BuIldIng a CaReeR In tHe BPO IndustRy BPO Career Guid...
Dear Reader,The BPO industry in India has been growing at a tremendous pace. In 2003-04, revenuesfor the industry were abo...
Building a Career in the BPO Industry A serious career opti...
What is a BPO BPO means Business Process Outsourcing – Due to IT ...
the BPO Work environment 24/7 operations ...
BPO – Myths Impact on health and social life Workp...
Compensation and BenefitsThe Indian BPO industry provides very good salaries dro...
structure of the BPO Industry Multinational BPOs – An internatio...
evolution of the BPO IndustryThe BPO industry in India is young; it came into being in Be...
Impact of the BPO Industry – IndiaThe economic impact of the BPO industry in India has be...
starting your BPO Career College campus Referrals by c...
nassCOM assessment of Competence – naC NAC is a nationwide, st...
nassCOM – national skills Registry A permanent and unique r...
understanding Roles in the BPO IndustryLet us understand the linkages between a process bei...
Building a successful BPO Career Performance ...
Career growth in a BPOOne of the questions you have in your mind is whether spend between USD 200-250 million a y...
Career growth - entry level to Middle ManagementAssociate/Se...
Career growth – Middle to upper ManagementAssistant Vice President/Associate Director/Direct...
Other Benefits Global exposure Travel/On-the-job tra...
Continuing educationMost entry level employees join the BPO industry with Indian Institute of Managements (IIMs),...
lines of Business Customer care Collection...
Customer Care All interactions between a customer and a product provider ...
Collections Process of recovering amounts owed to an organisation by ...
Finance and accounting Transaction management (Accounts payable/receivable) ...
accounts Payable & accounts Receivable Accounts payable an...
analytics The field of data analysis. Analytics often involve studying ...
technical support/ It Helpdesk IT infrastructure services incl...
supply Chain Management Management of material and inform...
data entry and transaction Processes Data entry and transact...
BPOs servicing Indian Business I2I – India-to-India ...
Opportunities Outside the BPO IndustryA majority of people join this industry right after c...
Career Path – OptionsGiven your area of interest, your education and skill sets, As people grow in their careers and acq...
Career growth – Customer Care OperationsCareer growth –Collections 33 BPO Career guide
Career growth - accounts Payable: general accountingCareer growth –Collections to Quality 34 B...
Career growth – Customer Care to HRgeneral accounting -Client Management 35 BPO Career guide
Career growth HR services – HR Business Partnerdata entry associate –transition Manager 36 BPO ...
Career growth Operations– Consulting 37 BPO Career guide
top 15 BPO exporters in India for the year 2010-11 Rank C...
BPO success storiesIt has been truly an interesting journey and I was able to realise my dream of beinga great experien...
BPO success storiesI have been with Genpact for a little over I have learnt a great deal during my entire12 years an...
BPO success storiesIt is heartening to see where I have reached a training for 2,000+ people on sitetoday; I am res...
International youth Centreteen Murti Marg, Chanakyapurinew delhi 110 021, IndiaT 91 11 2301 0199 F 91 11 2301 5452research...
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Nasscom\'s Bpo Career Guide Final

Published on: Mar 3, 2016
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Transcripts - Nasscom\'s Bpo Career Guide Final

  • 1. BuIldIng a CaReeR In tHe BPO IndustRy BPO Career Guide1 HR Hiring Manual BPO Industry
  • 2. Dear Reader,The BPO industry in India has been growing at a tremendous pace. In 2003-04, revenuesfor the industry were about USD 3.1 billion and in 2008-09 revenues are at nearlyUSD 13.6 billion. NASSCOM estimates that by 2020, the BPO industry will be nearlyUSD 65 billion. This industry has offered many young people the opportunity to start, growand build their careers. The industry employs nearly a million people and as the Industrygrows; this number is expected to grow.What attracts these million plus people to this industry? And why should you considerthe BPO industry as a serious career option? This guide answers these and many otherquestions about a career in this industry.Choosing a career is one of the most important decisions of your life, and this guide willhelp you make an informed choice. It tells you about the industry, the verticals it operatesin, how to get a job in this industry and what you need to do to build a successful career.Career growth in the BPO industry is based on meritocracy, i.e. on your performance.Promotions, enhancement of skills (leadership and domain) and a plethora ofopportunities are available to you if you choose to be a part of this industry. Besidesthese, there are several non-tangible benefits in this industry, such as mentoring by theleadership, international assignments and working with a young and vibrant population.And, as you grow in your career, the plethora of job profiles grow. You can choose to bein operations or develop subject matter expertise in a particular domain, or transitionsor quality.Good luck and much success in whichever career you choose. Regards Som Mittal President, NASSCOM 2 BPO Career guide
  • 3. Building a Career in the BPO Industry A serious career option Career path in various verticals Advantages of the industry On-the-job expectations Dispel myths about the industryThe IT-BPO industry has emerged as one of the most employed about a million people, approximately 60%exciting and challenging places for young people to begin comes from Tier II and Tier III cities, 45% are women andand grow their careers. ‘Young People Big Jobs’ has been 70% are less than 30-year olds. This industry continues tothe mantra of this industry. The industry is now poised attract some of the best talent in India.for greater growth and innovation. Leading this growthand innovation will be people like you who are about to USA was the first country to outsource work to India andembark on their careers. The opportunities are immense, it remains the country where Indian organisations haveand it is up to you to arm yourself with your educational a majority of clients. Europe is a close second. However,and professional skills and seize them. new markets in Asia, South America and the Middle East are being developed by the industry. The Indian market isThis guide will give you an insight into the industry, also growing at a rapid pace. This relatively young industrydispel myths, and highlight career paths and advantages contributed 1.5% to India’s incremental GDP in the lastof the same. decade.The Indian BPO industry has seen many young peoplebuild their careers and expertise. In 2009, the industry 3 BPO Career guide
  • 4. What is a BPO BPO means Business Process Outsourcing – Due to IT enablement, most work can now be done from any location allowing businesses to access right skills at the right costs globally Major corporations in the developed countries are outsourcing their ‘out source-able’ non-core functions and operations to India to save costs, increasingly, organisations are focusing to only do their ‘core’ work or work mandated by law in their own country/more expensive location E.g. Employee HR Support, Payroll, Customer service, Supply Chain Management, Healthcare Administration, IT Help desk Support, etc. are routinely supported and maintained in India for various organisations, customers and employees worldwide These jobs are usually not directly IT-related, however, are supported using technology to access and submit data and informationBusiness Process Outsourcing (BPO) is the contracting Services, Insurance Claims Processing, Accounts Payableof a specific business task, which is not core to the and Receivable, Reconciliation of Accounts, Customerbusiness (anything that needs physical presence in the Care, Collection of Outstanding Dues, Banking and Creditsending country – like across the counter sales) to a Card Support, etc.third-party service provider. It is usually done to reduceoperating costs, improve accuracy and turnaround time In the day-to-day functioning, BPOs are also known asto complete the work by the sending organisation and IT-enabled services as the industry uses informationto leverage global expertise that most service providers technology like the internet in the delivery of services. Thisnow provide. This makes organisations that outsource could be through email, fax, web-based data transfer ormore competitive than their competition and makes telephone-based customer service support.them provide better value to their customers andowners/shareholders. Rapid development of information technology has contributed to the birth and fast growth of the BPOOutsourced work can be divided into two categories: industry, and has made it possible for almost any kind ofBack office outsourcing which includes internal business work to be performed faster – from any part of the world –functions such as billing or purchasing, and Front office at better quality and at lower costs. As organisations comeoutsourcing which includes customer-related services under more and more pressure to reduce their operationalsuch as customer service, marketing or technical support. costs (cost spent by the organisation to do its work inThere are numerous examples of work which is outsourced comparison to the money it earns), the BPO industry is– Payroll and Benefits Administration, Travel and Expense only slated to grow bigger and bigger in the coming years.Processing, Talent Acquisition, Talent Management 4 BPO Career guide
  • 5. the BPO Work environment 24/7 operations Young, smart and talented workforce World-class, state-of-the-art facilities World-class training to learn new skills, new knowledge and enable high performance Building global careers – much faster than most other industriesIn the globalised economy of today, a 24/7 environment is 24-hour cafeteria, gym, ATM and advisory and counsellinga reality. But this is not new to India or unique to the BPO programmes to help you make the most of your careerindustry. Our Manufacturing sector – Factories, Hospitals, and life.Hotels, Airlines, Media, Armed forces, Transportationsector Trains, Buses, IT industry, etc. are some of the other Nearly 70% of the workforce in a BPO is young and vibrantindustries which work in a 24/7 working environment, with and bring new ideas and energy to the workplace. Theypeople coming and working in different shifts. The BPO work in state-of-the-art office complexes which youindustry works in a similar way. see now emerging all across India in various technology Parks and business Bubs. The industry is growing veryYour work hours will vary according to which part of the rapidly and needs leaders at all levels continuously. BPObusiness you are in and the location of your client. If your organisations believe in training and developing people toclient is based in New York City and you are working in create leaders internally. Therefore, to help you succeedcollections or customer service process, you are more than and grow in your career, organisations invest in severallikely to work in shifts, including a night shift. But, if your days of training at every stage of your career. They havejob entails paying insurance claims, you will probably be structured training and mentoring programmes whichworking during the day. With minor adjustments, it is are designed to bring out the best in you and fulfil yourpossible to bring work-life balance and have a comfortable career aspirations. Several organisations have tie-time in the BPO industry – just like any other industry ups with globally recognised educational institutionswhich works 24/7. You can also change your work hours in and universities to enable you to build skills anda few years as you grow and build your career. competencies in domains like Insurance, Accounting, Software and many others. Most organisations also have24/7 working environment provides various shift options on-the-job learning schemes that allow you to pursueand rotations. To keep things interesting and to provide higher education while you work with them and provideample opportunities for social interaction, organisations postgraduate programmes and MBA programmes to itsorganise team outings, hobby classes, family days, employees at subsidised costs or in some cases, even payfestival celebrations, etc. To support the employees for higher education.better, organisations also provide basic amenities like a 5 BPO Career guide
  • 6. BPO – Myths Impact on health and social life Workplace harassment Night work and security Dealing with diverse and irate customers Similarly, workplace harassment can happen in any industry. All professional organisations, including BPOs have systems in place to check harassment of any kind and to provide fair and safe working conditions for their employees and strictly enforce such policies – with zero tolerance. Ombudspersons or Harassment Prevention Committees act to address such issues and maintain a professional culture and encourage diversity and meritocracy. In fact, the high number of women employees in the BPO industry is a good indicator of the importance, organisations put on harassment-free workplaces.The rapid growth of the BPO industry in the last decadehas generated a number of misconceptions about the Keeping employees safe and secure is a high priorityindustry, largely due to ignorance amongst most people for organisations. Policies’ regarding workplace securityabout the industry – including the media. Many of these ensures a safe work environment. Organisations userumours that we have come across are – people who work professional management services and practices forin the BPO industry may face health issues which are the security of their employees in the office and inassociated with work shift, like sleep disorders, eyesight organisation – supported transport. Physical securityproblems, depression, weight-related concerns, etc. Fact measures include swipe card entry and access control,is, these can happen and do happen in any industry due so only authorised employees of the organisation haveto incorrect eating habits, lack of exercise and lack of rest access to the organisation premises and vehicles in almostor positive thinking. By maintaining healthy habits like all organisations.getting regular sleep, sitting correctly, including exerciseinto your schedule, eating healthy and having regular In any customer-facing role, one will face irate customers.preventive checkups, these problems can be avoided in In the BPO industry, employees are trained not to takeevery industry – including the BPO industry. Most BPO such behaviour personally, rather work towards resolvingorganisations encourage and help all employees face these the customer’s concerns. Such training and internalcommon challenges; they also have in-house medical systems enable us to quickly turn irate customers intofacilities, organise health checkup camps and encourage happy customers. As the BPO industry, we take pride inhealthy routines in offices. They also advise employees our world-class services. This also makes us very popularon best ergonomical work practices and support safe and helps the industry achieve the kind of rapid growth itenvironments for their staff. is witnessing. 6 BPO Career guide
  • 7. Compensation and BenefitsThe Indian BPO industry provides very good salaries drops during the night and buses during the day. As publicto starters and is known to be amongst the best pay – transport in India improves, organisation are working withmasters in the industry. city and state governments to encourage the use of public transport wherever feasible e.g., the Delhi Metro in theEntry – level salaries vary according to the complexity national capital.of the work done, location and the organisation. Mostorganisations have a fixed monthly salary, while many Cafeteria, concierge services, medical rooms and ATMorganisations provide monthly performance-based machines are some of the conveniences present in largerincentives and annual bonuses in addition to fixed salaries, BPOs. All these help employees in managing their personalthus, rewarding good work and high performance. lives better. Full-time employees are also eligible for retirement benefits, provident fund, gratuity and medical,Organisations support safe transportation for their life and accident insurance.employees. This could be in the form of home pick-ups and 7 BPO Career guide
  • 8. structure of the BPO Industry Multinational BPOs – An international corporation which delivers services to and from more that one country Captive Units – MNC-owned units that undertake work for the parents’ global operations & organisation-owned units of domestic organisations Integrated Organisations – MNCs working in BPO, IT & Software Services, Engineering, Product and Platform and ConsultingLike every other industry, the ownership structure of On the other hand, there are organisations who haveBPO organisations can be varied. Like any other sector, businesses in both IT and the BPO sectors. Theseownership of these organisations follow the entire services would include Consulting; IT & Software Servicescontinuum from sole proprietorship to multinational Engineering Services, and Product and Platform. IBM,corporations. Some of the larger BPOs working in India Infosys, Genpact, TCS and Wipro are examples of integratedare publicly listed organisation and are traded on NASDAQ organisations.in New York or the Sensex in Mumbai and have annualrevenues of more than USD 500 million. And then there are other organisations which are called captives. These are owned by multinationals andSome BPOs are standalone or pure play BPOs. This means can either be integrated players or pure BPOs. Thesethat they use IT in the delivery of BPO services to their organisations work for their parent organisation andclients around the world. You will learn more of the work deliver services to any or all of their units around the worldthey do in subsequent pages. EXL, Aegis, FirstSource, (HSBC, Dell, JP Morgan, Bank of America). However, there24/7 are amongst the larger organisations who are pure are some captives operating in India who work for clientsplay BPOs. other than their parent organisation (Accenture, Syntel, Capgemini, HP). 8 BPO Career guide
  • 9. evolution of the BPO IndustryThe BPO industry in India is young; it came into being in Besides opening new verticals, organisations have workedthe early to mid 90s when organisations like American towards the enhancement of performance through re-Express, GE Capital and British Airways shifted some of engineering of the way they do things and by using world-their work to India. In the early years, the industry was class quality management systems like Six Sigma, Lean,based on driving cost efficiencies for multinationals ISO, COPC, etc. Another innovation introduced was thearound the world. The majority of the work was from global delivery of services. Some of the larger BPOs deliverthe lower-end of the value chain namely data entry and services to multinational clients from multiple locationsrecord keeping services, basic customer data management and in multiple languages.and service support, etc. During this period, organisationrealised the wealth of India’s talent pool of educated As the industry continues to grow, it continues toyoung people. This led to multinationals opening their own innovate and design new products and services bybusiness support centres in India which opened the doors continuously leveraging technology, and transformingto higher-end work in Finance and Accounting, Supply the way the world does business. India is indeed theChain Management, Insurance Support, all kinds of IT favourite outsourcing destination of the world and withand Software Services, Medical Support Services, Product our vast and educated manpower, we are well-poised toDesign centres and Business Analytics. Quality of service, continue our growth story and provide great careers to ouradherence to service level agreements and world-class workforce, who have and will continue to grow with thedelivery of the work sent to India led to further growth industry. Indian BPO professionals are in great demandin the business. Knowledge Services and Legal Services in all countries that want to now replicate India’s successhave been added to BPOs’ portfolios as the industry has story in providing a large number of international jobs togrown and today, more and more complex work is headed its workforce. Indeed, BPO industries have contributedtowards India leading to a lot of Chartered Accountants, to the wealth generation for our country and to almost aMBAs in specialised subjects like Finance, Supply Chain million and growing workforce.Management, Doctors and Medical Professionals,Engineers, Software and Hardware Professionals, etc.being increasingly hired by the industry. 9 BPO Career guide
  • 10. Impact of the BPO Industry – IndiaThe economic impact of the BPO industry in India has been Along with the IT, the BPO industry has brought a greatsignificant. The industry’s contribution to India’s exports deal of change to India. Their impact on the revenues forstand at 7% of total exports, employing nearly one million Telecom, Entertainment, Consumer Durables, Healthcare,people directly and nearly 3.5 million people indirectly in Textile and the Hotel & Restaurant businesses issectors such as Construction, Logistics, Entertainment, estimated at ` 76,000 crore. These industries have createdHousing, Retail, etc. 70% of these one million people are a meritocratic work environment, built professional andbelow 30 years, 45% of them are women and approximately domain skills, encouraged work-life balance and given60% of new employees come from Tier II and Tier III cities in global opportunities to India’s young people.India. In the last decade, BPOs have been opening offices inTier II and Tier III cities in India like Jaipur, Visakhapatnam, This industry is poised to grow and NASSCOM estimatesChandigarh, Pune, Ahmedabad, and many others – in that the BPO industry has the potential to be aaddition to Tier I cities like NCR (Delhi, Gurgaon, NOIDA), USD 65 billion industry by 2020, of which one-fifth of thisKolkata, Mumbai, Chennai, Bengaluru, Hyderabad, etc. growth is expected to come from India. This growth will16% of the total revenues of USD 16.7 million are from Tier come from new markets, new verticals and new services.II and III cities. 10 BPO Career guide
  • 11. starting your BPO Career College campus Referrals by current employees Walk in to an organisation’s hiring office Company websites Aptitude Internet sites Language Placement consultants Subject Matter Advertisements Computer SkillsAs the industry grows, so does the demand for the right These tests can either be a pen and paper test or anpeople. NASSCOM envisages a double-digit growth for online computer test. The tests will be followed by athe BPO industry in India. BPOs hire Graduates, Engineers, face-to-face interview where you will be asked aboutLawyers, Doctors, Chartered Accountants and many other yourself, your ambitions and your knowledge about theprofessionals. However, at the entry-level, a graduate subject. The interviewer will also assess your attitude,degree in any subject is most often sufficient. Engineers, your ability to communicate, whether you are a good teamDoctors, Chartered Accountants and Lawyers are hired player and your commitment to creating excellence.for higher-end work and they use their education intheir work. While applying for a job in a BPO, it is very important to be truthful in your curriculum vitae or resumé. MostThere are several ways to find about openings in organisations conduct background checks to verify yourthe BPO industry. Employee references, internet job details. If your details do not match, either your job offersites, organisational portals, placement consultants, will be withdrawn or you will be asked to leave if you haveadvertisements in the media and campus placements are already joined.some of the ways of learning about current openings. The National Skills Registry, the NASSCOM AssessmentIndividual organisations have their own hiring processes, of Competence and Global Business Foundation Skillswhile most organisations will test you for all or some Training Programmes are the direct result of larger BPOsof the following – aptitude, language skills, computer working together to facilitate skills development andknowledge and basic subject matter knowledge. hiring for the BPO industry. 11 BPO Career guide
  • 12. nassCOM assessment of Competence – naC NAC is a nationwide, standard industry entrance test to assess skills, identify skills gaps, assess industry suitability and certify suitable potential employees for the BPO industry Skills tested Listening & speaking Analytical ability Quantitative reasoning Writing skills Keyboard skillsThe NASSCOM Assessment of Competence (NAC) test is a BPO industry. Indeed, the skills required and imparted willnational test created by the BPO industry under the aegis help you succeed in any customer support/service jobsof NASSCOM. It is a common, transparent process used across many industries.across organisations in the BPO industry. A big advantageof this test is the acceptability of the scores across The BPO industry is working through NASSCOM to developorganisations, thereby reducing the number of entrance training curriculum for young people to be job-ready whentests and interviews you will have to take. they graduate from college. One such example is the ‘Global Business Foundation Skills’ course with variousThe tests assess your listening and speaking skills, universities. This course was started with the Universityanalytical ability, quantitative reasoning, and writing and of Delhi. NASSCOM is in the process of starting similarkeyboard skills. It helps you understand your strengths courses with other universities in India. This experientialand weaknesses, and identifies areas where you need interactive course will help you understand the industryto improve. Armed with this knowledge, you have the and learn skill sets to succeed in your career and prepareoption of getting some training to bridge the skills gap. you for employment.There are several training organisations which offer thesecustomised programmes to prepare you for working in the 12 BPO Career guide
  • 13. nassCOM – national skills Registry A permanent and unique record of an individual’s profile including personal, academic, work history and biometrics A standardised approach for conducting background checks to ensure an acceptable level of reliability Only objectively verifiable data of an individual is recorded to create a profile Complete rights to an individual to allow complete or restricted accessThe National Skills Registry (NSR) is a verified, online The fingerprinting data is used to create distinct identitiesdatabase of employee background information. To and is completely confidential and never shared.facilitate the employment of young people in the IT-BPOindustry more than 80 organisations in India enroll new Once you have been registered on NSR, you have theemployees into NSR. complete rights to allow or restrict access to your profile and you have password-controlled access to your data.The NSR database is a factsheet of an individual This information can only be accessed by organisationscontaining personal information (Name, Nationality, subscribing to NSR, if and only if you give them theGender, Date of Birth, Father’s Name, Present/ authorisation to do so.Permanent Address, etc.), academic qualifications (ClassX, Class XII, Graduation, etc. with details about Year of The biggest advantage of registering yourself on NSR isPassing, College Name, Course Name, Roll No., etc.), the reduction of time lag between receiving an offer andemployment history (Record of Previous Jobs, Name of joining an organisation.Organisation, Designation, Duration of Employment, etc.)and biometrics such as Photograph and Fingerprints. 13 BPO Career guide
  • 14. understanding Roles in the BPO IndustryLet us understand the linkages between a process being the process. At the same time, the HR team will beginoutsourced and the job opportunities it generates. Once hiring people into operations and the training team willan organisation has made the decision to outsource a determine the training requirements, create the trainingpart of its non-core business, the next decision is who material and begin training the new employees.is going to be your outsource partner. This decision isbased on a number of factors which include expertise, After the process has been transitioned, the operationfinancial strength, location and service delivery. Greater team takes over. They are responsible for the delivery ofthe synergies in the delivery of business goals between the service as per the agreement between the customerthe organisation outsourcing and the outsource partner, and the client. Supporting the operations team is thegreater will be the benefits for both parties. HR, training and quality teams. The HR team will support operations by building employee capacities, managingThe business development or the marketing team’s compensation, career growth, etc. The training team willcore function is to get new business either from new continue mentoring and re-training employees to delivercustomers or from already existing customers. At the the service. And, the relationship manager will managetime of outsourcing any work (or process – as known in the overall relationship between the customer andthe industry), the customer signs a detailed Service Level the BPO.Agreement with the BPO. This includes among otherparameters – financials, number of employee, location of In the early part of your career, opportunities are largelydelivery, IT infrastructure, timelines and delivery metrics. in operations, but as you gain experience in the industryThese agreements sometime run into hundreds of pages. there are opportunities at every stage in the lifecycle of a process, depending on your ability and skills. Most ofOnce a deal is won, the next step would be to transition the BPO organisations are quite large and have internalthe work/process from the parent organisation to the support needs for Finance, HR, Training, Transitions,outsourced partner. At this point, the role of the transition Client Relationship Management, Quality, etc, which areteam is crucial. They work with the parent organisation mostly staffed by people who have grown internally. Into understand the current workflow process, document most cases, joining the industry is your passport to a greatstandard operating procedures and in some cases begin career in any of these areas as well.working with the quality team to improve and transform 14 BPO Career guide
  • 15. Building a successful BPO Career Performance Adherence to process Attitude at work Ability to work in teams Willingness to learn People management skillsIn the last 10 years, many young people in India have life. The ability to work in a team – a skill learnt on thebuilt great careers in the BPO industry, after joining playing field, the ability to learn – a skill learnt in yourorganisations right after college. On-the-job performance formal education and your attitude towards your work willis the key to a successful career in the BPO industry. As have a major role to play in your career. Many organisationsan employee, you will be given clear instructions by your hire people based on their attitude i.e. attitude towardsmanager on what your work is and what you are expected work, team and the organisation.to deliver. To achieve this, you will be trained and assistedin the first few weeks to be successful. Constant feedback, In such a people-intensive industry, people managementcoaching and mentoring are some of the other tools skills will propel you to leadership positions. This includesyour managers will use to help you perform on the job. the ability to manage time, motivate teams, delegateBPOs work in an environment of transparency and are and empower, conflict resolution and emotional quotient.metric-driven. You will be measured on your deliverables These skills will help you in your professional career, e.g.and be rewarded on the basis of your performance. Salary leading a team of people who were your peers or conflictraises, promotions and incentives are directly related to within team members. In today’s globalised economies,your performance. the environment is dynamic; your willingness and ability to learn, pick up new skills will be a key determinant ofAs you move from college life to work-life there are many your success as a BPO professional.skills you have which will serve you well in your professional 15 BPO Career guide
  • 16. Career growth in a BPOOne of the questions you have in your mind is whether spend between USD 200-250 million a year on trainingyou can build a career in the BPO industry. This industry their employees.fulfils the aspiration for financial independence and careergrowth through rewarding meritocracy and a multicultural, Larger BPOs give you the opportunity to change streamsglobal experience. along the way. When there are openings in Human Resources, Quality or Training, these organisations believeThere are numerous examples of people who have joined in giving opportunities to their own employees first beforethe industry at the entry level, and after 8-10 years are going into the market to hire trained professionals. Besidesnow in middle and senior management roles. The BPO operation roles, BPOs employ people in Human Resources,industry is a great place to learn, but, you must be an Logistics, Training, IT, Quality, etc. These people are hiredactive participant in your learning. Learning and acquiring based on specific skill sets, qualification and experience.the relevant skills will lead to a successful career. BPOs Depending on your talents some organisations do give youhave structured training programmes to train their the opportunity to move into these roles.employees at every level. It is estimated that BPOs in India 16 BPO Career guide
  • 17. Career growth - entry level to Middle ManagementAssociate/Senior Associate: As this will be your first job, Management Trainee/Assistant Manager/Manager/keyboard skills, critical thinking skills and good command Senior Manager: As your career grows, the ability toover English language will help you start your career. As manage people, communicate with internal and externala part of operations team your work will be determined stakeholders and deliver on business goals become crucialby the process you are in. Depending upon the process, for career advancement. At the same time, the numberpersonal attributes such as customer service orientation, of people who you are responsible for also increases.analysis (problem identification & issue resolution), Knowledge of quality, analytical skills, decision makingresilience & flexibility, drive & persistence and learning & skills, energy, drive, assertiveness and ability to motivateknowledge enhancement will help you grow. teams are skills which will serve you well.Team Lead: As a team leader, you will be responsible It is at this time in your career you may choose to switchfor 15-30 associates, and will be the interface between domains. You will learn more about this later.Operations, IT, HR and Administration. On an average, youneed about 5-6 years of experience. People handling skills,knowledge of quality tools, analytical, logical reasoningand numerical ability will help you succeed. 17 BPO Career guide
  • 18. Career growth – Middle to upper ManagementAssistant Vice President/Associate Director/Director: Vice President/Senior Vice President: These are seniorThese are middle management roles and once the management roles and your span of work increasesnumber of people you manage increases, the quantum dramatically. You will have profit and loss responsibilitiesof responsibility increases and in some organisations you for your business. The number of people you are responsibleare also responsible for profit and loss of your process/ for in your vertical will also increase.vertical. The ability to manage people along with strongprocess/subject knowledge is critical for your success. TheBPO industry is very result-oriented and ability to deliveron business goals will determine your success or failure. 18 BPO Career guide
  • 19. Other Benefits Global exposure Travel/On-the-job training Association with world-class brands Build competencies and skills Multiple domain options TrainingIn the last 10 years, BPO organisations based in India have collections to insurance, some of the larger organisationsgained a great deal of expertise in the BPO industry. Many facilitate the move.organisations have ‘best-in-class’ processes which can bebenchmarked with the best in the world. Speaking and interacting with people from around the world is great exposure. Cultural gaps are bridged andBPOs give you the opportunity to work with world-class you get a better understanding and appreciation of otherbrands and learn how they function. Today, 75% of Fortune cultures. From time-to-time, established BPO players500 companies outsource work to India either through send their employees overseas to learn about the client’stheir own captives or through third-party organisations. processes. This gives you an opportunity to travel, learnCaptive units include both Multinational Corporation and earn in foreign exchange.(MNC)-owned units that undertake work for the parents’global operations and the organisation-owned units of BPOs deliver world-class training through traineddomestic organisations. professionals in process, soft skills and leadership training for its employees. According to NASSCOM, the industryWorking in these organisations will help you build invested 5% of the employee man hours each year to traincompetencies and skills in your domain and multiple its employees, thereby enhancing employability.domains too. For e.g., if you wanted to switch work from 19 BPO Career guide
  • 20. Continuing educationMost entry level employees join the BPO industry with Indian Institute of Managements (IIMs),or learning foreigna basic college degree. As employees career grows, languages can be classified as continuing education.the need to get work-related qualifications and domain- Certifications in Six Sigma or project management can bebased certifications increase. Most of the larger classified as professional courses. And, UNIX, CCNA areorganisations offer professional courses from globally some of the domain-specific certifications.recognised as well as premier educational institutions.This helps employees get certified in specific domain areas, The classes for these courses are mostly held withinpart-time management and/or professional diplomas. the office premises and are organised around employeeThe curriculum, methodology and assessments for these work schedules. Besides getting the opportunity tocourses is determined by the education partner. learn while you work, several BPOs subsidise the fees for their employees.Courses offered can be broken down into three streams– continuing education, professional courses and domain-specific courses. Executive MBA programmes from the 20 BPO Career guide
  • 21. lines of Business Customer care Collections Finance & accounting Analytics IT services and network & infrastructure Supply chain management Transaction and data entry OthersThe BPO industry in India began with the very basic data Global macroeconomic megatrends and technology areentry, collections and customer care processes. Today, they expected to be the big drivers for the growth of thisservice many lines of businesses. In the last decade, Indian industry. Among the global megatrends in the world,BPOs have gained a great deal of expertise in process the ageing population in the western world and youngmanagement in several domains and industries. Always population in Asia are expected to be the main drivers oflooking for new opportunities, these organisations are growth. Increased digital connectivity will drive furtheropening new lines of businesses. growth of this industry in India. These trends will lead to opportunities for organisations in new markets and newBased on your education and skill sets, you can work in segments. According to NASSCOM Perspective 2020,your areas of expertise or interest. This guide will help the new verticals are going to be in the Government andyou identify your skill sets and help match your skills with Public Sector, Healthcare, Media and Utilities and the newthe lines of business you are best suited for. Whether you geographies will be Brazil, India, Russia and China.are qualified to work in customer care; or what levels ofaccounting are you most qualified to perform? or is data There are thousands of processes, Indian BPOs cater to,entry the right fit for you? The opportunities are immense but this guide will take you through examples of the largerand the industry is here to stay. verticals. 21 BPO Career guide
  • 22. Customer Care All interactions between a customer and a product provider at the time of sale and thereafter Customer service adds value to a product and builds an enduring relationshipCustomers are the heart of any business and organisations Job Descriptionwork hard to them happy by improving the customer • Resolve and answer customer objections/concernsexperience. The level and depth of customer care varies • Gather feedbackwith the product and industry. It will be different for a • Convert calls into salesbank, a manufacturing organisation, an auto organisation, • Adhere to compliance norms while assisting a telecom organisation and an airline. For e.g. for a customersmanufacturing organisation, customers call for productknowledge, repair, discount schemes, etc. For a credit Educational Qualifications/Skillscard or a bank, customer care looks at balance enquiry, • Graduate/Postgraduate in any subject; some change of address, statement discrepancies, payment organisations accept undergraduatesqueries, interest charge, etc. In other cases, customer care • Good command over English languageexecutives may be making outbound calls to take feedback • Computer & typing skillsfrom customers or sell a product.The scope of customer care changes depending on theindustry and the customer. Collecting customer feedback,telemarketing and customer helpdesk are all part ofcustomer care. 22 BPO Career guide
  • 23. Collections Process of recovering amounts owed to an organisation by its customers Banking: Presentment of a cheque or draft for payment and, subsequently, receipt of its amount in cash or as a credit entry Transfer of delinquent or past-due accounts to a collection agency (or a special department set up for the purpose) for full or partial recovery of the amountWhat is Collections? Every day millions of businesses Job Descriptionand people buy products and services. Individuals buy the • Review customer accounts and call on delinquent product through credit cards or cash and businesses buy accounts for the dayproducts on credit. A majority of customers pay their bills • Keep portfolios updated with payment statuson time, customers who are delinquent in their payments, • Resolve customer issues and try to get a i.e. their payments are more than 30 days overdue, are commitment for payment by a particular dayapproached by the seller to collect the overdue payments. • Provide financial advice to customersThe importance of efficient collections of money due to any • Handle incoming calls and customer queriesorganisation/bank cannot be underestimated. Cash has adirect impact upon the working capital, the functioning Educational Qualifications/Skillsand the profitability of a organisation. • Graduate/Postgraduate in any subject; some organisations accept undergraduatesThe job is primarily about contacting customers, both • Good command over English languageindividual and business vendors who have defaulted on • Computer and typing skillstheir payments by telephone and/or by email. 23 BPO Career guide
  • 24. Finance and accounting Transaction management (Accounts payable/receivable) General accounting (Closing & reporting) Corporate finance (Treasury, risk & tax services) Financial planning, Reporting & analysis Compliance management and statutory reportingFinance & Accounting (F&A) BPO services can help clients management and statutory reporting, etc. The complexityachieve high performance by realising tangible top and of the process determines the educational qualifications.bottom line benefits for their clients. Most of the work isdone on ERP platforms like Oracle, PeopleSoft and SAP. While a B Com Graduate can work in accounts payable and receivable, more complex work like closing and reportingF&A includes activities such as general accounting, will require you to be a Chartered Accountant. Complextransaction management (account receivables and processes will often require international certificationspayables management), corporate finance (e.g. treasury too, e.g. CPA, CIMA, MBA, CIPA.and risk management and tax management); compliance 24 BPO Career guide
  • 25. accounts Payable & accounts Receivable Accounts payable and receivable are part of the F&A vertical in a BPO Accounts payable is money a business owes to its creditors for buying goods or services. They are the unpaid invoices, bills or statements for goods or services rendered by outside contractors, vendors or suppliers Accounts receivable is money which is owed to an organisation by a customer for products and services provided on creditManaging cash flow through accounts payable and • Business-to-Business collectionsreceivable is the very basis of finance for a business. Agents (Accounts receivable)in a BPO use ERP platforms, process invoices, and resolve • Cash application (Accounts receivable)disputes with vendors. Organisations generally train freshentrants on the ERP system but a working knowledge of Educational Qualifications/Skillsthese systems is an asset. • B Com/M Com/Chartered Accountants/ Cost AccountantsJob Description • Good command over English language• Process invoices • Computer and typing skills• Dispute resolution with vendors (Accounts payable) • Knowledge of ERP application will be an asset 25 BPO Career guide
  • 26. analytics The field of data analysis. Analytics often involve studying past historical data to research potential trends To analyse the effects of certain decisions or events To evaluate the performance of a given tool or scenario The goal of analytics is to improve the business by gaining knowledge which can be used to make improvements or changesAnalytics is the science of analyses. Businesses arrive data mining and require extensive computations. Someat an optimal or realistic decision based on the existing fields within the area of analytics are enterprise decisiondata. Business managers may choose to make decisions management, marketing analytics, predictive science,based on past experiences or there might be other strategy science, credit risk analysis and fraud analytics.qualitative aspects to decision making; but unlessthere are data involved in the process, it would not be Job Descriptionconsidered analytics. • Varies with process and complexity • Build predictive models to predict future trendsCommon applications of analytics include the studyof business data using statistical analysis in order to Educational Qualifications/Skillsdiscover and understand historical patterns with an eye • Any graduate with an aptitude for numbersto predicting and improving business performance in the • BE (electronics, electrical, mechanical) CAD, Oracle, future. Mathematics, operational research, statistics Embedded Systemsand probability tools are used for statistical analysis and 26 BPO Career guide
  • 27. technical support/ It Helpdesk IT infrastructure services include Planning and designing IT infrastructure Organisational IT strategies Managing mission-critical IT infrastructure for global clients End-user computing services IT helpdesk services, desk side services, software imaging & distribution and IT asset management IT Infrastructure Management services Enterprise computing services, database & middleware, network, and voice & security servicesAgents troubleshoot and resolve technical glitches in Job Descriptiona product remotely. They follow a logical, systematic • Follow procedures, software, equipment and search for the source of the problem so that it can be operations techniques to pre-empt and maintainsolved and the product can be made operational again. critical IT infrastructureIn the management of networks and servers, associates • Handle customer calls and troubleshoot problems do configuration management, fault management,performance management, accounting management, Educational Qualifications/Skillsand security management. IT services rigorously apply • Engineers or candidates with IT certifications like standardisation and simplification, documentation and CCNA, GNIIT, MCSE, MCP and CCNcontrols, quality support and review. This combines • Good command over English languageSix Sigma, Lean and Root Cause Corrective Action • Computer and typing skills(RCCA) methods to proactively eliminate defects in ITinfrastructure for continuous process improvement. 27 BPO Career guide
  • 28. supply Chain Management Management of material and information flow in a supply chain to provide the highest degree of customer satisfaction at the lowest possible cost Supply chain management requires commitment of supply chain partners to work closely to coordinate order generation, order taking, and order fulfillment, thus creating an extended enterprise spreading far beyond the producer’s locationThese days, BPOs offer a full range of services to help outsourced to BPOs. The job description will directlyclients optimise their supply chain, generating competitive depend upon which process you are working on. Your jobadvantage and setting the stage for growth on the path to could entail some of the following:high performance. Having an efficient supply chain adds • Order generationgreatly to the reduction of operating costs and improving • Order takingavailability of working capital. • Collecting unpaid bills • Reviewing of customer payment and trendsToday’s supply chains are complex, especially for global • Dispatch follow-up enterprises operating in multiple countries and businesses. • Managing suppliersBPOs help these organisations to prepare for the new • Managing inventories economic realities by enabling them to respond to near- • Procurement supportterm cost pressures, while adopting intelligent long-termapproaches that support the entire business far into the Educational Qualifications/Skillsfuture. • Any graduate degree, BA, B Com, BSc • Excellent communication skillsJob Description • Computer knowledge, including Excel and The supply chain of an organisation can be broken up PowerPointinto parts or processes. Some of these processes are • Negotiation skills 28 BPO Career guide
  • 29. data entry and transaction Processes Data entry and transaction processes High-volume transaction activities Frees managerial bandwidth Industries Travel Banking and financial services Insurance Utilities TransportationBusinesses have to process large volumes of transactions Job Descriptionon a daily basis; depending on the industry, it could be The job description will vary according to which part ofpayment of utility bills, maintenance of bank accounts, the procurement process you are aligned to. Some of theairline reservations and insurance policy changes. work you may be asked to do is listed below: • Updating recordsEfficient and effective transaction processing is very • Adding new recordscritical in achieving high level of customer satisfaction and • Managing recordsfinancial targets. Several BPOs are performing these tasksfor organisations around the world. They bring process Educations Qualifications/Skillsexpertise, customised solutions and improvements in • Any graduate degree – BA, B Com, BSc (some process and decision making to the table. Outsourcing organisations hire Class XII graduates)transaction work frees up managerial bandwidth and • Proficient in Englishwithout sacrificing quality. • Typing Speed – 25-30 words per minuteTransaction processing caters to most industries, some ofwhich are Travel, Banking and Financial Services, Insurance,Utilities and Transportation. 29 BPO Career guide
  • 30. BPOs servicing Indian Business I2I – India-to-India Services Collections, telemarketing, customer service and finance & accounting Locations Tier II and III cities Rural BPOs Language skills Regional Indian languagesTelecommunication organisations in India were perhaps growth. Half the growth is expected to come from Indianthe first to outsource customer care to BPOs and this organisations looking for support in Customer Care,scenario has changed dramatically. Several organisations Banking and Financial Services and in the Finance andnow outsource their non-core work in collections, Accounting processes verticals.Customer Service and Finance & Accounting. There is nodifference between services outsourced by Indian clients Servicing Indian clients from Tier II and III cities is theand international clients, other than the location of the preferred option for most BPOs. This is creating jobs forclient. The quality of services offered to Indian clients is young people in their hometowns. Clients in India areexactly the same as those offered to international clients. looking for employees who can connect and communicate with their customers in regional languages. This has ledNASSCOM has identified the India-to-India (I2I) market, to the creation of jobs for young people who can speakas a huge growth area for the industry; the size of the in their mother tongues. As BPOs establish themselvesdomestic market is projected at USD 15-17 billion by 2020. in smaller cities, they will become growth engines forEconomic growth in India will be the major driver of this Tier II and III cities. 30 BPO Career guide
  • 31. Opportunities Outside the BPO IndustryA majority of people join this industry right after college. specific requirements. For e.g., whether you are doingSome make this industry their career and others gain skills accounting for an auto client for a BPO or whether you areand expertise and move into other industries. doing it for an auto major, accounting principles do not change.Experience gained while working in the BPO industrywill equip you for lateral movements into other industries, Just as you can move into other industries after havingas the nature of the work does not change significantly as worked in a BPO, people can move into the BPO industryyou move into other industries. Finance and Accounting, from other industries too. BPOs hire people at all levels,Customer Care, HR is the same in different organisations which include team lead, managers and vice presidents.with small adjustments to accommodate organisation- 31 BPO Career guide
  • 32. Career Path – OptionsGiven your area of interest, your education and skill sets, As people grow in their careers and acquire knowledge andyou can build your career. The next few pages are career skills, they may choose to switch careers. Following arepaths you can achieve if you make BPO your career option. the career-paths to aid such a switch.These are only indicative career paths and the durationspent at each level and opportunities offered will varybetween organisations.In the early part of your career, you may choose one of thefollowing career paths:• Operations• Subject matter experts• Domain change 32 BPO Career guide
  • 33. Career growth – Customer Care OperationsCareer growth –Collections 33 BPO Career guide
  • 34. Career growth - accounts Payable: general accountingCareer growth –Collections to Quality 34 BPO Career guide
  • 35. Career growth – Customer Care to HRgeneral accounting -Client Management 35 BPO Career guide
  • 36. Career growth HR services – HR Business Partnerdata entry associate –transition Manager 36 BPO Career guide
  • 37. Career growth Operations– Consulting 37 BPO Career guide
  • 38. top 15 BPO exporters in India for the year 2010-11 Rank Company 1 Genpact India Pvt. Ltd. 2 Tata Consultancy Services BPO 3 WNS Global Services (P) Ltd. 4 Aegis Ltd. 5 Wipro BPO 6 Firstsource Solutions Ltd. 7 Infosys BPO 8 Aditya Birla Minacs Worldwide Ltd. 9 exl Service.com (India) Pvt. Ltd. 10 Hinduja Global Solutions Ltd. 11 Intelenet Global Services Ltd. 12 HCL Technologies Ltd. - Business Services 13 HOV Services Ltd. 14 3i Infotech Ltd. 15 MphasiS Ltd.This list does not include some companies whosecorporate headquarters are located outside India, but havesignificant India-based delivery capabilities, and have notshared their India-based revenue figures. Had they beenranked based on their India revenues, companies suchas Convergys, IBM Daksh and Sutherland Global Serviceswould have also appeared in this list. 38 BPO Career guide
  • 39. BPO success storiesIt has been truly an interesting journey and I was able to realise my dream of beinga great experience to see myself grow to involved in a people function role – HR.a Vice President’s role in the last 11 years.In my current role as Business HR Leader, I I have spent more than a decade at Genpactam responsible for 4,000 employees across in various roles, environments, cultures.Hyderabad, Delhi and Kolkata. I have grown immensely both personally and professionally. Though I have learntMy journey with Genpact began in the varied skills but specifically I would likeyear 2000. My role was in transition for GE to mention that my ability to adapt toBusinesses and my responsibilities were changing environments, decisiveness,to identify and offshore F&A processes. constant learning orientation, acceptingHere, I learned project management and it feedback and standing by my team hasgave me the opportunity to interact with really helped me achieve success.different people around the world. Soon, Imoved into the Quality team as a black belt. Genpact is an ideal workplace for youngHere, I did 20 projects, including improving people starting their careers. It’s a placethe voice of customer and reducing cycle that rewards meritocracy, promotes andtime. These projects helped me further respects diversity but also empowers itsenhance my knowledge in Lean and Six employees to pursue careers of their choiceSigma and I became a certified Black Belt. as they grow within the organisation.I then moved to operations as an Assistant V. InduVice President, managing a team of nearly Vice President, Human Resources150 people. Managing people became easy Genpactand I had a great time. In the year 2006, 39 BPO Career guide
  • 40. BPO success storiesI have been with Genpact for a little over I have learnt a great deal during my entire12 years and I am currently the Operating 12+ years at Genpact. I have been fortunateLeader for five accounts spread over to work in operations, quality, transitionsGurgaon, Jaipur, Hyderabad, Dehradun, and solutions roles. And through theseKolkata and Bengaluru. My journey at roles I have learned many skills includingGenpact has been exciting and it’s the managing client relationships, peopleplace where I started my career. Genpact management and I have become strongergroomed me and today I am responsible in execution. The list is endless.for 2,500 people! My mantra of success as I grew from anI joined Genpact in July 1999 as an associate level to a Vice President inassociate and feel proud to be a part of Genpact is to stay focused and disciplined,the organisation and its growth story. My be a little patient and take pride infirst role was in the collection process, whatever you do.where I used to call customers in the USfor credit card payments. Within a short Needless to say that this industry hasspan of time, we got another process- established itself and continues to grow‘skip tracing’. This required me to trace at a steady pace, we are working in anpeople who had defaulted on their organisation which pushes us to thinkpayments. I was in the first batch of the differently and our leaders constantlyprocess and it was extremely exciting challenge us to stay ahead of the curve.to start something new so early inmy career. I would highly recommend Genpact as a place to work. It’s an organisationOne of the most memorable moments at that keeps you grounded with the rightthat time was when I won a Maruti car in set of values; it offers multiple careera collections contest. During those days opportunities and invests in developinghaving a car and winning it by your hard your skills through training. And abovework was a big deal! To think about it, I all, you get to work with some of the bestguess it’s a big deal even today. people in the industry.At Genpact, quality or Six Sigma/Lean is Manorajan Mohantya part of our DNA and I always wanted to Vice President, Operationsplay a quality role. In fact, I did my quality GenpactGreen Belt project as a Process Developerand eventually moved to a Black Belt roleand got certified. And, this remains asignificant milestone in my career. 40 BPO Career guide
  • 41. BPO success storiesIt is heartening to see where I have reached a training for 2,000+ people on sitetoday; I am responsible for Operations for in Mexico.Genpact Guatemala, directing a cross- • Got Six Sigma Green Belt certifiedcultural team of more than 200 employees, in 2008servicing 25 different processes for three • In November 2008, at just 26,global customers. I was promoted to an Assistant Vice PresidentMy Genpact journey started in the summer • In 2009, moved in as aof 2002. I still remember going for the Service Delivery Leader forwalkin interview on a Sunday at New Era Genpact GuatemalaPublic School in North Delhi. I started as a • Received the Best BusinessCustomer Support Representative in 2002 Impact award for one of thewith Genpact for a GE account and that was processes I managedthe beginning of a great career which has • Recently, I was selected as one of now taken me halfway across the world to the 48 Eagles for the first batchGenpact Guatemala. of LEAP (Leadership Excellence Acceleration Programme)I will soon complete 10 years (it maysound like ‘not a lot of years’, however, WOW!! I feel nothing but pride,at the age of 29 that’s more than one excitement and gratitude for anthird of my life) and I could not have organisation that has helped me getasked for anything more for my career where I am and in more ways than one.and life than what I have got here in this It has enabled me to create an identity forwonderful organisation. myself. Genpact trusted in me, gave me opportunities to travel around the world,Waking up at 1 am, getting to work in to learn and evolve into a leader.Gurgaon, having morning tea with breadand butter at the tea stall outside the I know that the next few lines might soundoffice gate, catching up on lost sleep at almost like an Oscar ceremony speech,the ATM room and being woken up by however, this journey would not have beenthe manager asking me to get to the complete and as fruitful without few peoplefloor, the amazing cab rides are just a few at Genpact and outside Genpact.memorable moments. There is so muchto share, however, there have been some Of course I could not have done thismoments in these years that stand out without the love and support of myin my memory and are the moments I family and several mentors and leaderscherish the most. at Genpact.• When I cleared the Management Trainee Assessment in my first I am really proud to be A PART OF attempt in 2004 GENPACT.• Having the opportunity to facilitate my first leadership training Hemanshu Ruparel programme in 2006 – to be able Assistant Vice President, Operations to do this at 24 felt so amazing Genpact• In 2007, I had the privilege of leading 41 BPO Career guide
  • 42. International youth Centreteen Murti Marg, Chanakyapurinew delhi 110 021, IndiaT 91 11 2301 0199 F 91 11 2301 5452research@nasscom.inwww.nasscom.in

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