0. TCS BPO Campus

1. The BPO Business
28 April 2017 1

2. BPO Industry Overview Top 10 - Global Outsourcing Cities** Rank 2010
City 1
Bangalore 6
Hyderabad 2
Mumbai 7
Dublin 3
Delhi (NCR) 8
Pune 4
Manila (NCR) 9
Cebu City 5
Chennai 10
Shanghai
BPO Industry Overview:
Global BPO market size - $315 bn in 2008, to grow at 9% Hall Estimates
Global BPO Offshore market size - $30 bn in #Nasscom Everest Estimates
Indian BPO market to grow 19% through 2013 to $1.8 Bn * Source – Gartner
India continues to be preferred offshoring destination (ATK, Tholons, neoIT)
Financial Services Vertical - Key BPO Players
Captives
Third Party
HSBC
Genpact
Bank of America
TCS BPO
Amex
IBM Daksh
JPMC
Intelenet
Standard Chartered
Wipro BPO
• Productivity/Domain/Platform gaining increasing importance.
• Global delivery & footprint becoming significant
• Industry likely to see increased pressure on acquiring resources with domain expertise (Focus on quality)
• Industry continues to see consolidation
• Increasing cost pressures on local companies to drive demand for domestic BPO
• Industry players moving towards Tier II/III/SEZ.
• Emphasis on Corporate Governance
• Generating financial savings of over 50% for US and W. Europe.
• BFSI vertical to account for 40% of potential offshore market.
• Market Share of Indian vendors to reach 10% from current 4% by 2010
** Source: globalservicesmedia.com
Key Economic Indicators
Indicators
GDP ($ Bn)
1173
1180
1218
ITES Revenue ($ Bn)
64.1 71
75.6
BPO Revenues ($ Bn)
12.5
14.7
15.7
Exports
10.9
12.7
13.4
Domestic
1.6
1.9
2.3
No. of Employees (MM)
700
790
841
Talent Pool in India (MM) 36 40 43
Source: Data till Nasscom

3. TCS BPO An Overview….
28 April 2017 3

4. TCS BPO Overview Pioneer : CGSL, AFS, Diligenta, Comicrom
Top 2 BPO in India (DQ Survey)
- Rs crores in FY-10
- 30,000+ Associates
customers, 50+ countries
- $ 60 mn Largest deal in 2010
Presence In
- 9 Industry Verticals
- 5 Horizontals
- 7 Platforms
Clients in 32 countries
Global presence - 12 key GNDMTM delivery locations across the globe
Few important M&A & JVs - AFS, BTS, WTI, Comicrom, Diligenta and CGSL

5. TCS BPO Overview : Domain Focused services
Verticals
Capabilities which serve the core needs of specific industry.
BFS
Insurance
Manufacturing
Telecom
Retail
M & IS
Life Sciences
Travel & Hospitality
ERU
Horizontals
Horizontals are domains that can be leveraged across all the industries.
F& A
HRO
SCM
KPO
Customer Interaction
Services
Platforms
HR & Payroll, Finance & Accounting (F&A), Procurement, Analytics
Vertical - Insurance-Pensions, Banking-Recon, Banking-Operations
80% Revenues from domain led transaction processing

6. Global Networked Delivery ModelTM
(English, Dutch, German, Greek,
Hungarian, Icelandish, Italian, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish)
Europe 2
1100+
UK, Budapest,
N. America
APAC 1 51 1
237
India
Cincinnati
(English)
Hangzhou, China 6
30000+
(English, French,
German, Italian, Portuguese, Spanish)
(Chinese, Japanese, Korean, Taiwanese, Russian)
Iberoamerica 2
2300
Santiago, Chile Montevideo, Uruguay
(English, French, German, Italian, Portuguese, Spanish)
The slide shows our global delivery footprint. These 12 delivery centers have been strategically identified to become offshore and near-shore BPO centers.
The offshore centers in Mumbai, Chennai and Bangalore provide our customers with the labor and cost arbitrage.
The Near-shore delivery centers in Santiago Chile (Iberoamerica), Montevideo (Uruguay), Peterborough (UK) and Budapest (Hungary) cater to the language and legal requirements for the European and American region.
China is expected to be one of the leader in the near future in BPO and many of our customers have large operations in China, therefore as a strategy TCS has opened a centre to offer services to customers having global operations out of Hangzhou, China.
Description:
India (Chennai, Mumbai, Bangalore): The BPO centres in Chennai , Bangalore and Mumbai provide services that encompass both voice and non-voice and incorporate offerings across ‘horizontal’ processes (e.g., F&A, HR, customer care, database management, etc.) and ‘vertical’ processes (Banking, Insurance, Telecom, Travel & Hospitality, Manufacturing and Retail). TCS’ strategic investments also include rapid build-out of its infrastructure support capabilities.
Budapest: TCS uses the city of Budapest in Hungary for its Eastern European operations. TCS uses this location to service clients who require European language capabilities, and also as a disaster recovery site for some of its India operations. Overall, there are more than 350 TCS employees in Budapest, including employees in the IT domain.
Latin America: Chile, our BPO centre in Latin America, serving clients in Chile & South America was founded in In November 2005, Chile’s largest BPO firm, Comicrom was acquired by TCS. This a main centre in Santiago & across branches in Chile.
Missoula: TCS has a low cost centre in Missoula, Montana that specializes in transaction processing. This centre is used by TCS to cater to processes that must be done from US shores. The operations are specialized (currently in the Insurance domain) and niche. Currently there are about 30 persons in this centre.
Hangzhou, China: Established operations since 2002 – Experience in delivering solutions and services to the global, regional and domestic customers for more than 3 years.
Number of delivery centers
Number of FTEs*

7. Innovative & Flexible Business Models Operational Excellence
TCS BPO Differentiators
90% + Revenues stemming from Industry Specific Processes
Industry Specific Certifications and Associations.
IATA/ USFTAA Association
250 LOMA, 700 AICPCU and 170 AHM certified professionals
30+ competency centers across 7 domains FTE's with 16 years of know how
Existing pool of 600+ certified six sigma professionals across TCS
Domain Competency
Consulting led Transformation followed by BPO for Large Ecuador Bank
IT Leveraged to create Golden Source of Data for Leading European Bank
Process Automation to cut down TAT by 60% for leading Research provider
Process Improvements leading to $ 15MM+ savings for Fortune 50 US Retailer
Transformation
Transformation
Platform Based Services across HR, F&A, BFS and Insurance
Alternate Engagement Models
Vendor Assisted Model for Leading European Bank
Hybrid Model for Fortune 50 Manufacturing Customer
FSA Regulated Subsidiary in UK
Innovative & Flexible Business Models
Large and Complex Transformational Deals
$ 847MM Contract with Pearl Assurance UK
$ 1.2 Bn Contract with the Nielsen Co.
$ 2.5Bn Contract with Citigroup
Track record of SLA management (Quality>99.9%)
Industry Certifications ( ISO, COPC)
Operational Excellence 7 7

8. TCS BPO
Career Path & Progression

9. CAREER Path & PROGRESSION
Pre Sales & Solution
Transition
Delivery/Honeycomb
Subject Matter Expert (SME)
Process Excellence Group (PEG)
Transformation
Facilitation
Head
Manager
Specialist
Executive
Head
Lead
Program Lead
KT Lead
Head
Lead
Delivery Manager
Team Lead
Coach
Domain Expert
Offering Expert
Process Expert
Head
Centre Head
Manager/RO: BB
Quality Analyst
Head
Senior Consultant
Consultant
Process Analyst
Involves: HR
Infrastructure support
Process Automation
Individual Contributors

10. Role Profile Pre Sales & Solutioning : Solutions Owner
Responsible for identifying customer requirements & arriving at optimal solutioning and achieving business numbers
Pre Sales & Solutioning : Offering Owner
Responsible for creation of an offering roadmap, identifying customer requirements for specific offerings and achieving business numbers for the offering
Transition : Program Leader
To ensure the operationalisation of Domain based or Program Level Transition Methodologies so as to ensure customer value is maximised
SME : Domain/Offering Expert
Application of expertise in a particular domain/area towards enriching value delivered to the customers
Transformation : Consultant
Manage successful outcomes of a Project for the customer and enrich learning into the transformation team

11. Career Mapping – PDP- Project Charters
Process Flow for Career Progression
Assessment centre /
Psychometric
Create the
JANUS profilers
Career management begins with a PDP creation and Goal Setting discussion.
The basis for PDP is the psychometric test and one –one project allocation assessment
The PDP is signed off and uploaded on know max the goal sheet is closed on SPEED
One – One Career Discussion :
Business , Pre Sales
Quality & HR
Supervisor discussion
Goal setting & Project Charter
Assignments – Rotations - Assessments
Assignment A - 6 months: Business Focus
Allocation to a Domain .
Aligned to Presales/ Business ops area of focus
Monthly reviews to track career progression & goals
Assignment A and B can be completed in any order in 12 months. SPS and GB have to be completed in this phase Next assignment is allocated based on performance assessment
Assignment A : Pre Sales & Business Focus : 6 months
Associate is aligned to a Domain – learns the domain
Focus of assignment is pre sales / delivery/ BFM linked to the Domain (based on one-one project allocation)
Project completed with transition linked to domain
Assignment B- 6 months Process Excellence Focus
Allocation to a domain
Aligned to Special Projects in Delivery ,Transformation
Orientation to Risk
Monthly reviews to track Career Progression
Assignment B: Process Excellence Focus : 6 months
Associate is aligned to a Domain – learns the domain
Complete Special Project which focus on GB Project , Risk , and Transformation linked to the Domain
Career Discussion - align associate to the career stream and role
Review the career Discussion / Assessment Scores used to
Validate the career stream assigned.
Assignment C : Special Projects in the career aspiration area with Focus on Leadership skills :
6 months
Associate is aligned to the career stream /domain
Leads a team for a special project
Assessment to indicate leadership readiness through 360 evaluation
Assignment C - 6 months Special Projects and Leadership
Monthly reviews to track Career Progression
Based on Performance - Role identification and Allocation
Assessments have to be cleared to move to the assignment & get allocated
END

12. Induction Core Programs Graduation
Objective: To provide a structured competency based learning platform for development of Managerial skill critical for career progression
Eligibility: All Band 4 Employees
Competency Clusters
Thinking
Achieving
Organization
Interaction
Creative Innovation
Advanced Presentation Skills
Direct Attention Thinking Tools
FISH
Who Moved My Cheese
Campus to Corporate / Corporate Orientation
TATA Group Orientation
Company Overview
Business Orientation
HR Overview
Understanding Core Competencies
*MIS & Presentation ( C2C)
Experiential Learning
Out Bound Training Covering
Interpersonal Skills
Initiative
Innovation & Creativity
Result Orientation
Induction
Core Programs
Graduation
Continuous Learning Intervention
(Optional)
Learning Symposium – Management + Leadership Engagement (2-3 hrs)
Site Visit (3-4 hrs)
CBT + e-learning + 24X7 Books + Harvard Mentor Modules
Time Frame months
Campus Hires - 5 day Induction + 8 days ILT

13. Thank You 13