Business Process Outsourcing BPO
Due to globalization and liberalization, there are now a plethora of job avenues thrown open for youngsters in several sectors of the Indian economy. The Information Technology sector is one where a large number of jobs in BPO have come up for youngsters.
If you want exposure to global business environment and take on large mandates at the beginning of your career, Business Process Outsourcing industry opens the door for you.
This is the reason why so many swanky call centres have mushroomed in several cities of our country India has become a hot destination for Business Process Outsourcing Several multinational companies have set up shop in India creating huge minimized the worry of unemployed urban youth.
So, if you are a person who is teclmo – sarvy and also takes a keen interest in maintaining links with people from several parts of the world, a career in BPO industry is the right job for you and also earn MBA courses and quick – promotion opportunities right from the day you get your job.
Business Process Outsourcing industry is demanding as well as rewarding for those who have right approach and attitude.
The philosophy behind Business Process Outsourcing (BPO) is very specific – an organization should concentrate on doing what it specialises in, and outsource rest of the work processes.
Therefore, BPO is the process whereby an organization retains the core activity to itself and outsource the peripheral activities to be done at places where there is adequate skill available to do those activities at a low cost. This helps in maximizing opportunities, reducing costs and minimizing risks.
India has become a global ITes hub as it is one of the few developing economies with cheap labour and most importantly, large number of English – speaking workers. In 2006 – 07, India’s ITes BPO exports increased by around 33.5 percent to register revenues of $8.4 billion. By the end of 2007 – 08, the exports are expected to touch $10.5 – 11 billion mark.
This embarks 25 percent growth rate in this industry. Popularly known as Call Centres, BPOs are the centres which are equipped with adequate telecom facilities, trained skilled manpower, ample database, Internet facility, on-line information support infrastructure in order to perform several customer – oriented activities.
Harvard Business Review BPO has identified outsourcing as one of the most important management ideas of the past seventy – five years. BPO saves precious management time and resources and allows to focus upon building core competencies.
Further, it leads to more profits, increased share value, greater efficiency and better services. Therefore, more and more companies are moving their non-core business processes to other companies. The list of functions, therefore, has been increasing day by day.
Other than BPO, Knowledge Process Outsourcing (KPO) is also one of the major sectors of ITes. KPO industry now-a-days in giving a tight competition to BPO industry. BPO, on one hand, is about repeatable processes which needs.
Call Centre Training Modules
- Accent Training
- Listening Skills
- Accent Neutralisation
- Slang Training
- Telephone Etiquette
- Telesales Etiquette
- Cyber Grammar
- Interaction Skills
- Customer Relationship
- Management Skills
- Call Centre Terminology
quick learning where as KPO is about indepth knowledge which needs regular learning. BPO jobs are less challenging than KPO jobs as KPO provides domain knowledge, business expertise and process expertise which requires analytical and highly specialised skills.
Thousands of people work in BPOs where as KPOs iave less work force. In KPOs, there is a constant involvement with clients where as in BPOs there is less involvement with clients. KPOs usually recruit postgraduates and specialists while BPOs also rake freshers or graduates.
The BPO services can be bifurcated in two categories – back office processes and front office processes. The back office processes include internal business functions such as purchasing and disbursement, order entry billing and collection, human resources administration, cash and investment management, Internet audit, pay – roll, tax compliance and so on.
Front office processes, on the other hand, are customer – related services which include marketing or technical support. In India, the Business Process Outsourcing industry is mainly concentrated in the services sector which has led to the mushrooming of call centres in the country.
The booming BPO industry includes many major firms like $2.8 billion, New York Stock Exchange-listed Converges with clients in 70 countries, operations in 35 languages and 74,000 employees; Genpact having more than 30,000 employees working in 25 languages; EXL Services having more than 9000 employees; 24 / 7 Customer having more than 5,000 employees in eight global centres; WNS, a global company with revenues in excess of $352 million and Firsisource Solution with more than 14,000 employees and revenues of more than 840 crore.
India has become the obvious choice of companies world over for Business Process Outsourcing because the country has one of the largest pools of English – speaking scientific and technical talent.
There are many multinational companies like American Express, IBM and British Airways which are taking advantage of low costs in India while setting up call centres. According to one estimate, about 82 percent of the US companies rank India as their first choice for software outsourcing.
What is heartening is that 40 percent of the Fortune 500 companies outsource business processes to India.
A call centre is a generalised term and is referred to as a refined voice operations setting that provides a full range of high volume, inbound or outbound call handling services.
A call centre can be a help desk, information line, reservation centre or a customer service centre. The environment in a BPO industry enables one to learn key managerial skills such as people management, time management, effective communication, multi tasking etc.
Eligibility for BPO Jobs:
The eligibility criterion for getting admission into most call centre training programmes is the successful completion of 10 +12 or the Bachelor’s Degree.
However, no specific educational qualifications are required in order to work in a call centre as a customer service officer / operator; call centre adviser / representative or customer service representative. Here, personal skills of an individual are preferred over his academic qualifications.
The strength and the capabilities of an individual are most prized in the BPO industry. But sound computer literacy is what many organisations ask for in candidates.
An excellent command over the English language including clarity of speech and grammar is the main skill required in this field. Moreover, one should also have very good communication skills, Knowledge of consumer behaviour and marketing skills are equally important in this profession.
One should also be unfailingly polite and reasonably intelligent. Since working in an international call centre entails long and odd work hours, patience and hard work are the essential qualities required in one who wants to make one’s career in BPO industry.
Business Process Outsourcing Courses:
Various call centre training courses are available at institutes all across the country. Courses in call centre training are available more readily in the metros and those cities of India where the Business Process Outsourcing industry is flourishing.
Various BPO job oriented training programs like Customer Relationship Management (CRM) and Customer Handling are imparted using state-of-the-art learning methods. Depending upon the kind of project, one is expected to work in, the training duration can be anything between two weeks and twelve weeks.
BPO courses incorporate intense training in listening skills, accent neutralisation, accent modification, telephone etiquette, telesales etiquette, cyber grammar, interaction skills, customer relationship, management skills and call centre terminology.
One will also be given a thorough knowledge about the products of the company one will be working for. A training in ‘slangs’, which a caller is likely to use, is a must in a call centre training program.
Prospects for BPO Careers:
The Business Process Outsourcing industry is one which always offers a job to a fresher at a high salary. The BPO industry is growing by leaps and bounds in India and the prospect of finding employment with a good company is really bright.
The ITes BPO industry has employed 1.38 lakh people in 2006 – 07, which has raised the total number of ITes – BPO employees to about 5.53 lakh.
According to an estimate by the National Association of Software and Service Companies (NASSCOM), the Indian BPO sector will generate 1.1 million BPO jobs by 2008.
One is always in demand by competing companies and business houses if one has acquired the right blend of skills from a good training institute. Large BPO companies offer ample opportunities for career progression based on merit.
An employee can learn and also contribute to its growth with the help of dozens of process trainings given within the organisation. Work experience, one can graduate from a telecalling executive position to a managerial position in the BPO industry.
If an individual starts his career, as a customer service representative, he can easily become a team – leader within a year if he / she performs in his / her job.
Here, he / she has to lead a team of 10 – 25 members and shoulder the responsibility for key deliverables, client satisfaction and the profit / loss of the process.
After gaining experience as a team leader, the individual can move to the next step of career growth ladder as the manager of a process or training. A manager can further rise by becoming a head of the process and later as a head of overall operations.
The BPO industry develop good domain expertise in people and give them the exposure to the global markets. With a few years of work experience, one can graduate from a telecalling executive position to a managerial position in the industry.
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Career in Business Process Outsourcing – Remuneration:
As a fresher, one will get a salary ranging between 7,000 and 10,000 in a domestic call centre. In an international call centre, however, one will be able to start one’s career with a higher salary range in between 10,000 and 15,000 per month.
The salary is even higher when one is promoted to the position of a team leader within a call centre.
A job in BPO industry is highly rewarding in terms of money. India, due to its low operational costs in terms of money, has emerged as a preferred I destination for outsourced jobs, leaving other countries of Asia far behind.
India, due to its advantage over other countries in terms of brain power and proficiency in the English language, will remain a hot destination for outsourced Business Process Outsourcing jobs in the future.