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STUDENT- PGDMINSTITUTE OF MANAGEMENT STUDIES, NOIDA

Prepared by –1.RAVISH ROSHAN (atulravish@gmail.com),9968009808 (m

ail ur comm

ents, please)

CALL CENTRES …..a new world

Presented by……Ravish Roshan

IntroductionIntroduction Business process outsourcing (BPO) is the

contracting of a specific business task, such as human resources and customer service, to a third-party service provider.

This allows companies to focus on their core business processes.

BPO is implemented as a cost-saving measure for tasks that a company requires.

The BPO sector is one of the hottest sources of employment today. In this booming industry, there are a variety of opportunities catering to people from various backgrounds and educational qualifications.

Call centers also centralize the technology needs of companies, ( telecommunications setups to be installed in a small handful of call centers ) making upgrades and training easier to complete.

Call centers employ many staff in customer service, sales and support functions.

BPO Categories

It is often divided into two categories:

- Back Office Outsourcing which includes internal business functions such as billing or purchasing.

- Front Office Outsourcing which includes customer-related services such as marketing or tech support.

THE RANGE Contrary to common misconceptions that BPOs only offer

limited exposure, there is actually a wide range of functional areas from which people can choose to build their careers.

Operations management Business development Training and development Human resource management Finance and accounts Information technology and systems

THE QUALIFICATIONS

High school graduates Bachelor degree holders from various backgrounds,

including Science, Arts, Commerce, Social Sciences, etc Engineers and technical diploma holders Degrees/diploma holders from professional

colleges/polytechnics MBA graduates and chartered accountants Other post-graduate and doctoral degree holders

Salary and other benefits

Another important factor which attracts MNCs to outsource their work to India is the salary in Indian BPOs and IT industry. Here is a brief summary of salary in Indian BPOs…….

Customer Care Representatives- Rs 8,000 - Rs 15,000 per month

Team Leaders- Rs 17,000 - Rs 26,000 per month

Managers- Rs 3 Lakhs - Rs 5.5 Lakhs per annum

Training Heads- Rs 8 Lakhs - Rs 12 Lakhs per annum

Training Managers- Rs 5 Lakhs - Rs 8 Lakhs per annum

Trainers- Rs 2 Lakhs - Rs 5 Lakhs per annum

ACCOMODATION

Incentives

Handsome money for referring

Sponsorship for further higher education

Foreign tour

Extra money for extra work

Personnel Management

Large numbers of workers can be managed and controlled by a relatively small number of managers and support staff. They are often supported by computer technology that manages, measures and monitors the performance and activities of the workers.

Good and healthy environment to work Moral support Free one time meal Stress management Proper fitness program Free cab facility

Call centres have been aided by a range of telecommunications and computer technologies, including –

automatic call distribution (ACD)interactive voice response (IVR)computer telephony integration (CTI)customer relationship management (CRM)

MYTHS AND REALITY

There are many perceptions (and misconceptions) about this industry, some of them are –

THE TRUTH• Offers top class compensation and faster growth in packages than almost any other industry in India today

• Enables youngsters to have fast-track careers, with higher levels of responsibility being delegated at fairly early stages in their careers

• Everything is measured

• Process-oriented industry

• The industry is largely dominated by youngsters between 20 and 25 years for agents and 25 and 30 years for most middle management• Sex,drugs and lifestyle

THE REALITIES

• Another dotcom phenomena

• Jobs are at risk

• Losing its competitive advantage

• Night shifts

• Monotonous jobs

• IT enabled services environment results in various health-related ailments

• Call centres and BPOs as a short-term career

• Limited career opportunities

How to choose right BPO to work at

The management team: This is perhaps the strongest indicator about the viability and future growth of a BPO

Quality of infrastructure: Determine the quality of the infrastructure that the company has developed in India and overseas

Financial stability: A strong client list is always a very positive sign– if top global corporations are willing to place their trust in the company, that organisation must be financially and operationally strong

Work Culture: There should be proper information about the work culture and ethics of the company

Specific roles available: once you understand the organisational aspect, you must understand the specific role being offered by the company

Advantages Excellent remuneration packages worth Rs

8,000 to Rs 15,000 per month for entry level positions

Fast track career growth option, with promotion/salary increment every six to 12 month

Opportunity to work for international corporation, supporting their customers and learning from their global best practices.

Call centre & health problem

Many Indian who works in a call centre are exposed to a host of health because of time difference between India and the United States

Such odd hour bring in a host of health problems including digestive diseases, hair loss, back pain problem and stress

• orthopedic problems and sharp increase in smoking are common features

Working condition in BPO

•Very hectic schedule•Late night working•high stress levels•Case of molestation

In a nutshell

Financial independence and being outside home at night may entice some to experiment with sex or drugs. But in today’s age, when MMS scandals of school-going teenagers, actors and small town students are often coming to light, is targeting people from a particular sector truly fair?