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PICTURE   START
STUDENT- PGDM INSTITUTE OF MANAGEMENT STUDIES, NOIDA <ul><li>Prepared by – </li></ul><ul><li>RAVISH ROSHAN (atulravish@gma...
CALL CENTRES   …..a new world Presented by…… Ravish Roshan
Introduction <ul><li>Business process outsourcing (BPO) is the contracting of a specific business task, such as human reso...
<ul><li>The BPO sector is one of the hottest sources of employment today. In this booming industry, there are a variety of...
BPO Categories <ul><li>It is often divided into two categories:  </li></ul><ul><li>-  Back Office Outsourcing  which   inc...
THE RANGE <ul><li>Contrary to common misconceptions that BPOs only offer limited exposure, there is actually a wide range ...
THE QUALIFICATIONS   <ul><li>High school graduates  </li></ul><ul><li>Bachelor degree holders from various backgrounds, in...
Salary and other benefits <ul><li>Another important factor which attracts MNCs to outsource their work to India is the sal...
<ul><li>Customer  Care  Representatives- Rs 8,000 - Rs 15,000 per month  </li></ul><ul><li>Team Leaders- Rs 17,000 - Rs 26...
Incentives  <ul><li>Handsome money for referring </li></ul><ul><li>Sponsorship for further higher education </li></ul><ul>...
Personnel Management <ul><li>Large numbers of workers can be managed and controlled by a relatively small number of manage...
<ul><li>Good and healthy environment to work </li></ul><ul><li>Moral support </li></ul><ul><li>Free one time meal </li></u...
Call centres have been aided by a range of telecommunications and computer technologies, including – automatic call distri...
MYTHS AND REALITY <ul><li>There are many perceptions (and misconceptions) about this industry, some of them are – </li></u...
<ul><li>Enables youngsters to have fast-track careers, with higher levels of responsibility being delegated at fairly earl...
THE REALITIES <ul><li>Another dotcom phenomena </li></ul><ul><li>Jobs are at risk </li></ul><ul><li>Losing its competitive...
<ul><li>Monotonous jobs </li></ul><ul><li>IT enabled services environment results in various health-related ailments  </li...
How to choose right BPO  to work at <ul><li>The management team: This is perhaps the strongest indicator about the viabili...
<ul><li>Financial stability: A strong client list is always a very positive sign– if top global corporations are willing t...
<ul><li>Specific roles available: once you understand the organisational aspect, you must understand the specific role bei...
Advantages <ul><li>Excellent remuneration packages worth Rs 8,000 to Rs 15,000 per month for entry level positions </li></...
Call centre & health problem <ul><li>Many Indian who works in a call centre are exposed to a host of health because of tim...
<ul><li>orthopedic problems and sharp increase in smoking are common features </li></ul>
Working condition in BPO <ul><li>Very hectic schedule </li></ul><ul><li>Late night working </li></ul><ul><li>high stress l...
In a nutshell <ul><li>Financial independence and being outside home at night may entice some to experiment with sex or dru...
 
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B.P.O(Ravish Roshan,9968009808)

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B.P.O(Ravish Roshan,9968009808)

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  9. 11. PICTURE START
  10. 12. STUDENT- PGDM INSTITUTE OF MANAGEMENT STUDIES, NOIDA <ul><li>Prepared by – </li></ul><ul><li>RAVISH ROSHAN (atulravish@gmail.com),9968009808 </li></ul>(mail ur comments, please)
  11. 13. CALL CENTRES …..a new world Presented by…… Ravish Roshan
  12. 14. Introduction <ul><li>Business process outsourcing (BPO) is the contracting of a specific business task, such as human resources and customer service, to a third-party service provider. </li></ul><ul><li>This allows companies to focus on their core business processes. </li></ul><ul><li>BPO is implemented as a cost-saving measure for tasks that a company requires. </li></ul>
  13. 15. <ul><li>The BPO sector is one of the hottest sources of employment today. In this booming industry, there are a variety of opportunities catering to people from various backgrounds and educational qualifications. </li></ul><ul><li>Call centers also centralize the technology needs of companies, ( telecommunications setups to be installed in a small handful of call centers ) making upgrades and training easier to complete. </li></ul><ul><li>Call centers employ many staff in customer service, sales and support functions. </li></ul>
  14. 16. BPO Categories <ul><li>It is often divided into two categories: </li></ul><ul><li>- Back Office Outsourcing which includes internal business functions such as billing or purchasing. </li></ul><ul><li>- Front Office Outsourcing which includes customer-related services such as marketing or tech support. </li></ul>
  15. 17. THE RANGE <ul><li>Contrary to common misconceptions that BPOs only offer limited exposure, there is actually a wide range of functional areas from which people can choose to build their careers. </li></ul><ul><li>Operations management </li></ul><ul><li>Business development </li></ul><ul><li>Training and development </li></ul><ul><li>Human resource management </li></ul><ul><li>Finance and accounts </li></ul><ul><li>Information technology and systems </li></ul>
  16. 18. THE QUALIFICATIONS <ul><li>High school graduates </li></ul><ul><li>Bachelor degree holders from various backgrounds, including Science, Arts, Commerce, Social Sciences, etc </li></ul><ul><li>Engineers and technical diploma holders </li></ul><ul><li>Degrees/diploma holders from professional colleges/polytechnics </li></ul><ul><li>MBA graduates and chartered accountants </li></ul><ul><li>Other post-graduate and doctoral degree holders </li></ul>
  17. 19. Salary and other benefits <ul><li>Another important factor which attracts MNCs to outsource their work to India is the salary in Indian BPOs and IT industry. Here is a brief summary of salary in Indian BPOs……. </li></ul>
  18. 20. <ul><li>Customer Care Representatives- Rs 8,000 - Rs 15,000 per month </li></ul><ul><li>Team Leaders- Rs 17,000 - Rs 26,000 per month </li></ul><ul><li>Managers- Rs 3 Lakhs - Rs 5.5 Lakhs per annum </li></ul><ul><li>Training Heads- Rs 8 Lakhs - Rs 12 Lakhs per annum </li></ul><ul><li>Training Managers- Rs 5 Lakhs - Rs 8 Lakhs per annum </li></ul><ul><li>Trainers- Rs 2 Lakhs - Rs 5 Lakhs per annum </li></ul>ACCOMODATION
  19. 21. Incentives <ul><li>Handsome money for referring </li></ul><ul><li>Sponsorship for further higher education </li></ul><ul><li>Foreign tour </li></ul><ul><li>Extra money for extra work </li></ul>
  20. 22. Personnel Management <ul><li>Large numbers of workers can be managed and controlled by a relatively small number of managers and support staff. They are often supported by computer technology that manages, measures and monitors the performance and activities of the workers. </li></ul>
  21. 23. <ul><li>Good and healthy environment to work </li></ul><ul><li>Moral support </li></ul><ul><li>Free one time meal </li></ul><ul><li>Stress management </li></ul><ul><li>Proper fitness program </li></ul><ul><li>Free cab facility </li></ul>
  22. 24. Call centres have been aided by a range of telecommunications and computer technologies, including – automatic call distribution (ACD) interactive voice response (IVR) computer telephony integration (CTI) customer relationship management (CRM)
  23. 25. MYTHS AND REALITY <ul><li>There are many perceptions (and misconceptions) about this industry, some of them are – </li></ul><ul><li>THE TRUTH </li></ul><ul><li>Offers top class compensation and faster growth in packages than almost any other industry in India today </li></ul>
  24. 26. <ul><li>Enables youngsters to have fast-track careers, with higher levels of responsibility being delegated at fairly early stages in their careers </li></ul><ul><li>Everything is measured </li></ul><ul><li>Process-oriented industry </li></ul><ul><li>The industry is largely dominated by youngsters between 20 and 25 years for agents and 25 and 30 years for most middle management </li></ul><ul><li>Sex,drugs and lifestyle </li></ul>
  25. 27. THE REALITIES <ul><li>Another dotcom phenomena </li></ul><ul><li>Jobs are at risk </li></ul><ul><li>Losing its competitive advantage </li></ul><ul><li>Night shifts </li></ul>
  26. 28. <ul><li>Monotonous jobs </li></ul><ul><li>IT enabled services environment results in various health-related ailments </li></ul><ul><li>Call centres and BPOs as a short-term career </li></ul><ul><li>Limited career opportunities </li></ul>
  27. 29. How to choose right BPO to work at <ul><li>The management team: This is perhaps the strongest indicator about the viability and future growth of a BPO </li></ul><ul><li>Quality of infrastructure: Determine the quality of the infrastructure that the company has developed in India and overseas </li></ul>
  28. 30. <ul><li>Financial stability: A strong client list is always a very positive sign– if top global corporations are willing to place their trust in the company, that organisation must be financially and operationally strong </li></ul><ul><li>Work Culture: There should be proper information about the work culture and ethics of the company </li></ul>
  29. 31. <ul><li>Specific roles available: once you understand the organisational aspect, you must understand the specific role being offered by the company </li></ul>
  30. 32. Advantages <ul><li>Excellent remuneration packages worth Rs 8,000 to Rs 15,000 per month for entry level positions </li></ul><ul><li>Fast track career growth option, with promotion/salary increment every six to 12 month </li></ul><ul><li>Opportunity to work for international corporation, supporting their customers and learning from their global best practices. </li></ul>
  31. 33. Call centre & health problem <ul><li>Many Indian who works in a call centre are exposed to a host of health because of time difference between India and the United States </li></ul><ul><li>Such odd hour bring in a host of health problems including digestive diseases, hair loss, back pain problem and stress </li></ul>
  32. 34. <ul><li>orthopedic problems and sharp increase in smoking are common features </li></ul>
  33. 35. Working condition in BPO <ul><li>Very hectic schedule </li></ul><ul><li>Late night working </li></ul><ul><li>high stress levels </li></ul><ul><li>Case of molestation </li></ul>
  34. 36. In a nutshell <ul><li>Financial independence and being outside home at night may entice some to experiment with sex or drugs. But in today’s age, when MMS scandals of school-going teenagers, actors and small town students are often coming to light, is targeting people from a particular sector truly fair? </li></ul>

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