BPO LINGO
Process: Refers to the type of work being outsourced to a BPO
Operations floor: A physical space populated with rows of cubicles and a place of work for the agents and their supervisors. A high security area, cell phones and other mobile devices are banned.
Agent: He/ she is the interface between customer and client, and is responsible for providing resolution, selling products and offering information.
Team Leader: He/ she manages a team of 10 to 15 agents. Is responsible for the agent’s performance and retention. The team leaders’ incentives are tied to the overall performance of their team.
KPO: A BPO offering high-end services or ‘domain specific services’ to a client.
ENTRY-LEVEL JOB PROFILES
There are two categories: voice processes require you to interact with clients or customers via phone, whereas a non-voice process does not. “By virtue of one’s age, the maturity level of a graduate tends to be much higher,” says Sunder Ramachandran, MD, WCH Training Solutions.
Service Representatives: Interact with customers over the phone. This could range from informing a customer of his bank balance, credit card payment dates, etc. Most customer service profiles do not require any specialised domain knowledge.
Technical Support: A specialised support, which may require a specific degree or diploma.
Hardware Support: Besides being a graduate, you need a diploma in computers. Most companies providing hardware support will train you on their hardware but you need a basic understanding of computers.
Software Support: Requires additional qualifications like MCSE. Some institutes offer courses in C, C++. The jobs in this domain would involve troubleshooting for operating systems.
Network Support: A specialised field, where you need a certificate course in networking. CCNA is a good course that can fetch you a great career in the Network support.
|
Salary talk
|
|
Positions
|
Salary/annum
|
|
Fresher/Associate-Agent
|
90 K - 1.2 lakhs
|
|
2 years’ experience
|
2 - 2.5 lakhs
|
|
Team leader
|
3 - 3.5 lakhs
|
|
Team leader
(4 years experience)
|
4 lakhs
|
|
Project Head
|
6 lakhs
|
|
Courtesy NIIT Uniqua (figures are indicative)
|
MORE ROLE FOR GRADUATES
Business analyst: A domain-specific KPO profile, it deals with Business or Financial Analysis. Requires specific academic qualifications like Mathematics and Statistics. Decent communication skills, due to client interaction.
Financial Support Executives: For a banking/insurance support sector, profile, you must be a commerce graduate with good communication skills. Exposure to banking, finance or insurance will be an added advantage.
Medical Transcription: You must be a science graduate. Listening skills, good written English and typing speed are a must.
Technical Writing/ Instructional Designing: A certification in instructional design or technical writing. Many companies are outsourcing content writing to India. Technical writers/ flash designers are also in demand.
Language Specialists: Knowledge of a foreign language such as German, French, Spanish and now Japanese, is in demand.
(With contributions from WCH Training Solutions)
Related stories:
