CALL CENTER

AND
BUSINESS PROCESS
OUTSOURCING
INTRODUCTION
BPO (Business Process Outsourcing) is a
form of outsourcing that involves the
operation and responsibilities of specific
business function (or process) to third
party service provider . BPO is typically
categorized into back office outsourcing
including Accounting , Medical
Transcription .
Nature of Work
Call Center are voice or web based .
Either inbound or outbound where in calls
are received from and made to the
customers respectively specialized in
business processing ,
here calls are made from company.
Areas addressed by call centers are sales
support, reservations, bank accounts and
telemarketing.
Basics

Definition of Call Centers
Organization to achieve a higher
state of service to the Customers.
Focus on telephone activities.
Improving acceptance of products
Customers are more likely to return .
Working Conditions With BPO

To work in a BPO you must be prepared
for the challenging jobs, which would also
require you to work during non morning
hours (night shifts)
Because the clients are mainly from U.K,
U.S A and Europe Countries .

Types of Call Center

Types of Call Center
Inbound Call Center
Outbound Call Center
In- and Outbound Call Center
Inbound Call Center


Tasks:
Information services
Booking and ordering services
Complaint- and reclamation management
Service department
Emergency
Support service
Outbound Call Center

Tasks:
Generation and validation of new
customer addresses.
Prevent cancellations.
Getting new customers..
Market research
Sale / Make appointments
Promotion
In- outbound and Call Center


Combines the characteristics of in- and
outbound Call Centers.
If a Call Center doesnt use all its capacity
On inbound activities, it act like outbound
Call Center, too.
Call Center Expects

Call Center interviews depends on
computer basic knowledge .
Good Communication skills in English .
Keyboard skills (typing speed) .
Mathematical skills etc.
Technical systems


Automatic Call Distribution (ACD)
Automatic Number Identification (ANI)
Computer Telephony Integrated (CTI)
Risk of juristic issues
Data of citibank customers was sold by Indian Call
Center companies
Decrease of trustiness.
Security issue.
Solution:
Group leader do a quality check based on key words
Juristic checkups in foreign countries
Social differences must be included