BPO
:Introduction
CDGK Call Centre Training Program
B P O
Center
Business Process Outsourcing
means to do
Outsourcing Work
Call centers are those where
Telephone calls are being handled
What is OUTSOURCING?
Delegating a Company’s
Business Processes
To
Third Party
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
provider.
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 centers, tele- marketing,
accounting, billing; the list is endless.
Business Process Outsourcing includes the
following areas 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
Works can be Outsourced.
Technology Service Outsourcing Business Process Outsourcing
Tech Support Human Resources
Finance and Accounting
Web Hosting
Back Office Administration
Web Security & Solution
Payment Processing
Web
Designing/Development/ CRM
Maintenance. Logistic Management
Reasons for
outsourcing
Cost Advantages
Innovation and speed to market
Increased Customer satisfaction
Economy of sale
Availability to skilled personnel also
increase the quality of service
CALL CENTRE
A call centre is a place
of network of 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 & Making calls in
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 the customers
through 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
Representatives in inbound call centres are
called CSRs (Customer Service
Representitives)
Services Provided
Banking & Finance
I.T & Telecommunications
Insurance & Mortgage
Public Transportation
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
Up Sell/ Cross Sell Campaigns
Industries suites to Outbound:
Banking & Finance
I.T & Telecommunications
Insurance and & Mortgage
Tourism, Travel Industry &
Hotels
What skills are required to work in a Call Center?
SEGMENTS SKILLS
Call center Good communication
Language skills
Accent
Understanding team leadership
Basic computing skills
CRM
