SUMMER TRAINING REPORT SUBMITTED TOWARDS

THE PARTIAL FULFILLMENT OF POST GRADUATE

CERTIFICATION IN FINANCE AND MARKETING

REPORT ON DOMESTIC COST STRUCTURE OF

BPO INDUSTRY

SUBMITTED BY:

SHAZI N SHAFIQ
MBA (2008-2010)
Enrollment No.:

INDUSTRY GUIDE FACULTY GUIDE

BHANU JOSHI RITU SHARMA

Senior Manager-Finance Lecturer-AGBS

AMITY GLOBAL BUSINESS SCHOOL, NOIDA

AMITY UNIVERSITY – UTTAR PRADESH
 CERTIFICATE OF ORIGIN

This to certify that Ms. Shazi N Shafiq, a student of Post Graduate Degree in
Finance and Marketing, Amity Global Business School, Noida has worked
in the Vcustomer Services India Pvt. Ltd., under the able guidance and
supervision of Mr. Bhanu Joshi , Senior Manager, Vcustomer Services India
Pvt. Ltd.
The period for which she was on training was for 9 weeks, starting from 8th
june, 2009 to 10th August. This Summer Internship report has the requisite
standard for partial fulfillment of the Post Graduate Degree. To the best of
our knowledge no part of this report has been reproduced from any other
report and the contents are based on original research.

FACULTY GUIDE STUDENT

RITU SHARMA SHAZI N SHAFIQ

 ACKNOWLEDGEMENT

I express my sincere gratitude to my industry guide Mr. BHANU JOSHI,

Senior Manager, vCustomer Services India Pvt. Ltd., for his able guidance,
continuous support and co-operation throughout my project, without which
the present work would not have been possible.

I would also like to thank the entire team of Vcustomer, for the constant
support and help in the successful completion of my project.

Also, I am thankful to my faculty guide Mrs. RITU SHARMA of my

institute, for her continued guidance and invaluable encouragement.
 TABLE OF CONTENTS

Chapter No. Subject Page No.

Ch. # 1.0 Executive Summary…………………. 06

Ch. # 2.0 Research Methodology……………… 07

2.1 Primary Objective(s)…………. 07
2.2 Hypothesis…………………… 08
2.3 Research Design……………… 08
2.4 Sample Design……………….. 09
2.5 Scope of the Study…………… 10
2.6 Limitations…………………… 10
Ch. # 3.0 Critical Review of Literature………... 11
Ch. # 4.0 Industry Profile ……………………... 12
4.1 Company Profile……………… 23
4.2 SWOT Analysis………………. 28
Ch. # 5.0 Findings & Analysis…………………. 30
5.1 key findings…………………… 30
5.2 Indian domestic economy (growth)32
5.3 Rise of consumerism………….. 35
5.4 Indian BPO market overview … 36
5.5 Domestic BPO revenue……...…. 37
5.6 Service lines …………………… 43
5.7 Vertical split…………………… 48
5.8 Domestic pricing models……….. 52
5.9 Cost structure………………… 53
5.10 Key Metrics…………………….. 55
5.11 Profile of top 3rd party players..…60
Ch. # 6.0 Recommendation…………………….. 75
Ch. # 7.0 Bibliography………………………… 76
Ch. # 8.0 Annexure…………………………….. 77
Tables
Graphs
Ch. # 9.0 Case Study……………………………. 83
Ch. # 10.0 synopsis of the project……………… 91
SHAZI N SHAFIQ