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...

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.