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.

1. By Malcolm Sobers
Know Facts About BPO Industry

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

20. For More Tips Follow Malcolm Sobers
At:
https://bz.linkedin.com/in/malcolm-sobers-41912138
https://sites.google.com/view/malcolmsobers/
https://twitter.com/mtsobersbpo?lang=en
https://www.crunchbase.com/organization/malcolm-
sobers#/entity