Business Process Outsourcing (BPO)

ShalomInfotech Pvt. Ltd.
Chennai, Trichy, India

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' 1.0 Introduction
Business Process Outsourcing (BPO) as a concept is not new. What is new is its explosive growth in India since 2000. Two main reasons have contributed to this:

Major leaps in the availability of robust technical infrastructure - due to which it is also known as ITES (Information Technology Enabled Services).
Over 250 million English speaking population available at a fraction of the cost of Western countries.
What do BPO companies do?
To put it simply, they specialize in performing back-office processes for other companies. The economic downturn that hit the world economy around the beginning of the millennium made several foreign companies look for ways of reducing cost and streamlining operations. One such way, for a company is to “outsource�some of its processes to a BPO firm, at probably half or even one-fourth its original cost. Price here is key! In India, this trend started primarily in the technology area - operating and manning remote technical helpdesk teams, application and network monitoring services among other offerings. Once the success of this mode of delivery was established, it didn’t take long for other processes in a company’s operations to be outsourced as well - healthcare, supply chain, insurance, education and training, finance, customer service, collections, telemarketing - to name just a few.

1.2 Career Opportunities in BPO Companies
By virtue of the variety of operations handled by BPOs, this industry is a beehive of career opportunities for people of different skill sets. These opportunities can broadly be categorized as follows:

Process Associate / Team Lead
These valued human resources account for approximately 80% of a BPO workforce. They are the people who actually perform the operation for the remote customer. Depending on the type of outsourced process, an ‘associate�may talk to a credit card customer who has a query or perform complex financial account reconciliation or process vendor invoices for payment.
While specialized skill sets are required to perform each of these activities, you should satisfy some of the basic requirements: A Bachelor’s degree, fluency in spoken English (preferably without mother tongue influence) and good communication skills. The specific qualifications would be as follows:
Technical Support Helpdesk
Computer Science degree, professional certifications, such as CCNA.
Accounting Service
B.com, Charted Accountant, Cost Accountant
Insurance Service
Knowledge of selling insurance and administering claims.
Call Centers
Excellent spoken English, good listening skills, empathy and patience. For outbound call centers such as collections and telemarketing, selling and convincing skills would also required.
For a fresher joining at a process associate lend, the starting salary would be Rs 8000/- gross per month. This could go upto Rs 12000/- per month provided the candidate possesses a professional certification, such as CCNA.
Operations Manager
These are the people who manage teams of 10-30 Process Associates to deliver the service. This position attracts people from backgrounds as diverse as hotel management, dentistry and even defense services.
Prior work experience would be an important consideration factor (at least 4-5 years). One would need to clearly demonstrate that he/she has managed and led teams, apart from possessing sound analytical and communication skills.
Transition Manager
This is a high profile and challenging role. The TM is responsible for understanding the customer’s process and successfully transitioning it to the outsourced mode.
An MBA degree with work experience of 3-4 years is the typical qualification. It would be an added advantage if one has prior experience in business development/ sales / consulting.
Trainer
There are both soft skills trainers (e.g. American accent training) and process trainers (specific to a process such as insurance, financial accounting, payroll processing, etc.)
While trainers are required to have excellent facilitation and communication skills, prior work experience in the related process would add to your advantage.
Quality
These prized resources work with Operations Managers to improve processes and make them more effective and efficient. They implement well-known quality programmes such as Six Sigma, COPC, etc.
An MBA degree with work experience of 3-4 years is the typical qualification. If one has been involved in previous organizations in implementing and working with quality systems such as ISO, TQM, Six Sigma, etc., he/she would definitely have an edge over others.
1.3 Applying for a BPO Job
If you wish to join a BPO company, there are four recommended ways of applying:
Employee referral �get hold of an employee in the BPO firm and ask him/her to refer you.
Directly call the HR department of the company you wish to apply �Take initiative!
Headhunting firms/websites �keep your resume ready and distribute it.
Responding to newspaper advertisements �be alert and go through all the weekly supplements of leading newspapers in your city.
1.4 Tips for Success
If you wish to join a BPO, here are a few useful tips from Recruiters.
Read, read, and read: Almost everyone recommends this. A good way to start is to read for 10 minutes per day, then again for another 15 minutes, but make a start. Read newspapers and good English books regularly. You shall start with Harry Potter �because it gives a young person a sense of fun while reading. Many recommend the Astrix comic series too. You shall dip into a quick management lesson from Ayn Rand in her “Virtue of Selfishness� “Huckleberry Finn�by Mark Twain is also highly recommended for being very light reading about a boy hero.
Watch news channels such as BBC, CNN and CNBC regularly. This will familiarize you with pronunciation. Tape-record your voice and replay. You will hear the quality, pitch, and tone of your voice and know the words you mispronounce.
Think and converse in English.
Form discussion groups and discuss topics for 10 to 15 minutes per day.
Contact industry professionals to learn about interview mannerisms. During interviews, one should answer in complete sentences, not in one line or one word. One should also prepare for verbal aptitude and general aptitude tests. Make your resume look professional. Set goals and manage your time.

Come on, you can do it!!
1.5 Conclusion
BPO Services have the potential to create a million jobs a year for India’s growing army of graduates. Web-based business models will define the future, thereby throwing up more and more opportunities for outsourcing operations that will be managed remotely.

Thus, there is no dearth of jobs in this industry that is fast growing and has no age bar if you are willing to work in shifts, based on an individual company’s needs. The BPO industry in India is slated to grow at 30% annually for the next 3-4 years.

An approximate 3, 50,000 people are working in this promising and growing industry. Many BPO companies are taking in at least 300 people every month. More and more BPO companies are coming to Chennai and setting up their shops. The number of people joining this bandwagon is growing by the day. And you could very well be one of them!! ...''

Phone:(91) 431 - 2333322 / 2333321

School Address:

G3, Bharathidasan University Technology Park,
Khajamalai Campus,
Trichy-620 023,
India.

Trichy Branch
D-48, Sixth Cross (East),
Thillainagar,
Trichy - 620 018,
India.

Chennai Branch
Mrs. Priya Rajan,
Consulting Partner, Plot No.11,39/I,
North Parade Road, St.Thomas Mount,
Chennai-16.


Jobs & Resumes: Chennai, Trichy
Houses & Roommates: Chennai, Trichy
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