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    Week 001-003 BPO PRESENTATION

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    kita
    The document discusses the business process outsourcing (BPO) industry and call center industry. It defines key terms like customers, clients, and agents. It also outlines basic BPO services, types of industries, and categories of BPO like back office outsourcing, front office outsourcing, offshore outsourcing, and nearshore outsourcing.

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    Week 001-003 BPO PRESENTATION

    Uploaded by

    kita
    12 views6 pages
    The document discusses the business process outsourcing (BPO) industry and call center industry. It defines key terms like customers, clients, and agents. It also outlines basic BPO services, types of industries, and categories of BPO like back office outsourcing, front office outsourcing, offshore outsourcing, and nearshore outsourcing.

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    The document discusses the business process outsourcing (BPO) industry and call center industry. It defines key terms like customers, clients, and agents. It also outlines basic BPO services, types of industries, and categories of BPO like back office outsourcing, front office outsourcing, offshore outsourcing, and nearshore outsourcing.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    12 views6 pages

    Week 001-003 BPO PRESENTATION

    Uploaded by

    kita
    The document discusses the business process outsourcing (BPO) industry and call center industry. It defines key terms like customers, clients, and agents. It also outlines basic BPO services, types of industries, and categories of BPO like back office outsourcing, front office outsourcing, offshore outsourcing, and nearshore outsourcing.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 6

    BPO

    The BPO/Call Center Industry

     Customers refer to the people who are current or


    potential buyers, subscribers, account owners or patrons
    of the industry who enters into transaction with you
    through information technology (IT) assisted devices like
    computers, telephones and mobile phones.
     Clients refer to companies you will represent.
     Agents or representatives otherwise known as rep/s are
    job titles of personnel who assist customers in activities
    What is BPO?

     Business Process Outsourcing or BPO refers to the


    management of one or more specific business
    processes or functions by a third party.
     BPO is “the delegation of one or more IT-intensive
    business processes to an external provider that, in turn,
    owns, administrates and manages the selected
    process based on a defined and measurable
    performance metrics”. Gartner Dataquest.
    Basic Services within BPO Industry

    1. Finance and Accounting


    2. Document Management
    3. Procurement
    4. Software development
    5. Call Centers
    6. Legal Services
    TYPES OF INDUSTRY

    Call centers, just like other types of businesses, offer a variety of


    products and services.
    Call centers are also classified based on job-tasks and the location
    in which the service is offered.
    An offshoot of BPO is Knowledge Process Outsourcing (KPO)
    Considered by some to be a subset of BPO, KPO includes those
    activities that require greater skill, knowledge, education, and
    expertise to handle. This may include services in financial analysis
    and legal services.
    BPO is often divided into two main
    categories:

    1. Back Office Outsourcing- This includes internal business functions such


    as billing, purchasing, payroll of employees, and other similar tasks.
    2. 2. Front Office Outsourcing – This includes customer-related services
    such as marketing or technical support.
    Based on the location of hiring and contracting, BPO may be
    categorized
    1. Offshore Outsourcing
    2. Nearshore Outsourcing
    3. Onshore

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