Day 9 : Knowledge Sharing of BPO Domain

📘 Lesson: Knowledge Sharing of BPO Domain 

🎯 Objective 

To provide a basic understanding of the BPO domain—how BPO companies operate, their revenue models, challenges in manual processes, and the importance of dialers in improving efficiency and productivity. 

🔑 Lesson Content

1. How BPO Works 

·       Definition: Business Process Outsourcing (BPO) refers to companies outsourcing specific business functions to third-party providers. 

·       Types of BPO Services: 

o   Inbound Processes: Customer support, helpdesk, order taking, technical support. 

o   Outbound Processes: Telemarketing, lead generation, collections, surveys. 

·       Workflow: 

o   Client assigns business tasks to the BPO. 

o   BPO sets up infrastructure (agents, dialers, CRMs). 

o   Agents execute processes (calls, data entry, support). 

o   Reports and performance reviews are shared with clients. 

2. How BPO Companies Earn 

·       Revenue Models in BPO: 

1.       Per Hour/Per Agent Billing: Client pays for the number of agents or hours worked. 

2.       Per Transaction/Per Call Model: Payment based on completed calls, sales, or resolved tickets. 

3.       Fixed Project Model: Client pays a fixed monthly or project fee for a defined scope. 

4.       Outcome-Based Pricing: Payment linked to performance outcomes (e.g., leads generated, sales closed). 

·       Key Point: The earning model depends on the client contract and process type. 

3. Challenges Faced in Manual Processes 

·       Lack of Automation: Manual dialing consumes time and reduces productivity. 

·       High Error Rate: Data entry errors, missed follow-ups, and duplicate records. 

·       Low Agent Efficiency: Agents spend more time dialing than engaging customers. 

·       Tracking Issues: Difficulty in monitoring performance, call history, and KPIs. 

·       Customer Experience Problems: Long wait times, inconsistent responses. 

4. Why BPOs Need a Dialer 

·       Definition: A dialer is a software tool that automates the process of dialing numbers, connecting agents only when a live customer answers. 

·       Benefits: 

1.       Increased Productivity: Eliminates manual dialing, boosting agent talk time. 

2.       Improved Accuracy: Reduces errors and duplicate calls. 

3.       Time Efficiency: Automatically skips busy tones, unanswered calls, or wrong numbers. 

4.       Better Monitoring & Reporting: Supervisors can track performance in real time. 

5.       Enhanced Customer Experience: Faster connections and reduced wait times. 

·       Types of Dialers Commonly Used in BPOs: 

1.       Predictive Dialer 

1.       Progressive Dialer 

2.       Preview Dialer 

5. Practical Activities 

·       Activity 1: Review a live BPO workflow and identify manual vs. automated tasks. 

·       Activity 2: Case Study – Calculate revenue under per-agent and per-transaction models. 

·       Activity 3: Demo – Compare manual dialing vs. predictive dialling efficiency. 

📂 Resource for Reference: 
Knowledge Sharing of BPO Domain 
🔑 Password: elision@@120