BPO
Introduction
Ensign CDGK Call Centre Training Program
Center
Bu sine ss Pr ocess
Outso ur cing
means to do
Outso ur cin g Wor k
Cal l cen ters are those where
Tel ep hone cal ls are being handled
What is OUTSOURCING?
Delegating a Company’s
Business Processes
To
Third Party
What is OUTSOURCING?
Outsourcing, the application of
taking internal company tasks
and paying an outside firm to
handle them at a lesser cost, is
usually allocated overseas to
foreign nations.
What is BPO?
Business process outsourcing
(BPO) is an act of outsourcing that
involves the contracting of the
operations and responsibilities of a
specific business functions (or
processes) to a third-party service
provider.
What is BPO?
BPO as expanded sounds as
Business Process Outsourcing and
can be aptly defined as the act of
utilizing the services of a third party by
a company in order to perform its
back office operations that might be
payroll administration, customer help
desks/ call centers, telemarketing,
accounting, billing; the list is endless.
Business Process Outsourcing includes the
following areas and a lot more:
Back office operations
Customer Relationship Management
Call Centers and telemarketing
Tele-servicing and product support
Finance / Accounting/billing
Human Resources
Medical transcription
Back Office Operations
Insurance Claims Processing
Works can be Outsourced.
Technology Service Outsourcing Business Process Outsourcing
Tech Support Human Resources
Finance and Accounting
Web Hosting
Back Office Administration
Web Security & Solution
Payment Processing
Web
CRM (Customer Relationship
Designing/Development/
Management)
Maintenance.
Logistic Management
Reasons for
Outsourcing
Cost Advantages
Innovation and speed to market
Increased Customer satisfaction
Economy of sale
Availability to skilled personnel also
increase the quality of service
Types of Activities suited to
outsourcing
1. Front Office
Inbound Sales
Outbound Sales
4 Back Office
Accounting
Data Entry
Database Management
Human Resources
Benefits of BPO
Increase productivity
Cut operational costs
Provide better service
Save costs
Improved accountability
CALL CENTRE
A call centre is a place
of network of places, where a customer’s queries can
be dealt with satisfaction to the customer. A call centre
is a place, which interacts with the customers, either by
making or receiving calls, for business purpose. It is
the core work of the call centre.
Call Center Services
Call centers provide various services and
they are totally customizable to the needs of
each industry and organization. If you are a
web solution provider and want to outsource
your customer care service, customer care
call centers offer the following services:
• Customer care
• Complaint center
• Customer satisfaction
• Troubleshooting
• Order processing
Call Center Services
If you are a multinational company
selling electronic equipments online,
your hired call center may provide you
with following services:
• Online Order processing
• Live chat
• Customer care via web or phone
• Complaint center
• Troubleshooting
Kinds of Call Centre
According to Geographical location:-
DOMESTIC-Receiving & Making calls in same country.
INTERNATIONAL-Call made in one country & received
in other country.
Types of Call Centre
Inbound Call Centre
Outbound Call Centre
Web Enabled Call Centre
CRM Call Centre
Telemarketing Call Centre
Phone Call Centre
Inbound Call Centre
The inbound call centers are those
that only receive the calls usually on
toll free numbers from the customers.
These call centers provide 24 hours
service to all customers.
The primary goal of these call centers
are to receive product orders, help
customers, to find dealer location.
Outbound Call Centre
Outbound call centers deals with
telemarketing and product
promotion. It requires technical
experience and expertise to ensure
the clients that you are the
company that is best.
Web Enabled Call Centre
Web enabled call centers are
prevailing throughout the world
rapidly. Web enabled call centers
deal with online transaction and live
chat.
Telemarketing Call Centre
These call centers deal with
telemarketing and promotion of
services. Their primary goal is to
promote sales and customer
satisfaction.
Phone Call Centre
They are usually automated call
centers that rout the calls and uses
IVR technology. These call centers
can be used for asking bank account
balance, pin numbers, telephone
numbers and other information.
Computers replies pre recorded
answers.
According to process:-
Inbound:-Where the calls are received.
Outbound:-Where the calls are made.
According to Technology:-
Voice Based:-Which interacts with the
customers by using voice only.
Web Based:-Which interacts the customers
through web.
Inbound Call Centre
An Inbound Centre is one that
handles calls coming in from
outside, most often through
toll free numbers. These calls
are primarily service and
support calls, and inbound
sales.
Services of an inbound call center
Inbound call centers are designed to take
catalog orders, help desk queries, dealer
locations and more. They offer customized
services according to the business they are
dealing and hence give constant orientation
and training to there employees working for
that particular project. The inbound call
centre professionals process calls and
integrate Interactive Voice Response. They
also use Internet services to sell additional
products and offer services in a dedicated
environment.
Apart from this they also integrate
customer care services, predict customer
behavior and take action accordingly,
while the customers are still on the line.
So it can easily be said that in this
business you have to be on your toes all
the time. The inbound call center employ
a dedicated team of live operators,
account representatives and program
managers. Offering 24/7 operator
availability for the customers, these call
centers provide round-the-clock account
management. Attention on detail is a
must trait for surviving in this business.
Inbound call centres offer
communication services specifically
designed to maximize the
efficiency of direct marketing
efforts or to be a part of the
technical support team of the
clients. They help the business in
building a successful long-lasting
relationship with customers and
hence ensure the growth of the
business.
For Example
Customer Service
Toll Free Response
Help Desk
Seminar Registration
Inquiry Handling
Technical Support
Representatives in inbound call centres are
called CSRs (Customer Service
Representatives)
Inbound Call Center offers
• Skilled, professional, customer support
and technical service representatives
• Experience with programs similar to
yours
• Rapid response to market conditions
• Market research
• Account management expertise
• Enhanced reporting capabilities
• Market testing capabilities
• Improved market coverage
• Faster ramp-up, launch, and roll-out of
new campaigns
Services Provided
Banking & Finance
I.T & Telecommunications
Insurance & Mortgage
Public Transportation
Outbound Call Centre
In Outbound Call Centres
the calls are initiated by
the representatives,
mostly with the aim to sell
a product or service to a
customer.
Outbound Call Centre
Outbound Call Centers depends on the
technological solutions, extensive
experience, quality assurance
programs and commitment to
customer service excellence that
further ensures maximum results from
the direct marketing efforts for its
success. The business depends on
three basic things training, research
and persuasion.
The success of this business is the
training of the agents to become
competent and persuade the
customer. This takes a lot of skill
and practice. For a call canter
business to do well it is important
that constant training be provided
to the agents and they should
know all the latest techniques
employed.
The outbound clients benefit from the
rigorous adherence to highly cost-
effective, results-based production and
management processes. The key to
success is the thorough understanding
of the business. Having understood the
differences between business-to-
consumer and business-to-business
telemarketing, the outbound call centers
use experienced management to focus
on the unique requirements of each
client and their targeted market.
Incentive are offered to motivate the
agents.
Outbound Call Centre Services are:
Direct Mail Follow-up
Production Promotion
Debt Collection
Appointment Scheduling
Up Sell/ Cross Sell Campaigns
Market Intelligence Surveys
Information and Literature Fulfillment
Customer Satisfaction
Industries suites to Outbound:
Banking & Finance
I.T & Telecommunications
Insurance and & Mortgage
Tourism, Travel Industry &
Hotels
Types of Dialers
Manual Dialer
Progressive Dialer
Preview Dialer
Predictive Dialer
Predicative Hang-up
Dialer
Manual Dialer
Using a
manual dialer
means where
an agent has
to dial
manually
Progressive Dialer
A device that presents the account
information and phone number on
the screen after the number is dialed
This dialer is more automated than a
preview dialer but less automated
than a predictive dialer.
Preview Dialer
A device that presents the
account information and phone
number on the screen to allow
the agent to “preview” the
information before instructing
the dialer to dial (or not dial)
the call
Predictive Dialer
A device used to automate the
method of making outbound calls
and directing them to an agent
when a live person answers
Predictive dialing screens out other
responses such as answering
machines, busy signals or operator
intercepts and records the result
Predictive Hang-up
The call attempt is aborted
during the progress and
before the customer
answers
Automatic Call Distribution ACD
A software feature that routes a call
groups of agents (also called a “queue”)
based on first-in, first-answered criteria.
The guiding principle is that the caller
who has been waiting the longest will be
first the caller routed to the next
available agent. The agent that receives
the call will be either the first available
agent or the agent that has been
available for the longest period of time
Computer Telephony Integration
(CTI)
A method of connecting your telephone
system to your database to permit faster
and more efficient handling of calls. Most
commonly this will allow you to pop your
callers’ details up on to the agents’
screen when the calls connects.
Screen pop is a function of CTI, CTI will
direct the data screen of the calling
person’s account to the terminal of the
agent as the call is being routed
Basic Technologies
Automatic Number Identifier (ANI)
A telephone service that provides the
telephone number of an incoming
call
A signal that software programs
“pick up” the moment some calls in
and then route that call to the
appropriate rep and display the
caller’s record of info in front of them
Call/ Contact Blending
The process of combing the flow of
inbound/ outbound calls and other
contacts such as email or web
transactions to a set of agents.
Contact blending can be
accomplished manually or by means
of automated systems that route the
contacts to the agents.
Abandoned Call/ Contact
A call or other type of contact that has
been offered into a communications
network or telephone system, but is
terminated by the person originating the
contact before any conversation happens.
In an outbound calling scenario,
abandoned calls refer to connects that
are disconnected by the automated dialer
once live contact is detected and no
agent available to match up with the call.
Interactive Voice Response (IVR)
A device which automates retrieval and
processing of information by phone using
touch tone signaling or voice recognition
to access information residing on a server
to give a response. The response may be
given by a recorded human voice or a
synthesized ( computerized voice. IVR is
used in applications such as “Banks by
phone” or “check on my order” which not
only distributes information but collects
information as well
Voice over Internet Protocol (VoIP)
Transportation of voice calls across the
internet
Talk Time
The elapsed time from when a person
answers a call until the call is
disconnected by a person
Wrap-Up Time
The time required by an ACD
agent after a conversation is
ended, to complete work that is
directly associated with the calls
just completed. Does not include
time for any other activities such
as meetings, breaks,
correspondence
After Call Work (ACW)
Work immediately following an
inbound call or transaction. If work
must be completed before agent can
handle next contact, then ACW is
factored into average handle time.
Work may involve keying activity
codes, updating database, filing out
forms, placing an outbound contact
Integrated Services Digital Network
(ISDN)
A set of international
standards for telephone
transmission. ISDN provides
an end-to-end digital network,
out-of-band signaling, and
greater bandwidth than older
telephones services
Idle Time
Time waiting for a call
Key Performance Indicator
Reflects organizational goals
Change in sales volume from month
to month
Sales per Hour (SPH)
A sale per hour refers to a total
number of sales divided by total
number of hours
Sales per Day (SPD)
A sale per day refers to a total
number of sales divided by total
number of days
Modes of Payment
Paying Method
- Transaction
Card Present Transaction (CPT)
- Card holder Physically present
Card Not Present Transaction
(CNPT)
- By Phone, Web, Fax
Only large companies are
preferred or allowed to make
CNPT
CNPT carries higher risk of fraud
There are two basic modes of payment
in telemarketing
By Credit Card
By Cheque
Modes of Payment
1 VIS Visa Starts Has 13-
with 4 16 digits
2 AMX American Express Starts Has 15
with 3 digits
3 DC Diners Club Starts Has 14
with 3 digits
4 DIS Discovery Starts Has 16
with 6 digits
5 MC Master Card Starts Has 16
with 5 digits
Automated Clearing House (ACH)
ACH is an electronic network.
It transfers and clears funds between
banking institutions.
It takes 48 hours to clear
ACH is the term used in US
In UK it is known as BACS (Banks
Automated Clearing Services). In
Australia it is known as APCA (Australian
Payment Clearing Association). In
Canada it is known as ACSS (Automated
Clearing Settlement System).
Identity Theft
Identity theft is a crime.
Identity theft is the wrongful use of
another’s personal data for economic
gain
E.g. your bank account number, social
security number, credit card number
can be used for this deception
SSN/ SIN/ NI/ TFN
These numbers are issued to
citizens, residents and temporary
working residents.
It is used for taxation purpose
These number has become de
facto national numbers
These numbers are the source to
access Credit Report
Credit Report
A document which shows a individuals
It has creditability rating which from 500-
1000
This rating is also known as “ Beacon
Scores”.
Credit Bureau which maitains this report
are
1. Equifax 2. Trans Union 3. Experion
Digital Contract/ Signature:
After the sale is made the call is
transferred to a verifier who states the
terms and conditions to the customer
who in turn accepts the terms and
states a “yes”. This conversation is
recorded and saved as file.
The recording/ file are called Digital
Contract or Signature
It is a legal contract
Voice Verification:
For verification process:
The customer has to be 18 yrs of
age or above
Recording Permission
Verbatim (material, price,
cancellation)
Payment mode
Customer Service Number