India Domestic BPO Market

AN IDC INDIA MULTI CLIENT STUDY

The Indian economy has made rapid strides in the last decade around employment creation, increase in tertiary education
thereby offering growth beyond the metros and impacting the life of the urban population and given a new dimension to
the way businesses are done today in the country.

The Indian economy is passing through times which have made the industry majors take a pause and look for solutions
which can help them take them to the next level of growth. Enterprises across sectors are taking corrective measures to
emerge much stronger in the next decade, which is expected to see a new face of global economy, radically redefined
and restructured, more mature and evolved customer demands, robust products and services with strong delivery models.

The current slowdown in the economy and the fact that major global economies are in different stages of recession, is
bringing in new paradigm shift across industries. Indian domestic BPO companies must factor in this trend to get their
strategies right and the way they operate.

The emerging challenges in the global market are making it prudent for the BPO service providers to re-align their
businesses and look for opportunities within the domestic geography.

To understand Indian enterprise maturity on different processes and identifying opportunities in Domestic Business
Process Outsourcing space, IDC India supported by CII BPIAI, conducted a study from supply and demand perspective.
The study offers service provider’s valuable insight into the dynamics, size, and level of maturity from enterprise business
process standpoint.

As per the IDC study, though banking and telecom continue to be the traditional growth vertical, financial services,
insurance, retail, travel, manufacturing and government are expected to contribute to the domestic outsourcing business.
Finance & accounting, human resource are emerging as functions holding potential for growth in the near future apart
from traditional functions like customer care and sales & marketing.

With the growing complexity of running their individual businesses, the medium enterprises are expected to outsource
more. However end customers were unsure of the various outsourced vendors options available. There is strong need for
vendors to demonstrate their capabilities to Indian enterprises with an equal emphasis on transparency and governance.
The engagements will move beyond cost, economies of scale to value creation through leveraging assets available in the
ecosystem.

IDC believes that the market will evolve towards transformation led business outsourcing from transaction/support
services being offered today, with value creation being only differentiator in the domestic market.

Markets Covered: Verticals & Segments

The Indian Domestic BPO market report takes a look at the major domestic BPO vendors in the country. This is also ably
supported by an in-depth user exercise by listing a total of 600 customers which is further followed by a detailed analysis
of 160 customers in the following industry verticals:

Banking & Insurance
Telecom
Utilities

Financial Service
Healthcare
Media & Entertainment

Manufacturing
Retail
Professional Services

This research document also covers the following functional segments of Domestic BPO market:

Financial & accounting
Legal Service
Sales & Marketing

HR & Recruiting
Procurement
Logistics

Customer Care
Administration
Subjects Analyzed

The India Domestic Business Process Outsourcing Report will address the following topics:

Emerging trends & concerns
Challenges faced by both vendors as also the

Emerging verticals and segments end customers

Major drivers & barriers for BPO adoption in India
BPO vendor strategies, offerings & positioning

Market forecasts for the various BPO services

Key Questions Addressed

The research document addresses the following issues that are critical to the success of the industry:

How is the evolving BPO services market changing with major IT services providers expanding their offerings?

Who are the leading providers of BPO service in India?

How are the clients buying BPO services and who are they buying them from?

What is the market opportunity for BPO industry in India?

What business processes are organizations most likely to outsource?

What are the market trends impacting the growth of services around Domestic BPO industry in India?

For further assistance please contact

Mukesh Jain, mjain@idcindia.com, Mobile: 91-9312075521
North
Vineet Sharma, vsharma@idcindia.com, Mobile: 91-9818696287
Harsh Upadhyay, hupadhyay@idcindia.com, Mobile: 91-9015912886
South
Tinu Thomas, tthomas@idcindia.com, Mobile:91-9980494509
Sudarshan Kedia, skedia@idcindia.com, Mobile: 91-9901999177
West
B Vijayanand Raju, bvijayanand@idcindia.com, Mobile: 91-9867215556

IDC (India) Ltd., set up in 1987 is an ISO 9001:2000 company. IDC (India) Ltd., a subsidiary of CyberMedia, is
regarded as the country’s most comprehensive, dependable and respected source for market intelligence and
consulting in the fields of IT, telecommunications and consumer technology. With its head office at Gurgaon (near
New Delhi), the company has branch offices in Bangalore, Chennai, and Mumbai. Additional information about IDC
India's research, advisory and Go-To-Market service offerings can be found at www.idcindia.com

.IDC India Limited, Cyber House, B-35, Sector 32, Institutional, Gurgaon 122001, Haryana, India,
P.91.124.238.4816 For a complete list of IDC's worldwide offices, visit www.idc.com/offices

The Confederation of Indian Industry (CII) works to create and sustain an environment conducive to the growth of
industry in India, partnering industry and government alike through advisory and consultative processes. CII is a
non-government, not-for-profit, industry led and industry managed organisation, playing a proactive role in India’s
development process. Founded 114 years ago, it is India’s premier business association. CII catalyses change by
working closely with government on policy issues, enhancing efficiency, competitiveness and expanding business
opportunities for industry through a range of specialised services and global linkages. It also provides a platform for
sectoral consensus building and networking. Complementing this vision, CII’s theme ‘India@75: The Emerging
Agenda’, reflects its aspirational role to facilitate the acceleration in India’s transformation into an economically
vital, technologically innovative, socially and ethically vibrant global leader by year 2022. With 64 offices in India, 9 overseas in Australia, Austria, China, France,
Germany, Japan, Singapore, UK, USA and institutional partnerships with 211 counterpart organisations in 87 countries, CII serves as a reference point for Indian
industry and the international business community. Confederation of Indian Industry, The Mantosh Sondhi Centre, 23, Institutional Area, Lodi Road, New Delhi –
110 003 (India). T: 91 11 24629994-7 • F: 91 11 24626149 email: ciico@cii.in • Website: www.cii.in

The Business Process Industry Association of India (BPIAI), erstwhile the Call Center Association of India
(CCAI) was set up in the year 2001 and strives to provide a forum for its members to jointly address the
challenges facing the Business Process Industry (BPI) and explore the US $ 30 billion export opportunity by
promoting India as the preferred BPI destination. The BPIAI endeavours to create opportunities for its
members for networking through its events and conferences. It further aims to address issues concerning
the entire spectrum of services rendered under outsourcing and offshoring. These include BPOs, Call
Centers, Contact Centers, LPOs, KPOs and the like. Website: www.bpiai.org