BPO
BPO
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BPO
Vocabulary
Subset : A part of a larger group of related things.
Surpassed : Be better than.
Remuneration : Money paid for work or a service.
Imbibe : Absorb (ideas or knowledge).
Six-sigma : A disciplined, data-driven approach and methodology for eliminating defects
in any process – from manufacturing to transactional and from product to service.
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BPO
Business process outsourcing (BPO) is a subset of outsourcing that involves
the contracting of the operations and responsibilities of specific business functions
(or processes) to a third-party service provider.
BPO is typically categorized into back office outsourcing, which includes internal
business functions such as human resources or finance and accounting, and front
office outsourcing, which includes customer-related services such as contact
center services.
In 2010, Philippines surpassed India as the largest business process outsourcing
industry in the world.
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BPO
Ten reasons why you should join a BPO
1. The companies provide excellent remuneration packages compared to other industries.
2. No technical qualification required but if you have then it would help you understand the
technical part of process quickly.
3. No investment needed to upgrade you unlike many other professions.
4. One’s communication skills can be greatly improved with Personality Development
Programmers free of cost along with regular voice & accent training.
5. You can actually imbibe a lot of knowledge depending on the industry you are working
for, i.e. insurance, finance, accounting, telecoms, auto, computer hardware etc.
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BPO
6. You may be made to undergo the six-sigma and other quality control programmers
hugely in demand in the corporate world.
7. You get good food for free and lots of recreational activities like gym, swimming pool,
billiards, Internet for free. Also, one gets free home pick up and drops in AC cabs.
8. The work environment of most of the international call centers is truly world class. Also,
most of the international BPO firms insure their employees for free. Plus, there are
parties and get together at excellent hotels and discs all paid by the company.
9. It will help you to know your strengths and weaknesses and can also learn team
building skills and management.
10. Working in a BPO also helps while applying for a Visa to a foreign country. It gives
you added points and helps if you are planning to immigrate as you are already familiar
with their culture.
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BPO
Advantages of working in a BPO industry
1.Low skill set required at entry level
2.On the job training
3.Very good career progression within the organization
4.Very good career progression outside the organization
5.Opportunity to work overseas
6.Good Salary
7. Benefits and Allowances (transport, meals
etc)
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BPO
Disadvantages of working in a BPO industry
1.Odd working hours
2. Abusive Clients
3. Negative social perception about BPO industry
4. Work-Life Imbalance
5. Health Issues due to shifting schedule
and stress
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BPO
Quiz
• Where in India are most BPO companies situated?
a) Bangalore
b) Greater Mumbai
c) National Capital Region
• At what rate did India's BPO and call centre business grow in 2002-03?
a) 55% b) 70% c) 65%
• Which US state cancelled an outsourcing contract that was already awarded to TCS?
a) New Jersey b) Indiana
c) Maryland
• Which BPO company that had former Infosys executive, Phaneesh Murthy as its advisor
was acquired by iGATE?
a) Quintant b) Primentor
c) 24/7 Customer
• 5. What is the name of the company that owns the restaurants Pizza Hut, KFC and Taco
Bell?
a) Yum! International
b) McDonald's c) PKC Restaurants Worldwide
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BPO
• In Data Capture/Data Entry Operation, which of the following statement is FALSE
a) Data Capture BPO are usually specialized in capturing Data whereas Data Entry BPO
transform the Data into meaningful information.
b) Data Capture and Data Entry are both Low End BPOs
c) Accurate Data Capture is as important as Accurate Data Entry
d) Data Capture is the input process of Data Entry operation
• Outsourcing decisions by customers are influenced by whether to go on-shore, nearshore or offshore. Which ONE of the following dimensions is true about this statement
a) Offshore > Low Cost but High Control
b) Near shore > Low Cost but High Control
c) Onshore > High Cost but High Control
d) Home shore
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BPO
• The French Government has decided not to allow any telemarketing inbound calls to
enter France from foreign countries except DOM-TOM. Mauritian BPO company
engaging into the French Telemarketing activities should stop making these outbound
calls. This is an
a) Endogenous factor
b) Semi-Exogenous factor
c) Exogenous factor
d) All of the above
e) None of the above
• The main characteristics of Knowledge Process Outsourcing are
a) Process are not easily codified
b) The agent has to interpret the information
c) The agent is expected to exercise judgement
d) All of the above
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BPO
• The BPO sector will provide ________ jobs at the end of 2011 and make a contribution
of ____% of GDP.
a) 15,000 & 5% b) 20,000 & 6% c) 29000 & 5% d) 50000 & 7%
• What do you think is the most important justification for a company to consider offshore
decision?
a) Overall cost reduction b) Productivity improvement c) Efficiency/Effectiveness
d) All of the above
• Mauritius is positioning itself as a challenging BPO destination due to the following
factors:
Choose all that apply
a) Reliable Infrastructure b) Workforce easily scalable c) Relatively cheap labour
d) Strategic location
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BPO
• Jenny was employed as Data Entry Operator at "Star Data Ltd". Last year Jenny was
offered the same position but with a salary increase of MUR 2,000 at "Super Data Ltd",
a company dealing with similar activities as "Star Data Ltd". In BPO, we usually refer to
this situation as
a) Attrition b) Poaching c) Changing Job d) Work Placement
• A TRUE statement between Low End and High End BPO is
a) Both Low End and High End BPO are mainly Call Centers
b) Low End BPOs offer relatively much higher salary than High End BPO
c) High End BPO have more ruled based processes than Low End BPO and therefore
require more skilled manpower
d) People working in Low End BPO companies usually stay much longer in that company
than those working in High End BPO
• What are the factors which have an impact when deciding on a BPO destination?
a) Reliable telecommunications infrastructure b) Cost of labour c) Strong regulatory
framework d) All of the above
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