BPO

ARCHANA SHAKYA
(BPO TRAINER )
BPO INTRODUCTION

Business process outsourcing (BPO) is a subset of

outsourcing that involves the contracting of the
operations and responsibilities of specific business
functions (or processes) such as payroll, customer
service, accounting, data recording and much more to a
third-party service provider.
BPO CATEGORIES
•Back Office Outsourcing :which includes
internal business functions such as billing or
purchasing.
•Front Office Outsourcing :which includes
customer- related services such as marketing
or tech support.
Models of Outsourcing

OFF SHORE
ON SHORE
NEAR SHORE
OUT SOURCING ADVANTAGES &
DISADVANTAGES
ADVANTAGES DISADVANTAGES
•  Cost reduction • Poor quality control
• Concentration on core of business • Decreased company loyalty business
• Outside expertise • Lengthy bid process
• Accommodate to changing customer • Loss of strategic alignment
demands
• Revenue increase
 Duties and Responsibilities
There are a wide range of duties and responsibilities
which have to be fulfilled by a BPO professional and
so here are the basic duties and responsibilities, as
follows:
• The primary and basic duty is to manage all the
daily tasks and work of the BPO call centre.
• Heor she has the duty to discuss every complicated
mater with the supervisors, team leaders, people in
charge, and other professionals effectively to settle
the important issues.
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• He or she has to work for lessening the number of

mistakes or errors so has to monitor day to day
calls.
• Theresponsibility also includes carrying out the
professional services, like legal services, business
research, and management consulting and financial
analysis.
• He or she has to provide effective customer service
such as handling complicated customer queries,
issues, complaints, and questions.
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• The
duty includes enabling the enterprises to bring
down the lead times of design-to-market and
managing critical hardware efficiently.
• He or she needs to set the effective goals aiming for
better quality, escalating sales, high speed and
efficiency.
• Heor she has to work for the staff as well such as
motivating and inspiring the staff, providing bonus,
rewarding schemes, etc and make exams of their
performance statistically.
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• It
is the major responsibility of a person is to keep
abreast and thorough knowledge of developments in
industry and their inner networking.
 Skills and Specifications
There are the following skills and specifications which are required in a
candidate desiring to do the job of a BPO professional and they are as
follows:
• The person should be an excellent communicator and so should have
skills both verbally and written.
• He or she should necessarily have excellent basic computer knowledge.
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• He or she should be able to adapt to perpetual changes in KPO sector.
• The person needs to be very patient and motivated towards the work.
• He or she should be very clear about the technical skills and related
area.
• The person needs to have required knowledge regarding the current
market setting.