c


 

Definition
Business process outsourcing (BPO) can be
defined as the transfer of an organizationƞs
entire non-
non-core but critical business
process/function to an external vendor who
uses an IT-
IT-based service delivery.
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c


 BPO is a hiring venture to take

responsibility for a business process.
process.

 Including accounting, Medical coding and

Medical Transcription
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’ One way is to go through a

recruitment company.
’ Another way is to pin point which
you would like to target (Voice/Non
voice)
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© 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-
E-mail writing.
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’ 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 .
    

’ 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
web
’ backroom processing.

   

’ Out bound call centers provide services for

customer contact, to interact with
international clients either on the help-
help-
desk make collection calls which include
market surveys information and
telemarketing.
 î 
’ 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-
E-Mail
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’ 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
 a   
© Call
center interview depends on
© Computer knowledge

© Communication skills in English

© Keyboard skill

© Mathematical skill etc

    

’ Accent training
’ Listening skills
’ Telephone etiquette
’ Tele sales
’ Customer Relationship and
’ Call center terminology.
  

’ Training would be given on Basic skills,

’ Training on the product /services (client-
(client-
specific)
’ Training in technical fields and
’ Functional areas (medicine, taxation, law,
financial services ).
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’ 6orld-class offshore outsourcing and

6orld-
consulting services specializing in IT-
IT-
enabled services
’ Back office outsourcing services
’ BPO solutions from India guaranteed to
cut costs and improve quality
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’ 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
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’ 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

    
’ 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

  
’ Finance and Accounting
’ Human Resource
’ Clinical Data Management
’ Customer Contact services
’ eLearing Content Development
’ Insurance Back office

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’ This has given rise to many specialized
BPO vendors across the globe, with the
India being a major hub owing
’ To its large computer-
computer-literate English-
English-
speaking population
’ Low billing rates
’ Strategically favorable time zone
’ High quality