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Features

DATAMINE

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DQI Bureau
New Update
Worldwide
ITeS-BPO Spend (by segments)
 

(Figures in US $ mn)

(%)
  2001 2006 2001-2006
Human
Resources		 7,373 25,555 28
Logistics 140,700 308,651 17
Purchasing 5,288 12,185 18
Engineering/R&D 69,798 123,882 12
Marketing 76,666 108,340 7
Sales 107,412 165,736 9
FOM 120,635 172,329 7
Administration 36,644 53,396 8
Legal 111,273 163,962 8
Finance/Accounting 36,356 64,872 12
Total 712,145 1,198,908 11
Source:
IDC
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Ranking
of ITeS Companies
Rank Company
1 EXL
Services.com (I) Pvt Ltd
2 Daksh
eServices Pvt Ltd
3 GTL Ltd
4 Spectramind
5 Datamatics
Technologies Ltd
6 Tracmail
India Pvt Ltd
7 Brigade
Corporation
8 Epicenter
Technologies Pvt Ltd
9 Firstring
10 24/7
Customer
Source:
Nasscom>


ITeS-BPO
Penetration (by cities)
Region No.of
Companies

Notes:
Americas include US, Canada and Latin America

EMEA includes Western Europe and rest of the world

Source:
IDC
NCR 53
Mumbai 45
Bangalore 35
Chennai 35
Kolkata 29
Hyderabad 24
Kochi 10
Ahmedabad 9
Pune 6
Others 32
Source:
Nasscom
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Comparison
of Operating Costs
US
$ Cost per Full-time Employee		 US India India as
%age of US costs
Personnel 42,927 6,179 14%
G&A
Expense		 8,571 1,000 12%
Telecom 1,500 2,328 155%
Property
rentals		 2,600 847 33%
Depreciation 3,000 1,500 50%
Total
Expenses		 58,598 11,854 20%
Source:
Nasscom, Merrill Lynch 2003
Comparison
of Agents in India and US
Agents/process
executives in India Typically a younger crowd		 Agents/process
executives in the US Average age much higher than Indian agents
A
job of choice for non-specialised graduate, as it provides lot of exposure		 Could
be a job of choice in areas with low employment opportunities, but usually
includes a number of spare timers like housewives
General
education levels high: mostly graduates are chosen, with some
under-graduates		 Several
agents are just school graduates
Posses
strong local accents, but can be trained in accent neutralization		 Less
malleable on this issue-one country one language makes them sensitive to
local accents
Learnability’
much higher-eagerness to reach prescribed quality standards fast, can
be’ pushed’ at times		 Typically
slow to scale to desired quality standards
Source:
Nasscom
ITeS
Service Lines
Services
Line		 No. of
Companies*

Customer
Care		 103
Web
Sales/Marketing		 100
Billing
Services		 81
Database
Marketing		 80
Accounting 76
Transaction
Document Management		 75
Transcription 75
Telesales/Tele
marketing		 70
Benefits
Administration		 32
Tax
Processing		 30
HR-Hiring/Administration 26
Biotech
Research		 15
*Companies
may operate is multiple service lines
Source:
Nasscom
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