Inbound 

Call Center Job Description. General Purpose. Answer incoming calls from

customers to take orders, answer inquiries and questions, handle complaints,
troubleshoot problems and provide information. Main JobTasks and Responsibilities.
answer calls and respond to emails.
What is the Call Center / BPO Industry

Business Process Outsourcing is one of the fastest growing industries in the world. In
the Philippines, it is an emerging industry. 

But what exactly is Business Process Outsourcing, or BPO for short? 

According to some definitions, it is all about the contracting of a specific business task
to a third-party service provider. The outsourced task is one that a company requires
but which is not deemed essential to it carrying on with its business. For example,
payroll is one such task that can be outsourced easily. Other examples include
customer contract services and human resource activities. 

Activities that can be outsourced are seen as a cost-saving measure for the company.
Payroll and call center operations are long considered as the main contributors to BPO
but lately, the trend in outsourcing has moved a notch higher towards skill quality and
competence. 

Here, legal services, software development and web designing, animation, medical
transcription and shared services are now being outsourced as well. What this means to
the Philippines is that this shift will contribute to strengthening the country's position as
an emerging global leader in the BPO industry. 

While call centers will still form the largest part of the sector, the Philippines has begun
leveraging its creative design talent pool, its large pool of lawyers, and its professionals
in accounting and finance. 

BPO refers to Business Process Outsourcing. The BPO executives are supposed to
monitor many tasks and the work in the back office which includes helping customers or
clients with billing or purchasing or if the customer wishes to create an account for any
product and much more. BPO operation particularly means giving the contract to a third
party vendor to carry out the back-office tasks. Usually, big organizations consider it as
a money saving tactic by outsourcing their back office business to another company
where they itself carry out the front office themselves.
A BPO executive has many tasks where the most important out of many is to ensure
client or the customer's satisfaction.
 
Responsibilities

 The primary task of a BPO executive is to handle calls from customers or clients
and provide them with a solution to their queries.
 He/She must show the willingness to learn new things every time and then.
 Must discuss every matter with its supervisor or team leader to get any issue
sorted
 Giving a resolution to the customers or clients should be the whole and sole
responsibility.
  Should carry out various other professional services like Business Research,
Legal services, Financial Analysis etc.
 Must be very effective in providing customer service by providing resolution to
their complicated queries and issues.
 Must efficiently set goals and work on so as to avoid any escalations and
maintain the relevancy and quality while providing service to the customers.

 
Skills
Where communicating with the customers is the only task which is carried out majorly, a
candidate applying for a BPO job should have good Oral and written communication. An
effective communicator, probably fluid with what he/she is speaking and a BPO
executive should a computer literate.
A BPO executive should be flexible enough to adapt to any environment or changes
happening in the sector. They should be patient enough and quite motivated towards
learning new things and execute it effectively on day to day basis. A person should also
have a clear view of what the current market trend is.
 

 Should have good Oral and written communication.

 An effective communicator, probably fluid with what he/she is speaking.
 Should be a computer literate.
 Should be flexible enough to adapt to any environment or changes happening in
the sector.
 Should be patient enough and quite motivated towards learning new things and
execute it effectively on day to day basis.
 Should also have a clear view of what the current market trend is.

 
Educational Qualification
The BPO industry demands a degree in any specification from an accredited institution.
Some BPO organization specifically ask for a bachelor's degree in science, maths or
statistics depending upon the client they are working for.
This sector also asks for school leavers or a high school diploma to work as an intern.
 
Salary
A BPO Executive earns an average salary of Rs 202,379 per year. Experience matters
the most in this industry which also helps in promotion. An expertise in the Customer
Relationship Management (CRM) tool automatically makes one eligible for a high pay
job. (Source: Payscale)