 With more companies wanting to outsource their process and services, the BPO industry is booming like never before.
This is true for both, the international and domestic BPOs
Over the past 20 years, the corporate scenario in India has undergone a massive change. After setting its mark on the commercial set-up, the Business Process Outsourcing (BPO) industry led India to a new phase. Today, with more and more companies wanting to outsource their processes and an increasing number of youngsters seeking a job in these firms, the industry is expanding like it had never before.
With an annual growth rate of around 20 to 22 per cent, and the increasing variety of services ranging from managing back office processes to online banking / billing, sales, health care, insurance and tech support for your electronics, The ITES sector is growing as a lot of industries apart from financial and telecom companies are setting up their own contact centers or are giving their processes to other BPOs.
International v/s Domestic
Most of us are aware, that the international BPOs are far ahead of the domestic ones. Nevertheless, they are more demanding in terms of qualification and other soft skills.
Today, people seek BPO services in their day-to-day life– it could be anything from checking ticket confirmation to horoscopes. The domestic BPOs are nevertheless, as much in demand as their international counterparts. We have companies providing services in almost every regional language, consequently, opening up job opportunities for even those who aren’t proficient in the English language (which becomes mandatory in international BPOs).The advantage in domestic ones is that being from a similar social setting, you know your client and are aware of their mindset, This becomes the main advantage of working in domestic BPO’s. An understanding of the caller’s language and accent acts as an added benefit, making work comparatively easier.”
To a large extent, being a part of a domestic call centre can also help you escape odd working hours. This has its own health benefits, enables one to pursue academic interests and fulfill social commitments– perhaps, difficult tasks for employees in international BPOs. Nevertheless, there are a handful of service providers offering 24-hour customer care.
Job profile
BPOs are customer-servicing firms that help consumers in resolving their doubts or issues regarding a product/service. They address sales support, reservations, technical queries, banking, marketing, etc. So based on the service offered by your organization you will have to address queries.
Addressing client issues can either be through telephone or e-mails. The job profile will differ accordingly. The first step will nevertheless be mastering every aspect of the product or service you are catering to. In case of telephonic assistance, you will require good verbal skills and a presence of mind, as you will not get much time to think about the probable solution to the problem. You have to have it on your finger tips.
Eligibility The Qualities required to work in a BPO are as follows
1)Good team player
2)Quest for knowledge
3)Good Communication skills
4)Flexible to work
BPOs thrive on customer satisfaction, thus targeting soft skills, irrespective of the position you aspire. You need to keep your client happy. People management, communication and cultural sensitivity are extremely important. A good understanding of the industry is critical, while a strong command of the language is also important.
Therefore, the knack to customer relationship management (CRM) becomes very crucial. There are, however, some BPOs that demand a minimum qualification of class 12, while some others look out for graduates (the field of graduation does not matter).
Future prospects
The competition starts the day you step in. Your growth in the industry strictly depends on your performance. Irrespective of your experience and position in the firm, your progress is based on your output. Your progress depends on the number of queries/calls you handle successfully, number of products you sold. You could start as an agent or a manager, the rest is determined by your performance.
Keeping up with the fast pace of life, youngsters are seeking assistance in almost all their day-to-day activity, thus opening new avenues and prospects for the customer service sector. It is grooming its talents and preparing professionals, who are in turn expected to take the industry to the next level. The industry is versatile and has immense potential. There is much to be explored.” Salary Package
The pay package offered differs from one firm to another. One can start at around Rs 6,000, per month (as an agent). The minimum growth rate is ten to 15 per cent a year. Within a short span of five years you can easily go up to Rs 25, 000 to Rs 30,000, a month.
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