Professional Documents
Culture Documents
Introduction
Outsourcing Work
Delegating a Company’s
Business Processes
To
Third Party
What is OUTSOURCING?
Tech
Tech Support
Support Human
Human Resources
Resources
Finance
Finance and
and Accounting
Accounting
Web
Web Hosting
Hosting
Back
Back Office
Office Administration
Administration
Web
Web Security
Security &
& Solution
Solution
Payment
Payment Processing
Processing
Web
Web CRM
CRM (Customer
(Customer Relationship
Relationship
Designing/Development/
Designing/Development/ Management)
Management)
Maintenance.
Maintenance.
Logistic
Logistic Management
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
Types of Activities suited to outsourcing
1. Front Office
Inbound Sales
Outbound Sales
2 Back Office
Accounting
Data Entry
Database Management
Human Resources
Benefits of BPO
Increase productivity
Cut operational costs
Provide better service
Save costs
Improved accountability
CALL CENTRE
• Customer care
• Complaint center
• Customer satisfaction
• Troubleshooting
• Order processing
Call Center Services
If you are a multinational company
selling electronic equipments online,
your hired call center may provide you
with following services:
Help Desk
Seminar Registration
Inquiry Handling
Technical Support
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
Outbound Call Centers depends on the
technological solutions, extensive
experience, quality assurance
programs and commitment to
customer service excellence that
further ensures maximum results from
the direct marketing efforts for its
success. The business depends on
three basic things training, research
and persuasion.
The success of this business is the
training of the agents to become
competent and persuade the
customer. This takes a lot of skill
and practice. For a call canter
business to do well it is important
that constant training be provided
to the agents and they should
know all the latest techniques
employed.
The outbound clients benefit from the
rigorous adherence to highly cost-
effective, results-based production and
management processes. The key to
success is the thorough understanding
of the business. Having understood the
differences between business-to-
consumer and business-to-business
telemarketing, the outbound call centers
use experienced management to focus
on the unique requirements of each
client and their targeted market.
Incentive are offered to motivate the
agents.
Outbound Call Centre Services are:
Direct Mail Follow-up
Production Promotion
Debt Collection
Appointment Scheduling
Customer Satisfaction
Industries suites to Outbound:
Banking & Finance
I.T & Telecommunications
Hotels
Types of Dialers
Manual Dialer
Progressive Dialer
Preview Dialer
Predictive Dialer
Predicative Hang-up
Dialer
Manual Dialer
Using a
manual dialer
means where
an agent has
to dial
manually
Progressive Dialer
A device that presents the account
information and phone number on
the screen after the number is dialed
This dialer is more automated than a
Talk Time
The elapsed time from when a person
answers a call until the call is
disconnected by a person
Wrap-Up Time
The time required by an ACD
agent after a conversation is
ended, to complete work that is
directly associated with the calls
just completed. Does not include
time for any other activities such
as meetings, breaks,
correspondence
After Call Work (ACW)
(CNPT)
- By Phone, Web, Fax
Only large companies are
banking institutions.
It takes 48 hours to clear
1000
This rating is also known as “ Beacon
Scores”.
Credit Bureau which maitains this report
are
1. Equifax 2. Trans Union 3. Experion
Digital Contract/ Signature:
After the sale is made the call is
transferred to a verifier who states the
terms and conditions to the customer
who in turn accepts the terms and
states a “yes”. This conversation is
recorded and saved as file.
The recording/ file are called Digital
Contract or Signature
It is a legal contract
Voice Verification:
For verification process:
The customer has to be 18 yrs of
age or above
Recording Permission
cancellation)
Payment mode