Business process outsourcing (BPO) is the contracting of non-primary business activities

and functions to a third-party provider. BPO services include payroll, human resources (HR),
accounting and customer/call center relations. BPO is also known as Information Technology
Enabled Services (ITES).
BPO categories are front office customer services (such as tech support) and back office business
functions (such as billing).
The following are BPO advantages:

Business process speed and efficiency are enhanced.

Employees may invest more time in core business strategies to bolster competitive
advantage and enhance value chain engagement.

Organizational growth increases when capital resource and asset expenditures are not
required, which averts problematic investment returns.

Organizations are not required to invest in unrelated primary business strategy assets,
facilitating a shift in focus to specific competencies.

BPO risks include:

Data privacy breaches

Underestimated running costs

Overdependence on service providers

tsr = tech support rep -- > this job mostly does troubleshooting of internet connections, maintanance
of the devices that are used. the usual techie stuff.
csr = customer service rep -- > very broad to define but basically you just provide support over the
phone to your customers.
inbound --> the customer will call for help/assistance and you assist them.
outbound --> you are the one who will going to call the customers. Usually to sell something. This s
common for financial/credit card accounts.

Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer

management and information management products, primarily to large corporations. Customer
management products include agent assisted, self-service and care software tailored to the

communications, financial services, technology, retail, healthcare and government markets.

Information management provides convergent billing and business support system (BSS) products
and services including revenue management, product and order management, and customer care
management to telecom, utilities, and cable/satellite/broadband service providers. They have
approximately 130,000 employees across 31 countries.
Teleperformance is a multinational company headquartered in France.[1] The company specializes
in outsourced omnichannel customer experience management, also known as Business Process
Outsourcing (BPO).[2]The company provides customer acquisition, customer care, technical support,
debt collection, social media, and other services around the world. Teleperformance operates
approximately 147,000 computerized workstations, with more than 190,000 employees [3] across 311
contact centers in 65 countries and serves over 160 markets. [4][5] Countries in which Teleperformance
operates include France, the United Kingdom, Albania, Brazil, Chile, India, Philippines, China,
Canada, Mexico, Colombia, Norway, Italy, Greece, Portugal, the United States, Costa Rica,
Dominican Republic, Australia, the Netherlands, Suriname, Egypt, Russia, Sweden, Germany and
Poland.[6][7]
Teleperformance is one of the world's largest BPO companies valued at $3.7 billion and
headquartered in Paris, France.[2]