Welcome All of you Presentation on BPO and Call Centers
What is BPO or Call Centers
BPO as the name suggests, it is the business process that is being carried out from a different place ,other than where the business is established.
Generally outsourcing can be defined as - An organization entering into a contract with another organization to operate and manage one or more of its business processes. Therefore BPO can be defined as business carried out from outside and the earnings are generated for the business.
What does first thing strike in your mind, while thinking about a BPO?
A call center? Technical Definition Where advisors are taking calls by putting head phone sets over heads and saying “ Hello’’? Hello
Call Center is a place where the high volume of calls or Emails are being made and received.
Earlier low level work was assigned which was particularly limited to query handling of the customers, account verification ,data processing and forwarding it back after that.
But now looking at the quality of the job,Indians have done,certain high level jobs are also coming up,like software testing and developing,certain R&D works etc.
Type and Process of Call Center/BPO.
Voice Based Process
Non-Voice or DATA Processing Operation
Customer Support Services
Technical Support Services
Employee IT Help-desk Services
Data Entry Services / Data Processing Services
Data Conversion Services
Book Keeping and Accounting Services
Different Types of Services Being Offered By BPO
Customer Support Services – It is on a 24/7 and 365 days basis like, customers calling to verify their account status, customers calling to check their reservation status etc. Technical Support Services –Like customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware. Employee IT Help-desk Services :-Our employee IT help-desk services provide technical problem resolution and support for corporate employees
Telemarketing Services :- It includes the outbound calling services for the sales promotion. Data Conversion Services :-it includes Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement. Book Keeping and Accounting Services:- These services include the maintenance of various books and ledgers of the firms.
Business Process Outsourcing: The Top Rankers in India
ICICI One source
How to handle a customer Over the phone by LAST Theory?
L isten to the customer.
A pologize to the customer.
T hanks the Customer
Benefits to India:- EMPLOYMENT GENERATION Tax income to the government FDI inflow GLOBAL RECOGNITON TECHNOLOGICAL ADVANCEMENT INDIA
BASIC ISSUES FACED BY THE BPO FIRMS…... -High attrition level -Poor infrastructure -Lack of data protection laws adherence -Higher pay packets desired
The road ahead… for Indian Although countries like China, Philippines and Ireland have emerged as the close competitors in the ITES/BPO sector, India is still the favored market for BPO companies.
BPO INDUSTRY, A CONTRAST
Did not get a better job.
Find nothing better to do.
Education level doesn't matter
Good work environment
Flexibility of time
Attractive life style
Why people prefer to join BPO?
Why people leave the BPO?
lack of promotion
For higher Salary
For Higher education
Misguidance by the company
Policies and procedures are not conducive
No personal life
Why India has turned into a global outsourcing HUB?
The cheap labour costs
The pool of skilled, English-speaking Indians Quality orientation among players
Friendly tax structure
That’s all from my side. However your queries are welcome. Thanks