Business Process Outsourcing in India

Even though many other Asian countries like Philippines and China have emerged as competitors, India remains a favored destination for Western countries for their outsourcing needs. There are many aspects that contribute to the success of Indian BPO Service industry. One of the main reasons is the availability of a skilled and intelligent workforce that is fluent in English. Moreover, the majority of this workforce is young and under 30 which helps to tap their full potential.

Another reason is the different time zones of the West and Asia which complement each other as there is approximately a 12 hour time difference. So a company that wishes to function 24/7 need only to set up office at an offshore BPO Solution center in say, India. Also, there have been great strides in high-end technology that makes the process reliable and of high quality.

The most important driving factor is cost effectiveness. Low operational and setup costs and low wages given to employees make outsourcing an attractive option. The Indian government is supportive and has brought forth many steps that improve the ease of setting up business in India.

By outsourcing basic data entry jobs and several backend processes, many international companies enjoy the added advantage of being able to focus on their core business processes. The additional responsibilities and hassles of hiring and training talented staff is mitigated when the services of a BPO Service Provider is taken.

Several companies outsource their business functionalities according to their requirements. The types of outsourcing are broadly divided into application outsourcing, business process outsourcing, and infrastructure outsourcing. The BPO solutions are divided into two: Inbound and Outbound services. When the office acts as a hub to receive the calls from the customers, then it is called as Inbound. When calls are initiated to the customers for various promotional activities of the business then it is called as Outbound.

Indian BPO companies offer a myriad of services in almost all sectors. Some of the main services offered are in the field of marketing, retail, telecom, insurance and banking to name a few. The services offered are:

1. Customer Interaction Services: Call center services that interact with customers by handling their queries through voice, email or chat. Telemarketing services, order processing, customer support all come under this service.

2. Back Office Functions: Outsourcing of internal business functions of a company is called back office outsourcing. It includes services like credit/debit card processing, logistics, and dispatch, warehouse management to name a few.

3. Finance & Accounting Services: Services related to the financial statement and accounts of the company such as billing services, account payables, auditing and compliance.

4. HR services: Maintenance of the company’s HR records such as payroll, healthcare administration, hiring and recruitment.

5. Knowledge Services: Knowledge and information related services such as data analytics and data mining is done. This can also include product and market research and analysis of surveys.

As can be seen, there are not many areas that haven’t been touched by the BPO sector. With qualified work force and cutting edge technology, India remains the preferred destination of companies that look out for the competitive edge.