BPO FAQ's
Q. What is BPO?
Ans: Business Process
Outsourcing is the strategic use of outside resources to perform
activities traditionally handled by internal staff and resources,
none of which are core to the functioning of the company. It is
a strategy by which an organization contracts routine functions
to service providers who specialize in such functions. Thus the
service provider is not only responsible for the execution of
a business process but also for improving it
.Q. What is Call
Center?
Ans. A Call Center serves
external customers who need to make purchases, obtained information
or assistance on product use, status request, and billing issues.
The Call Center was born as a sales function, a major distinction
between a Call Center and a Help Desk. Unlike the Help Desk, the
Call Center has always had a 'business-focus, playing an integral
role in customer satisfaction, retention and loyalty, as well
as profitability for the organization
.Q. What is a Help
Desk?
Ans. Help Desks started
in the mid 1980's as 'back office' operations, with the introduction
of desktop computing for inexperienced employees needing assistance.
The Help Desk continues to struggle- transforming itself from
a reactive catch and dispatch 'fix-it' environment. The Help Desk
began as an afterthought, designed to assist internal customers
with issues about the tools they are using day-to-day such as
computer programs, file access, Internet connectivity, and email.
The purpose of the Help Desk was clear; to resolve technical issues
that directly affected job productivity.
Q. What does a call
center really do?
Ans. Represent the business
to its customers and potential customers
Maintain customer satisfaction
Maximize custom retention
Maximize new customer attraction
Generate revenue for the business
Act as a marketing tool for the business
Gather market data for the business
Fulfill its objectives in a timely and cost efficient manner
Interact successfully with other business units within the organization
Provide measurable statistics related to its objectives.
Q. What is outsourcing?
Ans. Outsourcing is
the use of an outside vendor to handle a project that normally
draws on internal resources. Using outside resources allows you
to concentrate, cost effectively, on your core competencies.
Q. Why India an attractive
destination for outsourcing?
Ans. India is well positioned
to derive benefits from the ITES market and become a key hub for
these services. The country's strengths in the form of low staff
costs, a large pool of skilled, English speaking workforce, conducive
policy environment and Government support has made India a popular
choice for customers seeking outsourced services. India's advantage
as the BPO destination can be summarized as follows:Two million
graduates each year (Existing Pool: over 25 million)
Bangalore - the silicon valley of India has the highest number
of software professionals in the world taking the first place
from Osaka, Japan.
English speaking and IT savvy workforce suitable for Call center
Indians view BPO jobs as a good career option.
Availability of qualified personnel across various industries.
Cost reduction up to 50%
Government support for Call center & BPO industry
Improving telecom infrastructure to meet call center requirements
Adherence to leading quality practices by various organizations.
Certifications are given importance.
Lower infrastructure costs
Favorable time lag: 12 hours with US & 5 hours with Europe
Overnight turnarounds possible
Resources with experience of financial and legal systems similar
to the west
Strong domestic IT services industry to support BPO industry
Q. Is Delhi a good
destination to run outsourcing processes in India?
Ans. Delhi is a very
good destination due to following factors - low staff, a large
pool of English-speaking, Western-thinking people and government
support.
Q. Why BPO?
Ans. Availability of
highly qualified skill pool and faster adoption of well-defined
business processes leads to higher productivity gains without
compromising on quality.
Q. Advantages of
outsourcing?
Ans. Advantages of outsourcing
includes possible reduction in cost, improved efficiency, and
the additional of outside expertise that a company may not have,
or be able to build, internally. Call center outsourcing services
leverage the power of the World Wide Web with leading-edge call
center technology to provide unique, transparent communications
solutions. Using custom developed call center technology; a call
center is able to provide customers with a powerful tool for customer
relationship management. By employing a rapid application development
tool, it can create multi-lingual customized call center scripts
to suit the customer's specific needs with the fastest ramp up
times in our industry. Furthermore, a call center can seamlessly
integrate its call center solutions into the clients' systems
to increase efficiencies and reduce costs.
Q. What are customer
expectations?
Ans.
Every customer has a number of 'ideal world' expectations when
they contact a Call Center - namely:
- They will get through quickly to someone who can help them.
- The person with whom they speak will be able to hepl them.
- The person with whom they speak will be polite and attentive
- If they are promised a call back, they WILL get a call back.In
addition, when a customer is contacted by a sales person from
an outbound Call Center, it is understood that: - They will be
polite.
- They will not attempt to confuse or trick the customer.
- They will answer all questions truthfully and accurately.
- They will 'have time' for the customer.
Q. What are Web Enabled
Call Center services?
Ans. Customers filling
out an online application or using an electronic shopping cart
can often experience difficulties and on the Internet, a customer
can walk out the door simply by clicking the mouse. Additionally,
a growing number of customers prefer to go online when they want
customer service, sometimes just to check a bill or monthly statement,
but often with more complex questions. In today's business environment
where your competition is just a click away, superior customer
service is critical to profitability. Customers expect instant,
well-informed responses to their questions - no matter how they
contact you. Because a company's web site cannot possibly anticipate
and answer all questions, the customer can become frustrated,
especially when asked to "call during normal business hours."
Web Enabled Call Center services provide the personal interaction-based
support needed to ensure that your online customers are satisfied.
The result: a positive outcome and/or completed transaction instead
of a lost sale or disgruntled customer.
