We all know that the BPO sector is one of the booming industries. BPO is growing day-on-day and catering to the services of almost the entire Nation.
Customer Service is one important characteristic, which is mostly required in the Public and Private Sectors.
Mostly, Call Center and BPO are thought to be the same. But this is not correct. A Call Center can be a BPO, but BPO cannot be called a Call Center. This is due to the wide range of services provided by the BPO.
What is BPO?
What is the work done in the BPO?
What are the types of BPO?
Are few of the questions which one is curious to know? All these will be covered.
BPO Stands for
BPO stands for Business Process Outsourcing. It refers to the contracting of business/task of one Company or Organisation to another third-party service provider.
Work/Task is outsourced to a third party called BPO. It is to reduce costs for the company including saving time and space.
The Brand Company can now focus its time and energy on improving the quality of its products. At the same time on services to maintain its position in the market.
Why is BPO important?
The importance of BPO has led to its growth from a small venture to one of the Leading organisations. It contributes to the Country’s economy in growth, revenue and employment opportunities.
It boosts the company’s services – sales, support or service.
It enables companies to focus more on the quality and performance of their products.
It allows the company to focus more on the core and essential services.
At the same time outsourcing, the non-essential services.
These non-essential services include
Email
Support
Record keeping
Accounting
The objective of the company in outsourcing services is mainly to
Save Money
Save Time
Save Energy
Grow Business
Speed up the process
The BPO industry is to grow more in the coming 10 years. It has a bright future ahead.
History of BPO
BPO outsourcing made its first impact in the late 1980s. Eastman Kodak started with outsourcing of IT systems services which was the first move for the Industry.
It was the success of Kodak’s which resulted in other organisations making a similar move and leveraging the BPO service providers.
BPO in India
BPO in India started growing in the late 1980s and since then it has been growing. It is expected to grow rapidly in the coming 10 years.
Raman Roy has been credited as the founder of BPO in India. he is referred to as the Father of the Indian BPO Industry.
India has become one of the best-sought options for offshore ITES and BPO industry.
This is possible due to the availability of:-
The extremely talented pool of workforce.
Low costs for the service.
Quality service delivery.
These three reasons have led to accelerated growth of the BPO Industry in India.
It has led to an increase in employment opportunities in India. It has employed nearly 4 million people in India, the number continues to grow. It will continue to grow in the coming years ahead.
Top BPO In India
Genpact
TCS
Accenture
Infosys IBM
Wipro
WNS
Concentrix
EXL services
TCS
Teleperformance
BPO TYPES
It is of two major types which many of us are aware of:-
Domestic
It refers to catering services to local markets within a state or Country
International
It refers to catering services to the international market, in other countries
Besides this, there are further classifications based on the Location and Function.
Types – Based on Location
Offshore – Task contracted outside the company’s own country.
Nearshore – Task contracted to the company’s neighbouring country.
Onshore – Task contracted within the company’s own country.
Types – Based on Service
Back Office
There is no direct interaction with the customer. Although they work to provide customer support. often known as the Backend Team. It is mainly for internal business.
The below functions form a part of the Back Office Job.
Data Entry – The process of information input or updating records in the computer. It is useful to save and maintain the database.
Data Management – The process of collecting data, organising it and accessing it later to support productivity, data analysis and decision-making.
Surveys – It is the method of collecting information in the form of questions. It helps to get customer thoughts on particular products, their services and the scope of improvement.
Payment Processing – It refers to all the steps required for proper payment transfer using the payment gateway. The setting of automatic payment clearing.
Account support – It aims at managing customer accounts. It could be either an account in banks or an account in companies or organisations.
Front Office
There is direct interaction with the customer. They resolve queries on call while taking requests and complaints and forwarding them to the Back Office team for complete resolution.
The below functions form part of the Front Office job.
Appointment scheduling – It helps to schedule appointments, meetings and bookies for the companies.
Inbound – It refers to attending customer calls. The call is made by the customer either on the toll-free or chargeable number.
Outbound – It refers to a call made to the customer. It can be either follow-up calls on issue resolution. Even service-related reminder calls
Email – It refers to attending to customer queries and complaints using the email channel
Chat – It is the direct real-time discussion with the customer to resolve their concerns and queries.
Why is there a need for Outsourcing?
There are different Companies in the market selling their products, goods and services to the customer. Their main focus is to maintain the quality of the products, goods and services and increase their customer database.
To do this they outsource i.e. seek the help of different companies who are experts with all available infrastructure. We call them BPO and assist them in non-essential services.
BPO has all the facilities for providing services to the customers:-
Receiving calls from these customers.
Making calls to contact customers.
Maintain a database like call recordings, customer details, and feedback.
BPO helps to identify the concern areas highlighted by the customer. Mainly during interaction in the form of feedback i.e. Query/Complaints/Request.
These are filtered so that the Brand company can work on these feedback and Loopholes to increase their product/ Service quality and hold on to customers without losing them.
The Brand Company does not directly engage with the customer initially but does engage according to the severity of the complaints and feedback.
Request/Query/ and small complaints are resolved by the associates in BPO.
This saves the Brand from these hassles and thus they focus and maintain the Quality of Products and in the end Customer Satisfaction.
Outsourcing Options
Offshore Outsourcing
Nearshore Outsourcing
Onshore Outsourcing
Conclusion
BPO has a lot of scope for growth. It is already growing at a fast pace. It will generate more employemnt in the IT field.
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