Want to start BPO industry or want to be part of it. Need a Expert Advice. Explore Facts of BPO with a professional and experienced personality Malcolm Sobers.
2. BPO Industry
Business process outsourcing (BPO) can be
defined as the transfer of an organization’s entire
non-core but critical business process/function to
an external vendor who uses an IT-based service
delivery.
3. Business Process Outsourcing (BPO)
BPO is a hiring venture to take responsibility for a
business process.
Including accounting, Medical coding and Medical
Transcription
4. How To Enter the BPO Company
One way is to go through a recruitment
company.
Another way is to pin point which you would like
to target (Voice/Non voice)
5. Difference between Voice /Non -Voice
BPO
Voice deals with speaking directly with the customers
either in US / UK /in other countries.
Communication level should be higher when
applying for a voice process.
Non voice includes more on data entry, data
management , E-mail writing.
6. Nature of Work
Call centers are voice or web based
Either in bound or out bound where in calls are
received from and made to the customer
respectively
Specialized in business processing, here calls are
made from company to company.
Areas addressed by call centers are sales support,
reservations ,bank accounts and tele marketing .
7. Inbound Call Centers
In bound call centers provide support function
that include inquiries or help desks for various
segments.
Most of the call centers are offering customer
relationship management services that include
support for
voice call center,
e-mail response,
web-based text services and
backroom processing.
8. Out bound call centers
Out bound call centers provide services for
customer contact, to interact with international
clients either on the help- desk make collection calls
which include market surveys information and
telemarketing.
9. Non Voiced Jobs:
Data entry
This requires updating, organizing data base on
various details of customers and clients.
Transaction processing: Answering customers
Queries, enquiries and responding to the complaints
over the E-Mail
10. Working Conditions with BPO
To work in a BPO you must be prepared for the
challenging job, which would also require you to work
during non morning hours (night shifts)
Because the clients are mainly from U.K, U.S and
European countries
11. Call Center Expects:
Call center interview depends on
Computer knowledge
Communication skills in English
Keyboard skill
Mathematical skill etc
12. Important Areas of Training:
Accent training
Listening skills
Telephone etiquette
Tele sales
Customer Relationship and
Call center terminology.
13. Training:
Training would be given on Basic skills,
Training on the product /services (client-specific)
Training in technical fields and
Functional areas (medicine, taxation, law, financial
services ).
14. BPO Solution:
World-class offshore outsourcing and
consulting services specializing in IT-
enabled services
Back office outsourcing services
BPO solutions from India guaranteed to
cut costs and improve quality
15. BPO /ITES
BPO industry in India has been estimated to grow
very fast
As the attrition rate is significantly high in the
BPO /ITES industry
Bops are realizing that their HR policies
need to be transparent and clear
16. BPO
BPO specialist focus on the Financial services,
healthcare, Insurance and Home Loan/ Montage
BPO gaining ground are in India
Factor cost Advantage
Economy of scale
Business Risk Mitigation
17. Outsourcing Careers
Out sourcing careers with Accenture India are looking
for bright individuals with deep skills and experience in
the functional areas.
Communicate well with people at all levels
Enjoy working as part of a team
Make a valuable contribution to both your career and
for the company
18. Skills Required
Finance and Accounting
Human Resource
Clinical Data Management
Customer Contact services
eLearing Content Development
Insurance Back office
19. Specialized BPO Vendors:
This has given rise to many specialized BPO vendors
across the globe, with the India being a major hub
owing
To its large computer-literate English- speaking
population
Low billing rates
Strategically favorable time zone
High quality
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