Business Process Outsourcing (BPO) is the leveraging of technology or specialist process vendors to provide and manage an organisation's critical and/or non-critical enterprise processes and applications. The most common examples of BPO are call centres, human resources, accounting and payroll outsourcing. Business process outsourcing may involve the use of off-shore resources.
Call Centre
A call centre is often operated through an extensive open workspace, with work stations that include a computer, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks and sales support.
Career Opportunities
Call centers may be a division within a large corporation, or they may be part of independent companies that contract calling services to others who need them. Category Description of Diversified Career Options:
Customer Service
These people are answering the telephone, sending and receiving emails or providing customer assistance and other Customer Relationship Management functions.
Telesales
These people are using the telephone to make "outgoing" telephone calls for sales, research or information verification.
Help Desk
These positions consist of people working on the phones supporting customer (and company) requests for help with their computers, networks, etc.
Call Center Operations
Supervisors, Managers/Directors and Senior Management Positions working directly in the call center.
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