Day 1 bpo industry - Legato Services Ltd
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The document discusses business process outsourcing (BPO) and call centers. It defines BPO as examining a business's processes and outsourcing some functions, like front office customer service, back office accounting, and data entry. A call center handles high-volume inbound and outbound phone calls for services like customer support, sales, and marketing. Inbound calls are customer-initiated for help, while outbound calls are representative-initiated for selling. Call centers provide a cost-effective way to centralize marketing activities and improve customer service.
Day 1 bpo industry - Legato Services Ltd
- 1. Day 1
- 3. What is BPO? Business Process Outsourcing Business Process Outsourcing means examining the processes that compose the business and its functional units and then working with focused service providers to both re-engineer and outsource these at the same time.
- 4. Types of activities are suited Outsourcing Front Office Telemarketing Debt Collection Back Office Accounting Customer Services Data Entry Inbound Sales Help Desk Database Management Claims Processing Order Processing Market Research Transcriptions Technical Support Lease Abstraction Outbound Sales Data Extraction Appointment Setting Human Resources
- 5. What is Call Center? A Call Center usually refers to a sophisticated voice operating system that provides a full range of high-volume inbound or outbound call handling services. E.g. Customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based service. US – Call Center UK – Call Centre
- 6. Inbound Calls: Inbound calls are mostly initiated by the customer to obtain information to report a malfunction or ask for help. You are providing customer service. Outbound calls: Outbound calls are initiated by the representative, mostly with the aim to sell a product or a service to a customer. You are selling products or services
- 7. For what marketing purposes can you use call centers: • Centralize all kind of activities that can be done by a call center to one facility. • Take over a lot of work that is normally done by other departments. • Cost effective marketing strategy. • Upgrade Customer Service
- 8. Hey !!! Wake up … Now it’s done for today !!!