Welcome All of you

Presentation
on BPO and
Call Centers

What is BPO or Call Centers

BPO as the name suggests, it is the

business process that is being carried

out from a different place ,other than
where the business is established.

Generally outsourcing can be

defined as - An organization
entering into a contract with
another organization to operate
and manage one or more of its
business processes.

Therefore BPO can be defined a

business carried out from
outside and the earnings are
generated for the business.

What does first thing

strike in your mind,
while thinking about
a BPO?

A call center?
Technical Definition
Where advisors are
taking calls by
putting head phone
sets over heads and
saying Hello?

Hello

Call Center is a place where the

high volume of calls or Emails are

being made and received.

 Earlier low level work was assigned

which was particularly limited to

query handling of the customers,
account verification ,data processing
and forwarding it back after that.

But now looking at the quality of the

job,Indians have done,certain high

level jobs are also coming up,like
software testing and
developing,certain R&D works etc.

Type and
Process of Call
Center/BPO.

Voice Based Process

INBOUND

and
OUTBOUND

Non-Voice or DATA
Processing Operation
E-mailing.

and
Web-Based Process.

Different Types of Services

Being Offered By BPO
Customer Support Services
Technical Support Services
Employee IT Help-desk Services
Telemarketing Services
Data Entry Services / Data Processing

Services
Data Conversion Services
Book Keeping and Accounting Services

Customer Support Services It is

on a 24/7 and 365 days basis like,
customers calling to verify their
account status, customers calling to
check their reservation status etc.
Technical Support Services Like
customers calling to understand
how to dial up to their ISP,
customers calling with a problem
with their software or hardware.
Employee IT Help-desk Services :-Our
employee IT help-desk services provide
technical problem resolution and support for
corporate employees

Telemarketing Services:- It includes the

outbound calling services for the sales
promotion.
Data Conversion Services:-it includes
Data Conversion for databases, word
processors, spreadsheets, and many other
standard and custom-made
software packages as per requirement.
Book Keeping and Accounting Services:These services include the maintenance of
various books and ledgers of the firms.

Business Process Outsourcing:

The Top Rankers in India
American

Express
Genpact
Accenture
Wipro BPO
Sparsh Intellnet
IBM Daksh
ICICI One source
HCL BPO
WNS
Emphasis
EXL
E-Funds
International

How to handle a customer Over the

phone

by LAST Theory?

Listen to the

customer.
Apologize to the
customer.
Solution.
Thanks the
Customer

Benefits to India:-

INDIA

Tax income
to the
government

FDI inflow

GLOBAL
RECOGNITON

BASIC ISSUES FACED BY THE

BPO FIRMS...

-High attrition level

-Poor infrastructure

-Lack of data protection

laws adherence
-Higher pay packets desired

The road ahead for

Indian
Although countries like China, Philippines
and Ireland have emerged as the close
competitors in the ITES/BPO sector, India
is still the favored market for BPO
companies.

BPO INDUSTRY, A
CONTRAST

Why people prefer to

join BPO?

Did not get a better job.

Find nothing better to do.
Education level doesn't matter
Good work environment
Good Benefits
Flexibility of time
Attractive life style
Transport facility

Why people leave the

BPO?

lack of promotion
For higher Salary
For Higher education
Misguidance by the company
Policies and procedures are
not conducive
No personal life
Physical strains

Why India has turned into a

global outsourcing HUB?

The cheap labour costs

The pool of skilled,

English-speaking Indians
Quality orientation among
players
Friendly tax structure

Thats all from my side. However

your queries are welcome.