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Module 1: Introduction on IT/BPO sector
1.1 Course objective and importance
1.1.1 Story of the IT/BPO Sector
Call Center BPO Service is one of the fastest-growing BPO company of Bangladesh is a perfect fit for our operations. It provides the Customer Support, Sales, Lead Generation & Telemarketing needs of our Domestic & International clients since last several years with higher level service, reliable telecommunications and an overall friendly environment.
Riding on a huge growth wave for a couple of years, the income of the business process outsourcing (BPO) sector in Bangladesh rose by more than 24 per cent year on year to about USD 230 million in 2017.
“In 2009, only around 300 people used to work in this industry. Now, after nine years, around 40,000 people are working in some 120 companies in the BPO sector,” Towhid Hossain, secretary general of the Bangladesh Association of Call Centre and Outsourcing (BACCO), told The Independent.
He said that in 2012, the earnings were only USD 12 million and it rose to USD 230 million in 2017. It has grown by more than 19 times since 2012, he added.
On average, 20,000 to 25,000 people are employed in this sector every year. In 2017, the earnings were USD 230 million, up from USD 160 million in 2016, Hossain said.
Describing the reasons for this great performance, Hossain said there are four pillars of this sector: legal documents (including company registration), IT infrastructure, skilled human resource management, and international business development. Bangladeshi BPO companies have done well in two of these—legal documents and IT infrastructure. “But we are still working on developing skilled human resources and international business development strategy,” he added.
Government wants to create 100,000 jobs in BPO sector
The government plans to create 100,000 jobs in the business process outsourcing (BPO) sector in the next six years, State Minister for ICT Zunaid Ahmed Palak has said.
“This sector is racing ahead in Bangladesh. The growth rate of this business in our country is 100 percent,” he said at a post-BPO Summit 2015 press conference at his office on Wednesday.
“Our aim is to boost revenue from this sector to $1 billion and create 100,000 jobs by 2021.”
On the government’s plans for the sector, Palak said, “We are giving priority to innovation and start-up programmes”
Top 10 BPO Companies in Bangladesh
It was around 2007 that the BPO Industry started in Bangladesh. 10 years has passed since then and today Bangladesh is considered to be among the world’s leading outsourcing markets, with over 200 - 300 different BPO and IT companies providing their services to foreign businesses in many sectors. Many foreign prospects are now looking to outsource their work to Bangladesh rather than to India, China or Philippines, due to the rising costs in these places and due to the fact that Bangladesh's BPO sector has been able to provide the same quality, if not better, as that provided by the competitors in India or Philippines .
Here is our list of top 10 outsourcing companies in Bangladesh (us included)
Founded in 2013, by Mikko Tamminen, it was built as an outsourcing company to service large
businesses and fast growing companies in Europe. What started with 4 employees in a small office is now a global team of professionals with over a 150 employees working in offices based on London, Stockholm, Helsinki and Dhaka. Its current expertise range from Content Moderation, Transcription to Online Data Collection and Call Center Auditing.
A sister concern of IPE Group UK, Genex is another leading outsourcing company in Bangladesh, with a multinational team of experts around the globe. Its current clientele consists of corporations in the Telecom Industry, Banking Sector, Government and in the Retail Industry. A major part of its services include Inbound and Outbound Customer Service, as well as Digital Services and Backoffice Management.
ASL is a startup BPO firm founded by Zayed Ahmed. It currently provides round the clock 24/7 Back End Office Support to a large number of Real Estate and Asset Management Companies in USA, providing support in areas such as Comparative Market Analysis (CMA) and Broker Price Opinion (BPO). Another major sector that it provides service to is in Digital Marketing (SEO, SEM, and SMM) to small and medium sized companies. One of its largest success in 2017 has been to partnering up with Telamon a Business Solutions Firm based on US.
SEBPO is one of the first BPO companies founded in Bangladesh. It is backed by one of the largest conglomerate in this country and currently has around 500 employees providing services to US companies such as AOL, AdTheorentand ScrollMotion. Its expertise includes but is not limited to Digital Advertising Operations, Application Development and Quality Assurance services.
Digicon is a pioneer in Bangladesh's Call Center Industry, it has been providing its Outbound and Inbound Customer Service Support to the Commercial Vehicle Industry, Banking Companies, Pharmaceutical Industry, Multinational Beverage and Electronics Companies, generating an annual revenue of about $350,000 USD.
FifoTech was founded by Towhid Hossain who is currently its Managing Director & CEO. It is one of the oldest Contact Center, that has been providing is services since its inception in 2004. Other Areas that it has expertise in are Finance Accounting Outsourcing, DLP Solutions and Human Resource Management.
Quintos is another BPO Startup founded by Gazi Musayab Raffan. It offers its business solutions services in areas such as Digital Marketing, Web Development, Software Solutions, Mobile App Development and eCommerce Solutions.
Aamra Outsourcing LTD is a sister concern of Aamra Companies a leading business corporation which has it operations in Textiles, Information & Communication Technologies and Lifestyle Services.
Syntech provides its services in the areas of Software and Mobile Application Development, as well as Web Design and Web Developing. Its clientele includes, Australian Stone house, Pinstrip UK, and Decen Decor (Dubai) among others.
Business Consulting Services, is a member of BDO International Limited, an UK based Company. Its expertise are in the areas of Accounting and Financial Support, Payroll, HR Outsourcing and Recruitment Services.
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