REPORT ON
BPO IN THE FINANCIAL SECTOR
Includes White Paper on Financial BPO Survey 2003
CONTENTS
(A) REPORT ON BPO IN THE FINANCIAL SECTOR
I. INTRODUCTION TO BPO
II. EVOLUTION OF BPO
 Evolution of Outsourced Processes
 Evolution of BPO/ITES in India
III. MARKET FOR BUSINESS PROCESS OUTSOURCING
 Global Market and India's Share
 Growth In Indian BPO/ITES market
 Vertical Segments in BPO
IV. BPO IN THE FINANCIAL SECTOR
 Global Scenario
 Indian Scenario
Types of BPO players In India
BPO in the Indian financial sector
 Opportunity areas in the Indian financial sector
V. TRENDS IN INDIAN BPO/ITES SECTOR
 Middle Market Segment
 ASPs- Application Service Providers
 NMS-Network Management Service
 Contractual Staffing
VI. ISSUES/ CHALLENGES IN BPO
 PSOR
 Ownership of customer information
 Process level- lock in
 Perceived Lack of Control
 Effective management
 Integration of outsourced process with business
 Service Agreement Disputes
 Legal Risk
 Operational Risk
 Potential Dependency
 Reputational Risk
 Confidentiality
 Vendor selection and structuring the outsourcing arrangement
 Managing and monitoring the outsourcing arrangement
 Effective controls
 Contingency planning
VII. VISION FOR BPO COMPANIES
 Moving up the value chain
 Focus on high quality complex solutions
VIII. MAJOR BPO PLAYERS IN THE FINANCIAL SECTOR
1. Carretek, LLC
2. GTL Limited
3. HCL Technologies Ltd
4. WNS Global Services Pvt Ltd
(B) WHITE PAPER ON THE FINANCIAL BPO SURVEY 2(003
I. EXECUTIVE SUMMARY
II. KEY FINDINGS OF THE SURVEY
III. PROFILE OF PARTICIPANTS
IV. WHY TO OUTSOURCE
V. VENDOR SELECTION CRITERIA
VI. POTENTIAL GEOGRAPHICAL MARKETS
VII. OPPORTUNITIES FOR OUTSOURCING IN THE FINANCIAL SECTOR
VIII. EXISTING CLIENTS IN THE INDIAN FINANCIAL SECTOR
IX. FUTURE PLANS OF BPO COMPANIES
 Business Growth Vision
 Sector Focus
 Market/ Geographic Expansion
 Infrastructure/ Capacity Increase
 Customer Relationship
 Innovative medium
 Strategic Partnerships/ Alliances
 Human Resource Management
 Certification
 Capital
X. LIST OF PARTICIPANTS IN FINANCIAL BPO SURVEY 2003
(A) REPORT ON BPO IN THE FINANCIAL SECTOR
I. INTRODUCTION TO BUSINESS PROCESS OUTSOURCING (EXTRACT)
BPO stands for Business Process Outsourcing and is “The delegation of an intensive business
process to an outside service provider who owns, administers and manages it according to a
defined set of metrics”. It’s where strategic value through outsourcing is created by creatively
examining the process and changing the way it is processed.
Business-process outsourcing (BPO), thus means delegating back-end administrative functions
that are necessary to run a business but are not a part of the core business.
BPO is the transfer of direct managerial responsibility, but not accountability, to an unaffiliated,
third party service provider who performs services previously delivered by internal staff and
management.
BPO creates breakthrough thinking by providing a clear focus on organizations core
competencies and then harnessing the unique capabilities of equally talented and focused
outside partners to handle non core competencies. By collaborating with a global outsourcing
provider, companies can get access to streamlined processes and best practices. Globalization,
competitive markets, and mergers and acquisitions are the primary stimuli for business-process
outsourcing.
The philosophy behind BPO is specific. “Do what you do best and leave everything else to
business process outsourcers”. BPO saves precious management time and resources and
allows focus while building upon core competencies.
Harvard Business Review has identified Outsourcing as one of the most important management
ideas and practices of the past 75 years. Outsourcing as an activity is independent of the current
state of economy in the West. In times of recession, cost saving is a key driver, and outsourcing
becomes imperative. During growth, organizations need to focus their energies on growth and their
core competence to take advantage of the upturn, and therefore need to outsource their non-core
activities.
(B) WHITE PAPER ON
BANKNET INDIA’S FINANCIAL BPO SURVEY 2003
I. EXECUTIVE SUMMARY
The White Paper briefly covers the findings of the “Financial BPO Survey 2003” conducted by
Banknet India. Survey participants were 34 Indian & foreign BPO/ITES companies and 14 senior
bankers from major public sector & private sector banks in
India. Banknet India’s- Financial BPO Survey was conducted in the first half of 2003.
The objective of this Financial Business Process Outsourcing survey was to identify the major
players in the BPO (ITES) sector providing services to Banking, Finance &
Insurance (BFSI) Sector & find the operational areas, where BFSI sector is looking for
outsourcing the services.
Methodology of Survey was both questionnaires & interviews. A standard questionnaire was
mailed to various BPO companies focused on Financial Sector & selected senior bankers. In
addition, questionnaire was also made available on request through Web site
www.banknetindia.com. Bankers were mainly interviewed telephonically.
II. KEY FINDINGS OF THE SURVEY: (EXTRACT)
OUTSOURCING BENEFITS: 57% per cent of the Bankers cited lower costs as the primary
benefit of outsourcing. Focusing on main/core business, improved efficiency & transfer of
technology risk were other three leading factors for outsourcing, according to the respondents.
SELECTION CRITERIA: 72% Bankers feel comfortable with the service providers who have the
required domain and technological expertise and experience in the financial sector. Integrity
ranks next for 64% of bankers in view of the security and confidentiality issues related to data of
the banks. Long-term commitment towards industry, Experience of vendors, Technological
expertise & Infrastructure are the other important factors for selecting a vendor, according to the
respondents.
TARGET MARKETS:
US and Europe (Mainly UK) are the main target geographical markets
for BPO/ITES players. For 38% respondents- Australia/New Zealand and for 29% South East
Asia including Singapore & Japan are the potential target markets.
QUALITY CERTIFICATION:
Among the respondents, 50% were ISO certified. Other
popular certifications included SIX SIGMA, COPC and SCI CMM. Only 18% of the respondents
had no quality certifications. BPO companies regard quality certifications as important
requirement to bag major clients.
FUTURE PLANS OF BPO/ITES COMPANIES:
Business Growth Vision
 To move up the value chain in their respective domains and expand product range to higher
value added services.
 To offer customized solutions for different industry verticals…contd