Comparing India with other BPO Destinations (Why India?)

The abundant skilled manpower has made India a target destination for multinationals to back end their operations in India. India ranks high in areas such as qualifications, capabilities, quality of work, linguistic capabilities and work ethics, and thus is ahead of competitors such as China, Philippines, Ireland, Australia, Canada etc. Indian companies have unique capabilities and systems to set, measure and monitor quality targets.

In specific BPO categories, Indian centers have achieved higher productivity levels-for example, the number of transactions per hour for back office processing, than their Western counterparts. GE reported greater satisfaction ratings from its Indian call center (92%) as opposed to what it got from its onshore centers in the US (85%). HSBC's facilities in India handle 20% more interactions in an hour than the ones in the UK. Also, India is able to offer a 24x7 service and reduction in turnaround times by leveraging time zone differences. India's unique geographic positioning makes this possible. Many state governments in India are offering incentives and infrastructure to set up IT enabled services.

About 100,000 engineers graduate from India every year. Many of these engineers are employed with call centers for troubleshooting and providing technical support at salaries that are dramatically lower compared to the pay scales in the US. The average monthly salary in India is $400-700 compared to $2,700-2,800 in the US.

BPO	India	Philippines	China	Russia	Canada	Ireland
Government  Support
Labor Pool
Infrastructure
Educational  System
Cost  Advantage
Quality
Cultural  Compatibility
Time/distance  Advantage
English  Proficiency

 High       Medium      Low

 India - Strengths