BPO and Call Centre PDF

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...

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 a company in order to perform its back office 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 Inbound Call Centre Outbound Call Centre Web Enabled Call Centre CRM Call Centre Telemarketing Call Centre Phone Call Centre According to Process: Inbound – where the calls are received Outbound – where the calls are made According to Technology: 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