Post on 10-Apr-2018
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INFORMATION
TECHNOLOGY
INDIRA INSTITUTE OF
BUSINESS MANAGEMENT
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ROLE OF I.T. IN
BPO SECTOR
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PRESENTED BY
GROUP:10
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GROUP MEMBERS
D.S. HARIPRIYA
SNEHA PATIL
PRIYANKA PATIL
SHWETA NAWKAR
PRAFUL DEOTALE
NADEEM TAHIR
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TOPICS COVERED
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What is OUTSOURCING?
Defined as the delegation of non-core operations or jobs
from internal production within a business to an external
entity that specializes in that operation.
Strategic management.
Helps companies concentrate on their core competence.
Delegate other peripheral activities to an external agencythat specializes in that task.
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What is aBPO?
Business process outsourcing (BPO) is a broad termreferring to outsourcing in all fields.
A BPO differentiates itself by either putting in new
technology or applying existing technology in a new way to
improve a process.
BPO is the delegation of one or more IT-intensive business
processes to an external provider that in turn owns,
administers and manages the selected process based on
defined and measurable performance criteria.
Business Process Outsourcing (BPO) is one of the fastest
growing segments of the Information Technology Enabled
Services (ITES) industry.
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Fewbpo companies..
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I.T in the BPO world (Facts)
Total IT-BPO industry has reached to USD 71.7 billionaccounting for 5.8% of Indias GDP.
Seven Indian cities account for 95% of export revenues,
focus on developing 43 new locations to emerge as IT-BPOhubs.
Indian IT service providers have evolved from application
development and maintenance companies, to full service
players providing testing services, infrastructure services,consulting and system integration.
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Within these segments, IT outsourcing exhibited strong
growth, in line with global trends while Project oriented work
witnessed lower growth due to tighter discretionary spend.
IT has helped foreign organisations outsource their
processes to BPO companies in India without worrying about
security.
Using IT, BPO companies have been able to offer continuous
uptime to their customers by adopting advanced networking
capabilities and thereby meeting their Service Level
Agreements (SLAs).
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With their innovative IT infrastructure BPO companies have
successfully adhered to international regulations winning
customers hearts and increasing their confidence tooutsource more strategic processes to India.
The use of IT has also brought in added operational
efficiency and transparency in BPO companies.
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Softwares used inthebpo sector
BPO Governance Software - Helps monitorBusiness
Processes in Real-time, Create web based reports
and create Business Process Analytics.
KANA Software (NASDAQ) provides enterprise
applications for Service Resolution Management
(SRM), enabling companies to consistently resolve
customer issues regardless of interaction channel:call /contact center, knowledge management,email,
web, chat etc.
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Workforce management software for contact centers is
available as an ASP subscription service over the Internet OR
as an installation on your company servers for access via yourintranet. Sold in India thru ATW Technologies.
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24/7 Customer
24/7 uses a VoIP-based callmonitoring system called
NICE. It has deployed IP
Telephony, a call
management, and a
workforce managementsystem to streamline its
operations.
Nirvana Business Solutions NBS has implemented an
Interactive Voice Response
System (IVRS) from Cisco
Systems. It plans to deploy
more IP telephones.
I.T. Intitiative by Companies
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Problems in I.T. Bpo sector
In India the IT-BPO is still nascent industry. It lacks licensingpolicies, labour law restriction, common state laws for24x7
services and working in night shift, long term financing
options for infrastructure development and red tape in the
sanctioning of the policies.
IT-BPO exports grew at a compound annual rate of 31.6 per
cent in the boom years 2004-08. But the rate fell to 16 per
cent last year (2008-09) and is likely to be in single digit in the
current year.
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System down time:
Cause: System cannot handle enormous volume ofconcurrent calls.
Effect: Results in high waiting time for customers,
less customer satisfaction & higher call handling time.
System response time:
Cause: Lack of intuitive and user centered applications
Effect: Results in high call handling time for the employee and
high waiting time for the customer. Both result in loss of
revenue for the BPO organization.
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I.T. GOING GREEN!!!!!
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Why Is I.T. Going
Green???
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HOWCAN WE GO GREEN
THROUGH BETTER
UTILISATION?????
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IT services firm Patni has opened a $40m business process outsourcing(BPO) delivery centre in the outskirts of New Delhi to meet customerdemands for green IT.
Additional facts
The new centre is constructed around central courtyards,
which act as a micro-climatic generator, so reducing energy
consumption. A body of water and vegetation reduce ambient
temperature by evaporative cooling.
Motion sensor lighting system and energy efficient lights with
electronic ballasts.
Minimum night sky pollution.
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Working environment
Some 95 per cent of occupants have access to outsideviews.
Air conditioning system sensitive to number of occupants
and temperature. The system adjusts the air flow based on
capacity monitored by occupancy sensors.
Interior materials with low volatile organic compound (VOC)
emissions such as paints and adhesives.
3M mats for indoor pollutant source control.
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Eco-friendly materials
More than 70 per cent of the building material is procuredlocally - within 500 mile radius.
Use of recyclable products; gypsum ceiling, glass etc.
Use of reclaimed wood and bamboo flooring.
Eco-friendly construction practices. Broken tiles have been
used in balconies; stone waste is used as finishing material
for planters.
Wood used in construction of building is sourced from ship
wrecks
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THANK YOUFOR
BEING A PATIENTAUDIENCE..!!!!!