The Telecom BPO Markets in India 2014 - 2019

  • ID: 2788606
  • Report
  • Region: India
  • 60 Pages
  • Infogence Marketing & Advisory Services
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Presently, the Telecom BPO Market in India is estimated at USD 617Mn & expected to reach USD 1.2Bn by 2017


  • Airtel
  • Birla Minacs
  • BSNL
  • Firstsource
  • Hinduja Global
  • Idea
  • MORE
The Telecom market in India is the second largest in the world. It has now reached a subscriber base of 905 Million. The IT BPO sector in India has aggregate revenues of over 100 Billion+

Telecom & BFSI are the largest contributors to the growth of BPOs in India. The Telecom sector contributes almost 25%-30% of call centre business. Out of this voice processes alone contribute almost 60%-70% revenues.

The report gives an overview of the Telecom industry in India. It is followed by an overview of the BPO industry in India. The report then deep dives into the specific Telecom BPO industry in India. The telecom industry is now expected to consolidate. Existing and new players are expanding rapidly. This brings in a plethora of opportunities for BPOs servicing the Telecom sector.

More and more players have now started focusing on the domestic Telecom market. This opportunity comes with its own set of problems. Problems like growing costs on one hand and falling billing rates on the other has squeezed BPOs. Their margins are under tremendous pressures.

What is it that they are doing to maintain their competitiveness? Which are the prevalent and upcoming pricing models within this industry?

How have markets performed in the past? What is the forecast for the future till 2017? Telecom players and their vendors, major M&A deals in this industry within past 5 years, industry metrics like average margins, revenue per seat, latest news and profiles of top 6 BPO companies in India are the major highlights of this report.
Note: Product cover images may vary from those shown
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  • Airtel
  • Birla Minacs
  • BSNL
  • Firstsource
  • Hinduja Global
  • Idea
  • MORE
1. Executive Summary

2. Telecom Industry in India
2.1. Growth Rate
2.2. Teledensity
2.3. Major Players
2.4. Market Shares

3. BPO Industry in India
3.1. Value Chain
3.2. Overall Market Size
3.3. Domestic Revenues & Growth Rates
3.4. Export Revenues & Growth Rates
3.5. Domestic vs Export Comparison
3.6. Vertical wise Spends
3.7. Function wise Spends
3.8. Major BPO companies in India, focus markets & sectors

4. Telecom-BPO Industry in India
4.1. Telecom BPO Market Size
4.2. Trends over last 5 years, Forecast till 2017
4.3. Domestic BPO vs Telecom BPO comparison
4.4. Growth Drivers & Inhibitors
4.5. Major Services of Telecom BPOs

5. Pricing Models in Telecom BPO
5.1. Full time Employment
5.2. Time Based
5.3. Volume Base
5.4. Fixed plus Variable
5.5. Outcome Based
5.6. Gain Share

6. Telecom BPO Industry Key Metrics
6.1. Gross Margins
6.2. Growth Rates
6.3. Average Revenue Productivity
6.4. Cost of Service per connect minute
6.5. Business Volumes by function/processes
6.6. Business Volume – Voice, Non Voice

7. Industry Drivers & Inhibitors

8. Outsourcing vs Insourcing
8.1. Advantages, Disadvantages
8.2. Vodafone & Reliance – Why Insource?

9. BPO Service Providers to Telecom Players in India
9.1. Telecom Players and their vendors
9.2. Services provided by vendors to particular Telecom player

10. Major M&A Deals (2006 to 2013)

11. Latest News from the Industry

12. Company Profiles
12.1. Serco
12.2. Birla Minacs
12.3. Hinduja Global
12.4. Mphasis
12.5. Firstsource
12.6. Tech Mahindra

13. Case Study - Hinduja Global

14. Figures
14.1. BPO Sector in India – A Snapshot
14.2. BPO Value Chain
14.3. List of Major BPOs in India – Focus sectors, Markets Served

15. Graphs
15.1. Teledensity
15.2. Telephone Subscribers
15.3. Wireless Subscription Growth
15.4. Growth in Wireless Teledensity
15.5. Telecom Sector Market Shares
15.6. Aggregate Industry Revenues
15.7. Domestic BPO Revenues (2003 to 2012)
15.8. Vertical wise BPO Spends (%)
15.9. Service wise Spend (%)
15.10. Indian BPO Market Size vs Telecom BPO Market Size, Growth Rates (2006 to 2017)
15.11. Telecom BPO (Exports Revenue) vs Telecom BPO (Domestic Revenue) – 2008 to 2012
15.12. BPO Exports (Total Revenue) vs Telecom BPO (Domestic Revenue) – 2008 to 2012
15.13. Pricing Models
15.14. Industry Key Metrics
Note: Product cover images may vary from those shown
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- Airtel
- Birla Minacs
- Firstsource
- Hinduja Global
- Idea
- Mphasis
- Reliance
- Serco
- Tech Mahindra
- Vodafone
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown