Final Research Requirement

TOPIC: BPO/Call Center Operations’ Functional

Areas and its Best Practices. Subject Matter 12

to 15 of the Course Syllabus.

• Type-Written

• Short Bond Paper

• Font: Arial, Size 10, Double Space

• Site references – books, journals, website links at

the end of the research

• Deadline: March 10, 2015, Tuesday.

12. Sourcing, Recruitment, Employee Retention, Workforce Management

Overview of BPO Industry Sourcing and Recruitment Process

The Human Resource Requirements of the BPO Industry

Career Opportunities in the BPO Industry

Employee Engagement, Retention and Remuneration

13. Training, Certification, Quality Assurance and Customer Satisfaction

Different Trainings and Certification acquired in the BPO Industry

The importance of Quality Assurance in the BPO Industry

Customer Service and Customer Satisfaction – Voice of the Customers

14. Finance, Marketing, Client Relationship Management

Financial Planning for BPO Industry

Revenue Generation

Marketing BPO services to Local and International

Building Client Relationship

15. Best Practices and Current Trends in the BPO Industry

Best Practices in the functional areas of the BPO Industry

Current Trends and Issues