B P O

PRESENTATION ON PRESENTATION ON BPOBPO

PRESENTED BY –PRESENTED BY –

GAURAV CHATURVEDIGAURAV CHATURVEDI

NARESH AGRAWALNARESH AGRAWAL

BPO & Call CenterBPO & Call Center

Business Process OutsourcingBusiness Process Outsourcing means to do means to do

Outsourcing WorkOutsourcing Work

Call centersCall centers are those whereare those where

Telephone callsTelephone calls are being handledare being handled

BPO Industry facing the BPO Industry facing the challengeschallenges

DefinitionDefinition

Business process Business process outsourcing (BPO) is a outsourcing (BPO) is a

form of outsourcing that form of outsourcing that involves the contracting of involves the contracting of

operations& operations& responsibilities of a responsibilities of a

specific business specific business functions(or processes) to functions(or processes) to

a third- party service a third- party service provider.Originally, this provider.Originally, this

was associated with was associated with manufacturing firms, such manufacturing firms, such

as Coca Cola that as Coca Cola that outsourced large outsourced large

segments of supply chain.segments of supply chain.

BUSINESS PROCESSBUSINESS PROCESS OUTSOURCING(BPO) OUTSOURCING(BPO)BPO is typically categorised BPO is typically categorised into back office outsourcing.into back office outsourcing.

Including Including accounting,Medical accounting,Medical coding&Medical coding&Medical Transcription.Transcription.

How to Enter BPO How to Enter BPO CompanyCompany

One way to go through a One way to go through a recruitment company.recruitment company.

Another way is to pin point Another way is to pin point to good communication skill to good communication skill &confidence. &confidence.

Difference BetweenVoice/Non-voice Difference BetweenVoice/Non-voice BPOBPO

In voice BPO u need to attend a In voice BPO u need to attend a customer calls where u provide customer calls where u provide solution to customer or clients.solution to customer or clients.

Communication level should be higher Communication level should be higher when applying for a voice process.when applying for a voice process.

Non-voice process includes data Non-voice process includes data entry,data management,E-mails entry,data management,E-mails writingwriting

Nature of Nature of workwork Call centres are voice or web based.Call centres are voice or web based.

Either in inbound or outbound Either in inbound or outbound where in calls are received from where in calls are received from made to the customer respectively.made to the customer respectively.

Specialised business processing , Specialised business processing , here calls are made from company here calls are made from company to company.to company.

Areas addressed by call centres are Areas addressed by call centres are sales support , reservations,bank sales support , reservations,bank accounts &tele- sales.accounts &tele- sales.

INBOUND PROCESSINBOUND PROCESS

A inbound call centre is one that A inbound call centre is one that exclusivelyexclusively

Handles inbound calls(calls initiated by Handles inbound calls(calls initiated by the customer)rather than the customer the customer)rather than the customer calls.calls.

A call centre may handle either only A call centre may handle either only inbound or outbound calls or might deal inbound or outbound calls or might deal with a combination of two.with a combination of two.

VCCVCC Email responseEmail response Web based text services& Web based text services& Backroom processingBackroom processing

Outbound processOutbound process

An outbound call centres is one in An outbound call centres is one in which call centre agents make which call centre agents make outbound calls to customer on the outbound calls to customer on the behalf of business or clients.Calls behalf of business or clients.Calls made from the centre can include made from the centre can include telemarketing , sales or fund -telemarketing , sales or fund -raising calls as well as calls for raising calls as well as calls for contact list updating , surveys or contact list updating , surveys or verification services.verification services.

Non-voiced jobsNon-voiced jobsData entryData entryThis requires This requires updating,organizing data based updating,organizing data based on various detail of customers& on various detail of customers& clients.clients.

Transcation Transcation processing:Answering customerprocessing:Answering customer

Queries, enquiries and Queries, enquiries and responding to the complaint responding to the complaint over the E-mails.over the E-mails.

Working condition with BPOWorking condition with BPO

To work in a BPO you must be To work in a BPO you must be prepared for the challenging prepared for the challenging job,which would also require job,which would also require you to work in non-morning you to work in non-morning hours(night shift)hours(night shift)

Because the clients are mainly Because the clients are mainly from UK, US & European from UK, US & European countries.countries.

Call centre exceptsCall centre excepts

Call centre depends onCall centre depends onComputer basic knowledgeComputer basic knowledgeGood communication skills in Good communication skills in

English.English.Keyboard skills(typing speed)Keyboard skills(typing speed)Mathematical skillsMathematical skills

Important areas of trainingImportant areas of training

Accent trainingAccent trainingCommunication skillsCommunication skillsTelephone etiquetteTelephone etiquetteTele salesTele salesCR andCR andCall centre terminologyCall centre terminology

TrainingTraining

It would be given on basic It would be given on basic skillsskills

It is on the It is on the product/services (client product/services (client specific)specific)

Technical fields andTechnical fields andFunctional areas.Functional areas.

INDUSTRY SIZEINDUSTRY SIZE World Bpo size is worth $170-$185bn.World Bpo size is worth $170-$185bn. India has total revenue of $52 bn.India has total revenue of $52 bn. India has revenues of $15.7 billion from has revenues of $15.7 billion from

offshore (which is 7-8% of total Bpo offshore (which is 7-8% of total Bpo indu.)indu.)

Has a commanding 63% 0f total Has a commanding 63% 0f total offshoreoffshore

Indian Bpo increasing with a rate of Indian Bpo increasing with a rate of 32% where world is with mere 28%32% where world is with mere 28%

TOP 10 INDIAN COMPANIESTOP 10 INDIAN COMPANIESSI. NO. COMPANY REVENUE(Rs.cr.)

1. GENPACT 2220

2. TRANSWORKS 1510

3. IBM DAKSH 1260

4. TCS BPO 1107

5. CAMBRIDGE SOLUTIONS 1000

6. WNS GLOBAL SERVICES 990

7. WIPRO BPO 935

8. CONVERGYS INDIA 890

9. FIRSTSOURCE 809

10. HCL BPO 746

INDIA A HOT OFFSHORE DESTINATIONINDIA A HOT OFFSHORE DESTINATIONsalary differentiation INDIA Vs USAsalary differentiation INDIA Vs USA

DESIGNATION USA INDIACCRs 70-80000 pm 8000-15000pm.

Team leaders 1-1.2 lacs pm. 17000-26000pm.

Training heads 4-5 lacs pm. 8-12lacs PA.

Training mgrs 3-4 lacs pm. 5-8lacsPA.

Trainers 1-2 lacs pm. 2-5lacsPA.

ImagesImages

Now u can ask questionsNow u can ask questions

Thanks to Dharmendra sir dt Thanks to Dharmendra sir dt he gives me precious he gives me precious

oppurtunity.oppurtunity.