Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca-Cola that outsourced large segments of its supply chain.
A BPO works through its various Call Centers that may be inbound as well as outbound, which further are dependent on the Information Technology Enabled Services. The work here includes
Voice and non-voice based interactions with the clients, handling customer support, technical support and transaction processing, telemarketing, multilingual support, human resource management.
High-end jobs of engineering designs and research outsourcing.
Back end jobs in the field of processing of finance and accounting transactions, payroll processing and insurance claims, recovery of debts and approval of loans etc.
Here the working environment is quite congenial and target oriented but one has to work in shifts. The whole atmosphere being very friendly and comfortable makes it easier for the workers to work with their utmost efficiency and makes them better professionals. So this sector has a ‘fun with work’ image and has attracted the young generation who may begin here as Call Agents or Customer Care Executives who may need to attend both the inbound and outbound calls, which may be technical or non-technical in nature depending upon the expertise of the candidate. The call agents are given their own workstation, a computer and a telephone as their equipment to get their jobs done.