Career in Call Centre (BPO, KPO & LPO)
Introduction
A call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, 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. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration. 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.
Minimum eligibility for working in call centre is 10+2 and a very good command over English or Hindi Language. A career in Call centre can be taken on Full time or part-time basis (for students).
Difference between a call centre, BPO, KPO, LPO
A call centre performs that part of a client's business which involves handling telephone calls. A call centre, for example, might handle customer complaints coming in over a telephone. A Business Process outsourcing (BPO) organisation is responsible for performing a process or a part of a process of another business organisation; outsourcing is done to save on costs or gain in productivity. Thus, a call centre can be considered a BPO organisation. Knowledge Process Outsourcing (KPO) is actually a high-end form of BPO. You require high skills to work for KPO when compare to BPO for Eg.any graduate can work for BPO.The area of work will be some thing like order processing or even web development or document processing of Insurance comp and so on when it comes to KPO you require high and professional qualifications for eg.a pharmaceutical company wants R&DA work (research and development ) for its new drug or for new drug discovery or a Law firm hands over its case study to KPO for the legal case, above these two cases you need to be highly qualified some thing like Ph.Din Pharmacy or Chemistry , M.Pharm etc. LPO is Legal process outsourcing which is also a high end BPO.
A call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, 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. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration. 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.
Minimum eligibility for working in call centre is 10+2 and a very good command over English or Hindi Language. A career in Call centre can be taken on Full time or part-time basis (for students).
Difference between a call centre, BPO, KPO, LPO
A call centre performs that part of a client's business which involves handling telephone calls. A call centre, for example, might handle customer complaints coming in over a telephone. A Business Process outsourcing (BPO) organisation is responsible for performing a process or a part of a process of another business organisation; outsourcing is done to save on costs or gain in productivity. Thus, a call centre can be considered a BPO organisation. Knowledge Process Outsourcing (KPO) is actually a high-end form of BPO. You require high skills to work for KPO when compare to BPO for Eg.any graduate can work for BPO.The area of work will be some thing like order processing or even web development or document processing of Insurance comp and so on when it comes to KPO you require high and professional qualifications for eg.a pharmaceutical company wants R&DA work (research and development ) for its new drug or for new drug discovery or a Law firm hands over its case study to KPO for the legal case, above these two cases you need to be highly qualified some thing like Ph.Din Pharmacy or Chemistry , M.Pharm etc. LPO is Legal process outsourcing which is also a high end BPO.
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