ITeS destinations • Increasing awareness of outsourcing • Political instability • Increasing technology automation
  • 20. CHALLENGES BPO has been a Working Hours very popular field of employment in Lopsided working recent years. hours in India. Some of the flipsides of BPO
  • 21. CHALLENGES BPO has been a Stress very popular field of employment in High-stress working hours recent years. and culture Some of the flipsides of BPO
  • 22. CHALLENGES BPO has been a Attrition very popular field of employment in Exteremely high recent years. attrition rates. Some of the flipsides of BPO
  • 23. CHALLENGES BPO has been a Politics very popular field of employment in Anti-Outsourcing movements in US recent years. and UK. Some of the flipsides of BPO
  • 24. CHALLENGES BPO has been a Economy very popular field of employment in Global economic slowdown, recent years. currency dynamics Some of the flipsides of BPO
  • 25. CHALLENGES BPO has been a Meeting Deadlines, very popular field dealing with the customers and of employment in maintaining work- recent years. life balance. Some of the flipsides of BPO
  • 26. CHALLENGES BPO has been a Motivating very popular field Employees, absenteesim, client of employment in demands, recent years. competition and Some of the costs. flipsides of BPO
  • 27. BUILDING A CAREER IN THE BPO INDUSTRY
  • 28.  24/7 Operations  Young, smart and talented workforce  World-class, state-of-the-art facilities  World-Class training to learn new skills, new knowledge and enable high performance  Building global career – much faster than most other industries
  • 29.  Impact on health and social life  Workplace harassment  Night work and security  Dealing with diverse and irate customers