bpo ppt
TRANSCRIPT
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Submitted By:Sumeet SinghMBA (Gen) BRoll No. 89
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• Thank to Saloni mam and Varun sir
• Thank to Manish and Khushboo
• The Base of ppt is Internet
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Outsourcing is sub-contracting a process, such as product design or manufacturing, to a third party company.
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Business process outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions (or processes) to a third-party service provider
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•Customer Support Services
•Technical Support Services
•Telemarketing Services
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•Employee IT Help-desk Services
•Insurance Processing
•Data Entry Service / Data
Processing Service
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• Data Conversion Services
• Scanning, OCR with Editing &
Indexing Services
• Book Keeping and Accounting Services
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Offshore Outsourcing
Nearshore Outsourcing
Onshore Outsourcing
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Off shoring is a type of outsourcing.It simply means having the
outsourced business functions done in another country.
Offshore simply means "any country
other than your own."
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Nearshore outsourcing is the
practice of getting work done or
services performed by people in
neighboring countries rather than in
your own country
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•Onshore outsourcing means obtaining of services from someone outside a company but within the same country.
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Focus On Core Activities
Cost And Efficiency Savings
Reduced Overhead
Operational Control
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Staffing Flexibility
Develop Internal Staff
Continuity & Risk Management
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WHY INDIA ?
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•Human Resources
•Language
•Quality Manpower
•Government Policy
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•Infrastructure •Cost-effective •Salary In India
•Time Zone Difference
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•Back-Office Operations
•Customer Interaction
Services
•Content Development /
Animation
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•Medical Transcription
Services
•Other Services
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A call centre is a place, whichinteracts with the
customers, either by
making or receiving
calls, for
business purpose
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On The Basics Of Geographic level :-
• DOMESTIC: Receiving & Making calls in
same country.
• International :Call made in one country &
received in other
country.
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On The Basics Of Process :-
• Inbound Call Centre: The inbound call centers are those that only receive the calls usually on toll free numbers from the customers.
• Outbound Call Centre: Outbound call centers
deals with telemarketing and product promotion. It requires technical experience and expertise to ensure the clients that you are the company that is best.
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Some Other Call Centre:-
• Web Enabled Call center :-The market for Web-enabled call centers is burgeoning. Web enabled call centers deal with online transaction and live chat.
• CRM Call Center :- CRM is a worthwhile endeavor to ensure good returns on
investment In a CRM call center, customers communicate in multiple ways that include phone, e-mail,
Web chat, personal sales representative
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• Telemarketing Call Center :- These call centers deal with telemarketing and promotion of services. Their primary goal is to promote sales and customer satisfaction
• Phone Call Center :- They are usually automated call centers that rout the calls and uses IVR technology. They provide 24/7 answering and business services that help keep the customers satisfied.
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• IBM Daksh• Reliance BPO• First source BPO• Aegis• Wipro BPO• HCL
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• Overview:-one of the largest BPO provider in India
offering voice based services ,transaction
processing in CRM and F&A services line.
• Location:- Gurgaon, Bangalore , Mumbai, Pune ,
Kolkata, Chandigarh, Chennai.
• Employees:- 20000+
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• Overview:- Subsidiary of Reliance
Communication, providing customer life cycle
management & customer contact solution
• Location:- Mumbai, Chennai
• Employees:- 10000+
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• Overview:- A leading provider of customer life cycle management across
BFSI, Telecom, Healthcare, and Media verticals.• Location:- Bangalore, Chennai, Hubli, Kochi,
Kolkata, Indore, Mumbai, Pondicherry, and Trichy.• Employees:- 21000+(accrose the world)• Financials:- (2008) US $ 196.5 Mn
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• Overview:- HCL BPO offers a comprehensive range of voice/web based contact and front-office services like technical support services, supply chain management, finance and accounting services, knowledge and legal services, customer life cycle management and more.
• Location:- Noida, Gurgaon, Mumbai, Pune,Chennai, Hydrabad, Chandighar, Kolkata, Bangalore,
• Revenue:- US$ 233.75 Million
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