Welcome All of you

Presentation
on BPO and
Call Centers
 What is BPO or Call Centers
BPO as the name suggests, it is the
business process that is being carried
out from a different place ,other than
where the business is established.
Generally outsourcing can be
defined as - An organization
entering into a contract with
another organization to operate
and manage one or more of its
business processes.

Therefore BPO can be defined a

business carried out from
outside and the earnings are
generated for the business.
What does first thing
strike in your mind,
while thinking about
a BPO?
A call center?
Technical Definition
Hello

Where advisors are

taking calls by putting
head phone sets over
heads and saying
Hello?
Call Center is a place where the
high volume of calls or Emails are
being made and received.
 Earlier low level work was
assigned which was particularly
limited to query handling of the
customers, account verification
,data processing and forwarding
it back after that.

But now looking at the quality

of the job,Indians have
done,certain high level jobs are
also coming up,like software
testing and developing,certain
R&D works etc.
Type and
Process of Call
Center/BPO.
Voice Based Process

INBOUND

and

OUTBOUND
Non-Voice or DATA
Processing Operation
E-mailing.

and

Web-Based Process.
 Different Types of Services
Being Offered By BPO

Customer Support Services

Technical Support Services
Employee IT Help-desk Services
Telemarketing Services
Data Entry Services / Data Processing
Services
Data Conversion Services
Book Keeping and Accounting Services
Customer Support Services It is on
a 24/7 and 365 days basis like,
customers calling to verify their account
status, customers calling to check their
reservation status etc.
Technical Support Services Like
customers calling to understand how to
dial up to their ISP, customers calling
with a problem with their software or
hardware.
Employee IT Help-desk Services :-Our
employee IT help-desk services provide
technical problem resolution and support for
corporate employees
Telemarketing Services:- It includes the
outbound calling services for the sales
promotion.

Data Conversion Services:-it includes

Data Conversion for databases, word
processors, spreadsheets, and many other
standard and custom-made software
packages as per requirement.

Book Keeping and Accounting Services:-

These services include the maintenance of
various books and ledgers of the firms.
Business Process Outsourcing:
The Top Rankers in India
American
Express
Genpact
Accenture
Wipro BPO
Sparsh Intellnet
IBM Daksh
ICICI One source
HCL BPO
WNS
Emphasis
EXL
E-Funds
International
How to handle a customer Over the
phone by LAST Theory?
Listen to the
customer.
Apologize to the
customer.
Solution.
Thanks the
Customer
Benefits to India:- INDIA

Tax income
to the
government

FDI inflow GLOBAL

RECOGNITON
BASIC ISSUES FACED BY THE
BPO FIRMS...

-High attrition level

-Poor infrastructure
-Lack of data protection
laws adherence
-Higher pay packets desired
The road ahead for
Indian
Although countries like China, Philippines
and Ireland have emerged as the close
competitors in the ITES/BPO sector, India
is still the favored market for BPO
companies.
BPO INDUSTRY, A CONTRAST
Why people prefer to
join BPO?
Did not get a better job.
Find nothing better to do.
Education level doesn't matter
Good work environment
Good Benefits
Flexibility of time
Attractive life style
Transport facility
Why people leave the
BPO?
lack of promotion
For higher Salary
For Higher education
Misguidance by the company
Policies and procedures are
not conducive
No personal life
Physical strains
Why India has turned into a
global outsourcing HUB?
The cheap labour costs
The pool of skilled,
English-speaking Indians
Quality orientation among
players
Friendly tax structure
Thats all from my side. However
your queries are welcome.

Thanks