1. Day 1

2. The BPO Industry

3. What is BPO?
Business Process
Outsourcing
Business Process Outsourcing means examining the processes that
compose the business and its functional units and then working with
focused service providers to both re-engineer and outsource these at
the same time.

4. Types of activities are suited Outsourcing
Front Office Telemarketing Debt Collection Back Office
Accounting
Customer Services
Data Entry
Inbound Sales
Help Desk Database
Management
Claims Processing
Order Processing Market Research
Transcriptions
Technical Support Lease Abstraction
Outbound Sales
Data Extraction
Appointment Setting
Human Resources

5. What is Call Center?
A Call Center usually refers to a sophisticated voice operating
system that provides a full range of high-volume inbound or
outbound call handling services.
E.g. Customer support, operator services, directory
assistance, multilingual customer support, credit services, card
services, inbound and outbound telemarketing, interactive voice
response and web-based service.
US – Call Center
UK – Call Centre

6. Inbound Calls:
Inbound calls are mostly initiated by the customer to obtain information
to report a malfunction or ask for help. You are providing customer
service.
Outbound calls:
Outbound calls are initiated by the representative, mostly with the aim
to sell a product or a service to a customer. You are selling products or
services

7. For what marketing purposes can you use call
centers:
• Centralize all kind of activities that can be done by a call center to one facility.
• Take over a lot of work that is normally done by other departments.
• Cost effective marketing strategy.
• Upgrade Customer Service

8. Hey !!! Wake up …
Now it’s done for today !!!