BPO (Business Process Outsourcing)

2011-02-03T14:26:00.017+05:30

i) Call Center is an integral part of a BPO

ii) They convert unorganised information into organised form.

iii) Mostly it is non-voice process it is very closely related to banking, finance, insurance, medical billing, payroll (salary).

Types of BPO:

a) Captive-bpo:

A company which has its own captive center comes under this category. Captive centers are those centers that are operated for servicing their own clients and not third party clients.

E.g; Reliance, ICICI, Air India have their own call centers.

b) Out-Sourced Bureau:

Out-Sourced Bureau call center is a place where they work on contract basis. It is nothing but a third party call center.

c) Technical & Non-Technical:

Technical call center is a place where they work on computer like software, Networking, Hardware, and Trouble shooting. To provide step by step solutions to the customer on technical issues.

Non-Technical call center is a place where they deal with other than the computer (or) apart from technical everything is non-technical.

d) Voice Process:

When you talk to the customer over (or) the telephone it is called voice process like telemarketing, selling, etc.

e) Non-Voice Process:

E-Mail support, Chat, Touch screen, etc. For E-Mail support there should not be any grammar issuses, construction of sentences should be proper.

Qualities of a good call center executive:

Good Communication Skills.

Love to interact with people.

Confident.

Flexible.

Service Minded.

Patience.

Positive minded or optimistic.

Should smile all the time.

Problem Solving.

Well focused.

Good in soft skills.

Should know how to handle stress.

Emotionally well balanced.

Result oriented or target.

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BPO (Business Process Outsourcing)