B P O

PRESENTATION ON
BPO

PRESENTED BY –
GAURAV CHATURVEDI
NARESH AGRAWAL
 BPO & Call Center

Business Process Outsourcing

means to do

Outsourcing Work

Call centers are those where

Telephone calls are being handled
BPO Industry facing the
challenges
Definition
Business process
outsourcing (BPO) is a
form of outsourcing that
involves the contracting of
operations&
responsibilities of a
specific business
functions(or processes) to
a third- party service
provider.Originally, this
 BUSINESS PROCESS
OUTSOURCING(BPO)
BPO is typically
categorised into back
office outsourcing.

Including
accounting,Medical
coding&Medical
 How to Enter BPO
Company
One way to go through a
recruitment company.

Another way is to pin point

to good communication skill
&confidence.
 Difference BetweenVoice/Non-voice
BPO

 In voice BPO u need to

attend a customer calls
where u provide solution to
customer or clients.
 Communication level should
be higher when applying for
a voice process.
 Nature of

work
Call centres are voice or web
based.
 Either in inbound or
outbound where in calls are
received from made to the
customer respectively.
 Specialised business
processing , here calls are
made from company to
company.
 INBOUND PROCESS
A inbound call centre is one that
exclusively
 Handles inbound calls(calls
initiated by the customer)rather
than the customer calls.
 A call centre may handle either
only inbound or outbound calls or
might deal with a combination of
two.
 VCC
 Outbound process

 An outbound call centres

is one in which call centre
agents make outbound
calls to customer on the
behalf of business or
clients.Calls made from
the centre can include
telemarketing , sales or
 Non-voiced jobs
Data entry
This requires
updating,organizing data
based on various detail
of customers& clients.
Transcation
processing:Answering
customer
 Working condition with BPO

Towork in a BPO you

must be prepared for
the challenging
job,which would also
require you to work in
non-morning
hours(night shift)
 Call centre excepts
 Callcentre depends on
 Computer basic knowledge
 Good communication skills in
English.
 Keyboard skills(typing speed)
 Mathematical skills
 Important areas of training

 Accent training
 Communication skills
 Telephone etiquette
 Tele sales
 CR and
 Call centre terminology
 Training

It would be given on

basic skills
It is on the
product/services (client
specific)
Technical fields and
Functional areas.
 INDUSTRY SIZE
 World Bpo size is worth $170-
$185bn.
 India has total revenue of $52 bn.
 India has revenues of $15.7 billion
from offshore (which is 7-8% of total
Bpo indu.)
 Has a commanding 63% 0f total
offshore
 Indian Bpo increasing with a rate of
32% where world is with mere 28%
TOP 10 INDIAN COMPANIES
SI. NO. COMPANY REVENUE(Rs.cr.)

1. GENPACT 2220
2. TRANSWORKS 1510
3. IBM DAKSH 1260
4. TCS BPO 1107
5. CAMBRIDGE SOLUTIONS 1000
6. WNS GLOBAL SERVICES 990
7. WIPRO BPO 935
8. CONVERGYS INDIA 890
9. FIRSTSOURCE 809
10. HCL BPO 746
 INDIA A HOT OFFSHORE DESTINATION
salary differentiation INDIA Vs USA

DESIGNATION USA INDIA

CCRs 70-80000 pm 8000-15000pm.
Team leaders 1-1.2 lacs pm. 17000-26000pm.

Training heads 4-5 lacs pm. 8-12lacs PA.

Training mgrs 3-4 lacs pm. 5-8lacsPA.

Trainers 1-2 lacs pm. 2-5lacsPA.

Images
Now u can ask questions
Thanks to Dharmendra sir dt
he gives me precious
oppurtunity.