Career in Business Process Outsourcing

Due to globalisation 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 BPO jobs have come up for youngsters.

Swanky call centres have mushroomed in several cities of our country, as India has become a hot destination for Business Process Outsourcing (BPO). Several multinational companies have set up shop in India creating huge employment opportunities.

If you are a person who is techno – savvy parts 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. You will get to live a fast paced life and also earn a big amount as salary, right from the day you join in your job.

The philosophy behind Business Process Outsourcing (BPO) is very specific – an organisation should concentrate on doing what it specialises in, and outsource rest of the work processes.

Therefore, BPO is the process whereby an organisation retains the core activity to itself and outsources the peripheral activities at a low cost. This helps in maximising, opportunities, reducing costs and minimizing risks.

Harvard Business Review has identified outsourcing as one of the most important management ideals 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.

Apart from call centres, function outsources include purchasing and disbursement, order entry, billing and collection, human resources administration, cash and investment management, internet audit, pay – roll, tax compliance and so on.

In India, the BPO industry is mainly concentrated in the services sector which has led to the mushrooming of call centres in the country.

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 generalized 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.

Eligibility for BPO Vacancies :

The eligibility criteria for getting admission into most call centre training programs is the successful completion of 10+2 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. But sound computer literacy is what many institutes ask for in candidates.

Aptitude :

An excellent command over the English language is the main skill required in BPO field. Moreover, one should also have very good communication skills. Knowledge of consumer behaviour and marketing skills are equally important in Business Process Outsourcing 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 BPO courses in call centre training are available at institutes all across the country. Business Process Outsourcing Courses in call centre training are available more readily in the metros and those cities of India where the BPO 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.

Business Process Outsourcing course incorporate intense training in listening skills, accent neutralization, 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.

Prospectus for BPO Careers :

The BPO 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.

According to an estimate by the National Association of Software and Service Companies (NASSCOM), the Indian BPO sector will generate 1.1 million Business Process Outsourcing 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. With a few years of work experience, one can graduate from a telecalling executive position to a managerial position in the industry.

Career in BPO – Remuneration :

As a fresher, one will get a salary ranging between Rupee7, 000 and Rupee10, 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 Rupee10, 000 and Rupee15, 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 destination for Business Process Outsourcing 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 jobs in the future.

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