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India BPO Industry Overview

2. Table of Contents. Executive OverviewEmerging Trends of BPOIndian BPO market: Key highlights and trendsPhases of ITES-BPO Evolution in IndiaKey enablers for growth of BPO in IndiaImpact of BPO on Indian economyBPO: Services SpectrumPATNI :-BPO SERVICES Mapping of BPO and KPO processes on complexity gridPatni approaches towards Hiring and RetentionPatni's Differentiators .

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India BPO Industry Overview

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    1. 1 India BPO Industry Overview

    2. 2 Table of Contents Executive Overview Emerging Trends of BPO Indian BPO market: Key highlights and trends Phases of ITES-BPO Evolution in India Key enablers for growth of BPO in India Impact of BPO on Indian economy BPO: Services Spectrum PATNI :-BPO SERVICES Mapping of BPO and KPO processes on complexity grid Patni approaches towards Hiring and Retention Patni’s Differentiators

    3. 3 Executive Overview BPO – A structured arrangement between an organization and an outsourcing partner to perform services, otherwise conducted in-house. Until few years ago, BPO was a means to achieve cost efficiencies in transaction intensive back office business processes This resulted in both tangible benefits like reduction in cost, and intangible benefits such as focusing on more “strategic” issues.

    4. 4 Emerging face of BPO

    5. 5 Indian BPO market: Key highlights and trends

    6. 6 Operational cultures previously seen only in western shared services centers were developed Large operations & high quality infrastructure was built Development of delivery processes – legalising shift work for men & women Low resistance to offsshore outsourcing

    7. 7 Key enablers for growth of BPO in India

    8. 8 Impact of BPO on Indian economy

    9. 9 BPO: Services Spectrum

    10. 10 Moving towards KPO

    11. 11 PATNI :-BPO SERVICES Mapping of BPO and KPO processes on complexity grid

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