Welcome All of you Presentation on BPO and Call Centers

What is BPO or Call CentersBPO as the name suggests, it is the business process that is being carried out from a different place ,other than where the business is established.

Generally outsourcing can be defined as - An organization entering into a contract with another organization to operate and manage one or more of its business processes.

Therefore BPO can be defined as business carried out from outside and the earnings are generated for the business.

What does first thing strike in your mind, while thinking about a BPO?

A call center?

Technical Definition

Where advisors are taking calls by putting head phone sets over heads and saying Hello?Hello

Call Center is a place where the high volume of calls or Emails are being made and received.

Earlier low level work was assigned which was particularly limited to query handling of the customers, account verification ,data processing and forwarding it back after that.

But now looking at the quality of the job,Indians have done,certain high level jobs are also coming up,like software testing and developing,certain R&D works etc.

Type and Process of Call Center/BPO.

Voice Based ProcessINBOUND

and

OUTBOUND

Non-Voice or DATA Processing OperationE-mailing. and

Web-Based Process.

Customer Support Services Technical Support Services Employee IT Help-desk ServicesTelemarketing ServicesData Entry Services / Data Processing Services Data Conversion Services Book Keeping and Accounting Services Different Types of Services Being Offered By BPO

Customer Support Services It is on a 24/7 and 365 days basis like, customers calling to verify their account status, customers calling to check their reservation status etc. Technical Support Services Like customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware.Employee IT Help-desk Services :-Our employee IT help-desk services provide technical problem resolution and support for corporate employees

Telemarketing Services:- It includes the outbound calling services for the sales promotion.

Data Conversion Services:-it includes Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement.

Book Keeping and Accounting Services:- These services include the maintenance of various books and ledgers of the firms.

Business Process Outsourcing: The Top Rankers in IndiaAmerican ExpressGenpactAccentureWipro BPOSparsh IntellnetIBM DakshICICI One sourceHCL BPOWNSEmphasisEXLE-Funds International

How to handle a customer Over the phone by LAST Theory? Listen to the customer.Apologize to the customer.Solution.Thanks the Customer

Benefits to India:-Tax income to the governmentFDI inflowGLOBAL RECOGNITONINDIA

BASIC ISSUES FACED BY THE BPO FIRMS...-High attrition level-Poor infrastructure-Lack of data protection laws adherence-Higher pay packets desired

The road ahead for IndianAlthough countries like China, Philippines and Ireland have emerged as the close competitors in the ITES/BPO sector, India is still the favored market for BPO companies.

BPO INDUSTRY, A CONTRASTDid not get a better job. Find nothing better to do. Education level doesn't matter Good work environment Good Benefits Flexibility of time Attractive life style Transport facility Why people prefer to join BPO?

Why people leave the BPO?

lack of promotion For higher Salary For Higher education Misguidance by the company Policies and procedures are not conducive No personal life Physical strains

Why India has turned into a global outsourcing HUB?

The cheap labour costs The pool of skilled, English-speaking Indians Quality orientation among players Friendly tax structure

Thats all from my side. However your queries are welcome.

Thanks