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INFORMATION TECHNOLOGY ENABLED SERVICES (ITeS)
The services that use IT to enhance and increase an organisation’s efficiency are known as Information Technology
Enabled Services or web-enabled services. These services provide a wide range of career options that include
opportunities in all offices like call centres, payrolls, logistics management, revenue claims processing, medical billing,
coding, medical transcription, legal databases, back office operations, content development, GIS (Geographical
Information System), web services and Human Resource (HR) services, etc.
ITeS can also be defined as outsourcing of processes that are facilitated by Information Technology and covers
diverse areas like finance, HR, administration, health care, telecommunication, manufacturing, etc. India is known
for outsourcing ITeS in the global market. Companies in developed countries like Europe and America outsource their
work to India due to the country's availability of skilled workers at a comparatively lower cost. This outsourcing has not
only fueled India's economic growth but also contributed a lot in the social transformation in the country.
ITeS started with basic data entry tasks over a decade ago and now has provided the following services:
Medical Transcription & Billing Content Development
Legal Database Call Centers
ITeS
Payroll Management BPO
Electronic Publishing BPM
Some of the famous Indian IT-ITeS companies are CMC Limited, HCL Technologies Limited, Infosys Technologies Limited
and TCS (Tata Consultancy Services Ltd).
Advantages of ITeS
The ITeS are popular because of the following advantages:
• Reduction in Operating Cost: Businesses can avoid the costs of purchasing hardware systems and installing software
applications. This is highly beneficial for small businesses with limited budget. They use and pay for only what they
need, which reduces the high cost of investing in the operational unit of business.
• Specialised Services: The company does not have to spend on hiring experts. They can outsource the specialised
services through ITeS. This allows them to concentrate on the other field to increase the productivity of the business.
• Expansion of Business on Global Platforms: This can be easily done by providing 24×7 customer care services. This
increases the scope of reaching more customers across the globe.
BUSINESS PROCESS OUTSOURCING (BPO)
Business Process Outsourcing (BPO) has been growing in popularity. It was originally used in the manufacturing
industry but is now used for other core business processes like marketing, customer care, website maintenance, etc.
In simple terms, it is the process of outsourcing business-related activities. Technically, it is defined as outsourcing one
or more functional unit of a business to a third-party vendor globally, aiming to increase efficiency, reduce costs, and
maximize profits.
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