Overview of BPO Industry
作者：Esteban Ruiz
1. Better infrastructure
1.1. Its an enjoyble place
1.2. The offices are comfortable
2. Of benefits that also need a BPO company.
2.1. Improve your career while you work
2.2. different hierarchy
2.3. offer these kinds
3. Conversion of paper to images
3.1. level 1 (VIABLE) as images only
3.2. level 2 (SEARCHABLE) as images and add text
3.3. level 3 (WEB PUBLISHING) web pages for the internet
3.4. level 4 (REVISABLE) revisable and functional documents
4. Operate in Two domains
4.1. voice-based process
4.2. non-voice process
5. The problem of BPO information databases
5.1. English as the main reason to hire
5.2. When subcontracting services in other countries, it is not possible to have full control over information leaks.
5.3. Different culture and accent, make communication more difficult.
6. Cost/Quality Model
6.1. Benefit is generated for both countries when the cost in one is relatively lower.
6.2. When marketing in other countries, there is a greater impact against the competition.
7. Importance of documentation
7.1. The industry need to have records
7.2. it will be available in the documentation
7.3. The agent attend a client whit confidetial information
8. Types Service
8.1. many service types and application methods
8.1.1. costumer service
8.1.2. hardware support:
8.1.3. software support
8.1.4. network support
9. Skill needs to be a crack in BPO
9.1. Listen carefully process the information then speak.
9.2. Work fast and eficient
9.3. You shoud have The best attitude
10. Regional Accent
10.1. You hear people of everywhere
10.2. Different regions and countrys
10.3. People with secon leguaje
10.4. sound of the vowel and consonant
11. Cost/Quality Model Resulting in Outsourcing
11.1. Technology is allows us to reduce costs by outsourcing customer service processes.
11.2. By providing care from other countries, it is possible to reduce costs and improve care.
12. Outsource economize the high volume of data-process
13. Split screen concept
13.1. A few competers in countrys
13.1.1. Exaple: India.
13.2. Solve the problem with split screen
13.2.1. Two people operate the same computer