IT-enabled services (ITES) are also known as web-enabled services or remote services. It covers almost all operations that take advantage of information technology to improve the efficiency and productivity of an organization. “These services provide a wide range of career options including opportunities in call centers, medical transcription, medical coding and billing, back office operations, income claim processing, legal databases, content development, payroll, logistics management, GIS (Geographic information system), Human resources services, web services, etc. “.
The call center industry in India is today in the global spotlight due to its very high growth rate. The industry has drawn the attention of leading business firms to the promise of highly subsidized price delivery, largely due to cheap labor and a large pool of talented English-speaking graduates. There have also been some controversies over the quality of the workforce, the lack of a national customer service culture, and weak infrastructure. There were also internal oppositions in the US and UK based on fear of job losses. However, the industry saw through the resistance and today is more poised to grow than it has ever been seen before.
According to a recent Dataquest study, the following information came to light:
– The BPO export sector in India was Rs 37,800 crore industry in 2006-07
– National call center revenue reached Rs 8.5 billion in fiscal year 2008.
– The survey conducted a detailed study of captive and third-party call centers.
– The growth of the domestic call center industry will accelerate to 65%, up from 42% the previous year.
– The national call center industry employed more than 280,000 agents as of December 2007.
– the break from the previous figure was 130,000 agents employed in captive call centers; and 150,000 employees in the outsourced industry.
– Top 10 Outsourced Players employed 71,645 people.