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BPO

Do you like to talk to people? Do you like solving peoples’ problem? If yes, explore the career path for BPO.

BPO (Business process outsourcing) is a way of offering a business, flexibility in their organisation. It is done by contracting of a specific business task to a third-party service provider. It is also known as information technology-enabled services.

In BPO you will handle end to end query of the customer. You will cooperate with supervisors, team leaders, operatives and third parties to gather information and resolve issues. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

BPO services include accounting, payroll, human resources (HR), and customer/call centre relation.

What are the roles and responsibilities in BPO?

    • Ensure all relevant communications, records and data are updated and recorded.
    • Advise clients on products and services available.
    • Answer user inquiries regarding computer software or hardware operation to resolve problems.
    • Enter commands and observe system functioning to verify correct operations and detect errors.
    • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
    • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
    • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
    • Maintain up-to-date knowledge of industry developments and involvement in networks.
    • Monitor random calls to improve quality, minimise errors and track operative performance.
    • Recording statistics, user rates and the performance levels of the centre and preparing reports.
    • Handle the most complex customer complaints or enquiries.
    • Organise staff, including shift patterns and the number of staff required to meet demand.
    • Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes.
    • Forecast and analyse data against budget figures on a weekly and monthly basis.

 

What are the key skills required for BPO?

  • Oral / Verbal Communication
  • Customer Relationship Management (CRM)
  • Customer Service

What are the career opportunities in BPO?

  • Administrative Support
  • Application Specialist
  • Computer Operator
  • Customer Service Assistant
  • Data Entry Specialist
  • Front Office Assistant
  • IT Help Desk Executives
  • Information Support Managers
  • Office Administrative Assistant
  • Office Information Specialist
  • Office Manager
  • Record Clerks

What is the salary and demand for BPO?

  • Demand is High for BPO.
  • Salary levels are High for BPO. For fresher average salary is more than 5 Lacs.
  • Fees levels of the course is Low. To pursue this course student need to spend lesser than 2 Lakhs.
  • Level of preparation for BPO is Medium. Students spend 1 Year. to prepare for entrance test of BPO

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