BPO (Business Process Outsourcing) Resources & Guide

Outsourcing is contracting with another company or person to do a particular function. Almost every organization outsources in some way. Typically, the function being outsourced is considered non-core to the business. An insurance company, for example, might outsource its janitorial and landscaping operations to firms that specialize in those types of work since they are not related to insurance or strategic to the business. The outside firms that are providing the outsourcing services are third-party providers, or as they are more commonly called, service providers.

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How big is the Indian KPO market?

According to industry estimates, by 2010, the size of the KPO industry would be worth $17 billion globally, out of which India would hog almost $12bn. Nasscom and Evalueserve estimate that by 2010, 300,000 jobs would be created in the KPO space and 70% of these jobs are expected to come to India. But the picture is not as rosy as it looks. The KPO industry will have to wade through many challenges to keep up the expectations and predictions for its bright future.

One of the major problems faced by the KPO industry is the dearth of skilled manpower with domain expertise. The client's expectations and quality requirements are very high. Also in the KPO space, client conversion and development takes longer compared to other processes. If India wants to get 70% of KPO jobs by 2010, then serious intervention at the educational level and investment in training are imperative.

Outsourcing is not new, its popular for decade

Outsourcing is not new - it has been a popular management tool for decade. One can safely say outsourcing has evolved :-

• 1960's - time-sharing
• 1970's - parts of IT operations
• 1980's - entire IT operations
• 1990's - alliances/tie-ups
• 2000's - IT-enabled services