Effective Strategies in Domestic Bpo Market

APSM Project – Effective Strategies in Domestic BPO Market

Advance Program in Strategic Management Project on Effective Strategies in Domestic BPO Market

Project Team Members
Mohammad Mohsin Chakradhar Nalam Hemant Kewalya Mohd Anwar Pasha

APSM Batch 03

-1-

@2010 Indian Institute of Management Calcutta

APSM Project – Effective Strategies in Domestic BPO Market

Table of Contents
1. 2. ABOUT THE STUDY ------------------------------------------------------------------------------------------------3 DOMESTIC BPO MARKET OVERVIEW -----------------------------------------------------------------------4 FACTORS LEADING TO DOMESTIC BPO GROWTH --------------------------------------------------------------------5 CURRENT DRIVERS OF OUTSOURCING --------------------------------------------------------------------------------5 INHIBITORS OF DOMESTIC BPO GROWTH IN INDIA -------------------------------------------------------------------6 3. DEMAND ANALYSIS OF DOMESTIC BPO -------------------------------------------------------------------7 VERTICAL SECTOR-WISE ANALYSIS OF DOMESTIC BPO------------------------------------------------------------7 HORIZONTAL SERVICE LINE-WISE ANALYSIS OF DOMESTIC BPO -------------------------------------------------9 4. EVOLVING BUYER’S SIDE - GROWING AWARENESS ------------------------------------------------ 10 VENDOR SELECTION CRITERIA: DOMESTIC BUYERS PERSPECTIVE -------------------------------------------- 10 CHALLENGES FACED BY BUYERS ------------------------------------------------------------------------------------- 11 ROAD AHEAD FOR DOMESTIC BUYERS ------------------------------------------------------------------------------- 12 5. THE SUPPLY SIDE - INCREASED CAPABILITY --------------------------------------------------------- 13 DOMESTIC SUPPLIER: CRITICAL SUCCESS FACTORS ------------------------------------------------------------- 13 KEY CHALLENGES FACED BY DOMESTIC SUPPLIERS

References:         Destination India : An Insight into the Domestic BPO Market (2009) – Ernst & Young Trends in Domestic BPO (December, 2009) – ValueNotes Domestic BPO Growth (2009) - TechMahindra Indian Domestic BPO Market – An Emerging Opportunity (January, 2008) – Avendus Domestic BPO Scope (August, 2008) - NASSCOM India BPO Study (2008) - NASSCOM & EVEREST India Domestic BPO Market (2007) – IDC Domestic Services Market Opportunity (2006) - NASSCOM & IDC APSM Batch 03 -26- @2010 Indian Institute of Management Calcutta