Outsourcing to India | 2023 Definitive Guide

Why India?

Outsourcing to India as an outsourcing destination is appealing due to the significant cost differential between the developed countries and the Indian labor market. India offers a vast pool of highly educated workforce that can provide companies with teams that consistently meet performance goals while exceeding service expectations of most North American and European countries. India has a strong IT and BPO sector, with more than 40% of the global market share in these industries. The country is also home to some of the world’s top outsourcing companies including Infosys, Wipro, HCL Technologies, and Tata Consultancy Services (TCS).

There are a number of factors to consider when choosing an outsourcing destination, and India is often compared to other countries like China, the Philippines, and Mexico. While India may not be the cheapest option, it offers some advantages that other countries cannot match. First, India has a large pool of highly educated and skilled workers. In addition, Indian providers have a strong track record of meeting performance goals and exceeding customer expectations. Finally, India has a well-developed infrastructure that supports outsourcing, including a strong telecommunications system and ample bandwidth.

Reasons why outsourcing to India is so appealing

Quality of education

India has one of the largest pools of English-speaking graduates in the world, making it an ideal destination for companies looking to outsource their contact center operations. India also has a large number of engineering colleges, so there is a significant pool of workers with technical skills and experience in IT and other areas relevant to outsourcing.

Cost savings

Outsourcing to India can be up to 70% cheaper than outsourcing to the United States, and even more expensive countries like the UK. Indian workers are typically paid much lower wages than their counterparts in developed countries, making it a cost-effective option for companies looking to reduce costs.

Language skills

English is commonly spoken in India, so language barriers are not usually an issue. Accent and cultural differences can be a challenge, however, so it is important to work with a company that has experience communicating with customers in your country. Companies can usually provide a representative sample of voices for you to hear so you can tell what to expect from your Indian staff.

Infrastructure

India has a well-developed infrastructure that supports outsourcing, including a strong telecommunications system and ample bandwidth. This infrastructure is constantly improving, making India an attractive destination for companies looking to outsource their operations.

Talent pool

Outsourcing to India provides access to a large talent pool of skilled workers who are capable of meeting the performance goals of most Western companies.

Time zone difference can be a significant advantage

The time zone difference between India and the United States (and other developed countries) can be a significant advantage for companies looking to outsource 24/7 operations or tasks that can be performed without regard to time of day.

Quality of life

Outsourcing to India offers a lower cost of living than many other countries, making it a more affordable destination for workers. In addition, India is a culturally rich country with many interesting places to visit.

Considering the feasibility of outsourcing to India

Travel Distance

Outsourcing to India is viable for companies located in the United States, as well as those in other Western countries. The distance between India and the United States is about 8000 miles or 12 hours by plane.

Time difference

While there is a time zone difference of twelve and a half hours between India and the United States, this can actually be an advantage for companies looking to outsource 24/07 operations or tasks that can be performed without regard to time of day.

Cultural differences

While cultural differences can be a challenge when outsourcing to India, they can also be a source of enrichment and learning. It is important to work with a company that has experience communicating with customers in your country.

Remote Teams Used To Be A Challenge To Manage

In the early days of outsourcing, one of the biggest challenges was managing remote teams. However, with advances in technology and communication tools like video conferencing, this is no longer a major issue.

Outsourcing to India can provide significant cost savings and other benefits for companies looking to reduce costs or improve performance. In order to get the most out of outsourcing to India, it is important to work with a company that has experience in this area.

For a complete white paper on feasibility, considerations click here.

Companies outsource a variety of projects types

Business Process Outsourcing

Process outsourcing (BPO) is the contracting of specific business functions to a third-party provider. These services can include but are not limited to, customer service, human resources, accounting and finance, and information technology. BPO is often used by companies as a way to reduce costs and improve efficiency.

Knowledge Process Outsourcing

KPO services can include but are not limited to, legal research and writing, patent research and analysis, medical transcription, and market research.

Outsourcing certain knowledge-intensive processes, or Knowledge Process Outsourcing (KPO), is a newer form of offshoring that has gained significant ground in recent years. KPO involves the contracting of services such as research and analysis, legal process outsourcing, engineering design, and medical transcription to companies in India.

The advantages of KPO include improved communication, faster turnaround times, and access to a large pool of qualified professionals at a fraction of the cost in developed countries.

Product Development Outsourcing

Product development outsourcing (PDO) is the contracting of the design and development of new products to a third-party provider. This service can include everything from product conception and design to final manufacturing and delivery.

Contact Center Outsourcing

Contact center outsourcing (CCO) is the contracting of customer support services, such as telephone support, email support, and live chat support, to a third-party provider. India is a popular destination for CCO due to the country’s large population, low cost of labor, and strong infrastructure.

Software Outsourcing

Software development outsourcing (SDO) is the contracting of the design, development, and testing of software applications to a third-party provider. This service can include everything from requirements gathering and analysis to final deployment and support.

IT Outsourcing

IT outsourcing is the contracting of all or part of an organization’s information technology operations to a third-party provider. This service can include everything from the provision of hardware and software to network management and support. The IT industry in India is one of the largest in the world. Some project types:

• Network Operations Center
• Software Development
• Web development
• Tech Support for products & services

Legal Process Outsourcing

Legal process outsourcing (LPO) is the contracting of legal services to a third-party provider. LPO services can include but are not limited to, contract drafting, due diligence, and litigation support.

Recruitment Process Outsourcing

Recruitment process outsourcing (RPO) is the contracting of all or part of an organization’s recruitment operations to a third-party provider. RPO services can include everything from job posting and screening to final placement and onboarding.

Accounting Process Outsourcing

Accounting process outsourcing (APO) is the contracting of an organization’s accounting operations to a third-party provider. APO services can include but are not limited to, accounts payable, accounts receivable, and bookkeeping.

Document Review Outsourcing

Document review outsourcing (DRO) is the contracting of the review and analysis of documents to a third-party provider. DRO services can include but are not limited to, contract reviews, due diligence, and legal research.

Data Entry Outsourcing

Data entry outsourcing (DEO) is the contracting of the entry and verification of data to a third-party provider. DEO services can include but are not limited to, contact list management, order processing, and product cataloging.

Transcription Outsourcing

Transcription services can include but are not limited to, meeting transcription, interview transcription, video transcription, and medical transcription.

Manufacturing Outsourcing

Manufacturing outsourcing (MO) is the contracting of the manufacturing of products to a third-party provider. This service can include everything from product design and development to final assembly and delivery.

Market Research Outsourcing

Market research outsourcing (MRO) is the contracting of market research services to a third-party provider. MRO services can include but are not limited to

• Prospect research and qualification
• Appointment setting
• CRM Lead nurturing
• Strategic and tactical research

Process Governance Factors While Offshoring A Process To India

Is your business process mature?

Outsourcing to India is a great option for businesses that have well-defined and mature business processes. If your company is in the early stages of process development, it may be better to wait until your processes are more refined before making the move to offshore outsourcing.

Do you have near real-time monitoring of process quality?

In order to maintain quality control, it is essential to have near real-time monitoring of your business processes. This means having the ability to track process performance and make changes quickly if necessary. It is vital to monitor most offshore processes in near real-time.

Is your reporting system able to monitor process anomalies?

In order to detect and correct process abnormalities, it is important to have a reporting system that can monitor all aspects of your business processes. Outsourcing to India can be a great option for companies that already have this capability to ensure quality in place.

Do you have a mature team communication system?

If you want to successfully outsource to India, it is essential to have a mature team communication system in place. This means having the ability to effectively communicate with your provider’s team and receive timely updates on project status.

Can you remotely manage tasking and project dependencies?

In order to effectively manage your project, you must be able to task and project dependencies. This means being able to assign tasks, track progress, and resolve issues quickly.

Does your process require creatively solving problems?

If your process requires creativity in order to solve problems, Outsourcing to India may not be the best option for you. Indian providers are known for their ability to quickly and effectively replicate processes, but they may not be as adept at problem-solving outside of the box.

Is your process sensitive to cultural nuances?

Cultural sensitivities can be a major issue when outsourcing to India. Many times, business processes that work well in one culture may not work at all in another. Before making the decision to outsource to India, it is important to understand the cultural nuances of the country.

Infrastructure Success Factors While Outsourcing To India

Organized due diligence with comprehensive checklists can mean the difference between success and regret. India is a developing economy with spotty availability of critical infrastructure we take for granted in the US. By understanding the risks associated with offshoring to India, you can take steps to mitigate those risks and increase your chances of success. Some factors to consider:

• Bandwidth availability and quality vary. Many cities have a weak infrastructure. Many second-tier cities in India suffer from frequent down events and latency beyond process-specific thresholds.
• Power outages are common, as is voltage instability. Brownouts and blackouts are not at all unusual. India has a very poor power grid with frequent outages in many cities.
• Water shortages are also common in many areas. Lack of water can cause disruptions to your process or force you to relocate your process operations.
• Labor unrest is common in India, particularly in the tech sector. If your process is dependent on continuous, uninterrupted labor, India may not be the best option.
• Unreliable transportation can cause significant delays and disruptions to your process operations. Traffic congestion is a way of life in many Indian cities, and strikes by transportation workers are common.
• Facility security is a concern. Many facilities are not well protected, and theft of equipment and data can be a problem.
• Employee Turnover can lead to a loss of institutional knowledge, which can impact process performance.
• Business Continuity planning is critical. Natural disasters (earthquakes, floods), civil unrest, and terrorist attacks are all potential threats to your process operations in India.
• Outsourcing venture ownership can cause unnecessary risk to process durability. It is tragic if a well-implemented process is put at risk due to a weak partner.
• Social Ethics. India has a strong social ethic that is frequently in conflict with the goals of western businesses. Values such as family, relationships, and community are highly important in Indian culture, while the individualistic values of the west are not as highly prized. This can lead to difficulties in negotiations and conflicts over how tasks will be completed.
• Corruption is also a significant issue in India. Regulatory compliance can be a challenge, and paying bribes, hiring unnecessary consultants, and other weird requests often cascade into larger process decisions.

Outsourcing Destinations In India By State

list of states in India and their history

https://en.wikipedia.org/wiki/States_and_union_territories_of_India

Other references

http://www.umsl.edu/~lacitym/swotindia.pdf

https://community.nasscom.in/communities/gcc/bfsi-gccs-road-ahead

A high-level view of Banking, Financial Services, and Insurance sectors.

Nasscom is an association of Indian Companies, its reports help people interested in India to learn about the business environment in India.

https://community.nasscom.in/

Top outsourcing destinations in India:

Bangalore

Bangalore continues to dominate as India’s software innovation center, with a plentiful supply of trained personnel. Bangalore’s popularity is also due to the city’s pleasant weather. This is where the Indian outsourcing revolution began, and it is still regarded as India’s best city for investing, living, and making a profit. Other factors undermining Bangalore’s growth include a lack of adequate infrastructure, political infighting, growing population, poor urban planning, and high real estate prices. Bangalore is a hub for IT firms, with Infosys, Wipro, Intel, IBM, SAP, SAS, Dell, Cisco, TI, Motorola HP , Oracle , Yahoo , AOL E & Y and Accenture among the top names.

Chennai

Chennai was not chosen as an outsourcing location like Bangalore or Hyderabad during the early years of outsourcing in India. Chennai has grown into India’s main outsourcing center, with several benefits, due to its affordability and infrastructure, as well as larger space and excellent accessibility. The finest infrastructure in India is found in this metropolis. Chennai, like Bangalore, focuses on nearly every aspect of business, including software development, animation production, IT services, back-office operations, and tax processing. Some of the leading businesses in Chennai include Cognizant, Standard Chartered Bank PLC., Polaris Information Systems Ltd., EDS United

Hyderabad

With a helpful administration and good planning, Hyderabad has continued to attract international money. The government in Hyderabad has always shown its support for the IT sector, as well as a development stage in the city, to enhance infrastructure services. The city of Hyderabad is well regarded for its BPO, software, ITES, and product design offshore business operations. HSBC, Satyam, Google, and Microsoft are among the many prominent IT companies in Hyderabad.

Delhi and NCR (national capital region)

The capital of India, New Delhi, is not a popular outsourcing destination and has high costs, but its neighboring cities such as Gurgaon and Noida are quickly emerging as outsourcing locations because of their proximity to Delhi, skilled resources, and strong global connections. Call center services, chip designs, transaction processing, and software services are all available in New Delhi, Gurgaon, and Noida. Several well-known firms call these Indian cities home, including GE, American Express, ST Microelectronics, Wipro Spectramind Convergys Daksh ExL.

Mumbai

Mumbai is an ideal outsourcing site due to its favorable government regulations, competent IT personnel, and strong infrastructure amenities. Mumbai is a financial and accounting services, application development, software solutions, BPO services, and healthcare solutions expert. Some of the top firms in Mumbai include TCS, IBM, Mphasis, i–flex, Morgan Stanley Investment Management Solutions LLC (MSIMS), Citigroup Information Technology Services India Pvt Ltd. HCL

Kolkata

Kolkata is gaining a lot of attention due to its exceptional value and a vast number of IT resources. Kolkata, on the other hand, is well-known for its frequent trade closings and congested traffic. The government of Kolkata is working to enhance the city’s infrastructure in order to attract outsourcing investors. Kolkata will soon emerge as an excellent outsourcing site. The most important services offered in this city are software and other consultancy services. In Kolkata, the top firms include PwC, IBM, and ITC InfoTech.

Pune

Pune has several businesses that work in various fields, including customer service, embedded software development, and chip design. Pune is home to several prominent firms, including Telegenisys, MsourcE, C–DAC, Persistent Systems, and Zensar. Pune is located about 120 kilometers (km) from Mumbai, India’s financial metropolis. Pune has grown as an outsourcing center due to a large number of IT professionals. With better transportation and living standards, Pune is moving toward becoming a high-tech outsourcing city.

Chandigarh and Mohali

These twin cities, Chandigarh and Mohali, are well-known for their high-quality education. They have all of the qualities necessary for an outsourcing destination: plenty of space, competent workers, as well as financing and expertise. Although these Indian cities do not have an international airport, they are connected by rail and road to Delhi.

Mysore

Bangalore, the capital of India’s Silicon Valley, has been supplanted by Mysore as the ideal location for IT and business start-ups. Bangalore is growing more expensive and crowded, with a greater attrition rate. With companies like Wipro and Infosys located in the city and it being close to Bangalore, overseas businesses are considering investing

Thiruvananthapuram

This city in Kerala, which is home to renowned technology and science research organizations, has become a hub for outsourcing. With its developing infrastructure and skilled IT resources, this city has begun gaining outsourcing attention.

Coimbatore

When it comes to engineering services, the city of Coimbatore in Tamil Nadu is known as India’s engineering outsourcing capital. This metropolis is home to a significant number of young engineering graduates with IT expertise. The Tamil Nadu government has been making efforts to grow Coimbatore and make it an outsourcing center.

Pros and Cons of outsourcing to India

Why India is Preferred Outsourcing Destination?

Some of the key reasons that make India the preferred outsourcing destination are an immensely talented workforce, favorable government policies, and fast-developing infrastructure.

What is the size of the Indian outsourcing industry?

Indian BPO market to hit $8.8 bn by 2025 with new changes and a liberalized regime with a growth rate close to 10%. Here is additional data about the rapid growth of the Indian outsourcing industry.

What are the challenges faced by the outsourcing industry in India?

While the outsourcing industry continues to grow the pandemic has affected India like virtually anywhere else in the world. This has impacted both availability and access to the workforce in many sectors of the Indian economy. Here is a reference to some of these changes.

What types of companies outsource work to India?

Companies outsource work when they are able to define work content, success metrics and take advantage of the economies of scale. From Micro to large companies are outsourcing services to Inda. Here are some examples of companies with offshore teams in India.

• Microsoft Technology company
• Ford Motors Transportation company
• CISCO Software company
• Amazon E-commerce
• Google Technology company
• IBM Technology company
• American Express Financial institution
• Dell Technology company
• Hewlett Packard (HP) Technology company
• AT&T Telecommunications company

Outsourcing Service Providers: How To Select An Outsourcing Partner

The complete outsourcing toolkit from Telegenisys includes a readiness assessment, feasibility, RFI and RFP guidance, and other resources that help our clients outsource effectively and achieve planned results.

Getting Started

1. Evaluating Processes that can be offshored
2. Feasibility assessment factors
3. Your process readiness required for outsourcing
4. Careful selection of one or more outsourcing partner
5. Due diligence ( RFI / RFP )
6. Establishing success metrics clearly
7. Building the service model
8. Deployment
9. Monitoring

Primary Drivers are lower costs, skilled labor force, time zone advantage, cultural compatibility and ready infrastructure.

My outsourcing story

In 1999 I went to Pune, India in search of a partner to supply software development expertise. I crashed headfirst into the great cultural divide, flexible ethics, wildly overblown commitments, and some corruption.

We started by testing the waters and a company seemed to deliver software components on time. When I arrived to meet them I realized they did not exist. Instead, my contact had been subcontracting the work.

There began a process of painful effort to navigate the sometimes hostile environment of business in India. In late 1999 Telegenisys Inc. (the company I represented) opened its own office in India in partnership with some Indian executives. It was incorporated at Telegenisys India Pvt. Ltd. and it continues to serve as the primary subcontractor for software development and service support for Telegenisys Inc.

Our company built teams the hard way in a time where bandwidth latency and point-to-point VPN connectivity were significant barriers to what you could do in India. Having learned the hard way, Telegenisys decided to offer business process outsourcing services through its staffing arm in India to help US businesses bridge the gap in a more insulated performance environment where the US company manages the contracts.

To reach us to ensure your outsourcing success to India you can reach me at sales@telegenisys.com.

Telegenisys Resources Offered

1. Process evaluation checklist
2. Feasibility whitepaper & checklist
3. Readiness whitepaper & checklist
4. RFI (Request For Information template)
5. RFP (Request For Proposal template)
6. NDA Mutual Non-Disclosure Agreement
7. BAA Business Associate Agreement (HIPAA Compliance for health processes.
8. SOW (Statement of Work Template)
9. SLA (How to draft service level agreements)
10. Business Process Outsourcing Service Contracts for US Companies
11. Indian corporate filing disclosure examples
12. Indian tax law compliance verification for Indian Corps (Pvt. Ltd. Companies)
13. Police verification information for Indian employees.
14. Indian employee’s health insurance verification.
15. Site visit checklists – Testing compliance
16. Ensure Business Continuity checklists
17. Outsourcing work specifications examples
18. Recommended hiring process for offshore teams
19. Offshore team management
20. Infrastructure framework requirements for offshore teams
21. Data security checklist for offshore teams
22. Interview process recommendations for offshore teams
23. Labor laws in India that affect offshoring teams
24. Is the Indian company you want to work with REAL? Guidance
25. How to determine labor cost differential in India
26. Calculate savings from offshoring teams to India
27. Time to deploy guidance ( Steps in launching teams )