Understanding the BPO Industry

What is BPO?

• Business Process Outsourcing
• Delegation of services to a 3rd party that supports global companies in Customer Service

Why Companies outsource?

1. Cost Efficiency

   • Reducing Labor, training, and operational expenses

2. Specialized Expertise

   • Accessing skilled professionals and advanced tools

3. Scalability and flexibility

   • Adapting quickly to changes and demand

4. Focus on core business

   • Freeing resources to prioritize growth

Call Center Business Types

• Voice: Phone Calls

• Non-Voice: Email, chat, back office

• Blended: Mix of both

  Inbound vs Outbound Customers call you You call customers (Support, Billing) (Outreach Campaign, Manual Callback)

Key Terminologies AHT - Average Handling Time CSAT - Customer Satisfaction FCR - First Call Resolution Adherence - Adherence to Schedules QA - Quality Assurance SL - Service Level

How Call Center Works Customers > Queue via Advocates

       Client
  BPO Executives

Support Operation Managers Team Leaders Advocates

Support Teams WFM - Workforce Management QA - Quality Assurance Training - Onboarding OPS - Manages day-to-day performance HR - Handles Employee relations, payroll, benefits IT - Support System Tools, headsets, network issues

Tools used in Call Centers ACD - Automatic Call Distributor IVR - Interactive Voice Response (Press 1 for ...) CTI - Computer Telephony Integration (Soft Phone) CRM - Customer Relationship Management (relationships and interactions) Knowledge Base - published collection of documentation; includes answers to frequently asked questions Call Recording and Quality Monitoring - allows companies to listen and to evaluate the recorded interaction and information sharing between its employees and customers

Compliance and Confidentiality

• Protect Customer Data
• Use only approved systems
• Follow security protocols