Customers are of prime concern to all the organizations. Satisfying the customers has been considered as a Herculean task, till the introduction of the concept of outsourcing. Outsourcing companies provide leverage to the companies in handling several issues. Since the companies are trying to take help from them in carrying heir business functions these outsourcing companies are generally called Business Process Outsourcing Companies.
BPO = CALL CENTER?
Many laymen keep this question in their mind. A general notion in society. But the answer is NO. Just like front office and back office jobs in offices, BPOs also provide front office (Customer care) and back office (HR, Finance, and Accounting) services.
BPO industry has seen a recent boom in India. It is easy to make strategies. But implementing the strategies is a different task. In the process of expansion, it may not be feasible for the companies to concentrate well on all areas of operations. Here comes the role of a third party service provider which helps companies in focusing more on core business.
TOP TEN BPOs IN INDIA
2) WNS SERVICES
3) IBM DAKSH
4) WIPRO BPO
5) TCS BPO
6) FIRST SOURCE SOLUTIONS
7) ADITYA BIRLA MINACS
9) INFOSYS TECHNOLOGIES
10) HCL BPO
ADVANTAGES AND DISADVANTAGES
Attractive salary and benefits are provided by the BPO companies to the employees. Employment opportunities are also huge in BPO. If you are a graduate with good communication skills, then you career security is guaranteed in BPO. The company would be providing training programs.
But, are they so excited in joining BPOs?? Especially girls!!
You might not have forgotten Prathibha Murthy, an innocent girl who was an employee of Hewlett Packard Global Delivery India Center; brutally raped and murdered by the driver of the company car.
Is that incident haunting our girls??
Yes, to an extent it’s true. At least the families would be concerned about the same.
But now the scenario has changed. The companies are now a days taking all the necessary steps to ensure safety of their lady staff. The companies are doing the background check of the drivers and supervisors, before hiring them. A product called Auto Vigil is introduced to ensure the safety of the lady staffs working in night shifts. The product was introduced by Mercury Infocomm Chairman R.P.Mishra. It has two components- Mother unit (within the car) and Remote unit (with the woman). Mother unit has inbuilt auto security system and a trans-receiver as well as loudspeaker.
The equipment has the following advantages
1) Once the car arrives, the woman can press a button in the remote and confirm that the vehicle has been sent by the company itself. If it’s the same vehicle, a flash and sound would be emitted from the vehicle.
2) If the driver misbehaves to her, then a siren and flash lights would be coming out, which draws the attention of the mob to the vehicle. Same time an SMS is sent to the BPO administrator, police and the passenger’s family informing the location. The sound can be put off only by the BPO administrator.
3) The device is cost effective; costing about Rs.20.00/- only
In spite of all these issues, we cannot forget the fact that BPOs help in increasing the flexibility of organizations by reducing cost, focusing on core competencies and increasing the speed of the process. In the coming era BPO would be an ever booming industry