BPO

:Introduction
CDGK Call Centre Training Program

B P O

BPO

& Call Center

Business Process Outsourcing
means to do

Outsourcing Work Call centers are those where Telephone calls are being handled

What is OUTSOURCING?

Delegating a Company s Business Processes
To

Third Party

What is BPO?
Business process outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions (or processes) to a third-party service provider.

What is BPO?
BPO as expanded sounds as Business Process Outsourcing and can be aptly defined as the act of utilizing the services of a third party by a company in order to perform its back office operations that might be payroll administration, customer help desks/ call centers, tele- marketing, accounting, billing; the list is endless.

Business Process Outsourcing includes the following areas and a lot more Back office operations Customer Relationship Management Call Centers and telemarketing Tele-servicing and product support Finance / Accounting/billing Human Resources Medical transcription Back Office Operations Insurance Claims Processing

Works can be Outsourced.
Technology Service Outsourcing Tech Support Web Hosting Web Security & Solution Web Designing/Development/ Maintenance. Business Process Outsourcing Human Resources Finance and Accounting Back Office Administration Payment Processing CRM Logistic Management

Reasons for outsourcing
y Cost Advantages y Innovation and speed to market y Increased Customer satisfaction y Economy of sale y Availability to skilled personnel also increase the quality of service

CALL CENTRE
A call centre is a place of network of places, where a customer¶s queries can be dealt with satisfaction to the customer. A call centre is a place, which interacts with the customers, either by making or receiving calls, for business purpose. It is the core work of the call centre.

Kinds of Call Centre 

According to Geographical location:location:DOMESTIC:DOMESTIC:-Receiving & Making calls in
same country.

INTERNATIONAL:INTERNATIONAL:-Call made in one
country & received in other country.

Types of Call Centre 

Inbound Call Centre  Outbound Call Centre  Web Enabled Call Centre  CRM Call Centre  Telemarketing Call Centre  Phone Call Centre 

According to process:process:Inbound:Inbound:-Where the calls are received. Outbound:Outbound:-Where the calls are made. 

According to Technology:Technology:Voice Based:-Which interacts with Based:customers by using voice only. through web.

the

Web Based:-Which interacts the customers Based:-

Inbound Call Centre 

An Inbound Centre is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales.

For Example
Customer Service  Toll Free Response  Help Desk  Seminar Registration  Inquiry Handling  Technical Support 

Representatives in inbound call centres are called CSRs (Customer Service Representitives)

Services Provided 

Banking & Finance  I.T & Telecommunications  Insurance & Mortgage  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 Services are: Direct Mail Follow-up  Production Promotion  Debt Collection  Appointment Scheduling  Up Sell/ Cross Sell Campaigns 

Industries suites to Outbound: 

Banking & Finance  I.T & Telecommunications  Insurance and & Mortgage  Tourism, Travel Industry & Hotels

What skills are required to work in a Call Center?
SEGMENTS SKILLS

Call center

Good communication Language skills Accent Understanding team leadership Basic computing skills CRM

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