Showing posts with label Business Growth. Show all posts
Showing posts with label Business Growth. Show all posts

Japanese Finance Minister on the Country's Economy

Wednesday, October 7, 2009
Japanese Finance Minister Hirohisa Fujii spoke Tuesday with Wall Street Journal reporter Alison Tudor at the Ministry of Finance in Tokyo. Read excerpts from the interview.
On the Japanese economy:
"I'm not sure if the numbers are going to get worse but up until now we had an export-led economy. In the month of August exports had a 36% decline. I think the economic situation is reflecting the fact that we were heavily dependent on exports, so we believe we have to steer our economy into a domestic demand-led economy, so we are now working on a major economic policy shift.
"I think this policy change has only become possible with the change of government. In the past it was very difficult because it meant a major policy change to change this export-led economic management."
* * *
On U.S. Treasury Secretary Timothy Geithner:
"The other day I met with [Timothy] Geithner, the United States Secretary of the Treasury, and I told him about our intended policy change and he said this policy direction matches well the course that American economic policy is pursuing, and indeed that world economic policy is pursuing.
"As you know, in the U.S., Geithner is trying to revert the U.S. economy into a savings-led economy, and he wants to see a strengthened dollar."
* * *
On structural changes:
"By fiscal means, we would like to implement the reallocation of resources to as many people as possible directly.
"We shouldn't be overly dependent on export growth. Recently 60% of Japanese GDP growth came from exports. That is quite abnormal, and something we have to correct.
"However, I'm not saying that exports altogether are wrong. Japan has an outstanding state-of-the-art technology. So through our state-of-the-art technology we can make a contribution to the international community."
* * *
On currency intervention:
"I for one do not believe that authorities should intervene in foreign-exchange markets in an excessive way. However, if forex market movements are outrageously reckless, or acting without any order, then I think some kind of measures are needed and I think that is the way it always is all over the world regarding foreign exchange policies."
* * *
On the yen:
"Looking at the current situation, I don't regard it as being extremely abnormal."
* * *
On the U.S. dollar:
"Looking at the economic competence and the economic prowess of the countries of the world, I see the United States by far exceeding other countries in terms of economic capability. I think currency is something that reflects the real economic prowess of any given country and therefore I have no doubt whatsoever that for the time being the key currency will be the U.S. dollar.
"The current situation stems from the fact that the dollar is weakened. The reason is that the U.S. is sticking to the consistent policy of low-interest rates. I respect the consistency of policy.
* * *
On China's advantages from a weakened dollar, because its currency is tied to the dollar and a weaker currency makes its exports attractive:
"This issue is not an issue of China alone. The U.S. dollar is involved. So saying something strong to China alone would not resolve the situation. This should be dealt with as part of the international currency problem."

TCS bags outsourcing contract

Thursday, September 24, 2009

Tata Consultancy Services has been selected as an IT vendor by BP for the oil and gas majors refining, manufacturing and corporate maintenance works. "Our selection as a strategic IT vendor for BP demonstrates our strong domain expertise and highlights the investments we have been making in the technology-led energy sector," TCS Chief Operating Officer and Executive Director N Chandrasekaran said in a release.When contacted a TCS official told PTI that the deal was for five years, but she did not reveal the value of the deal.BP has a rigorous procurement selection process which assessed the capability, oil and gas sector knowledge and cost.BP is one of the world`s largest energy companies, providing its customers with fuel for transportation, energy for heat and light, retail services and petrochemicals products for everyday items.TCS energy vertical serves international and domestic energy companies across the industrys value chain. It also works with oil field services companies on solutions that help increase the production and reliability of upstream operations, the release said."In awarding TCS our refining, manufacturing and corporate maintenance work, we look to benefit from their knowledge of the oil and gas sector," BP Group CIO Dana Deasy was quoted as saying in the release.The contact would help BP to reduce complexity, standardise processes and lower overall cost base, Deasy said.

Global BPO vendors poach staff from local cos

Tuesday, September 22, 2009
Global outsourcing vendors such as Accenture and Capgemini are increasingly poaching employees from Indian rivals as they tap into professionals with expertise in offshoring to compete more effectively against companies like TCS, Wipro and Infosys.
As offshore outsourcing goes mainstream, multinationals are hiring Indians to head their sales teams in key markets in Europe and the US, a shift from the practice of employing locals to win contracts.
“This is happening for several roles spanning from sales, sales support to delivery. There is in a sense, even positive discrimination towards Indians now,” an Indian executive who joined a multinational in Germany recently told ET on condition on anonymity.
Offshore outsourcing, or remote delivery of software application development, maintenance and support from countries like India, helps customers such as GE and Citibank save up to 40% in costs. Indian companies such as TCS, Wipro and Infosys started using offshore outsourcing to their advantage around a decade ago by wooing customers with significant cost-benefits.
In recent months, about a dozen or so top professionals have left an Indian company to join multinational competitors. Padmanabhan Ananthanarayanan, who headed India’s largest software exporter TCS’ sales organisation in Europe until February this year, joined Accenture in March as director of its outsourcing business based in Germany.
Shishir Kumar and Vikas Baranwal quit TCS earlier this year to join Accenture as sales directors, Nimit Chawal and Dev Sharma joined Capgemini to lead the company’s sales team. Mr Sharma headed Wipro’s business development and account management for manufacturing and automotive customers in Germany until December last year, before becoming director, business development for Central Europe at Capgemini.
Sridhar Vedala, managing director of offshoring advisory firm Quantum Step, says global service providers are hiring more Indian professionals to influence the perception of customers who are looking at India and Indian professionals as synonyms for offshore outsourcing.
“Now when offshoring is in demand, obviously customers prefer Indian providers. In order to influence the perception, global providers are hiring Indian managers,” he observed.
Among such customers is the world’s largest chemical company BASF, which is seeking offshore suppliers to support its business IT systems and looking to commence a dialogue with Indian offshore managers. “Initially, global providers did not care about the competition from Indian providers. Probably, they never thought that Indian providers will be able to compete with them for larger deals,” he added.
A top executive at an Indian tech firm says many outsourcing dialogues these days are being spearheaded by Indian offshore delivery managers, unlike in the past, when local experts would help them gain access to a potential customer. “The chief information officers are specifically asking for Indian suppliers.”
The over $40-billion Indian software outsourcing industry derives almost 70-80% of its revenues from offshore outsourcing. While established outsourcing vendors, such as IBM and Accenture, still lead the market because of their early relationships and ‘onshore intimacy’ with large customers, several new outsourcing customers are now looking at pure offshoring, which is helping the Indian vendors.
“For all large application management deals, the question is no more offshore or no offshore, but how much to offshore and in some cases ‘why should anything be onshore anymore’,” said a person involved with decision-making at a large enterprise in Germany.
“This is such a contrast. Until a few months ago, some Indian companies were trying to hire more locals in Germany and France, but now customers are becoming more comfortable with Indian managers,” said a senior Indian professional based in Munich, Germany, who recently quit one of the top ten Indian software exporters to join an MNC rival.
Hema Ravichander, who was the head of human resources at Infosys and is now an independent consultant, says Indian professionals are highly valued because of their early offshoring experience.
“Speed, adaptability, networking, deep understanding of the competitor landscape make them valuable. Also, they have been there, done that; so they enjoy high credibility,” she said.

BPO Industry As A Career Option

Wednesday, September 2, 2009
Taking a look at the current financial crisis, one may not feel too optimistic about business process outsourcing( BPO) industry in India. However Mr. P. G. Raghuraman, Lead Delivery Centers for BPO in India, Accenture, sees the positive aspects in the growth of BPO service providers and also potential for the industry to attract young professionals as their chosen career.

According to Nasscom study, the current size of BPO industry is $11 billion and it is expected to grow by five-fold in size to $50 billion by the year 2012. This growth in Indian BPO will add nearly 2.5 percent to the India's GDP from the export earnings and employment to nearly 2 million people.
There is popular belief that,there are numerous job opportunities but fewer career opportunities in BPO sector. This is not true,the Indian BPO industry has boundless career opportunities. This is evident from the fact that, over the years the BPO services have grown from just voice to other customer relationship management services like human resources,finance and accounting, learning and procurement, animation and multimedia, legal transcription, content development, as well as industry-specific services focusing on the health care,insurance, pharmaceutical and utility industries.

The companies in the life science industry are quite familiar to the process of outsourcing. They outsource some of their critical process like drug discovery, product manufacture,clinical trials and data management. Thus the mainstream BPO service providers requires special knowledge and skill set to perform the traditional life science functions such as clinical data management and monitoring of drug safety.

India happens to be one of the most attractive destination for such specialized functions due to low cost benefits and availability of high skilled work force.
Today, the Indian BPO companies are creating comprehensive roles for employees by expanding globally and providing them the opportunity to work on multiple verticals. It is indeed a fast growing industry as it provides ample opportunity for growth and entrepreneurship.

This change in the role of BPO sector from transaction-processing to high end specialized services has led to the growing demand of skilled workforce. Today the industry needs capability development. Even the professionals with degrees like M.tech,MBBS,MBA, CA, ICWA are taking up work in domain specific back office processes in advisory,analytical and consulting arena. This requires a clear relationship between IT/BPO industry and the academic world which train the workforce with industry specific jobs.
Nowadays even parents are becoming more supportive to the youngsters who want to join the BPO industry because they genuinely see it as a long term career. There is a realization that, BPO are not only about call centers but providing the right opportunities, skills and global exposure. In a nutshell the employees in the BPO industry are now getting challenging careers with tremendous job opportunities,hands-on experience,information about the culture and customs of various countries across the globe. This experience in understanding and appreciation of diversity is valuable for their personal as well professional growth.

Of late, BPO industry does get support from reputed academia. There are companies who provide training programmes specifically designed for the BPO sector in collaboration with some of the renowned institutions of India. More courses of this nature are being designed by other companies to provide outsourcing services. This one step forward towards making BPO as a long term career opportunity.
outsourcing.

What It Takes To Start A Call Centre Business

Thursday, August 27, 2009
Today, any young entrepreneur who is getting into call centre business should understand that, he is entering into a commodity- like business.

Anyone who claims to offer innovative ideas regarding starting a call centre business is clearly not in the loop of the industry. One should accept the fact that, call centre business is not based on innovation but rather on strategies.
Given this, there are some people who go ahead with the proposition of call centre business. To start a call centre business you need to arrange for a certain amount of capital. After having finalized that you want to get into call centre business, it is imperative that you need the infrastructure in place. Then plan out for a core team to propel your business and around ten trained call centre agents to start the pilot process.

If any call centre firm has to make a mark in the call centre business, the focus should be on high-end quality. Any call centre business will excel if there are experienced people in the company. Accent neutralization and training in various situations is must. The message should be very clear in terms of handling a call. This is an intense business and there is no getting back after the call has been messed up.

The next is to register under STPI so as to get maximum benefit of duty free imports for all kinds of computer hardware. In addition to this, the other important requirements are carpet area, equipment, communication and manpower. The carpet area can range from 55-155 sq feet per agent and this depends on number of seats. It also depends on the number of services rendered by the centre.

You can estimate the total carpet area by planning the space for facilities, amenities and support areas. The communication or connectivity depends on the volume of traffic and services rendered by the call centre firm.
For example a 200- seat call centre will usually invest in a 2 Mbps international private leased circuit for inbound services. This will comprise of two half circuits in India and the other two in US or UK through an international carrier.
The manpower employed in call centre falls under two broad headings. These are operations or agent and management or support staff. The ratio between the two depends on variety of parameters based on organization, services deployed and the client requirement.

Next comes the technological needs, in terms of technical resources the following things are needed like a voice witch/EPABX, modems, routers, multiplexers ( for data and voice transport), RISC/CISC servers, headsets, desktops, IVR( Interactive Voice Response), E1/T1 circuits for connectivity, CTI( Computer Telephony Integration) and ACD( Automatic Call Distributor) are needed.

One can look up to spending $10,000 per agent for setting up a call centre that includes all types of expenses. The cost of maintenance for a seat would be around $4000-$5000 per year. The industry experts say that most of the operation costs will be two- third of their billings.

One thing which has been highlighted before is the consistent delivery of value services and no BPO firm should be generalist but should have an expertise in certain vertical. In terms of getting clients, the company should have a core team who have gone through a learning process in a call centre and the essential team of HR, Finance, Trainers and Operations in place.

Speaking in terms of return on investment, if a call centre business is managed efficiently, the entrepreneur can reap profits within two or three years in business. One more important aspect of this business is the attrition level of BPO industry. One should have proper recruitment plan in mind and should try to stick to it.

Know The Basics Of Starting A Call Center

Wednesday, August 26, 2009

What is a call center?

A call center is centralized office where large volumes of requests are received and transmitted by telephone. A call center is a place set by a company to administer incoming product support or to answer the queries of the customers. It is a physical place where customers and telephone calls are handled by a BPO service provider usually with the help of computer automation. Typically, a call center has the capability of handling considerable volumes of calls, screen calls, forward them to qualified agent who can handle calls and log them.

Types of call center:

Call center are of two types, these are outbound call center and inbound call center

The other types of call center are web enabled call center, CRM (customer relationship management) call center, telemarketing call center and phone call center

What are the key responsibilities of outbound call center personnel?

  • Make outgoing calls to prospective customers to promote product and services
  • Update relevant information in the database as and when required
  • The agent is expected to stick to the highest standard of quality and compliance.
  • Be friendly and courteous to the customers.
  • Make sales to the required target.

What are the key responsibilities of inbound call center personnel?

  • Handle inbound calls relating to customer queries on a product or service.
  • To offer customized services that are designed to meet the requirements of the business.
  • To integrate customer care services.
  • To understand the business, product and services
  • Help in maximizing the efforts of direct marketing.

How does a call center function?

A typical call center functions in the following way, a caller dials a toll free number that is connected to a customer support center. When the call reaches a call center, a trained call center agent answers the call and has access to wide database of information. The dedicated telecommunication links connects the remote call center to the parent organization through voice links and online database access. Therefore even if the caller may be calling a local US number but the calls will be diverted to an offshore BPO service provider.

What are the application areas of call center?

  • Sales support
  • Technical queries
  • Database development
  • Complaint handling
  • Relationship and accounts management
  • Lead generation and follow up
  • Telemarketing
  • Credit and billing
  • Market research

How to start a call center?

Starting a call center is a complex, time consuming and expensive business. The steps to start a call center may vary depending on whether you want to start an in-house or outsourcing call center. Similarly the equipment and manpower requirement is also different for an inbound and outbound call center. Both large and medium sized companies are realizing the benefits of call center. Starting a call center of your can be a lucrative business. Here are some points to consider while starting a call center.

  • Study the call center industry and select a location.
  • Examine the four basic types of call center.
  • Determine the process, permit and licenses required in order to comply with the rules and regulation of your area.
  • Compare the prices of equipment such as Internet and telephone.
  • Define the company’s strategy and methods that you will apply to measure the productivity, quality, customers and employee satisfaction.
  • Create a business plan and outline the business goals, financial needs, staffing plan and logistics
  • Choose a business mentor. There are experts who offer business advice to entrepreneurs, their advice can be beneficial.

Most of the in-house call center function as part of the business and provides services for that business. While an outsourcing call center is the one that provides BPO services to other companies. By knowing the basics of call center industry one can successfully venture into call center business. The next important goal is to follow the plan, improve it, expand it and fine-tune it.

Inbound Customer Service

Tuesday, August 25, 2009

Today many companies outsource their inbound customer services to an offshore call center. Most of the business owners have a hard time to give up the responsibility to their own employees, let alone an outsider. Customers are lifeline of any business and most of the companies value their esteemed customers. Most of the large business houses outsource the non-core aspects of their business after much thought and extensive research.

Today, the companies have realized that, customer service outsourcing is an important tool to boost sales and gain maximum revenues. While there are still many who are reluctant to outsource their inbound customer services. The truth is that in today's competitive business environment inbound customer service is smart choice. It allows companies to handle the important aspects of their business. Most of the reputed call centers have skilled work force. They are professional and are trained to handle calls proficiently which are needed to manage a business successfully.

Inbound customer service is important for retention of customers. Acquiring a new customer is seven times more costly than keeping the existing ones. An inbound customer representative understands the importance of customer relations and manages those relations in most professional manner. The call center services offered by an outsourcing firm is tailored to place the importance of customer service.

The inbound customer service offered by reputed call center is focused to make each customer a customer for life. A professional call center agent makes sure that each phone call that he or she handles results in something positive that your business can build upon. They play a pivotal role in making sure that the customers are satisfied with your product and services.

By outsourcing inbound customer service, a company actually increases the level of customer service. A call center has trained operators that are always available to handle customers need,concerns and problems. They process the requests of the customers as well as answer the queries of the customers related to the product or services. They also take all necessary action to resolve each and every issue so that the customers have unmatched level of satisfaction.

Today running a small or a large business is a daunting task. This is due to labor costs, recruiting problems and ever changing telecommunication equipment. At this time inbound customer service provides the basic ingredient for a company's success.

The call centres in India providing inbound customer service are well equipped with good infrastructure, highly qualified agents, security solutions and cutting edge technology.

The call centres in India have state-of-the-art multimedia centers that offer multichannel interaction through voice email, SMS and fax services. There is no doubt that Indian call centres can handle a range of outsourcing services.

Some of the inbound call centre services have specialization in appointment setting, research surveys, lead generation, debt collection, consumer response, dealer locators, direct mail response, email management services, help desk solutions, inquiry handling, interactive voice response, product technical information and telemarketing in verticals like mortgage, insurance, telecom industries. The inbound customer service includes order taking, technical support, customer service, answering service and help desk services.

In today’s business environment outsourcing is often not a decision that needs to be justified. Some of the non core business functions that are handled internally could be outsourced. Business process outsourcing refers to the rearrangement of entire business functions to some other BPO service provider. Most of the companies that look to outsource are multinationals or companies from the western part of the world. Most of the BPO units are in countries like India, China, Malaysia, Philippines, Kenya and even Russia.

Customer Communications Group Joins Forces with Pluris Marketing

Friday, August 21, 2009
Customer Communications Group, Inc. (CCG), a full-service customer relationship marketing agency, and Pluris Marketing, a provider of multi-channel marketing solutions that optimize the value of each consumer engagement, today announced the formation of a strategic partnership to provide marketers with the groundbreaking promotions optimization solution, COMP. COMP, the CCG Optimized Marketing Platform, drives traffic from a business’ most profitable customers with minimal impact to resources by combining engaging customer content with Pluris’ proven real-time data analysis and sophisticated modeling.

"COMP is all about making customer-centricity easy for our clients, and Pluris brings to the table a high-functioning, real-time optimization technology that is simply unequaled in the industry," said Sandra Gudat, President and CEO of CCG.

The partnership idea between the two companies began when Gudat and Pluris Marketing’s Senior Vice President, Bob Fetter, had a conversation about the state of traditional segmentation and offer versioning. Both knew they had complementary resources for a one-of-a-kind promotions optimization offering.

"The match between CCG and Pluris seemed like the perfect combination," Fetter said. "We knew that both CCG and Pluris Marketing clients needed a better way to produce highly targeted, relevant communications. Many of our clients understand that more than half of all of their promotions were disproportionately reducing margins on generated revenues."

Gudat agreed. "This partnership allows us to meet a need that’s been growing in the marketplace for some time. And now, because of the current economic climate, that need for an ROI-based, seamless optimization offering has grown exponentially."

The COMP product will reduce the time needed to gather customer data, analyze it and respond to it with a customized offer from more than six months to less than one day.


I have to leave now as I have to catch the news of Soccer 2010 World Cup

US-Colombia deal 'not a threat'

Wednesday, August 19, 2009

US Secretary of State Hillary Clinton has sought to calm fears in Latin America about a planned new military agreement with Colombia.

Some countries in the region have expressed alarm over the US plans to use Colombian bases to combat drug traffickers and rebels.

But Mrs Clinton said the accord would respect Colombian sovereignty and other countries would not be affected.

It would not lead to a significant increase in US troop numbers, she said.

Speaking after talks in Washington with Colombian Foreign Minister Jaime Bermudez, Mrs Clinton said the agreement would not lead to the creation of US bases in Colombia.

"It does provide the United States access to Colombian bases but command and control, administration and security will be Colombia's responsibility," she said.

"Any US activity will have to be mutually agreed upon in advance. The United States does not have and does not seek bases inside Colombia."

She also said there would be "no significant permanent increase in the US military and contractor presence in Colombia" and that other countries would not be affected.

"This is about the bilateral co-operation between the United States and Colombia regarding security matters within Colombia," she said.

Regional benefit

Under the deal, the US military will be able to operate on Colombian soil to tackle drug-trafficking and terrorism.

Mrs Clinton said the threats were very real and that the US was "committed to supporting the government of Colombia in its efforts to provide security to all its citizens".

Mr Bermudez said developing "more effective mechanisms of co-operation" would benefit both Colombia and the region.

"We have suffered, and we have learned from the lessons as a result of this suffering," he said.

A number of countries in the region have condemned the plan and Argentina has called the agreement "not helpful".

Venezuelan President Hugo Chavez has expressed fears the move would amount to preparation for an invasion of his country by US forces.

Cognizant to offer BPO services from Phoenix centre

Tuesday, August 18, 2009
IT major Cognizant today announced operational expansion of its Phoenix delivery center and that it has added BPO services to an existing portfolio of application development, application maintenance, testing, and related services. Cognizant's Phoenix BPO center will initially provide claim processing services for one of the largest healthcare plans in the US, it said in a statement.

Cognizant Building

The company also said it expects to hire over 100 full-time professionals in the next 12 months, drawing talent from the local market and academic community. As a result, Cognizant's overall presence at Phoenix will grow to about 400 full-time employees, it added. "With this expansion, we are able to offer clients US- based delivery capability across all our major service offerings," Cognizant President and Chief Executive Officer Francisco D'Souza said. Phoenix is one of Cognizant's six delivery centers in the US. Besides Phoenix, the company delivers BPO services from local, regional and global centers in the US, Eastern Europe, India, and China.

Obama attacks insurance premiums

Monday, August 17, 2009
Speaking in Colorado, Mr Obama said that under his plan companies would not be allowed to charge exorbitant fees nor place arbitrary limits on coverage. Mr Obama is making a series of "town-hall" speeches to back his campaign. Extending coverage to the millions of Americans who lack health insurance is Mr Obama’s top priority for 2009. His reform plan is currently under debate in the US Congress. Some 46 million people in America currently do not have health insurance, and rising healthcare costs are a major contributing factor to America’s spiralling budget deficit.

‘No silver bullet’

Mr Obama said insurance companies had to be held accountable for practices that had led to premiums nearly doubling for the average American family over the past few years. HEALTHCARE IN THE US

46 million uninsured, 25 million under-insured
Healthcare costs represent 16% of GDP, almost twice OECD average
Reform plans would require all Americans to get insurance
Some propose public insurance option to compete with private insurers
Q&A: US healthcare reform

Anger clouds US healthcare debate

He said: "We’re going to ban arbitrary caps on benefits. We’ll place limits on how much you can charge on out-of-pocket expenses. No-one in America should go broke because they get sick."

Mr Obama admitted there was "no perfect painless silver bullet out there that solves every problem, gives everybody health care for free". But he said he had "a lot of really smart people around me who’ve been working on this for months now". Mr Obama also accused his political opponents of using scare tactics in their campaign against the reform. He added: "I need you to stand for hope. I need you to knock on doors. I need you to spread the word. Because we are going to get this done this year."

There remains serious disagreement in the US about how to go about reforming the healthcare system. Democrats in the House of Representatives have reportedly reached a deal on a bill that would mandate all Americans to take out health insurance, with subsidies for the less well-off paid for by a tax on families earning over $350,000 a year. But in the Senate negotiations have stalled, with moderate senators expressing opposition to both the tax and the public plan proposed by the House. Both chambers need to agree on a bill before it can become law.

India, The Most Preferred Destination For BPO Services: Know How?

Friday, August 14, 2009

The global organizations all over the world have always preferred India to outsource their non-core business services. Today, outsourcing BPO services in India has almost become a norm for many global companies. In fact, BPO services are one of the fast growing segments of Information Technology Enabled Services( ITES) industry. India has constantly been able to provide the growing demand for BPO services in terms of cost effectiveness and customer support contact centers.

Over the years, many call centers have mushroomed in India, because India has a huge array of working professionals. Most of the work force here, specializes in science and technology. BPO services also help in time management and proper use of resources. In other words, it can said that BPO services in India help organizations to improve their level of efficiency as well as effectiveness.

Most of the offshore clients outsource work to India due to multiple reasons. These have been summarized below :

  • More number of English speaking tech-savvy professionals
  • Expertise in all types of customer support services.
  • Time zone advantages enables offshore clients with 24 -hour support services.
  • Large, skilled and educated work force.
  • Specialized BPO services
  • Supportive and flexible Indian government policies.
  • Equipped with latest technology and high end infrastructure.
  • Cost-effective BPO services.
  • Confidence and trust of global organizations

The common BPO services in India are as follows:

Inbound call center services

  • Outbound call center services
  • Order taking services
  • Telemarketing services
  • Technical help desk services
  • Email support services
  • Chat enabled services.
  • Business transcription services
  • Medical transcription services
  • Human resource outsourcing
  • Accounting services

BPO services in India is undergoing a sea change. This radical transformation has give rise to many new areas of outsourcing. The BPO services in India offer a wide range of cost-effective and quality driven services. Here are some of the new areas of BPO services in India.

  • Research and analytics services
  • Data entry services
  • Financial services
  • Engineering services
  • E-learning solutions
  • Creative services
  • Web designing services
  • Health care services
  • E-governance services
  • Retail services
  • Pharmaceutical services and a host of other services

The BPO services is one of the fastest growing segments in India. BPO has also attracted huge number of youngsters to join the industry. Most of the young and sharp minds are willing to work in 24X7 environment. Most of the companies globally are looking India as a potential option because Indian companies have proved themselves with quality services and high end performance. Today, some of the world's big giants have their base in India. India has been the main hub for BPO services around the globe. Most of the successful BPO ventures have encouraged more and more companies to outsource their BPO services to India.

T Mobile UK outsource in INdia

Thursday, August 13, 2009
T-Mobile UK has inked a five year outsourcing deal with the Indian firm Infosys BPO for its finance operations. Infosys will support T-Mobile’s core processes in its finance directorate, covering customer finance, commercial finance and accounting (F&A) and procurement operations. The move will leave T-Mobile to concentrate on financial issues that are “strategically important or which deliver competitive advantage”.

T-Mobile is under a burden of cost cutting as the parent company, Deutsche Telekom, posted a goodwill writedown of €1.8b
n for the UK operation in Q1, after which there have speculations that T-Mobile is looking to offload its UK business.
T-Mobile UK has inked a five year outsourcing deal with the Indian firm Infosys BPO for its finance operations. Infosys will support T-Mobile’s core processes in its finance directorate, covering customer finance, commercial finance and accounting (F&A) and procurement operations. The move will leave T-Mobile to concentrate on financial issues that are “strategically important or which deliver competitive advantage”.
T-Mobile is under a burden of cost cutting as the parent company, Deutsche Telekom, posted a goodwill writedown of €1.8bn for the UK operation in Q1, after which there have speculations that T-Mobile is looking to offload its UK business.

Cisco profits fall 46% but beats forecast

Friday, August 7, 2009
Cisco profits, Interest Rates, International Market, Business Ideas, Business Growth,

Cisco Systems said on Wednesday that earnings fell 46 per cent in its latest quarter, but the profit beat Wall Street expectations. Cisco chief executive John Chambers said business conditions were improving for the world's largest network equipment manufacturer but he cautioned that it was too soon to call a recovery, dragging its shares down 3 per cent.

'We saw a number of positive signs this quarter in the economy and in our business,' Mr Chambers said in a statement. He added that if trends keep improving, there's a good chance the latest quarter was a 'tipping point'.

'While this is a very important trend, I would want to see the sequential trends continue for several more quarters before we'd be comfortable with saying that we are returning to normal business momentum,' he told analysts on a call. Cisco is one of the first large-cap technology companies to report results that include sales from most of July, making it an early indicator of trends in technology spending. Cisco has seen sales hit hard as clients delayed investments and capital improvements. However, good profit margins and a large pile of cash have helped it ride out the downturn.

Cisco profits, Interest Rates, International Market, Business Ideas, Business Growth,

The company posted a profit of US$1.1 billion, or 19 US cents per share, for the fiscal fourth quarter, which ended July 25. That was down from US$2 billion, or 33 cents per share, in the same quarter last year. Sales fell 18 per cent to US$8.5 billion. Excluding the cost of stock-based compensation and other items, Cisco's earnings were 31 cents per share. Analysts polled by Thomson Reuters were expecting earnings of 29 cents per share on US$8.5 billion in revenue. Cisco's revenue outlook was mostly in line with Wall Street's expectations and profit for the July quarter exceeded forecasts. But the CEO's cautious remarks disappointed those who sought a stronger declaration that global technology spending was on the mend. Analysts said his comments made sense amid mixed economic data, but likely let down investors who have been betting on a recovery in technology demand. 'When he qualified that statement and said we've got to wait and see for several more quarters, I think maybe that was a little more conservative than what the Street wanted to hear,' said Ronald Gruia, an analyst with Frost & Sullivan.

Cisco said it expects fiscal first-quarter revenue to fall by 15 to 17 per cent from a year earlier. That was in line with expectations for a drop of about 16 per cent, according to Reuters Estimates. That outlook represented a quarter-on-quarter rise of one to 3 per cent, a key improvement after a steep quarter-on-quarter decline in sales earlier in the year. Many analysts, including RBC Capital Markets analyst Mark Sue, saw the results and Chambers' comments as positive.

'The confidence from increased bookings and orders should be welcome news to long-term investors,' he said. 'Things are improving even though I don't think John Chambers wants to wave a green flag just yet.' Shares in Cisco initially rose about 3 per cent after its quarterly results slightly beat expectations and Mr Chambers said in an earlier statement that he saw 'positive signs' in economic and order trends. After Mr Chambers' comments on the call, the stock backpedalled to US$21.51. Cisco shares had closed at US$22.17 on Nasdaq.

IntelePeer and Transera Team to Offer Virtual Contact Center Solutions

Wednesday, August 5, 2009
IntelePeer Inc., a provider in hosted rich media communications, announced a partnership that combines Transera’s Seratel(R) on-demand contact center software with IntelePeer’s global carrier-grade infrastructure and next-generation voice and rich media capabilities.

The partnership provides hosted SIP trunking connections to any agent location combined with Seratel’s advanced routing capabilities. As a result, Transera customers can rapidly deploy virtual contact centers staffed by agents located anywhere in the world who are connected by IntelePeer’s carrier-class global voice peering network and SuperRegistryTM infrastructure. By routing all calls through this infrastructure, Transera ensures seamless worldwide connections to any traditional landline, mobile or VoIP soft phone while dramatically reducing telecommunications expenses.

Multi-channel contact center environments can simplify the integration and deployment of additional channels and contact methods such as social networking and Web-based click-to-call via the IntelePeer AppworXTM Open Communications Platform. The AppworX platform allows customers to accelerate implementations and minimizes the time needed to bring the virtual call center into production to generate value.

The entire virtual contact center solution, provided through the Software as a Service model, eliminates up-front capital costs and deployment delays. The combined solution provides a wide range of advanced features, including:

- True end-to-end on-demand, virtual call center – supporting multiple locations, agent types and voice technologies

- SIP trunking for toll-free and local direct inward dialing (DID) services, as well as outbound U.S. and international termination

- Web-based click-to-call and click-to-conference

- VoiceBlast and SMSBlast integration

- Enhanced traffic routing

- Automated VoIP soft phone registration, supporting call routing to remote agents for work-at-home and disaster recovery situations

"The global recession is forcing businesses to find ways to reduce their capital and operating expenses without sacrificing performance or service," said Prem Uppaluru, Transera’s CEO and president. IntelePeer’s global peering grid, which carried more than 7 billion voice minutes last year, ensures our customers can depend on reliable, high-quality voice connections for each customer call, while reducing their telecommunications operating expenses -- a critical advantage in these challenging economic times."

"At IntelePeer, we make it easy and cost-effective for innovative companies such as Transera to offer groundbreaking new services like the Seratel virtual contact center solution. With hosted capabilities delivered from the cloud, complex integration with premise-based equipment is completely eliminated and services are instantly deployed to any location," said Haydar Haba, IntelePeer founder and chief visionary officer. "The IntelePeer AppworX platform provides a powerful foundation to seamlessly deploy high-value services like Transera’s that help contact centers dramatically improve the way they connect with their customers."

About Intelepeer:

IntelePeer, a provider in hosted on-demand rich media communications, enables carriers, businesses and software vendors to easily deliver voice and multimedia capabilities to any phone or network-connected device – without incurring up-front capital costs. Through our innovative, communications-as-a-service platform, IntelePeer AppworX™, our SuperRegistry™ and our extensive Voice Peering Network, we provide our customers with the platform to offer high-quality interactive voice, video,

New Sony e-book reader $100 cheaper than Kindle

Electronic books are often mentioned in the same breath as Amazon.com Inc.'s Kindle digital reader. Now e-book rival Sony Corp. is determined to recapture consumers' attention with a smaller reader that's also $100 cheaper. On Wednesday, Sony is expected to announce that it will release the Reader Pocket Edition by the end of August. Like the Kindle and Sony's previous Readers, the Pocket Edition will come with an "electronic ink" display, which shows dark gray text on a lighter gray background. As the word "pocket" implies, its five-inch screen will be smaller than that on the Kindle and other Sony models.

Unlike other Readers, the Pocket Edition won't play digital music files, and it won't have a slot for a memory card to supplement internal storage that can hold 350 books. It will retail for $199, a third off the price of the basic Kindle model and about $80 less than Sony's PRS-505 reader, which will be discontinued. Color choices include blue, red and silver. The device is entering a small but growing market. U.S. e-book sales totaled $113 million last year -- up 68 percent from 2007 but still a fraction of the estimated $24.3 billion spent on all books, according to the Association of American Publishers.

Steve Haber, president of Sony's Digital Reading Business Division, expects the Pocket Edition's price tag will lure new consumers who haven't wanted to shell out for such a device thus far. And he's not worried that the Pocket Edition's chances for success will be diminished by the rising popularity of reading e-books on smart phones like the iPhone and BlackBerrys.

"Once you see it, it's been a consistent response of, 'That's cool,'" he said. Sarah Rotman Epps, a media analyst at Forrester Research, said the Pocket Edition's price below $200 breaks an important psychological barrier.

"This is something that is affordable for the holiday season, and I think that you'll see sales of e-readers outpacing current forecasts," she said.

Her current forecast calls for sales of 2 million digital reading devices this year; she said a little more than 1 million were sold by the end of 2008.

She doesn't expect Amazon to rest on its laurels, adding that the online retailer will have to respond to counter Sony's new price point.

Sony is also announcing on Wednesday the release of a $299 touch-screen model to replace its existing $350 touch-screen PRS-700. The Touch Edition will have the same six-inch (15-centimeter) screen as its predecessor but not the PRS-700's built-in light. Haber said removing the light will correct some screen clarity problems it has caused.

With the PRS-700, users can highlight text and take notes with a touch-screen keyboard. On the new model, users also can write notes with a finger or a stylus that is included.

The new model has a built-in dictionary and is faster at changing pages when readers swipe a finger across the screen. It will sell in red, silver or black and can hold 350 books in its built-in memory or more on a memory card.

A big difference between Sony's Readers and Amazon's Kindle has always been the lack of wireless access for quick and simple downloads of books. The new models are no different: They have to be connected to a computer to acquire books.

For the first time, they will be compatible with PCs and Mac computers, though. Sony will offer current Reader owners a software update to make theirs compatible with both.

As he has indicated in the past, Haber said Sony is working on a wireless model, though he wouldn't say when.

Sony also is adjusting prices to some of the e-books it sells through its online eBook Store. New releases and best-sellers will now sell for $10, $2 less than current prices. Amazon's Kindle Store offers most best-sellers and new releases for $10.

Sony's eBook Store includes more than 100,000 books, as well as a million free public-domain books available from Google Inc. through its Google Books project. The Kindle Store currently has more than 330,000 available titles.

The Kindle can only download books from Amazon's store, while Sony's Readers can display texts sold in the "epub" format -- an open standard supported by the International Digital Publishing Forum that numerous publishers use to make e-books.

Toyota reports $819 million quarterly loss

Tuesday, August 4, 2009
Toyota reported a smaller-than-expected 77.82 billion yen ($819 million) quarterly loss and expects less red ink for the full year even as the world's top automaker battles plunging sales and a strong yen. The maker of the Corolla subcompact and Lexus luxury models said Tuesday it expects a 450 billion yen ($4.7 billion) loss for the fiscal year through March 2010, better than the 550 billion yen ($5.8 billion) loss initially projected. The result for the April-June quarter underlines that Toyota Motor Corp. is getting some traction from aggressive cost-cutting. Analysts surveyed by Thomson Reuters had forecast a fiscal first quarter loss of 210 billion yen.

Toyota, which dethroned General Motors Corp. as the world's top selling automaker in 2008, raised its global vehicle sales forecast for the fiscal year by 100,000 to 6.6 million vehicles. The increase reflected improved sales in Japan, partly because of government measures to boost green car sales. The better forecast is still markedly below the 7.57 million vehicles Toyota sold worldwide for the fiscal year ended March, showing how far Toyota has to go to stop the flow of red ink, now into its third straight quarter. Toyota sold 1.4 million vehicles around the world during the quarter, a decrease of 785,000 vehicles from a year earlier. Quarterly sales dropped 38.3 percent to 3.836 trillion yen ($40.4 billion) as vehicle sales slipped in almost all regions, including North America, Europe, Japan and the rest of Asia. Other Japanese automakers have also reported better-than-expected earnings, with No. 2 Honda continuing to stay in the black, bucking expectations for losses. Analysts say Toyota, because of its bigger size, may need longer for a full recovery. Tatsuo Yoshida, auto analyst at UBS Securities Japan, said a solid recovery can come only when the global economy starts improving and people start buying cars again.

"The damage was great at Toyota because it was heading toward aggressive expansion with its foot slammed on the accelerator," he said, comparing the global financial crisis to a car wreck. The growing popularity of environment-friendly vehicles has given Toyota some respite from the meltdown in auto demand. The automaker's new Prius gas-electric hybrid has been the top-selling model in Japan, for two months straight, the first time a hybrid clinched that spot, and is reportedly on track to take that spot again for July. The Japanese government recently made hybrids tax-free and began a cash-for-clunkers program, helping boost sales of all ecological vehicles, including rival Honda Motor Co.'s Insight.

The last fiscal year, Toyota posted its worst loss ever in its seven-decade history, running up 436.94 billion yen of red ink. For the April-June quarter last year, it had posted a 353.6 billion yen profit. Toyota had appeared almost unstoppable before the global financial crisis, with sales booming on its reputation for mileage and quality. It planned to sell 9.85 million vehicles in calendar 2008, but its annual sales ended up dropping for the first time in a decade to just short of 9 million vehicles, as the financial crisis on Wall Street morphed into a global recession.

The automaker has aggressively cut costs to ride out the downturn -- slashing jobs and production, trimming managerial pay, reducing investment and foregoing travel and other expenses. Still, vehicle sales continued to suffer as the recession crushed demand. Japan quarterly sales totaled 407,000 vehicles, down 105,000 from the previous year, while Toyota said it sold 387,000 vehicles in North America, down 342,000.

"Although we were able to make certain improvements in fixed cost and cost reduction efforts, the decline in vehicle sales and the appreciation of the Japanese yen had a severe impact on our earnings," said Toyota Senior Managing Director Takahiko Ijichi. Toyota, based in Toyota city, central Japan, lost 140 billion yen ($1.5 billion) during the quarter ended June 30 because of the appreciation of the yen. It lost another 650 billion yen ($6.8 billion) in operating income because of miserable auto sales. Other Japanese automakers are also reporting signs that the worst may be over. Honda posted a 7.5 billion yen ($79.8 million) profit for the April-June period, and raised forecasts for the full year on optimism auto sales will improve.Nissan Motor Co., the nation's third-biggest car maker, reported a smaller-than-expected 16.5 billion yen ($175.5 million) loss for April through June. Earlier this year, Toyota chose Akio Toyoda, the grandson of the automaker's founder, as its new president in an effort to use his charisma to bring the ranks of workers, dealers and suppliers together. Toyoda has said the automaker will be making more managerial decisions by region, to stay nimble despite its size but has yet to give details of a turnaround strategy.Toyota shares slipped 1.5 percent to 4,030 yen ($42) in Tokyo. Earnings were announced before trading ended.

Study says Outsourcing Is Healthy & Good

Monday, August 3, 2009
Those who felt that there was a chance the outsourcing industry would die out, may not be too happy with this recent survey by KPMG. According to the study Strategic Evolution, outsourcing is increasing and almost all the organizations that are involved in this practice want to maintain their sourcing level. And quite a few of them even want to increase the sourcing levels. This survey which collated responses from nearly 700 organizations from 32 countries proves that the only path open to this industry goes forward.

Contrary to the belief in certain quarters that outsourcing is creating new problems, most respondents believed that service providers made positive contributions to the success of their organizations. Oh, and it was not only services that had improved. The financial baseline of most firms was also showing an improvement and as they became more lean and mean, their competitiveness increased. Too much good news for a day. What do you say?

Pune, Ahmedabad, Chandigarh may spin miracles

Thursday, July 30, 2009
Projecting India's small towns and cities as better investment destinations, an Indo-UK trade body said Pune, Ahmedabad and Chandigarh among others are more likely to produce economic miracles on the back of a growing middle-class.

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India is increasingly seen as a source of value-added goods and services and an important business partner, the UK India Business Council (UKIBC), which promotes trade between the two countries said in a report released here.

The report, "Emerging Cities of India", identifies Pune, Ahmedabad, Chandigarh and Jaipur as the top four emerging cities followed by Vadodara, Goa, Indore, Kochi and Nagpur.

While India's urban giants may dominate the business agenda in the short-term due to the sheer size of their human capital clusters...We believe it is the country's lesser known small towns and cities that are more likely to produce the economic miracles.