Let's again go back to the basics and understand this in detail. While I am using the term BPO very often, I also want to talk very briefly about the difference between a BPO/BPM and contact center. Example: Company A: This is a US telecom company that sells monthly subscriptions to customers and selling the subscription includes the following: Lead Generation: Finding the customers Sales: Getting in touch with the customer, explaining various subscriptions to them and eventually getting the customers onboard Billing & Collection: Sending monthly invoices and collecting payments Customer Service: Servicing customers by handling their queries and addressing complaints to ensure that the customers are happy For this kind of a business the company will have to set up various departments and teams and maintain large pools of staff. Let's take a look: Lead Generation Team Back-office Research team for online research team Calling team that calls the customer...
Today more than 5% jobs are given by Business Process Management companies which were initially called BPOs but people's knowledge about this industry is very limited. This blog is an attempt to educate everyone about BPMs or BPOs and address all the questions asked or doubts raised on this subject on social media. A lot of input is taken from Quora as so many people on Quora want to know about this Industry.