BPO

The BPO/Call Center Industry

 Customers refer to the people who are current or

potential buyers, subscribers, account owners or patrons
of the industry who enters into transaction with you
through information technology (IT) assisted devices like
computers, telephones and mobile phones.
 Clients refer to companies you will represent.
 Agents or representatives otherwise known as rep/s are
job titles of personnel who assist customers in activities
 What is BPO?

 Business Process Outsourcing or BPO refers to the

management of one or more specific business
processes or functions by a third party.
 BPO is “the delegation of one or more IT-intensive
business processes to an external provider that, in turn,
owns, administrates and manages the selected
process based on a defined and measurable
performance metrics”. Gartner Dataquest.
Basic Services within BPO Industry

1. Finance and Accounting

2. Document Management
3. Procurement
4. Software development
5. Call Centers
6. Legal Services
 TYPES OF INDUSTRY

Call centers, just like other types of businesses, offer a variety of

products and services.
Call centers are also classified based on job-tasks and the location
in which the service is offered.
An offshoot of BPO is Knowledge Process Outsourcing (KPO)
Considered by some to be a subset of BPO, KPO includes those
activities that require greater skill, knowledge, education, and
expertise to handle. This may include services in financial analysis
and legal services.
 BPO is often divided into two main
categories:

1. Back Office Outsourcing- This includes internal business functions such

as billing, purchasing, payroll of employees, and other similar tasks.
2. 2. Front Office Outsourcing – This includes customer-related services
such as marketing or technical support.
Based on the location of hiring and contracting, BPO may be
categorized
1. Offshore Outsourcing
2. Nearshore Outsourcing
3. Onshore