Merril Diniz, 15 Dec 2013
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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.


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.

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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.

Salary talk
90 K - 1.2 lakhs
2 years’ experience
2 - 2.5 lakhs
Team leader
3 - 3.5 lakhs
Team leader
(4 years experience)
4 lakhs
Project Head
6 lakhs
Courtesy NIIT Uniqua (figures are indicative)


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)


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