Case Study:
BPO

Client Name: Confidential
Services Rendered: Skills Gap Analysis, Skills Research, Formulation of Strategy, Planning, and execution of training program.

Week
Turn Around Time
Trainees interviewed
Trainees Delivered
%
Productivity Enhancement
case study bpo

Case Study:
BPO

Client Name: Confidential
Services Rendered: Skills Gap Analysis, Skills Research, Formulation of Strategy, Planning, and execution of training program.

Week
Turn Around Time
Trainees interviewed
Trainees Delivered
%
Productivity Enhancement

In India, Business Process Outsourcing (BPO) is the fastest growing segment of the ITES (Information Technology Enabled Services) industry. Factors such as economy of scale, business risk mitigation, cost advantage, utilization improvement and superior competency have all lead to the growth of the Indian BPO industry. Business process outsourcing in India, which started around the mid-90s, has now grown by leaps and bounds.

India is now the world’s favored market for BPO companies, among other competitors, such as, Australia, China, Philippines and Ireland. The BPO boom in India is credited to cheap labor costs and India’s huge talent pool of skilled, English-speaking professionals. Research by the National Association of Software Services and Companies (NASSCOM) has revealed that quality orientation among leading BPO companies, 24/7 services, India’s unique geographic location and the investor friendly tax structure in India have all made the BPO industry in India very popular.Indian BPO companies offer varied services, such as, customer support, technical support, telemarketing, insurance processing, data processing, forms processing, bookkeeping and internet / online / web research.

  1. Customer support services: 24/7 inbound / outbound call center services that address customer queries and concerns through phone, email and live chat.
  2. Technical support services: Installation, product support, running support, troubleshooting, usage support and problem resolution for computer software, hardware, peripherals and internet infrastructure.
  3. Telemarketing services: Interacting with potential customers and creating interest for the customer’s services/ products. Up-selling, promoting and cross selling to existing customers and completing online sales processes.
  4. IT help desk services: Level 1 and 2 multi-channel support, system problem resolutions, technical problem resolution, office productivity tools support, answering product usage queries and performing remote diagnostics.
  5. Insurance processing: New business acquisition and promotion, claims processing, policy maintenance and policy management.
  6. Data entry and data processing: Data entry from paper, books, images, e-books, yellow pages, web sites, business cards, printed documents, software applications, receipts, bills, catalogs and mailing lists.
  7. Data conversion services: Data conversion for databases, word processors, spreadsheets and software applications. Data conversion of raw data into PDF, HTML, Word or Acrobat formats.
  8. Bookkeeping and accounting services: Maintenance of the customer’s general ledger, accounts receivables, accounts payables, financial statements, bank reconciliations and assets / equipment ledgers.
  9. Form processing services: Online form processing, payroll processing, medical billing, insurance claim forms processing and medical forms processing.
  10. Online research: Internet search, product research, market research, surveys, analysis, web research and mailing list research.

Interesting facts about the Indian BPO industry

  • The BPO sector in India is estimated to have reached a 54 per cent growth in revenue
  • The demand for Indian BPO services has been growing at an annual growth rate of 50%
  • The BPO industry in India has provided jobs for over 74,400 Indians. This number is continuing to grow on a yearly basis. The Indian BPO sector is soon to employ over 1.1 million Indians
  • 70% of India’s BPO industry’s revenue is from contact centers, 20% from data entry work and the remaining 10% from information technology related work
  • Indian BPOs handle 56% of the world’s business process outsourcing

Client : A Voice Process BPO Owner

State : NOIDA, Uttar Pradesh

The Issue: The client which approached us is a big BPO Owner based out of NOIDA. The service  that he provides is highly driven by man power. He had made a huge investments in the infrastructure. His setup was unique in every sense with everything new and modern. However the problem faced by him was of trained manpower. There are not enough skilled manpower that could meet the standards of the industry. This was resulting in inferior services being provided to clients. The situation was really bad and affecting the business.

Solution: We sent a team over to clients location in order to really evaluate the conditions and understand what needed to be done. We could realize one thing for a fact that the manpower had to be sourced locally as knowledge of  language was a must.Our role here was to filter and motivate local youth to join the local business and contribute to the economy. Our team soon started their work.

Results:
Total Time: 4 Weeks
Week 1 : Campaigning for company.
Week 2 : 14215 prospective candidates collected
Week 3 : Filtered and enrolled 3500 Neem Trainees
Week 4 : Training started

The client is more than glad that we intervened. His new workforce is producing wonders for him. He is back in to competition and is now ready to take over the market. The customers have also started to recommend his brand  for BPO related needs.