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The largest segment in the BPO market will be simple bulk transactions and they predict that this segment will grow to $58 billion by 2008, The second largest segment will be broad shared services, representing a market of $57 billion in 2008 High-volume vertical processes will represent a significantly smaller segment, i.e. $ 6 billion in 2008. Vertical processes include policy administration, claims and loan process applications etc. The Times (August 2003) reports that by taking advantage of lower wages overseas, U.S. Managers can cut overall costs by 25 to 40% while building a more secure and more focused workforce in the U.S. Market & Business Development (MBD) (2004) published a report on Business Computing in the UK in September 2004 in which it highlights that the sharp growth in the value of IT Professional Services largely reflects the increased trend towards BPO. The report also states that BPO which has increased its share of the total market for the aforesaid services from 36% in 2000 to a projected 42% in 2004 is believed to be the fastest growing area in the sector, particularly third party work. The above statistics no doubt confirm the growth of BPO as an Industry with a worldwide dimension Shroffs Foundation Trust 8
The Geographical Distribution of the Outsourcing Industry Outsourcing can be segregated into two typical markets: the developed vendor markets and the emerging vendor market. A short review of country locations and their specializations is opportune. The developed vendor market Rick L. Click et al. (2004) highlight five BPO international spots which have emerged around the globe, each with a field of specializations. Viz India - Financial, Healthcare, Engineering & Technical China - Manufacturing and Technical Mexico - - Manufacturing Unites States - Analysis and Creative Philippines - Administrative Strategic Direction (2004) argues that India could well be the first developing country that has used its brain power, rather than its muscles of factory labor to catapult itself into a fast-growing economy. It is not surprising that India is now recognized as the world BPO leader. The Economist (May 2004) reports that India s revenue from BPO grew by some 50% in 2003 to reach $ 3.6 billion, a feat it should repeat regularly. Mr. Rao, the Chairman of NASSCOM, the Indian BPO-Industry lobby Association, indicates that some 85% of its member s revenues are derived from America and Britain. A typical BPO Services model is depicted in the following diagram. Shroffs Foundation Trust 9
Page 1 and 2: Proposal for Setting up a BPO unit
Page 3 and 4: Shroffs Foundation Trust 3 1. Intro
Page 5 and 6: short time, the capacity building o
Page 7: is the organizational interface of
Page 11 and 12: Shroffs Foundation Trust 11 4. BPO
Page 13 and 14: At least one IT technician/engineer
Page 15 and 16: Basic Assumptions Shroffs Foundatio
Page 17 and 18: C: Operating & Training Expenses fo
Page 19 and 20: Financial Feasibility Calculation S

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