© 2014 wheresjenny.com BPO

© 2014 wheresjenny.com BPO Vocabulary Subset : A part of a larger group of related things Surpassed : Be better than Remuneration : Money paid for work or a service Imbibe : Absorb (ideas or knowledge) Six-sigma : A disciplined, data-driven approach and methodology for eliminating defects in any process – from manufacturing to transactional and from product to service.

© 2014 wheresjenny.com BPO Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. BPO is typically categorized into back office outsourcing, which includes internal business functions such as human resources or finance and accounting, and front office outsourcing, which includes customer-related services such as contact center services. In 2010, Philippines surpassed India as the largest business process outsourcing industry in the world.

© 2014 wheresjenny.com BPO Ten reasons why you should join a BPO 1. The companies provide excellent remuneration packages compared to other industries. 2. No technical qualification required but if you have then it would help you understand the technical part of process quickly. 3. No investment needed to upgrade you unlike many other professions. 4. One’s communication skills can be greatly improved with Personality Development Programmers free of cost along with regular voice & accent training. 5. You can actually imbibe a lot of knowledge depending on the industry you are working for, i.e. insurance, finance, accounting, telecoms, auto, computer hardware etc.

© 2014 wheresjenny.com BPO 6. You may be made to undergo the six-sigma and other quality control programmers hugely in demand in the corporate world. 7. You get good food for free and lots of recreational activities like gym, swimming pool, billiards, Internet for free. Also, one gets free home pick up and drops in AC cabs. 8. The work environment of most of the international call centers is truly world class. Also, most of the international BPO firms insure their employees for free. Plus, there are parties and get together at excellent hotels and discs all paid by the company. 9. It will help you to know your strengths and weaknesses and can also learn team building skills and management. 10. Working in a BPO also helps while applying for a Visa to a foreign country. It gives you added points and helps if you are planning to immigrate as you are already familiar with their culture.

© 2014 wheresjenny.com BPO Advantages of working in a BPO industry 1.Low skill set required at entry level 2.On the job training 3.Very good career progression within the organization 4.Very good career progression outside the organization 5.Opportunity to work overseas 6.Good Salary 7. Benefits and Allowances (transport, meals etc)

© 2014 wheresjenny.com BPO Disadvantages of working in a BPO industry 1.Odd working hours 2. Abusive Clients 3. Negative social perception about BPO industry 4. Work-Life Imbalance 5. Health Issues due to shifting schedule and stress

© 2014 wheresjenny.com BPO Quiz Where in India are most BPO companies situated? a) Bangalore b) Greater Mumbai c) National Capital Region At what rate did India's BPO and call centre business grow in ? a) 55% b) 70% c) 65% Which US state cancelled an outsourcing contract that was already awarded to TCS? a) New Jersey b) Indiana c) Maryland Which BPO company that had former Infosys executive, Phaneesh Murthy as its advisor was acquired by iGATE? a) Quintant b) Primentor c) 24/7 Customer 5. What is the name of the company that owns the restaurants Pizza Hut, KFC and Taco Bell? a) Yum! International b) McDonald's c) PKC Restaurants Worldwide

© 2014 wheresjenny.com BPO In Data Capture/Data Entry Operation, which of the following statement is FALSE a) Data Capture BPO are usually specialized in capturing Data whereas Data Entry BPO transform the Data into meaningful information. b) Data Capture and Data Entry are both Low End BPOs c) Accurate Data Capture is as important as Accurate Data Entry d) Data Capture is the input process of Data Entry operation Outsourcing decisions by customers are influenced by whether to go on-shore, near- shore or offshore. Which ONE of the following dimensions is true about this statement a) Offshore > Low Cost but High Control b) Near shore > Low Cost but High Control c) Onshore > High Cost but High Control d) Home shore

© 2014 wheresjenny.com BPO The French Government has decided not to allow any telemarketing inbound calls to enter France from foreign countries except DOM-TOM. Mauritian BPO company engaging into the French Telemarketing activities should stop making these outbound calls. This is an a) Endogenous factor b) Semi-Exogenous factor c) Exogenous factor d) All of the above e) None of the above The main characteristics of Knowledge Process Outsourcing are a) Process are not easily codified b) The agent has to interpret the information c) The agent is expected to exercise judgement d) All of the above

© 2014 wheresjenny.com BPO The BPO sector will provide ________ jobs at the end of 2011 and make a contribution of ____% of GDP. a) 15,000 & 5% b) 20,000 & 6% c) & 5% d) & 7% What do you think is the most important justification for a company to consider offshore decision? a) Overall cost reduction b) Productivity improvement c) Efficiency/Effectiveness d) All of the above Mauritius is positioning itself as a challenging BPO destination due to the following factors: Choose all that apply a) Reliable Infrastructure b) Workforce easily scalable c) Relatively cheap labour d) Strategic location

© 2014 wheresjenny.com BPO Jenny was employed as Data Entry Operator at "Star Data Ltd". Last year Jenny was offered the same position but with a salary increase of MUR 2,000 at "Super Data Ltd", a company dealing with similar activities as "Star Data Ltd". In BPO, we usually refer to this situation as a) Attrition b) Poaching c) Changing Job d) Work Placement A TRUE statement between Low End and High End BPO is a) Both Low End and High End BPO are mainly Call Centers b) Low End BPOs offer relatively much higher salary than High End BPO c) High End BPO have more ruled based processes than Low End BPO and therefore require more skilled manpower d) People working in Low End BPO companies usually stay much longer in that company than those working in High End BPO What are the factors which have an impact when deciding on a BPO destination? a) Reliable telecommunications infrastructure b) Cost of labour c) Strong regulatory framework d) All of the above