BPO Industries :

Definition :

BPO means Business Process Outsourcing, which deals with outsourcing the services to a third Party service provider. Services like HR, Customer Service, Billing, Accounts etc, are included in BPO.

Types :

BPO are divided into two parts, one is Back office services while second one is front office services.

Back office services includes internal business functions like billing, purchasing, data entry, data management, surveys, payment processing, quality assurance and accounting support.

Back office tasks are integral to a company’s core business process and help keep business running smoothly.

Front office services deals with customer interactions like phone conversations, email, fax and other forms of communication with customers.

• Customer service/support
• Telemarketing
• Technical support/help desk
• Appointment scheduling
• Inbound/outbound sales
• Market research

Outsourcing Types :

• Companies may choose to meet operational needs by outsourcing their contact center operations to onshore, offshore, or near shore locations.They base their decisions, in part, on cost comparisons, proximity to their business location, and language or cultural considerations. It would be helpful to begin by defining the terms “onshore”, “offshore” and “near shore”.
• Onshore Outsourcing: Outsourcing operations of the company to another company located in the home country or region. Companies can reduce labor costs somewhat and benefit from highly skilled labor with little or no language or cultural barrier, but the cost of such operations is high compared to offshore or near shore locations.
• Offshore Outsourcing: Outsourcing the operations of the company to other companies that are located in a foreign country, and most likely have a different language and culture. Offshore outsourcing offers benefits like higher cost savings and access to highly skilled labor.
• Near Shore Outsourcing: Outsourcing the operations of the company to an adjacent or nearby country having similar culture and language skills.  Near shore outsourcing offers some cost savings over onshore and has the added benefit of proximity for more frequent site visits, while retaining a highly skilled labor pool.