BPO LINGO Process: Refers to the type of work being outsourced to a BPO
Operations floor: A physical space populated with rows of cubicles and a place of work for the agents and their supervisors. A high security area, cell phones and other mobile devices are banned.
Agent: He/ she is the interface between customer and client, and is responsible for providing resolution, selling products and offering information.
Team Leader: He/ she manages a team of 10 to 15 agents. Is responsible for the agent’s performance and retention. The team leaders’ incentives are tied to the overall performance of their team.
KPO: A BPO offering high-end services or ‘domain specific services’ to a client.
ENTRY-LEVEL JOB PROFILES There are two categories: voice processes require you to interact with clients or customers via phone, whereas a non-voice process does not. “By virtue of one’s age, the maturity level of a graduate tends to be much higher,” says Sunder Ramachandran, MD, WCH Training Solutions.
Service Representatives: Interact with customers over the phone. This could range from informing a customer of his bank balance, credit card payment dates, etc. Most customer service profiles do not require any specialised domain knowledge.
Technical Support: A specialised support, which may require a specific degree or diploma.
Hardware Support: Besides being a graduate, you need a diploma in computers. Most companies providing hardware support will train you on their hardware but you need a basic understanding of computers. Software Support: Requires additional qualifications like MCSE. Some institutes offer courses in C, C++. The jobs in this domain would involve troubleshooting for operating systems.
Network Support: A specialised field, where you need a certificate course in networking. CCNA is a good course that can fetch you a great career in the Network support.
MORE ROLE FOR GRADUATES Business analyst: A domain-specific KPO profile, it deals with Business or Financial Analysis. Requires specific academic qualifications like Mathematics and Statistics. Decent communication skills, due to client interaction.
Financial Support Executives: For a banking/insurance support sector, profile, you must be a commerce graduate with good communication skills. Exposure to banking, finance or insurance will be an added advantage.
Medical Transcription: You must be a science graduate. Listening skills, good written English and typing speed are a must.
Technical Writing/ Instructional Designing: A certification in instructional design or technical writing. Many companies are outsourcing content writing to India. Technical writers/ flash designers are also in demand.
Language Specialists: Knowledge of a foreign language such as German, French, Spanish and now Japanese, is in demand. (With contributions from WCH Training Solutions)
Your brochure has been successfully mailed to your registered email id .
The Question containing Inaapropriate or Abusive Words
Question lacks the basic details making it difficult to answer
Topic Tagged to the Question are not relevant to Question
Question drives traffic to external sites for promotional or commercial purposes
The Question is not relevant to User
Regular exam updates, QnA, Predictors, College Applications & E-books now on your Mobile