SMFBPO 1
•BPO- “Business Process Outsourcing”
- A subcontracting business-related operations to third-party
providers.
- Originally used in manufacturing industry to manage supply
chains.
•Two Main Vendors
1.) Back office- dealing with processes
2.) Front office- dealing with customers
•Types of BPO
1.) Onshore Outsourcing- same country service provider
2.) Nearshore Outsourcing- neighbouring country service
provider
3.) Offshore- different country service provider
•BPO services
1.) ITES or Information Technology Enabled Services- handles
IT related concerns
2.) KPO or Knowledge Process Outsourcing- advance expertise
to particular business process
*LPO or Legal Process Outsourcing- high-level legal work
*RPO or Research Process Outsourcing- data analysis
•Types of Customer Service
1.) Voice Customer Service- involve speaking
*Inbound- customer calls
*Outbound- agent calls customer
2.) Non-voice- doesn’t involve speaking
*Email support
*Chat support
*Back-office
•BPO- “Business Process Outsourcing”
- A subcontracting business-related operations to third-party
providers.
- Originally used in manufacturing industry to manage supply
chains.
•Two Main Vendors
1.) Back office- dealing with processes
2.) Front office- dealing with customers
•Types of BPO
1.) Onshore Outsourcing- same country service provider
2.) Nearshore Outsourcing- neighbouring country service
provider
3.) Offshore- different country service provider
•BPO services
1.) ITES or Information Technology Enabled Services- handles
IT related concerns
2.) KPO or Knowledge Process Outsourcing- advance expertise
to particular business process
*LPO or Legal Process Outsourcing- high-level legal work
*RPO or Research Process Outsourcing- data analysis
•Types of Customer Service
1.) Voice Customer Service- involve speaking
*Inbound- customer calls
*Outbound- agent calls customer
2.) Non-voice- doesn’t involve speaking
*Email support
*Chat support
*Back-office
