BUSINESS PROCESS OUTSOURCING
Introduction:
With the advent of globalization and liberalization of trade policies many major organizations in the West started outsourcing their back office operation to other countries, particularly India, as it was considered that the labor costs were much inexpensive in this part of the world. This is known as business process outsourcing (BPO).
BPOs provide a wide variety of services such as accounting, customer support, telemarketing, insurance processing, data conversion, financial research, human resource, marketing, sales, legal, publications, logistics etc.
The two categories of BPO are back office and front office processes. While the back office processes provide internal business functions; for example, billing and collection, pay-roll, etc, front office processes involve customer-related services.
Eligibility:
The minimum qualification to enter the BPO sector is graduation. And if you would like to work your way up the hierarchy ladder then equip yourself with an MBA degree. Candidates should also be techno-savvy with thorough computer knowledge and be proficient in the English language. Many BPOs provide tailor-made training to their staff to suit their needs and projects.
The growth in BPO sector is so immense that now many training centers have come up with specialized courses to train the job aspirants. These training institutes provide accent and slang training, courses on customer relationship management (CRM), etc.
If you intend to pursue a long-term career in the BPO sector then you require the following skills:
- Accent
- Slang
- Telephone Etiquette
- Telesales Etiquette
- Cyber Grammar
- Interaction Skills
- Customer Relationship
- Marketing Skills
- Management Skills
- Knowledge of Call Centre Terminology
Some of the top-ranking BPO companies are:
WNS Group, Wipro Spectramind, Convergys, HCL Technologies, MphasiS, Sutherland Technologies etc.
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