Prepared by:

Bhavesh Thaker
Hardik Vyas
Kuldeep Zala
 What is BPO??
Business process outsourcing (BPO) is a
form of outsourcing that involves the
contracting of operations&
responsibilities of a specific business
functions (or processes) to a third- party
service provider.
 BPO
 BPO is typically categorized into back office
outsourcing.

 Including accounting, Medical coding &

Medical Transcription.
 Types Of BPO
On The Basics Of Geographic level :-

 DOMESTIC: Receiving & Making calls in same

country.

 International :Call made in one country &

received in other country.
On The Basis Of Process :-

 Inbound Call Centre: The inbound call centers

are those that only receive the calls usually on toll
free numbers from the customers.
 Outbound Call Centre: Outbound call centers
deals with telemarketing and product promotion. It
requires technical experience and expertise to
ensure the clients that you are the company that
is best.
 Others
 Web Enabled Call center :-The market for
Web-enabled call centers is burgeoning. Web
enabled call centers deal with online transaction
and live chat.

 CRM Call Center :- CRM is a worthwhile

endeavor to ensure good returns on
investment. In a CRM call center,
customers communicate in multiple
ways that include phone, e-mail, Web
chat, personal sales representative
 INDUSTRY SIZE
 World Bpo size is worth $170-
$185bn.
 India has total revenue of $52 bn.
 India has revenues of $15.7 billion
from offshore (which is 7-8% of total
Bpo indu.)
 Indian Bpo increasing with a rate of
32% where world is with mere 28%
TOP 10 INDIAN COMPANIES
SI. NO. COMPANY
1. GENPACT
2. WNS Global
3. TCS BPO
4. IBM Daksh
5. WIPRO BPO
6. FIRSTSOURCE
7. Aditya Birla Minacs
8. Aegis Ltd.
9. Infosys BPO
10. HCL BPO


Technology at BPO
 TYPES OF DAILERS
1. Manual dialer.

2. Preview dialer.

3. Progressive dialer.

4. Predictive dialer.
 Manual Dialing: Manual dialing,
tangible phone, eg: home phones.

 Preview Dialer: Shows account

information, allows the agent to
preview the information before
instructing the dialer to dial or not to
dial.
 Progressive Dialer: An automatic dialer,
which shows account information after
the number is dialed.

 Predictive dialer: An automatic dialer,

that gives live calls to agent, and omits
other responses such as wrong calls,
answering machines, busy signals etc.
 Predictive hang-up: A call attempt
initiated at a time when no agent is
available and is aborted during the
progress and before the customer
answers.
 Automatic Call Distribution
(ACD)

 It is a software feature that routes

call to a group of agents (queue).

 It is based on first-in first-answered

criteria.
 Computer Telephony Integration
(CTI)

 Method of connecting telephone

system to database.

 Used for efficient handling of calls.

 It’s function is screen pop.

 Automatic number Identifier
(ANI)
 Identifies the number of incoming call.

Talk Time
 The time of conversation between a
customer and an agent from Hi to Bye.
 Call / Contact Blending

The process of combining the flow of

inbound / outbound calls and other
contacts such as email or web
transactions.
 Abandoned Call / Contact

 Also known as “Lost Calls”.

 In Inbound calling scenario: A call that is

terminated by the originator before any
conversation.

 In Outbound calling scenario: Connects

that are disconnected by the automated
dialer when no agent is available.
 Interactive Voice Response
(IVR)

 A device using touch tone signaling or

voice recognition.

 Reside information present on the server.

 It gives information as well as takes

information.
 Voice Over Internet Protocol
(VOIP)
 Transportation of voice across the
Internet.

Wrap-Up Time
 The time required by an agent after
a conversation is ended, to complete
work directly associated with the call
just ended.
 After Call Work
(ACW)

 Work immediately following an inbound

call e.g. updating database, filling out
forms.

 Must be completed before an agent can

handle next contact.

 ACW is performed during wrap-up time.

Integrated Services Digital Network
(ISDN)
 A set of international standards for
telephone transmission.
 Provides end-to-end digital network.

Completed Call / Contact

 A contact that is handled to
completion by an agent.
 Key Performance Indicator
(KPI)

 Reflects organizational goals

 Change in sales volume from month
to month.
 Conversion

Conversion refers to the total

number of sales divided by the total
number of contacts.
 India is been considered as a hub for
outsourcing, but due to the policies
of some of the nations that are the
major clients of the outsourcing
industry worldwide, India is going to
face certain problems. Though the
technology advancement and the
cheap labor is the only aspect that is
attracting these nations.