The Ites and Bpo Sector:

The IT-Enabled Services (ITES) and BPO (Business Process Outsourcing) sectors are one of the fastest growing sectors in India, today. They remain a popular choice for the young generation and offer numerous job opportunities for graduates from various backgrounds.Though ITES in India has become almost synonymous with call centres in public perception, it encompasses much more.
The term ITES can be defined as outsourcing of such processes that can be enabled with information technology and covers areas as diverse as finance, HR (human resource), administration, healthcare, telecommunication, manufacturing, etc. Thus, IT enabled services refer to all those services provided by companies to customers using technology. For example, call centres enable organisations to provide information and support services to its customers using voice, email or chat. The data can be moved across the organization to all its internal and external customers quickly and effortlessly.
This contracting out of non-core duties and expenses to an outside provider is done to achieve some cost savings and perhaps improve productivity. The IT enabled services that India provides are medical transcription, customer interaction services, technical support, Business process outsourcing, HR services, back office operations, etc,” says Manish Arora, 28, an independent recruitment consultant based in Pune.
“Call centres are a significant part of the ITES/ BPO wave,” says Manish. Customer care, also known as call centre support, includes database marketing, customer analytics, telesales/telemarketing, inbound call centres, web sales and marketing, and sales and marketing administration.
The hype surrounding the industry can be explained by the fact that this segment is not only the largest revenue earner, but also the fastest growing segment in the industry. It also has to its credit the status of being one of the largest employment generators. (Source: NASSCOM) There are two main types of call centres: inbound and outbound. Inbound call centres take incoming calls, like for placing orders or receiving customer service. Positions in this environment require good listening skills, empathy, diplomacy and organisation.