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BPO Industry facing the challenges


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BPO Industry facing the challenges

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