role of it in bpo

8/8/2019 role of it in bpo

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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..!!!!!

role of it in bpo

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