1. Definition 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. Originally, this was associated with manufacturing firms, such as Coca Cola that outsourced large segments of its supply chain.

2. Business Process Outsourcing (BPO)  BPO is typically categorized into back office outsourcing  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 to good communication skill and confidence. Another way is to pin point to good communication skill and confidence.

4. Difference between voice /non voice BPO  In voice BPO u need to attend customer calls where u provide soln to Customer or clients.  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 An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. A call center may handle either only inbound or outbound calls or might deal with a combination of the two. A call center may handle either only inbound or outbound calls or might deal with a combination of the two. 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 An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund- raising calls, as well as calls for contact list updating, surveys or verification services. An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund- raising calls, as well as calls for contact list updating, surveys or verification services.

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 basic knowledge  Good Communication skills in English  Keyboard skill (typing speed)  Mathematical skill etc.

11. Important areas of training Accent training Accent training communication skills communication 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. Functional areas.

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. 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

15. 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

16. 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