|Location:||New Delhi, Delhi|
There are many jobs in the BPO sector such as those that require you to attend calls, or to make calls, for customer support, for making sales, or also for customer retention or for collection of dues. And then there are jobs which are commonly known as back office jobs, team leader position, and other higher level jobs.
This hub will give you a brief description of the main types of jobs that are available in the BPO industry. So let's get the ball rolling.
Voice processes can be either inbound or outbound. In inbound processes you'll be handling calls that customer or prospects make. For example, a telecom company outsources its customer support, so in this you'll be handling calls from their customers on the telecom company's behalf. One other example would be that a prospect customer is calling to get more information about a product or service.
In outbound processes, calls are to made in order to generate sales or may be to collect dues. For example, a satellite TV company outsources the Telesales department, so in this you would have to make calls to prospect customers in order to generate sales. This type of positions offer good salary with additional incentives for making sales.
For voice positions one must have excellent communication skills, average computer skills, and the ability to solve the customer's queries quickly. For this they are also required to have good listening skills and having a neutral accent will only help. Having a neutral accent is nothing but having a clear voice without any influences from the mother tongue that you may have.
There is always a monitoring process wherein your calls will be monitored for determining your productivity.
Businesses outsource not only contact centers but also data processing work and administrative operations. So there comes the need of professionals that will do official work that may include creating reports, preparing spreadsheets of daily sales, data entry in a particular software etc.
Without going into much detail let me put it this way. Work that can be done on a computer system and does not require actual visits or direct face-to-face coordination with clients. Though it may require inter-department coordination and collaboration.
For back office processes recruiters generally require you to have good computer skills, communication skills, written skills (If you can write an email without grammar and spelling mistakes that would be fine) etc. Good computer skills here means you should be thorough with the office applications such as MS Word, MS Excel.
Back office job requires you do the job fast and with minimal or no mistakes. For that a minimum 25 Words Per Minute typing is considered good.
Semi-voice processes are more or like the voice processes. But with a slight difference. The difference is that in addition to handling calls, they might also have to send emails, or to give chat support, to fax etc.
The requirements for these positions are same of the voice processes.
There are also positions for team leaders. They are generally required to handle a specific department or to manage a team and lead them to increase productivity and to keep the team motivated. These positions may also be referred as team manager, process leader, process manager etc.
Normally team leaders should have 3-5 experience.
There are also many other jobs such as voice accent trainers, quality managers, and other management positions.