BPO

:Introduction

CDGK Call Centre Training Program

B P O
 Center

Business Process Outsourcing

means to do

Outsourcing Work

Call centers are those where

Telephone calls are 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.

Technology Service Outsourcing Business Process Outsourcing

Tech Support Human Resources

Finance and Accounting

Web Hosting

Back Office Administration

Web Security & Solution

Payment Processing
Web
Designing/Development/ CRM
Maintenance. Logistic Management
Reasons for
outsourcing
Cost Advantages
Innovation and speed to market
Increased Customer satisfaction
Economy of sale
Availability to skilled personnel also
increase the quality of service
CALL CENTRE
A call centre is a place
of network of places, where a customer’s queries
can be dealt with satisfaction to the customer. A
call centre is a place, which interacts with the
customers, either by making or receiving calls, for
business purpose. It is the core work of the call
centre.
 Kinds of Call Centre

 According to Geographical location:-

DOMESTIC:-Receiving & Making calls in

same country.

INTERNATIONAL:-Call made in one

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:-
Inbound:-Where the calls are received.

Outbound:-Where the calls are made.

 According to Technology:-
Voice Based:-Which interacts with the
customers by using voice only.

Web Based:-Which interacts the customers

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 & Finance
 I.T & Telecommunications

 Insurance & Mortgage

 Public 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-up
 Production Promotion

 Debt Collection

 Appointment Scheduling

 Up Sell/ Cross Sell Campaigns

 Industries suites to Outbound:
 Banking & Finance
 I.T & Telecommunications

 Insurance and & Mortgage

 Tourism, 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