Conducting Studies On BPO/Call Centres

B P O

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.

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.

BPOs (India)BPOs (India)

““Call centre agents have money to spend, their working hours are long and erratic and they are in an environment Call centre agents have money to spend, their working hours are long and erratic and they are in an environment dominated by the young” All together, it could be a formula for trouble.dominated by the young” All together, it could be a formula for trouble.

Psychiatrists: Psychiatrists: ◦ 20 % of those on a drug and alcohol rehabilitation programme are those from the BPO industry, says the centre’s 20 % of those on a drug and alcohol rehabilitation programme are those from the BPO industry, says the centre’s

psychiatrist.psychiatrist.◦ 10 % of patients at detoxification centres run by Kripa Foundation for alcohol and drug abuse come from call 10 % of patients at detoxification centres run by Kripa Foundation for alcohol and drug abuse come from call

centrescentres

Business Process Outsourcing includes the following areas and a lot moreBack office operationsCustomer Relationship Management Call Centers and telemarketingTele-servicing and product supportFinance / Accounting/billingHuman ResourcesMedical transcriptionBack Office Operations Insurance Claims Processing

CALL CENTRECALL CENTRE

A call centre is a placeA call centre is a placeof network of places, where a customer’s queries can be dealt with satisfaction to the customer. A call centre is a place, which 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.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 CentreKinds of Call Centre

According to Geographical location:-According to Geographical location:-

DOMESTIC:-Receiving & Making calls in same country. DOMESTIC:-Receiving & Making calls in same country.

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

Inbound:-Inbound:-Where the calls are received.Where the calls are received.

Outbound:-Outbound:-Where the calls are made. Where the calls are made.

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.

Clients call customer service lines when they have a Clients call customer service lines when they have a problem or complaint and not when they have a problem or complaint and not when they have a compliment. compliment.

Tense situations and long call times with annoying Tense situations and long call times with annoying customerscustomers

Restrictive environments where conformity is expected. Restrictive environments where conformity is expected. Lots of rules, tight lunches, and close supervision. Lots of rules, tight lunches, and close supervision.

The calls tend to be longer, more diverse, and more The calls tend to be longer, more diverse, and more involved than those in outbound call centres, making the involved than those in outbound call centres, making the

work more engagingwork more engaging..

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.

Calling people who didn’t ask to be called Calling people who didn’t ask to be called

• Imagine being yelled at, hung up on, cursed at, and generally despised. Imagine being yelled at, hung up on, cursed at, and generally despised. Interrupting their lives at home (and sometimes at work), most people will not be friendly or patient.Interrupting their lives at home (and sometimes at work), most people will not be friendly or patient. Even if you can handle rejection well, hearing Even if you can handle rejection well, hearing “No”“No” along with some choice expletives everyday can take its toll on your along with some choice expletives everyday can take its toll on your

demeanour and outlook demeanour and outlook

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

WHY CALL CENTRES?

• Entrance level job

– Access to the labour market

– Experience

– Looks good on a CV

• Do not necessarily need qualifications

• Peer group

• Remuneration

CHALLENGES

Long hours24 hour call centre

Affects family lifeShifts

Stressful environmentMultitaskingSet up for failure

Or notBoring repetitive work

Controlled environmentBurnout

Causes of stress

Nature of job Quality/quantity conflict (cost centres)

◦ Bottom line (R200 000/seat) Intensity Targets

◦ Performance targets Inbound centres typically have targets for call duration, ‘wrap time’, and daily call volume. Outbound centres often have ‘completion targets’, which are closely monitored and upon which pay may be partially

based. Mental Health

◦ “burnout”.

◦ “repetitive brain strain”

Why do young people still want to expose themselves to such a negative environment?

IT IS A JOB…AND THE

MONEY!

HOW?

• Corporate call centres:

– IT environment

– Financial services

– Insurance

• Sales

– Commission

– Incentives

SYMPTOMS

Fatigue:◦ 62% routinely find that they end the day with work-related neck pain, ◦ 44% reported stressed-out eyes, ◦ 38% complained of hurting hands and ◦ 34% reported difficulty in sleeping because they were too stressed-out

Illnesses Mental fatigue

◦ Disillusioned

◦ Depressed Burnout

◦ Lethargic Conflict with colleagues Family problems

Studies

Not surprisingly, experts are concerned by the high intake of drugs and alcohol in the industry. Some believe that substance abuse is directly related to high levels of stress and frustration on the job. But Shiva, a call centre employee, believes the problem is that the young — many of them just out of college — suddenly have access to a lot of money, for salaries are good even for fresh graduates.

“They’re not mature enough to handle so much of money,” says Shiva. Moreover, he points out that odd shifts and working hours force them to find their own forms of recreation. “They can’t go home at a decent hour and play a sport like an employee in another sector,” he adds”.