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Everything About...
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Outsourcing
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BPO Demystified
- Shift of Jobs by Verticals
By the year 2015 an estimated 3.3 million US jobs would have moved offshore, a whooping 3000% increase from the year 2000.
| Number of U.S. Jobs Moving Offshore |
| Sl.No |
Job Category |
2000 |
2005 |
2010 |
2015 |
| 1 |
Management |
0 |
37,477 |
117,835 |
88,281 |
| 2 |
Business |
10,787 |
61,252 |
161,722 |
48,028 |
| 3 |
Computer |
27,171 |
108,991 |
276,954 |
72,632 |
| 4 |
Architecture |
3,498 |
32,302 |
83,237 |
84,347 |
| 5 |
Life Sciences |
0 |
3,677 |
14,478 |
36,770 |
| 6 |
Legal |
1,793 |
14,220 |
34,673 |
74,642 |
| 7 |
Art, Design |
818 |
5,576 |
13,846 |
29,639 |
| 8 |
Sales |
4,619 |
29,064 |
97,321 |
26,564 |
| 9 |
Office |
53,987 |
295,034 |
791,034 |
1,659,310 |
| |
Total |
102,674 |
587,592 |
1,591,101 |
3,320,213 |
| Source: U.S Department of Labour and Forrester Research, Inc. |
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Skills required for BPO verticals
| SEGMENTS |
SKILLS |
| Call center |
Good communication and language skills, accent understanding team leadership, basic computing skills |
| Remote customer interaction |
Language and accent understanding |
| Date search, Integration |
Computing, language and analytical skills |
| Human Resource Services |
Country specific HR policies, rules and regulations |
| Remote education |
Subject knowledge, computing and language skills |
| Engineering and design |
Technical and engineering design and computing skills |
| Translation, medical transcription and Localisation |
Language understanding, basic computing (word processing knowledge) and understanding of various medical terminologies |
| Animation |
Drawing and creative skills, computer graphic skills |
| Finance and accounting |
International/ country specific accounting rules |
| Market Research |
Understanding statistical sales and marketing concepts |
| Network Consultancy and management |
Understanding different network configurations and support equipment, technical/ computing skills |
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Global geographical distribution of BPO Providers
India ranked first in the survey on where financial services companies' BPO providers are located with 21% . Russia is next with 10% followed by the Philippines (9%) and Eastern Europe (8%). The United States, Mexico, and Israel tied at 7%.
(source FSOoutsourcing.com)
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Attrition Rates in Indian BPO industry
A useful comparison of attrition rate of BPO employees vis a viz employees in other industries. This is arrived at by mapping the time an employee has spent in the same organisation.
| Sr.No |
Sector |
0-3 years |
4-7 years |
8-12 years |
13+ years |
% change from 2006 to 2007 |
Expected increase in 2008 |
| 1 |
Pharma & Chemicals |
25.00% |
10.00% |
5.00% |
2.00% |
-5.00% |
6.00% |
| 2 |
Manufacturing |
8.58% |
2.46% |
2.46% |
3.00% |
5.00% |
-3.50% |
| 3 |
Financial Services |
20.00% |
20.00% |
20.00% |
20.00% |
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| 4 |
Hospitality |
35.00% |
25.00% |
20.00% |
7.50% |
13.00% |
20.00% |
| 5 |
Ad & Media |
40.00% |
35.00% |
20.00% |
15.00% |
17.00% |
22.00% |
| 6 |
BPO |
40.00% |
30.00% |
20.00% |
10.00% |
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| 7 |
Automobile |
7.00% |
3.00% |
2.00% |
2.00% |
No visible |
14.00% |
| 8 |
Auto Component |
12.00% |
15.00% |
20.00% |
12.00% |
5.00% |
6.00% |
| 9 |
Banking |
10.00% |
5.00% |
2.50% |
2.50% |
2.00% |
2.00% |
| 10 |
Infrastructure |
16.00% |
11.00% |
7.00% |
11.00% |
9.00% |
20.00% |
| 11 |
IT & Telecom |
32.00% |
25.00% |
10.00% |
5.00% |
5.00% |
9.00% |
| Source: Emmay HR / BusinessWorld, 4 Feb 2008 |
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