chapter3- ITES

8/2/2019 chapter3- ITES

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ITES : Information TechnologyEnabled Services

Software development, Data entry, Programming,

Web development services

BPO : Business Process

OutsourcingMedical Transcription, Call Centers



Outsourcing means services and business process carried out

at a different geographical location other than where the actual

market or demand for such services exists.

Business Process Outsourcing (BPO) is defined as the

delegation of one or more business processes to an external

service provider, who in turn owns, manages and administersthe selected processes, based on defined and measurable

performance metrics



IT Enabled Services is a place which can lookafter your all outsourcing needs whether its aCustomer Relationship Management (CRM), BackOffice Operations/Revenue Accounting/ DataEntry, Data Conversion

India is well positioned to derive benefits from the

ITES market and become a key hub for theseservices.



Business process outsourcing (BPO) is a formof outsourcing that involves the contracting of theoperations and responsibilities of specific businessfunctions (or processes) to a third-party serviceprovider.

Originally, this was associated with manufacturing

firms, such as Coca Cola that outsourced largesegments of its supply chain



Various services offered in these segments include:

•

Customer care : including database marketing, customeranalytic, telesales / telemarketing, inbound call centre, websales and marketing, sales and marketing administration.

• Finance: including billing services, accounting transactions,tax consulting and compliance, risk management, financialreporting, financial analysis.

• Human Resources : including benefits administration,education and training, recruiting and staffing, payrollservices, hiring-administration, records management.

• Payment services : credit/debit card services, Chequeprocessing, transaction processing

• Administration : including tax processing, claims processing,asset management, document management, transcription andtranslation.

• Content development : including engineering, design,animation, network Consultancy and management, biotech

research.



Call center is a centralized office of a company that answers

incoming telephone calls from customers or makes outgoing

telephone calls to customers. They can handle a considerable

volume of calls at the same time and can also log calls. It is

the focal point of customer service for most companies today.Using a variety of technologies including computer

automation, call centers connect the customer and the

organization to meet customer needs in real time.

Call centers have application in many industries offering

customer service. Many organizations use call centers to

solicit clients or customers for new sales or donations and

contributions. They can also be used to accomplish surveys of

customer satisfaction or public opinion.



Call centers can be divided into three groups: Those that focus on outgoing calling

Those that focus on incoming calls

Those that are established to accomplishmultiple tasks



Role of Computer in Call Center Technology plays a major role in the call

center. Computers are used to accesscustomer records, product information,ordering status, transaction history and othervarious important data. They play as theprimary and the most essential tool for callcenter agents. They even contact customersthrough email and can also blend mails withphone calls. No call center can work withoutthe availability of computers.



Significance of Call Center

Call center have particular significance inthree areas : Customer service and retention : Call center serve as the means by which theorganization creates a long term relationship

with individual customers. Direct marketing : Services or products

required by the customer are directlymarketed on phone or on Internet.

Source of management information : A callcenter with good software accumulates agreat deal of information about customers.



Concentration on core business areas

World-class technology at lower rates

Skilled manpower at affordable prices

Increased productivity Beat Competition

Tax benefits



Service provider refuses to provide business

the company may loose control over its process

chances of partiality owing to more payment by

other parties The current employees in the company may have

threat due to outsourcing and may not workproperly

Security risk – piracy & communication



It is a systematic integration of Computer Hardware, Software

and Spatial Data, for capturing, storing, displaying, updating

manipulating and analyzing, in order to solve complex

management problems.



A geographic information system (GIS) is a computer-basedtool for mapping and analyzing things that exist and events

that happen on Earth Burrough in 1986 defined GIS as, "Set of tools for collecting,

storing, retrieving at will, transforming and displaying spatialdata from the real world for a particular set of purposes"

Arnoff in 1989 defines GIS as, "a computer based system thatprovides four sets of capabilities to handle geo-referenced data:

◦ data input

◦ data management (data storage and retrieval)

◦manipulation and analysis

◦ data output. "



Exploration and mining companies use GIS information tofind out prospective areas for exploration and mining and alsoto analyze the ore body.

Power companies use GIS to monitor and analyze theelectricity load on the grid network for a particular area

Transportation companies use GIS to help determine the bestroute for delivering there good at less time.

Retail trade companies using GIS to determine the bestlocation for a new outlet.

GIS data is nowadays also used on the Internet for giving an

graphical representation of the users querying.

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