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.
Business Process Outsourcing (BPO) § § BPO is a hiring venture to take responsibility for a business process. Including accounting, Medical coding and Medical Transcription
How to enter the BPO company One way is to go through a recruitment company. n Another way is to pin point which you would like to target (Voice/Non voice) n
Difference between voice /non voice BPO v v v 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.
Nature of work n n 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.
Inbound call centers n n n 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.
Out bound call centers n Out bound call centers provide services for customer contact, to interact with international clients either on the helpdesk make collection calls which include market surveys information and telemarketing.
Non voiced jobs n n 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
Working conditions with BPO n n 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
Call center expects v Call center interview depends on v Computer knowledge v Communication skills in English v Keyboard skill v Mathematical skill etc
Important areas of training n n n Accent training Listening skills Telephone etiquette Tele sales Customer Relationship and Call center terminology.
Training n n Training would be given on Basic skills, Training on the product /services (clientspecific) Training in technical fields and Functional areas (medicine, taxation, law, financial services ).
BPO solution n World-class offshore outsourcing and consulting services specializing in ITenabled services Back office outsourcing services BPO solutions from India guaranteed to cut costs and improve quality
BPO /ITES n n n 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
BPO n n n 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
Outsourcing careers n n 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
Skills required n n n Finance and Accounting Human Resource Clinical Data Management Customer Contact services e. Learing Content Development Insurance Back office
Specialized BPO vendors n n n 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 Englishspeaking population Low billing rates Strategically favorable time zone High quality
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