Coaching Session 10: BPO Basics
Lesson Notes
Time Stamps:
00:05 Video Introduction
03:36 What is BPO
12:36 BPO Categories
15:35 Common BPO Structure and Functions
- Support
- Operations (Program Specific)
26:03 Life Cycle
35:10 Career Paths and Progression
- Niche Based
- Career Background
43:35 Portfolio 10
1. What is BPO?
BPO is an acronym for Business Process Outsourcing.
This is a practice of contracting a particular work process or the processes to some external service provider.
Each BPO company will specialize in specific services. They may be grouped as follows:
Customer Interaction Services (ITES). The BPO company would cover a business’s voicemail services, appointment schedules, email services, marketing program, telemarketing, surveys, payment processing, order processing, quality assurance, customer support, warranty administration, and other customer feedback.
Back-Office Transactions. This includes check, credit, and debit card processing; collection; receivables; direct and indirect procurement; transportation administration; logistics and dispatch; and warehouse management.
IT and Software Operations. These technical support functions include application development and testing, implementation services, and IT helpdesk.
Finance and Accounting Services. These functions include billing services, accounts payable, receivables, general accounting, auditing, and regulatory compliance.
Human Resource Services. They can also cover payroll services, healthcare administration, hiring and recruitment, workforce training, insurance processing, and retirement benefits.
Knowledge Services. These higher-level processes may include data analytics, data mining, data and knowledge management, and internet and web research, as well as developing an information governance program and providing the voice of customer feedback.
II. BPO Categories
The BPO industry is divided into three categories, based on the location of the vendor.
Offshore vendors are located outside of the company’s own country. For example, a U.S. company may use an offshore BPO vendor in the Philippines.
Nearshore vendors are located in countries that neighbor the contracting company’s country. For example, in the United States, a BPO in Mexico is considered a nearshore vendor.
Onshore vendors operate within the same country as the contractor, although they may be located in a different city or state. For example, a company in Seattle, Washington, could use an onshore outsourcing vendor located in Seattle, Washington, or in Huntsville, Alabama.
III. Common BPO Structure and Functions
Support
- Admin – Facilities, Security, Clinic, Janitorial Services
- HR – HR, Compensation & Benefits
- Recruitment
Operations (Program Specific)
- Associates, L2/SMEs, TL, AM/PM, Dir, SD, VPs
- Support – QA, Training (Product & Language), Reports, WFM
IV. Life Cycle
V. Career Paths and Progression
Niche Based
- Training
- People Management
- Quality Assurance
- Support Staff (Admin & HR)
Career Background
- Nurse
- Teacher
- Engineer
- Mass Communication
- Info. Tech/Comp. Science
Portfolio
Make a 3-minute self-introduction audio recording on vocaroo.
Portfolio submission template:
Batch # CSSS Portfolio – Lesson #
PORTFOLIO SUBMISSION GUIDES:
1. Full Access Students
Send your portfolios to courses@surgedigital.agency.
Please submit individually per coaching session.
2. Premium Members
Submit your portfolios to courses@surgedigital.agency
Please submit all required portfolios as one, in one email (attach your Google Drive).
3. VOD Access Students
Submit your portfolios to courses@surgedigital.agency
You can submit individually per coaching session or submit all required portfolios as one, in one email (attach your Google Drive).
CONTACT US!
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