1. BPO Industry facing the challenges Definition Business process outsourcing (BPO) can be defined as the transfer of an organization’s entire non-core but critical business process/function to an external vendor who uses an IT-based service delivery.

2. Business Process Outsourcing (BPO)  BPO is a hiring venture to take responsibility for a business process.  Including accounting, Medical coding and Medical Transcription

3. How to enter the BPO company One way is to go through a recruitment company. One way is to go through a recruitment company. Another way is to pin point which you would like to target (Voice/Non voice) Another way is to pin point which you would like to target (Voice/Non voice)

4. Difference between voice /non voice BPO  Voice deals with speaking directly with the customers either in US / UK /in other countries.  Communication level should be higher when applying for a voice process.  Non voice includes more on data entry, data management, E-mail writing.

5. Nature of work Call centers are voice or web based Call centers are voice or web based Either in bound or out bound where in calls are received from and made to the customer respectively Either in bound or out bound where in calls are received from and made to the customer respectively Specialized in business processing, here calls are made from company to company. Specialized in business processing, here calls are made from company to company. Areas addressed by call centers are sales support, reservations,bank accounts and tele marketing. Areas addressed by call centers are sales support, reservations,bank accounts and tele marketing.

6. Inbound call centers In bound call centers provide support function that include inquiries or help desks for various segments. In bound call centers provide support function that include inquiries or help desks for various segments. Most of the call centers are offering customer relationship management services that include support for Most of the call centers are offering customer relationship management services that include support for voice call center, voice call center, e-mail response, e-mail response, web-based text services and web-based text services and backroom processing. backroom processing.

7. Out bound call centers Out bound call centers provide services for Out bound call centers provide services for customer contact, to interact with international clients either on the help- desk make collection calls which include market surveys information and telemarketing. customer contact, to interact with international clients either on the help- desk make collection calls which include market surveys information and telemarketing.

8. Non voiced jobs Data entry Data entry This requires updating, organizing data base on various details of customers and clients. This requires updating, organizing data base on various details of customers and clients. Transaction processing: Answering customers Transaction processing: Answering customers Queries, enquiries and responding to the complaints over the E-Mail Queries, enquiries and responding to the complaints over the E-Mail

9. Working conditions with BPO To work in a BPO you must be prepared for the challenging job, which would also require you to work during non morning hours (night shifts) To work in a BPO you must be prepared for the challenging job, which would also require you to work during non morning hours (night shifts) Because the clients are mainly from U.K, U.S and European countries Because the clients are mainly from U.K, U.S and European countries

10. Call center expects  Call center interview depends on  Computer knowledge  Communication skills in English  Keyboard skill  Mathematical skill etc

11. Important areas of training Accent training Accent training Listening skills Listening skills Telephone etiquette Telephone etiquette Tele sales Tele sales Customer Relationship and Customer Relationship and Call center terminology. Call center terminology.

12. Training Training would be given on Basic skills, Training would be given on Basic skills, Training on the product /services (client- specific) Training on the product /services (client- specific) Training in technical fields and Training in technical fields and Functional areas (medicine, taxation, law, financial services ). Functional areas (medicine, taxation, law, financial services ).

13. BPO solution World-class offshore outsourcing and consulting services specializing in IT- enabled services World-class offshore outsourcing and consulting services specializing in IT- enabled services Back office outsourcing services Back office outsourcing services BPO solutions from India guaranteed to cut costs and improve quality BPO solutions from India guaranteed to cut costs and improve quality

14. BPO /ITES BPO industry in India has been estimated to grow very fast BPO industry in India has been estimated to grow very fast As the attrition rate is significantly high in the BPO /ITES industry As the attrition rate is significantly high in the BPO /ITES industry Bops are realizing that their HR policies need to be transparent and clear Bops are realizing that their HR policies need to be transparent and clear

15. BPO BPO specialist focus on the Financial services, healthcare, Insurance and Home Loan/ Montage BPO specialist focus on the Financial services, healthcare, Insurance and Home Loan/ Montage BPO gaining ground are in India BPO gaining ground are in India Factor cost Advantage Factor cost Advantage Economy of scale Economy of scale Business Risk Mitigation Business Risk Mitigation

16. Outsourcing careers Out sourcing careers with Accenture India are looking for bright individuals with deep skills and experience in the functional areas. Out sourcing careers with Accenture India are looking for bright individuals with deep skills and experience in the functional areas. Communicate well with people at all levels Communicate well with people at all levels Enjoy working as part of a team Enjoy working as part of a team Make a valuable contribution to both your career and for the company Make a valuable contribution to both your career and for the company

17. Skills required Finance and Accounting Finance and Accounting Human Resource Human Resource Clinical Data Management Clinical Data Management Customer Contact services Customer Contact services eLearing Content Development eLearing Content Development Insurance Back office Insurance Back office

18. Specialized BPO vendors This has given rise to many specialized BPO vendors across the globe, with the India being a major hub owing This has given rise to many specialized BPO vendors across the globe, with the India being a major hub owing To its large computer-literate English- speaking population To its large computer-literate English- speaking population Low billing rates Low billing rates Strategically favorable time zone Strategically favorable time zone High quality High quality