BPO ( Business process Outsourcing ) is the marvel of the modern age, which has made the world a truly global village. While a person from ...
BPO (Business process Outsourcing) is the marvel of the modern age, which has made the world a truly global village. While a person from America lives in USA, imagine his bank balance being maintained by one of us here!
What is BPO and how can it help you to gain a source of livelihood? This post and the sequel tries to answer this question. Do BPO and Call Centre mean the same thing? This post would try to clarify some wrong held notions about BPO..
At first let us understand what is BPO:
When you as a student grow up and begin working, a certain part of your income would be taxable. How to get tax benefits? You go for a Income-Tax practitioner, take his help for a certain amount of fee. In other words, you outsource some of your work to the Income-Tax practitioner. Now if this person lives in the same country as yours, this process would be an on-shore outsourcing.
But if you find some one else (another Income-Tax practitioner) from some other country, who would charge less fee but give you the same benefit, naturally you would go for that practitioner. If you do so, that process would be an off-shore outsourcing.
With above understanding of what is called an individual “on-shore outsourcing” & “off-shore outsourcing”, let’s find what happens in an Industry level.
Large industries of the most developed countries in the world, in a similar way as illustrated above for an individual, out-sources part of their works primarily for cutting down their cost so that they becomes more profitable. How is the cost cut down? Because they have to pay less to an Indian compared to an American to get the same job done – 1$ = Rs. 40/=. Simple, is not it?
What jobs are outsourced?
After knowing what a BPO is, you must naturally be wondering what jobs are outsourced (since these are the jobs you would do, if you join a BPO firm). Is not it?
The jobs at a BPO industry can be divided primarily into two types:
1.Front office processes.
2.Back office processes.
Lets go into more detail of these two.
Front office processes:
As the terms imply, in Front office processes, most of the job involves direct interaction with the customers/clients of the company which outsources. For example, the customer of an Insurance Industry (who had outsourced this work) calls up and queries what is his premium status and you as an employee of the firm (say WIPRO BPO) answer it.
At right is a list of Front office processes. If you need more detailed examples, download this NASSCOM's BPO Career Guide.
Back office processes:Back office processes on the other hand involves those jobs in which you interact with the employees of the company which outsources, rather than their customers. The examples include Data Entry Services / Data Processing Services, Data Conversion Services etc.
At left is a list of Back office processes. If you need more detailed examples, visit this Download "NASSCOM's BPO Career Guide"site.
If above is BPO what is a Call Centre than?
A Call centre is one of the ways by which a BPO firm provides its service on behalf of the outsourcing firm, primarily for Front Office Jobs - which involves direct interaction with the customers on phone. Yes, as the term "Call Centre" implies, it handles both inbound phone-calls (say for tech-supports, order status etc.) and outbound phone-calls (say for Lead generation to find more customers).
Would you like to see a very funny video on a call centre just to know how a call centre looks like? Following is a YouTube video in which a NBC TV worker lands up all the way from US to Hyderabad, as the Tech-support of NBC is located in this city..
From above, it must be clear to you that a “Call Centre” is just only one method by which a BPO firm provides their service.
With above understanding of what a BPO industry is, you must naturally be wanting to know what is in it for you and where to go seraching for a BPO job… you can find it in this post.
What is BPO and how can it help you to gain a source of livelihood? This post and the sequel tries to answer this question. Do BPO and Call Centre mean the same thing? This post would try to clarify some wrong held notions about BPO..
At first let us understand what is BPO:
When you as a student grow up and begin working, a certain part of your income would be taxable. How to get tax benefits? You go for a Income-Tax practitioner, take his help for a certain amount of fee. In other words, you outsource some of your work to the Income-Tax practitioner. Now if this person lives in the same country as yours, this process would be an on-shore outsourcing.
But if you find some one else (another Income-Tax practitioner) from some other country, who would charge less fee but give you the same benefit, naturally you would go for that practitioner. If you do so, that process would be an off-shore outsourcing.
With above understanding of what is called an individual “on-shore outsourcing” & “off-shore outsourcing”, let’s find what happens in an Industry level.
Large industries of the most developed countries in the world, in a similar way as illustrated above for an individual, out-sources part of their works primarily for cutting down their cost so that they becomes more profitable. How is the cost cut down? Because they have to pay less to an Indian compared to an American to get the same job done – 1$ = Rs. 40/=. Simple, is not it?
What jobs are outsourced?
After knowing what a BPO is, you must naturally be wondering what jobs are outsourced (since these are the jobs you would do, if you join a BPO firm). Is not it?
The jobs at a BPO industry can be divided primarily into two types:
1.Front office processes.
2.Back office processes.
Lets go into more detail of these two.
Front office processes:
As the terms imply, in Front office processes, most of the job involves direct interaction with the customers/clients of the company which outsources. For example, the customer of an Insurance Industry (who had outsourced this work) calls up and queries what is his premium status and you as an employee of the firm (say WIPRO BPO) answer it.
At right is a list of Front office processes. If you need more detailed examples, download this NASSCOM's BPO Career Guide.Back office processes:Back office processes on the other hand involves those jobs in which you interact with the employees of the company which outsources, rather than their customers. The examples include Data Entry Services / Data Processing Services, Data Conversion Services etc.
At left is a list of Back office processes. If you need more detailed examples, visit this Download "NASSCOM's BPO Career Guide"site.If above is BPO what is a Call Centre than?
A Call centre is one of the ways by which a BPO firm provides its service on behalf of the outsourcing firm, primarily for Front Office Jobs - which involves direct interaction with the customers on phone. Yes, as the term "Call Centre" implies, it handles both inbound phone-calls (say for tech-supports, order status etc.) and outbound phone-calls (say for Lead generation to find more customers).
Would you like to see a very funny video on a call centre just to know how a call centre looks like? Following is a YouTube video in which a NBC TV worker lands up all the way from US to Hyderabad, as the Tech-support of NBC is located in this city..
From above, it must be clear to you that a “Call Centre” is just only one method by which a BPO firm provides their service.
With above understanding of what a BPO industry is, you must naturally be wanting to know what is in it for you and where to go seraching for a BPO job… you can find it in this post.
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