3. What is BPO?
Business process outsourcing (BPO) is a form
of outsourcing that involves the contracting of the
operations and responsibilities of a specific business
functions (or processes) to a third-party service
provider.
BPO as expanded sounds as Business Process
Outsourcing and can be aptly defined as the act of
utilizing the services of a third party by a company in
order to perform its back office operations that might
be payroll administration, customer help desks/ call
centers, tele- marketing, accounting, billing; the list is
endless.
4. BPOs (India)
“Call centre agents have money to spend, their working hours are long and erratic and they are in an environment
dominated by the young” All together, it could be a formula for trouble.
Psychiatrists:
◦ 20 % of those on a drug and alcohol rehabilitation programme are those from the BPO industry, says the centre’s
psychiatrist.
◦ 10 % of patients at detoxification centres run by Kripa Foundation for alcohol and drug abuse come from call
centres
Business Process Outsourcing includes the following areas and a lot more
Back office operations
Customer Relationship Management
Call Centers and telemarketing
Tele-servicing and product support
Finance / Accounting/billing
Human Resources
Medical transcription
Back Office Operations
Insurance Claims Processing
5. CALL CENTRE
A call centre is a place
of network of places, where a customer’s queries can be dealt with satisfaction to the customer. A call centre is a place, which
interacts with the customers, either by making or receiving calls, for business purpose. It is the core work of the call centre.
6. Kinds of Call Centre
According to Geographical location:DOMESTIC:-Receiving & Making calls in same country.
INTERNATIONAL:-Call made in one country & received in other country.
7. Types of Call Centre
Inbound Call Centre
Outbound Call Centre
Web Enabled Call Centre
CRM Call Centre
Telemarketing Call Centre
Phone Call Centre
9. Inbound Call Centre
An Inbound Centre is one that handles calls coming in from outside, most often through toll free numbers. These calls are
primarily service and support calls, and inbound sales.
10.
Clients call customer service lines when they have a
problem or complaint and not when they have a
compliment.
Tense situations and long call times with annoying
customers
Restrictive environments where conformity is expected.
Lots of rules, tight lunches, and close supervision.
The calls tend to be longer, more diverse, and more
involved than those in outbound call centres, making the
work more engaging.
11. For Example
Customer Service
Toll Free Response
Help Desk
Seminar Registration
Inquiry Handling
Technical Support
Representatives in inbound call centres are called CSRs (Customer Service Representitives)
13. Outbound Call Centre
In Outbound Call Centres the calls are initiated by the representatives, mostly with the aim to sell a product or service to a
customer.
14.
Calling people who didn’t ask to be called
•
Imagine being yelled at, hung up on, cursed at, and generally despised.
Interrupting their lives at home (and sometimes at work), most people will not be friendly or patient.
Even if you can handle rejection well, hearing “No” along with some choice expletives everyday can take its toll on your
demeanour and outlook
15. Outbound Call Centre Services are:
Direct Mail Follow-up
Production Promotion
Debt Collection
Appointment Scheduling
Up Sell/ Cross Sell Campaigns
16. Industries suites to Outbound
Banking & Finance
I.T & Telecommunications
Insurance and & Mortgage
Tourism, Travel Industry & Hotels
:
17. WHY CALL CENTRES?
•
•
•
•
Entrance level job
– Access to the labour market
– Experience
– Looks good on a CV
Do not necessarily need qualifications
Peer group
Remuneration
18. CHALLENGES
Long hours
24 hour call centre
Affects family life
Shifts
Stressful environment
Multitasking
Set up for failure
Or not
Boring repetitive work
Controlled environment
Burnout
19. Causes of stress
Nature of job
Quality/quantity conflict (cost centres)
◦ Bottom line (R200 000/seat)
Intensity
Targets
◦ Performance targets
Inbound centres typically have targets for call duration, ‘wrap time’, and daily call volume.
Outbound centres often have ‘completion targets’, which are closely monitored and upon which pay may be partially
based.
Mental Health
◦ “burnout”.
◦ “repetitive brain strain”
20. Why do young people still want to expose themselves to such a negative environment
IT IS A JOB…AND THE
MONEY!
?
22. SYMPTOMS
Fatigue:
◦ 62% routinely find that they end the day with work-related neck pain,
◦ 44% reported stressed-out eyes,
◦ 38% complained of hurting hands and
◦ 34% reported difficulty in sleeping because they were too stressed-out
Illnesses
Mental fatigue
◦ Disillusioned
◦ Depressed
Burnout
◦ Lethargic
Conflict with colleagues
Family problems
23. Studies
Not surprisingly, experts are concerned by the high intake of drugs and alcohol in the industry. Some believe that substance
abuse is directly related to high levels of stress and frustration on the job. But Shiva, a call centre employee, believes the
problem is that the young — many of them just out of college — suddenly have access to a lot of money, for salaries are good
even for fresh graduates.
“They’re not mature enough to handle so much of money,” says Shiva. Moreover, he points out that odd shifts and working
hours force them to find their own forms of recreation. “They can’t go home at a decent hour and play a sport like an
employee in another sector,” he adds”.
