Mr. Salil Agarwal slide 0

Mr. Salil Agarwal

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1. BPO Industry Global Opportunity September 2, 2005 2. The trickle that started in the mid-1990s has already become a torrent World class captive centers have come up across the country Number of third party providers are offering servicesSmall providers have mushroomed in smaller towns DelhiBombay Madras Bangalore Pune Gartner Group Dell GECISl American Express Bechtel WNS Efunds Hays Texas Instruments Motorola IBM Microsoft HSBC Ford SCOPE Hyderabad Trivandrum Ahmedabad Concentration of Shared Service Centers Concentration of Service providers Calcutta Chandigarh WNS Jaipur 3. Leading global corporations have been offshoring a wide range of processes to India since 1997 ... GE Capital Swissair CitibankHSBC Novartis Wal-Mart BP British Airways GE Capital British Airways World Bank Ford HSBC ABN AMRO ABB Ford American Express Hewlett Packard Dell GE Capital Citibank Wal Mart Delta Airlines Unilever GE Capital HSBC Microsoft Ford Delphi McKinsey Du Pont Ford Volvo General MotorsDelphi Unilever Aston Martin ABB Daimler Chrysler GE Capital Citibank Bechtel Call Centers Data Entry Finance Accounts Technology Help Desk Research Analytics Engineering Design 4. Wide variety of processes, regardless of complexity and level of customer contact, are being handled from India Sales Order Fulfillment Supply Chain Customer Service Accounting Human Resorces Information Technology Manufac-turing Collections Customer Mail Telemarketing Order Tracking Order Booking Customer Care Accounts Payable Placing Orders Reconciliation Help Desk Payroll Processing Analytics Payment Processing Reporting Data Entry Complexity Level of Customer Contact 5. Outsourcing is a reality there is no going back Nearly 75% of American and European companies now use outsourcing or shared services to support their processes Indias cost effectiveness is established Robust security processes and high levels of quality delivered by Indian BPOs will only provide greater impetus to growth Increasing number of companies are now willing to outsource higher end complex processes leading to increase in opportunity 6. The industry has grown fast and the growth will continue The industry has grown at a rapid pace over the last 10 years and has achieved a CAGR of over 50% Total revenues are at USD 5.5 billion for year 2004-05 The ITES segment is likely to contribute an estimated 1% of national GDP in FY 2004-05 The BPO industry employs approximately 400,000 people currently This number is expected to cross 1,000,000 in the next three years 7. The growth to my mind is limited by what India Inc. can deliver Outsourcing organisations are eagerto outsource more and increase the savings Most Indian BPOs are under constant pressure to hire more people 8. So what should be the agenda for India Inc. QUALITY Constantly meet and exceed customer expectations HUMAN RESOURCES Ensure availability of larger pool of trained manpower through changes in education system and curriculum INFRASTRUCTURE Create and provide better infrastructure to support the industry PUSH TO SMALLER TOWNS Expanding the base by taking this movement to the smaller towns 9. Thank You Contact: Salil Agrawal Head IT, BPO and Telecom Practice [email_address] Phone: +91 9810064535

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