Business Process Outsourcing in India is organized in
many segments. Back-office processing and customer interaction services
are among the fastest and largest growing segments that contribute
significantly to the Indian BPO market. Other notable segments are
revenue accounting, content development, animation, engineering and
design, GIS and medical transcription.
Back-Office Operations / Revenue Accounting / Data Entry And
Conversion / HR Services - This segment is by far the largest,
accounting for 42% pf the market share in FY 2002. Industries such as
banks and aviation require large-scale data processing and data based
decision-making capabilities. Indian companies provide data entry (paper
to digital) and rule-set processing (applying present rules and criteria
for processing) and are fast graduating to problem solving and
decision-making.
Content Development / Animation / Engineering And Design / GIS -
The content development segment ranks second occupying 26% of the pie.
The Roncarelli report on computer animation estimates that labor costs
in India for computer animators is roughly one-tenth that in the US.
While a computer animator in India earns about US$7,000 - 9,000 per
year, an equivalent animator in the US earns US$45,000 - 90,000.
Customer Interaction Services - The customer care segment ranks
third occupying 28% of the pie. A customer care center is a service
center with adequate telecom facilities, trained consultants, access to
requisite databases, Internet and other online information support
infrastructure to provide information and support to customers. Such
centers are used for a number of customer-related functions like
marketing, selling, information dispensing, advice, technical support
etc.
Medical Transcription Services - Medical transcription accounts
for 2% of the total Indian outsourcing services. Medical transcription
was one of the first offshore BPO services to be launched from India.
This service involves the transcribing of medical records from audio
format or dictated by doctors or other healthcare into either a hard
copy or electronic format.
Other Services - The other services include online education or
web based training, market research analysis using statistical packages,
remote network maintenance and monitoring.
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Business Process Outsourcing |