BPO to Long Term Career

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...

Business Process Outsourcing Companies are like any other corporate companies with various levels and organization structure that has: Freshers Seniors Middle Management Senior Management Top Management I joined a BPO in 2001 and now I am a part of Senior Management of an organization which is not a BPO though. In my blog, I am going to answer the following questions: Who can join a BPO ? Educational Qualification, Skills, Other needs BPO Industry is one of the few that employs people with any degree or qualification with a minimum requirement of HSC (Higher Secondary School). Now it is not compulsory that all the companies will allow HSCs but many companies do. Now a days BPOs have evolved to be BPMs i.e. Business Process Management companies that support various domains like Hospitality, Technology, Travel, Insurance, Retail so graduates and post graduates can also look at joining their industry specific BPOs and build long terms careers. Some o...

I would like to start with the definition of BPO, Business Process Outsourcing. While the definition is easily available on the web, I would like to make it layman and easy to understand. Business Process Outsourcing means moving a company's work to another company that has the expertise in the work. For example: If I open a sales company with 100 employees, I will have to give them salaries which needs attendance tracking, time tracking and calculation of  salaries accordingly. All this requires accounting knowledge and in my company I will only have sales people. So, instead of hiring a team of accountants, I will move my salary calculation work to an accounting company which has expertise of doing this. Here, moving salary accounting is called  outsourcing.