bpo ppt

Submitted By:Sumeet SinghMBA (Gen) BRoll No. 89

• Thank to Saloni mam and Varun sir

• Thank to Manish and Khushboo

• The Base of ppt is Internet

Outsourcing is sub-contracting a process, such as product design or manufacturing, to a third party company.

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

•Customer Support Services

•Technical Support Services

•Telemarketing Services

•Employee IT Help-desk Services

•Insurance Processing

•Data Entry Service / Data

Processing Service

• Data Conversion Services

• Scanning, OCR with Editing &

Indexing Services

• Book Keeping and Accounting Services

Offshore Outsourcing

Nearshore Outsourcing

Onshore Outsourcing

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."

Nearshore outsourcing is the

practice of getting work done or

services performed by people in

neighboring countries rather than in

your own country

•Onshore outsourcing means obtaining of services from someone outside a company but within the same country.

Focus On Core Activities

Cost And Efficiency Savings

Reduced Overhead

Operational Control

Staffing Flexibility

Develop Internal Staff

Continuity & Risk Management

WHY INDIA ?

•Human Resources

•Language

•Quality Manpower

•Government Policy

•Infrastructure •Cost-effective •Salary In India

•Time Zone Difference

•Back-Office Operations

•Customer Interaction

Services

•Content Development /

Animation

•Medical Transcription

Services

•Other Services

A call centre is a place, whichinteracts with the

customers, either by

making or receiving

calls, for

business purpose

On The Basics Of Geographic level :-

• DOMESTIC: Receiving & Making calls in

same country.

• International :Call made in one country &

received in other

country.

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.

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

• 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.

• IBM Daksh• Reliance BPO• First source BPO• Aegis• Wipro BPO• HCL

• 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+

• Overview:- Subsidiary of Reliance

Communication, providing customer life cycle

management & customer contact solution

• Location:- Mumbai, Chennai

• Employees:- 10000+

• 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

• 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