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1.
Why India?
THE
INDIA ADVANTAGE
Language
India has the second-largest
English- speaking population
in the world.
English is the principal language
for the business transactions
in India.
Manpower
India has the second largest
and the fastest growing pool
of technical manpower.
High availability of Computer
literate, English speaking &
educated customer care
professionals.
India has the lowest manpower
cost. Manpower cost is approximately
one tenth of what it is overseas.
The annual cost per agent in
USA is approximately $40,000
while in India it is around
$5000.
Reliability and Security
The work force is highly reliable
and can deliver world-class
quality and ensure rapid delivery
of service. Indian companies
are also increasingly adapting
to international quality and
security standards.
Infrastructure
India is outfitted with well-connected
telecommunication systems on
a world-class scale·
High availability of infrastructure
resources.
India's satellite-based telecommunication
network enables almost instantaneous
high-speed transfer of voice
and data across the globe.
Legislative Framework
Highly liberal Government policies
on Call- centre operations.
Maintains High cost-competitiveness
in service sectors.
Proactive Government - 10yr.
Tax holiday · Duty free
import of capital machinery
and software.
Cost Benefits
Indian companies can provide
call centre services to clients
based in the U.S. or the U.K.
at one-sixth to one-fourth of
what it costs in the U.S., U.K.
or Australia.
Time Zone
A virtual 12-hour time zone
difference with the USA and
other markets for Call Centre
services is in India's favor.
Pro-Active Government
The department of telecommunications,
Government of India has given
a special thrust to the industry
by reducing the prices of high-speed
international private leased
circuits. The recent IT boom
has prompted the Government
of India to announce exemptions
from income tax and customs
for the exports of IT enabled
services. Central and the State
governments have put emphasis
to set up state-of-the art infrastructure
for the projected boom for IT
enabled services. Private Internet
gateways and 100 foreign direct
investments have been given
approvals. "Potentially 50-80
percent of total process costs
in most IT enabled services
can be out sourced offshore.
As much as 70 - 80 percent costs
can be reduced primarily because
of wage differentials. However,
in order to manage operations
in remote locations, expatriate
management may initially be
required to support the remote
locations. This together with
higher telecom costs could result
in additional costs of 10-20
percent. Hence there could be
50-60 percent saving on out
located processes." |
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 2.
Why Cynosure?
DEDICATED TO
THE CREATION OF CUSTOMER SURPRISE
Customer focus has become the barometer
of organizational performance at Cynosure
. And for this very purpose Cynosure as
a call centre have gradually yet steadily
made a niche for itself. In a world of cutthroat
competition, survival is the keyword - which
involves not only multifarious and dynamic
business attitude but also ensuring a flawless
customer service. And that's where stands
the inevitability of Cynosure the call centre.
We at Cynosure completely relate to the
importance of customer care needs. So the
focus is on an incessant deliverance of
world-class quality support through our
highly professional support team and state
of the art technology. This, in totality,
enables you to soar in your business aspirations,
as would your customers' optimism in you.
Benefits
at Cynosure
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Low
cost on per-call / response basis
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24/7
customer support services |
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Reduced
turnaround time |
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Reduced
time to market |
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Excellent
quality and consistency |
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No
extra infrastructure cost |
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High-level
of call pick-up / customer response
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Best
of customer care professionals |
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Highly
systemized and professional style
of working. |
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Zero
over-heads on customer response
/ activity with-in your organization.
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No
cost over-runs; since the entire
service will be operating on a fixed
charge basis. |
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No
infrastructure requirements at your
end; since the full call-centre
is owned and managed by us. |
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Ready-to-start
resources with absolute minimum
set-up time. |
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Use
of latest technology in telecommunications
and customer-care. |
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No
extra manpower cost and involvement
because of high turnover and tight
domestic labor pools, it requires
ongoing investment in recruitment,
training, background checks and
other human resources costs. |
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The
top 400 companies declare they currently
outsource several business functions.
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Worldwide
revenue for outsourcing will continue
to grow at the rate of 15%. |
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The
user typically realizes cost savings
of 60%. |
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3. What is CRM?
Customer
Relationship Management is a set of methodologies,
software, and usually Internet capabilities
that help an enterprise manage customer
relationships in an organized way. It includes
all business processes in sales, marketing,
and service that touch the customer. For
example, an enterprise might build a database
about its customers that describes relationships
in sufficient detail so that management,
salespeople, people providing service, and
even the customer can access information,
match customer needs with product plans
and offerings, remind customers of service
requirements, know what other products a
customer has purchased, and so on. In contrast
to customer care, Customer Relationship
Management tends to be used to deal more
specifically with the integration of all
business functions with each other.
"A business
strategy driven by a company's commitment
to growth and success through taking care
of its customers extraordinarily well with
a long-term relationship in mind" |
3. Why CRM?
For years, customer service
was considered a necessary evil or even
a way to shunt unwanted customers away.
But the new paradigm says contact centers
can add value to your business, either in
real money through targeted marketing or
in making that contacts a positive experience.
And changes in contact, from technology
to outsourcing, mean you can manage the
time and money spent in customer contact
better
Harvard Business Review: 10% of customers
can account for 225% of profits.
Fortune 500 Studies: Fortune 500 companies
lose 50% of their customers every five years.
Reichheld's Loyalty EffectT: A 1% increase
in customer retention can increase profits
by 25- 50%. |
4. What are benefits of B.P.O (Business
Process Outsourcing)?
Control capital
costs. Cost-cutting may not be the only
reason to outsource, but it´s certainly
a major factor. Outsourcing converts fixed
costs into variable costs, releases capital
for investment elsewhere in your business,
and allows you to avoid large expenditures
in the early stages of your business. Outsourcing
can also make your firm more attractive
to investors, since you´re able to
pump more capital directly into revenue-producing
activities.
Increase efficiency. Companies that do everything
themselves have much higher research, development,
marketing and distribution expenses, all
of which must be passed on to customers.
An outside provider´s cost structure
and economy of scale can give your firm
an important competitive advantage.
Reduce labor costs. Hiring and training
staff for short-term or peripheral projects
can be very expensive, and temporary employees
don´t always live up to your expectations.
Outsourcing lets you focus your human resources
where you need them most.
Start new projects quickly. A good outsourcing
firm has the resources to start a project
right away. Handling the same project in
house might involve taking weeks or months
to hire the right people, train them and
provide the support they need. And if a
project requires major capital investments
(such as building a series of distribution
centers), the startup process can be even
more difficult.
Focus on your core business. Every business
has limited resources, and every manager
has limited time and attention. Outsourcing
can help your business to shift its focus
from peripheral activities toward work that
serves the customer, and it can help managers
set their priorities more clearly.
Level the playing field. Most small firms
simply can´t afford to match the in-house
support services that larger companies maintain.
Outsourcing can help small firms act "big"
by giving them access to the same economies
of scale, efficiency and expertise that
large companies enjoy.
Reduce risk. Every business investment carries
a certain amount of risk. Markets, competition,
government regulations, financial conditions
and technologies all change very quickly.
Outsourcing providers assume and manage
this risk for you, and they generally are
much better at deciding how to avoid risk
in their areas of expertise. |
5.
What is a Contact Center?
" A place where communication
between company and customer is managed
in a pre-defined method by using modern
communications' tools & technologies"
Contact Center allows a business to:
Retain its customer base through fast and
efficient response.
Cater to the needs and preference of its
various customer segments.
Offer its customers new ways of contact
for transaction.
To stay ahead of competition & at the
same time reduce cost.
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6.
Industry Reports
Business intelligence major
International Data Corporation (IDC) has
predicted that the IT-enabled services market
globally will account for revenues of US$
1.2 trillion by 2006.
With growth projected at 11 percent annually,
the ITES/BPO segment will be one of the
most significant business opportunities
for the Indian software and services industry.
Indian IT players have in fact already made
great strides in the ITES/BPO market. What
began as an activity that was confined to
MNCs that set up captive ITES facilities
in the country, India today has a large
base of third party ITES/BPO companies that
are bagging prestigious remote services
projects from leading global organizations.
The ITES-BPO market remained a high growth
segment for the Indian software and services
industry during 2002-03. Despite the adverse
global economic conditions, Indian players
in this space logged in high growth rates.
Overall this sector grew at over 65 percent-upping
revenues from Rs. 71 billion in 2001-02
to touch Rs. 117 billion in 2002-03.
ITES/BPO opportunities by geography and
segment
In terms of geographies, the following
trends are apparent:
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The
Americas will continue to lead in
terms of ITES/BPO spending, with
the US accounting for over 59 percent
of total worldwide spend. |
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Europe
is the second largest market for
ITES/BPO services, accounting for
22 percent of the market (IDC estimates).
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The
region however with the maximum
ITES/BPO growth is Asia Pacific,
which accounts for 15 percent of
the global BPO spend |
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The
Human Resources activity will represent
the highest revenue opportunity
for Indian companies going ahead.
It will account for a turnover of
around US$ 25,555 million in 2006,
up from US$ 7,373 million in 2001
(IDC estimates). The other hot growth
markets within ITES/BPO are logistics,
purchasing, engineering, marketing,
sales, FOM, administration, legal,
and finance/accounting. |
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KEY
TRENDS
The following trends dominated the
Indian ITES/BPO environment during 2002-03:
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A
number of leading software services
companies made a foray into the ITES/BPO
domain, either directly, or through
the mergers and acquisitions route.
Most Indian IT leaders today such
as Wipro, Patni, Satyam, and HCL among
others have a presence in this market.
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A
number of new investments (of the
order of US$ 800 million) were made
in this sector during 2002. Both MNCs
and third party providers scaled capacity
during the year |
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The
segments within ITES that showed the
maximum growth (over 75 percent) were
customer care and administration.
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The
regions that provided the most ITES/BPO
business for India were the US and
UK markets |
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Convinced
about the benefits (in terms of cost
cutting) BPO brought in, leading global
customers scaled their requirements
to Indian vendors. A large number
of Fortune 100 companies are now exploring
ITES/BPO from India. |
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Within
the ITES market, some of the new opportunity
areas that emerged during 2002 were
engineering design, biotech research,
research outsourcing, customer analytics,
market research, equity research,
etc. |
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The
ITES/BPO spread across India's key
metros and beyond. At least nine cities
witnessed high ITES/BPO business penetration,
with NCR (the National Capital Region)
drawing the largest number of players.
Some of the other ITES/BPO hubs included
Mumbai, Bangalore, Chennai, Kolkata,
Hyderabad, Kochi, Ahmedabad and Pune.
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The
Indian Scenario
According to industry estimates, the ITES
market globally was of the order of US$
13.5 billion during 2000 and is expected
to grow to US $ 142 billion by 2008.
The segments within ITES that will witness
tremendous growth include back office operations,
remote education, and data search, market
research and customer interaction services.
As per Nasscom - McKinsey report 1999, the
ITES industry can attain revenues of US
$ 17 billion by 2008 and capture 12% of
the market. India's irresistible and sustainable
value proposition India currently offers
a strong value proposition of all IT enabled
services hubs owing to the following reasons:
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India's
abundant skilled manpower is drawing
corporate hubs to back end their
operations in India. The country's
English speaking manpower rates
high in areas such as qualifications,
capabilities, quality of work and
work ethics. This places India ahead
of competitors such as Singapore,
Hong Kong, China, Philippines, Mexico,
Ireland, Australia and Holland,
among others. |
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India's
telecom and physical infrastructure
is approaching parity with other
countries |
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Indian
companies have unique capabilities
and systems for setting, measuring
and monitoring quality targets.
Nasscom is working with international
certification agencies to set standards.
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In
certain ITES categories, Indian
centres have achieved higher productivity
levels-for example, the number of
transactions per hour for back office
processing, than their Western counterparts.
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Also,
India is able to offer a 24x7 service
and reduction in turnaround times
by leveraging time zone differences.
India's unique geographic positioning
makes this possible. |
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The
regulatory environment, specially
relating to ITS and ITES is highly
progressive and most of the earlier
policy recommendations made to the
Government have been accepted and
acted upon. |
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Incentives
such as income tax holiday until
2010 have been provided for the
export of IT enabled services. |
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The
Government of India has announced
a special policy for call centres
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·
Many state governments in India
are offering incentives and infrastructure
for setting up IT enabled services.
witnessed high ITES/BPO business
penetration, with NCR (the National
Capital Region) drawing the largest
number of players. Some of the other
ITES/BPO hubs included Mumbai, Bangalore,
Chennai, Kolkata, Hyderabad, Kochi,
Ahmedabad and Pune. |
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