ITeS – Powering Global Business Through Process Excellence
IT-enabled Services (ITeS) have transformed the way global companies operate — delivering high-quality business process outsourcing (BPO), knowledge process outsourcing (KPO), customer interaction services, and shared service operations across industries.
India is a global leader in the ITeS sector, with deep process expertise, skilled talent, competitive costs, and robust technology infrastructure. From customer support and transaction processing to analytics and content management, ITeS plays a critical role in enabling operational efficiency and business scalability for global enterprises.
Feedback Advisory partners with ITeS providers, investors, and governments to unlock growth opportunities, optimise operations, and expand market presence — guided by deep sector insights and on-ground execution experience.
Our Role in the ITeS Value Chain
We work with stakeholders across the spectrum, including:
- BPO and Customer Contact Centre Operators
- KPO and Research & Analytics Firms
- Shared Service Centres (SSC) for Global Enterprises
- Specialised Process Outsourcing Providers (F&A, HR, procurement, legal, healthcare)
- Governments and Economic Development Agencies promoting ITeS investments
Our Services Cover
Market Assessment
- Opportunity sizing for BPO, KPO, and niche process outsourcing services across geographies
- Sector-specific process outsourcing trends (BFSI, healthcare, telecom, retail, travel)
- Competitive benchmarking of ITeS providers
Business Planning & Feasibility Studies
- Viability assessment for setting up new delivery centres (onshore, nearshore, offshore)
- Location analysis based on talent availability, cost, and infrastructure
- Business model design for specialised outsourcing services
Growth & Entry Strategy
- Market entry strategies for global ITeS players in India and Asia
- Service line diversification into high-value processes (analytics, RPA-enabled services, domain-specific KPO)
- Partnership and acquisition strategy for scaling operations
Customer & Partner Engagement Studies
- Client satisfaction and retention studies for ITeS providers
- Employee engagement and attrition analysis
- Vendor and partner performance assessments
Policy & Incentive Advisory
- Assessment of state-level ITeS policies, SEZ benefits, and investment incentives
- Guidance on compliance with data security and outsourcing regulations
How We Help ITeS Clients Succeed
Our work in the ITeS sector has delivered:
- Location strategy for new contact centre and back-office hubs
- Market mapping for sector-specific outsourcing demand (BFSI, telecom, healthcare)
- Partner identification for niche KPO operations
- Diversification roadmaps into analytics and process automation services
- Workforce engagement programs to reduce attrition and improve service quality
Proven Expertise – ITeS Case Studies
Location Strategy for a Global BPO
- Objective: Identify high-potential Indian cities for a new customer support delivery centre
- Outcome: Delivered a ranked shortlist with talent cost models, infrastructure readiness, and incentive analysis
Entry Strategy for a Domain-Specific KPO
- Objective: Assist a global research outsourcing firm in setting up India operations
- Outcome: Provided phased entry roadmap, including service focus, target clients, and hiring strategy
Client Retention Program for a Leading ITeS Provider
- Objective: Improve client satisfaction scores and contract renewal rates
- Outcome: Designed and implemented a targeted client engagement and feedback process
Diversification into Analytics Services
- Objective: Support a mid-sized BPO in adding data analytics as a premium service offering
- Outcome: Delivered service design, talent requirements, pricing model, and go-to-market plan
Why ITeS Clients Choose Feedback Advisory
Proven track record across BPO, KPO, SSC, and niche outsourcing services
Tailored strategies for different process types and client segments
Expertise in India’s ITeS hubs and emerging nearshore locations
From strategy to on-ground operational rollout
Partner With Us – Scaling Global Service Delivery
In a world where operational agility, efficiency, and cost optimisation are key, ITeS providers are becoming strategic partners to global businesses.
At Feedback Advisory, we help ITeS companies identify high-growth opportunities, enhance service value, and expand sustainably. Whether you are:
- Setting up new delivery centres,
- Entering new process domains, or
- Strengthening client relationships,
We can guide you from strategy to sustained success.
Let’s shape the future of global business services — together.
We can guide you from strategy to sustained success.