ITES : Information Technology Enabled Services

Software development, Data entry, Programming, Web development services

BPO : Business Process Outsourcing

Medical 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 administers the selected processes, based on defined and measurable performance metrics

IT Enabled Services is a place which can look after your all outsourcing needs whether its a Customer Relationship Management (CRM), Back Office Operations/Revenue Accounting/ Data Entry, Data Conversion
India is well positioned to derive benefits from the ITES market and become a key hub for these services.

Business process outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider.
Originally, this was associated with manufacturing firms, such as Coca Cola that outsourced large segments of its supply chain

Various services offered in these segments include: Customer care : including database marketing, customer analytic, telesales / telemarketing, inbound call centre, web sales and marketing, sales and marketing administration. Finance: including billing services, accounting transactions, tax consulting and compliance, risk management, financial reporting, financial analysis. Human Resources : including benefits administration, education and training, recruiting and staffing, payroll services, hiring-administration, records management. Payment services : credit/debit card services, Cheque processing, transaction processing Administration : including tax processing, claims processing, asset management, document management, transcription and translation. 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 accomplish multiple tasks

Role of Computer in Call Center Technology plays a major role in the call center. Computers are used to access customer records, product information, ordering status, transaction history and other various important data. They play as the primary and the most essential tool for call center agents. They even contact customers through email and can also blend mails with phone calls. No call center can work without the availability of computers.

Significance of Call Center Call center have particular significance in three areas : Customer service and retention : Call center serve as the means by which the organization creates a long term relationship with individual customers. Direct marketing : Services or products required by the customer are directly marketed on phone or on Internet. Source of management information : A call center with good software accumulates a great 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 work properly 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-based tool 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 spatial data from the real world for a particular set of purposes" Arnoff in 1989 defines GIS as, "a computer based system that provides 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 to find out prospective areas for exploration and mining and also to analyze the ore body. Power companies use GIS to monitor and analyze the electricity load on the grid network for a particular area Transportation companies use GIS to help determine the best route for delivering there good at less time. Retail trade companies using GIS to determine the best location for a new outlet. GIS data is nowadays also used on the Internet for giving an graphical representation of the users querying.