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BPO Industry facing the challenges

BPO Industry facing the challenges. Definition Business process outsourcing (BPO) can be defined as the transfer of an organization’s entire non-core but critical business process/function to an external vendor who uses an IT-based service delivery. Business Process Outsourcing (BPO).

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BPO Industry facing the challenges

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  1. BPO Industry facing the challenges Definition Business process outsourcing (BPO) can be defined as the transfer of an organization’s entire non-core but critical business process/function to an external vendor who uses an IT-based service delivery.

  2. Business Process Outsourcing (BPO) • BPO is a hiring venture to take responsibility for a business process. • Including accounting, Medical coding and Medical Transcription

  3. How to enter the BPO company • One way is to go through a recruitment company. • Another way is to pin point which you would like to target (Voice/Non voice)

  4. Difference between voice /non voice BPO • 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-mail writing.

  5. Nature of work • 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 .

  6. Inbound call centers • 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 • backroom processing.

  7. Out bound call centers • Out bound call centers provide services for customer contact, to interact with international clients either on the help- desk make collection calls which include market surveys information and telemarketing.

  8. Non voiced jobs • 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-Mail

  9. Working conditions with BPO • 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

  10. Call center expects • Call center interview depends on • Computer knowledge • Communication skills in English • Keyboard skill • Mathematical skill etc

  11. Important areas of training • Accent training • Listening skills • Telephone etiquette • Tele sales • Customer Relationship and • Call center terminology.

  12. Training • Training would be given on Basic skills, • Training on the product /services (client-specific) • Training in technical fields and • Functional areas (medicine, taxation, law, financial services ).

  13. BPO solution • World-class offshore outsourcing and consulting services specializing in IT- enabled services • Back office outsourcing services • BPO solutions from India guaranteed to cut costs and improve quality

  14. BPO /ITES • 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

  15. BPO • 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

  16. Outsourcing careers • 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

  17. Skills required • Finance and Accounting • Human Resource • Clinical Data Management • Customer Contact services • eLearing Content Development • Insurance Back office

  18. Specialized BPO vendors • This has given rise to many specialized BPO vendors across the globe, with the India being a major hub owing • To its large computer-literate English- speaking population • Low billing rates • Strategically favorable time zone • High quality

  19. Thank you

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