IT-Enabled Services
This domain tests the business vocabulary of the ITeS industry: how services are classified, which delivery model applies, and which metric a client actually measures.
Core rules
- ITeS are services delivered over IT networks: BPO, KPO, LPO, medical transcription, e-publishing, GIS, animation, HR and payroll outsourcing.
- Voice versus non-voice (email, chat, back office); inbound (customer calls in) versus outbound (agent calls out).
- Delivery models: onsite, offshore, nearshore, captive (own centre) versus third-party provider.
- SLA is the contractual commitment; TAT is the measured turnaround time. Other metrics: accuracy %, AHT, CSAT, shrinkage, seat utilisation, attrition.
- Quality frameworks: Six Sigma with DMAIC, ISO 9001, COPC.
- India's advantages: cost arbitrage, English proficiency, 24×7 operations, and policy support such as STPI and SEZs.
Worked example
A firm in Guwahati processes insurance claim forms for a UK client with a 24-hour TAT and a 99% accuracy SLA. Classification: offshore, non-voice, back-office BPO. It is not KPO, because the work follows fixed rules rather than requiring research or expert judgement. Reasoning: the deciding factor is the nature of the task, not the client's country.
Traps that cost marks
- Labelling every non-voice process as KPO.
- Using SLA and TAT interchangeably.
- Calling medical transcription voice BPO - it is non-voice, back-office work.
- Forgetting that LPO (legal process outsourcing) is a separate category.