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NASSCOM BPO STRATEGY SUMMIT 2009

NASSCOM BPO STRATEGY SUMMIT 2009. BPO :: INDIAN DOMESTIC MARKET. S. VENKAT KUMAR RELIANCE BPO 10 TH June 2009. Reliance BPO (RBPO).

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NASSCOM BPO STRATEGY SUMMIT 2009

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  1. NASSCOM BPO STRATEGY SUMMIT 2009 BPO :: INDIAN DOMESTIC MARKET S. VENKAT KUMAR RELIANCE BPO 10TH June 2009

  2. Reliance BPO (RBPO) • Reliance BPO Pvt. Limited (RBPO) is a Reliance-Anil Dhirubhai Ambani (ADA) Group Company. Reliance ADA Group is a member of the Reliance Group founded by Shri. Dhirubhai H. Ambani (1932- 2002) • Telecommunications, financial services, energy, infrastructure, entertainment and health are the group’s key business interests • Reliance Communications is the flagship company of the group, which is India’s foremost and truly integrated telecommunications service provider, with a customer base of nearly 80 million subscribers • Reliance Capital, Reliance Energy, Reliance Power ,Reliance BIG Entertainment are the other key group companies- all dominant players in their respective industries Strong parentage and background reinforces potential leadership in BPO space…

  3. RBPO :: Strengths & Focus • Launched services in 2002 as a BPO player • Installed in-house capacity of 4,000 seats and ~ 10,000 customer service representatives • Additionally supported by 5 service delivery partners with ~ 3,000 seats across 8 centers • Provide multimedia and multilingual support on a 24x7 basis catering to the needs of Reliance ADAG world in Telecom, BFSI, Media & Entertainment and Utility verticals • Support of Customer interactions in 13 Languages across India, guided by single and uniform knowledge portal across each process • We handle 10,00,000+ calls and 1,00,000+ transactions on a daily basis across more than 250 processes • We handle >60 million bulk SMS per day and >2.5 million IVR out calling per day • Multiple Customer touch points • Innovative self care initiatives boosting customer convenience & increasing operational efficiency • Balanced growth covering infrastructure, resources, processes and quality Delivering Customer Delight

  4. * Domestic BPO :: Indian Market • Market is sizeable and growing • Established service offerings • Emerging opportunities in multiple sectors • Models ::Captive units , 3rd party service providers , BOT models • 65% Captives • 24% Organized Industry ,11 % Unorganized Industry • Domestic BPO Industry USD 1.8 Bn ( FY 2008) • Expected CAGR ~ 40 % over next 3-4 years • Estimated Industry size USD 6 Bn in FY 2012 *Source :: Nasscom - Everest India BPO study , Value Notes Research , Avendus study Sustainable Growth

  5. Domestic BPO :: Evolution and Growth CRM SECTORS Banking Entertainment Government Health care Hospitality Insurance Logistics Manufacturing Retail Telecom Travel Utilities KPO HIGH Analytics & Research Legal Value to Client Finance & Accounts Capability requirement Call Centre Payroll & HR Claims Processing LOW Data Entry LOW HIGH Complexity

  6. Domestic BPO Cost Structure Infrastructure, Connectivity/ Key Elements Managing Costs key to long term sustainability

  7. Domestic BPO :: Challenges • Varied background of suppliers • Diverse portfolios influencing value proposition • Domain knowledge a concern • Business process knowledge a challenge • Move from “cost driven” relationship to “total value based” approach • Pricing pressures . Managing cost structures • Ability to deliver skill and scale • Handling customer perceptions Non Core to Core

  8. 2 BPO BPO S • Strategic Shift • Deep domain expertise. Multiple process capabilities • Full service BPO transactions • No “One size fits all” approach • Imbibe quality culture for business excellence • Increased Customer Access / Touch points • Handle customer perceptions. Deliver customer expectations • Build quality culture for Business excellence • Strong Client – Vendor relationships • Long term sustainability. Support growth • Glocalization • Begin with the end in mind • Ensure Compliance and Governance Outsource & Optimize with Speed

  9. Thanks for your attention ! venkat.kumar@relianceada.com Mobile :: +91 (0) 9380504151

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