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.
What is BPO
 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 company in order to perform its
back officea operations that might be payroll
administration, customer help desks / call
center, telemarketing, accounting, billing; the
list is endless.
What is OUTSOURCING?
Delegating a Company’s
Business Processes
To
Third Party.
Business Process Outsourcing includes the
following 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
Reasons for Outsourcing
o Cost Advantages
o Innovation and Speed to market
o Increased Customer Satisfaction
o Economy of Sale
o Availability to Skilled personnel also increase
the quality of service
CALL CENTER
A call centre is a place of network 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.
Kinds of Call Centre
 According to Geographical location:
DOMESTIC – receiving or making calls in the
same country.
INTERNATIONAL – call made in one country &
received in other country.
Types of Call Centre
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•
•
•
•
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Inbound Call Centre
Outbound Call Centre
Web Enabled Call Centre
CRM Call Centre
Telemarketing Call Centre
Phone Call Centre
Inbound – where the calls are received
Outbound – where the calls are made
Voice Based – which interacts with the
customers by using voice only.
Web Based – which interacts with the
customers through the web.
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.
For Example
• Customer Service
• Toll Free Response
• Help Desk
• Seminar Registration
• Inquiry Handling
• Technical Support
Representative in inbound call centers are
called CSRs ( Customer Service
Representative)
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.
Outbound Call Centre Services are:
 Direct Mail Follow-up
 Production Promotion
 Debt Collection
 Appointment Scheduling
 Upsell / Cross Sell Campaigns
What Skills are required to work in a
Call Center?
Call Center
Good Communication
Language Skills
Accent
Understanding Leadership
Basic Computing Skills
CRM