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