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Presented By:- Sandeep Agarwal

Shipra Sharma
Shradha Singh
UNDER THE GUIDANCE OF
Prof S P Garg
Jaipuria Institute of Management, Jaipur
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 `
 Business Process Outsourcing (BPO) is the delegation of one or
more IT-intensive business processes to an external provider.
 That administers and manages the selected process based on
defined and measurable performance criteria.
 In general terms, An organization entering into a contract with
another organization to operate and manage one or more of its
business processes.
 Motivational factors behind establishing the BPOs ±
Factor Cost Advantage
Economy of Scale
Business Risk Mitigation
Superior Competency
Utilization Improvement
 Services offered by BPO
 Customer Support Services
 Technical Support Services
 Telemarketing Services
 Employee IT Help-desk Services
 Data Entry Services / Data Processing Services
 Rural BPO
‡ Rural BPO is a similar establishment as other BPOs but is setup in a
rural landscape.

‡ To provide new job opportunities in the villages

‡ To help bridge the gap between India's urban and its poor rural
people
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The cost involved in setting up of a BPO centre in rural areas is low
compared to that in urban areas due to two factors infrastructure and
hiring costs.
The cost of operating is 50 per cent less in the rural centres compared
to the urban BPOs. And productivity of the rural work force is higher
than their urban counterparts.
The companies have to pay less salary than compared to BPOs
situated in major cities.
‡ Discourages Migration ± Through Livelihood generation
Encourages people to stay and work within their villages rather than
move to the cities in search for jobs.
This provides an opportunity for massive movement of people
stretches the resources available in major city centres and also
contributes towards overcrowding and slum development.
Overcrowding further leads to less jobs in cities.
   
 
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‡ Drishtee has set up a rural BPO centre in m , a small
village in the Madhubani district in the eastern Indian state
of Bihar.
‡ It utilize the latest   to provide top quality
services like call centre support, digitization services etc. to
clients in India and abroad.

‡ Drishtee is also leveraging its vast   

  across the country to provide these services from
geographically distributed centres.
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‡Drishtee focuses on   
to create

opportunities for growth
‡   for the community
‡Drishtee works on a     
‡Has established  
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 .
‡Creates significant social and economic impact.
‡It is Scalable and Replicable across the globe for
disaggregated communities.
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‡ Follows a bottom up approach
‡ All offerings are those which are needed by the rural
market and which create an impact.

 Such as Health and Education

‡ Drishtee's model is entrepreneur driven

 On several instances a woman
 Key reason along with its approach for products
and services that it is scalable and sustainable.
 „

‡ Drishtee's model works where the locations are remote
 Since easy accessibility is an issue, Drishtee can
add higher value.
 Typically these locations are such where
infrastructure would always be a constraint.

‡ Drishtee aims to perfect the last mile delivery systems

using technology and scientific methods
 „

  
Bottom up approach and service delivery
± eGovernance
± Banking &Finance
± Livelihood
± Market
± Education
± Information
± Agriculture
The BPO Centre at Saurath has impacted the
lives of several individuals, particularly women by
providing them with jobs within their communities.
 

Three key concepts to our approach:

1. Impact on Community (of products and services)

2. Bottom up approach and ability to deliver aggregation
of demand and Supply Chain
3. Network and network strength
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The idea is to help educated rural youth, upgrade the

quality of their lives without destructing the cultural
fabric. The aim to hold back the youth from migrating to
cities by providing employment here in villages.´
 m
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Sai Seva (Serve and Inspire Simple Employment for
Village Advancement) BPO was started by the
management students of Sri Sathya Sai University in
May 2006.
SAI SEVA was set up for two main reasons:
‡ To utilize the potential of India¶s youth.
‡ To deliver speedy, cost-efficient, and quality results to
customers who required low-skill, but intense back-office
work.
The middle and lower level employees in SAI SEVA are
people from the surrounding villages.
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SAI SEVA is committed to spearhead the concept of
Rural BPO by:

‡ Training and enhancing the skills of the rural educated

youth
‡ Providing cost efficient and qualitative process support to
our clients.
‡ Striving to continuously improve service offerings based
on the philosophy of Harmony of Thought, Word and
Deed¯

The S3 model
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Õ "#Õ   $ HDFC Bank is India¶s second
largest bank and they have chosen SAI SEVA to provide
critical and timely data capture services.
‡ Bank account opening data capture ± Customer-filled
bank account opening forms are scanned and
transmitted and the form images are converted into data.
‡ in a two-stage (dual capture) process that ensures 99%
of accuracy. Close to 130,000 account forms are
processed per month.
 For Basix, India ± Basix is a pioneer in rural livelihood
promotion in India and they provide a wide variety of
services and financial products for the Indian rural sector.
‡ Insurance claims processing ± Basix sells insurance
products to its rural customers via tie ups with major
insurance companies. Claims are received at our center
where the relevant data is captured from the forms and
compliance policy checks are carried out.
‡ Fresh proposal forms entry ± Insurance proposal forms
from prospective customers are received and the form data
is captured.
‡ Telephone based support ± Claim status updates for
customers calling on a toll-free number at our center¯
 For Foreign Clients
Õ %&m  m
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‡ Mortgage document indexing ± Scanned images of
various types of mortgage documents registered in
Washington state counties are retrieved via FTP. Key
fields are identified in each document and the data is
captured to facilitate image indexing and retrievals.
 „

‡ 75 fully done-up modular workstations to seat 150
employees in two shifts.
‡ Air-conditioned premises.
‡ Dedicated server room, gigabit LAN cabling.
‡ 6 Mbps dedicated connectivity client-provided
connectivity and 2 Mbps internet connection.
‡ Continuous power supply with UPS supported by 42
KVA generators.
‡ Closed circuit cameras and Access controlled entry
points 24 hours physical security presence.
‡ Fully compliant with banking information security
guidelines
‡ Dedicated training rooms.
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‡ The Sai Seva directors do not take any payment from
the venture and all profits are ploughed back for
developmental activities.
‡ The BPO provides free computer training for potential
employees and sponsors some for higher education.
‡ Sai Seva has no night shifts and has not faced attrition
so far.
‡ At SAI SEVA, believes that its a part of clients. Their
complete commitment to client's business needs is quite
simply reflected in their work culture.
 Contd..
‡ Enhancing speaking good English.
‡ Sai Seva has already started training local village youths
on basic computer skills such as Microsoft Office.
‡ Sai Seva is looking at more rural centers in locations
such as Bagepally and Kuppam in AP, and will have
centres in over 25 villages across the country in the
coming few years.
‡ Targeted marketing by Word of Mouth.
 Challenges & Mitigation
‡ Lack of expertise in English and others.
‡ Lack of availability of reliable and fast network
connectivity.
‡ Low confidence level due to lack of proper training and
performance measures.
  
The outsourcing business in India is based on sound
fundamentals. But constant innovation and spotting new
opportunities can help rejuvenate this competitive
advantage and rural BPO is definitely one of those
business innovations. The pace with which the concept
of rural BPO proliferates will decide the future of the
Indian outsourcing business vis-à-vis the global
competition.
Welcome to your suggestions

spgarg@jimj.ac.in
093992 92080