bpo: introduction ( presentation)
DESCRIPTION
BPO & Call CenterTRANSCRIPT
CDGK Call Centre Training Program
BPO:Introduction
B P O
BPO & Call Center
Business Process Outsourcing means to do
Outsourcing Work
Call centersCall centers are those whereare those where
Telephone callsTelephone calls are being handledare 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.
Business Process Outsourcing
Human ResourcesHuman Resources
Finance and AccountingFinance and Accounting
Back Office AdministrationBack Office Administration
Payment ProcessingPayment Processing
CRMCRM
Tech SupportTech Support
Web HostingWeb Hosting
Technology Service Outsourcing
Web Security & SolutionWeb Security & Solution
Web Designing/Development/M
aintenance.
Web Designing/Development/M
aintenance. Logistic ManagementLogistic Management
Reasons for outsourcing
Cost AdvantagesInnovation and speed to marketIncreased Customer satisfactionEconomy of saleAvailability to skilled personnel also increase the quality of service
CALL CENTRECALL CENTREA call centre is a placeA call centre is a placeof network of places, where a customer’s queries of network of places, where a customer’s queries can be dealt with satisfaction to the customer. A can be dealt with satisfaction to the customer. A call centre is a place, which interacts with the call centre is a place, which interacts with the customers, either by making or receiving calls, for customers, either by making or receiving calls, for business purpose. It is the core work of the call business purpose. It is the core work of the call centre.centre.
Kinds of Call CentreKinds of Call Centre
According to Geographical location:-According to Geographical location:-
DOMESTIC:-DOMESTIC:-Receiving & Making calls in Receiving & Making calls in same country. same country.
INTERNATIONAL:-INTERNATIONAL:-Call made in one Call made in one country & received in other country.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.
According to Technology:-According to Technology:-Voice Based:-Voice Based:-Which interacts with the Which interacts with the
customers by using voice only.customers by using voice only.
Web Based:-Web Based:-Which interacts the customers Which interacts the customers through web.through web.
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 & FinanceI.T & TelecommunicationsInsurance & MortgagePublic 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-upProduction PromotionDebt CollectionAppointment SchedulingUp Sell/ Cross Sell Campaigns
Industries suites to Outbound:
Banking & FinanceI.T & TelecommunicationsInsurance and & MortgageTourism, 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