The ITES/BPO industry in India has grown rapidly since 1999 and is expected to reach $5.7 billion in revenues by 2005. It is one of the fastest growing segments in the global sourcing market, driven by cost advantages and an ability to rapidly scale operations. The industry employs over 250,000 people currently and is forecast to exceed 1 million employees by 2007-2008. HSBC presents an opportunity to be part of this growing industry through its global resourcing centers in India, which provide world-class customer service and rewarding careers with training and development opportunities.

1. (BPO) Case study HSBC

2. ITES / BPO Industry in India

3. ITES / BPO Industry in India
Growth of Indian ITES - BPO
USD Billion
6
5
4
3
2
1
0
1999 2000
2000 2001
2001 2002
2002 2003
2003 2004
2004 - 05
E
Year
The industry has grown and is maturing
Global sourcing…..not just a passing fad….but a business imperative
Global demand for ITES /BPO grew by 10.5 %, to reach USD 447.7 billion in 2004

4. 2004…Turning point
Indian ITES / BPO – fastest growing segment
Forecasted to reach USD 5.7 billion in FY 2005
Domestic revenues are expected to double in FY 2005
Industry employee strength of over 250,000 and expected to grow by 40
percent in ’05
Employment in sector to exceed one Million by FY ’07-’08
India remains the most widely used off-shore location and is expected to
see maximum increase in spending in 2005…….Morgan Stanley
source: NASSCOM

5. Drivers of Growth
Competitive pressure
Impact on profitability
Focus on more cost efficient
business model
Ability of Indian vendors to
ramp up operations rapidly
Expanding service offerings
Shift towards high value
services
Sustained cost advantage
Delivery process enhancement
and improvement
Resource flexibility
Large pool of technically
qualified, English speaking
resource

6. Potential High Growth Areas
Customer Analytics and CRM
HR Outsourcing
Legal transcript support
Knowledge process outsourcing
Market research
Equity research
Engineering design
Animation and simulation
R & D ( non IT areas)

7. Potential High Growth Areas
Financial Services outsourcing …..already witnessing explosive growth
Insurance underwriting
Fund management
Risk assessment and actuarial analytics
Commodities processing services
Debt collection and recovery
Equity research
Financial data mining and modelling
Corporate & Market research
Banking & Financial Services Industry continues to be the largest vertical market for Indian ITES / BPO

8. Impact of this growth on Employment
Impact of this growth will be on the general population.
Sector can employ ordinary graduates or even non-graduates
Most importantly, this growth will open avenues to a wide
range of specialist skill sets
From basic customer service to analytics, underwriting and even
Engineering R & D.
Employment in sector to exceed one Million by FY ’07-’08

9. Basic Skill Requirements
Basic Computer knowledge (For general processes)
Excellent Communication Skills (Neutral Accent, clear speech,
good grammar & language etc.)
Customer Interaction Skills (Customer handling skills,
telephone etiquette, empathy and listening skills etc.)
Understand the target groups and their cultures

10. Basic Skill Requirements
Positive attitudes like:
commitment to understanding customers
solving their problems
motivation to work hard.
The process training is given in-house by the ITES companies
but the base skills like communication; interactive skills and
attitudes etc are expected prior to hiring and form the criteria of
screening for ITES jobs.

11. Skills Requirement by Vertical
SEGMENTS
Call center
SKILLS REQUIRED
Remote customer interaction
Good communication and language skills, accent understanding team leadership,
basic computing skills
Language and accent understanding
Date search, Integration
Computing, language and analytical skills
Human Resource Services
Country specific HR policies, rules and regulations
Remote education
Subject knowledge, computing and language skills
Engineering and design
Technical and engineering design and computing skills
Translation, medical transcription
and Localisation
Animation
Language understanding, basic computing (word processing knowledge) and
understanding of various medical terminologies
Drawing and creative skills, computer graphic skills
Finance and accounting
International/ country specific accounting rules
Market Research
Understanding statistical sales and marketing concepts
Network Consultancy and
management
Understanding different network configurations and support equipment, technical/
computing skills

12. India …….global players

13. Career vs. Job Opportunity

14. HSBC Global Resourcing
……a career opportunity…….

15. The HSBC Group
One of the largest banking & financial services organisations in
the world
Top 5 brands worldwide
Over 9,800 offices worldwide
253,000 employees in 77 countries and territories
Over 110 million customers worldwide with a total e-customer base of
almost 20 million
Global Resourcing
Global function of HSBC, with direct reporting relationship with GHQ

16. Global Resourcing
Is an essential element of HSBC Group and contributes to the Group Strategy of Managing for
Growth which is based on a strong coherent management of costs and investments
Consists of 11 Group Service Centres located across 5 countries in Asia
Partners with other HSBC business areas to provide world-class customer service, contributing
to HSBC’s business success
Customer Service
Customers
Branch
Group Service Centre

17. Group Service Centres
Bangalore
Colombo
Guangzhou
Hyderabad
Kolkata
Guangzhou
Hyderabad
Malaysia
Shanghai
The Philippines
Vizag

18. Group Service Centres - Centres of Excellence
Payments
Trade
CIBM
Consumer
Finance
Customer
Care
Credit
Insurance
Mortgage
HR
Analytics
Finance
IT
Operations
Securities/
Investments
Brings together a set of functions, expertise
or skills, performed to a world class
Group Service Centre, Vizag
Established June 2004
standard

19. Working with HSBC Global
Resourcing
Opportunity to be a part of one the world’s fastest growing
industries
Work in a secure world class environment
Rewarding growth opportunities
Training and development to handle global challenges
Competitive compensation and benefits

20. Growth in HSBC Global Resourcing
RADHIKA DHARANIKOTA
Processing Executive in Oct 2000
Manager – Project & Planning in Nov 2003
SRIDHAR REDDY
System Admn Executive in Jan 2001
Manager – Data Centre in Jan 2004

21. Growth in HSBC Global Resourcing
MONA SAXENA
VIJI VARGHESE
Processing Executive in May 2001
Asst Manager – Training in May
2000
Asst Vice President – Compliance in
Jan 2005
Asst Vice President – Planning in Feb
2004
MANISH MANDHYAN
SUNIL BINGI
Asst Manager – Training in May
2000
Processing Executive in April 2002
Vice President – Operations in Dec
2004
Manager – Compliance in Jan 2005

22. In Summary
ITES / BPO
One of the fastest growing industries in India
Dynamic, challenging environment
Competitive compensation and benefits package
Vast range of verticals to choose from
caters to almost every industry – opportunity to develop specialist skills
Unmatched learning, development and growth opportunities
Global exposure
Caring and empathetic employers
Compelling Career Proposition

23. Questions