Career options in BPOs and KPOs

Your Education is our World

Business Process Outsourcing and Knowledge Process Outsourcing are currently booming industries in India.

Businesses need to constantly stay competitive and keep prices in check, what better way then to outsourcing work to a remote location that is cheaper and lets you benefit on all the 24 hours of the day. Companies across the globe are therefore favoring India. Additionally India has a huge talented and educated work force. The annual revenue earned by India from the BPO industry is around $11 billion (1% of the GDP).

Recently the BPO and KPO industry has operated like a huge sponge, absorbing millions of young people into their workforce. Till not so long back cities like Bangalore were the main hub of BPO and KPOs. This is changing; companies are seeking further cost reductions and moving to smaller areas like Gurgaon, Noida, Hyderabad, Pune, Thiruvanantapuram, Chennai and Calcutta.

The BPO industry offer a diverse range of career options to young people fresh out of college and freshers keen to try out their hand are flocking to join a BPO and KPO in large numbers.

What is a BPO Career all about?

A BPO career revolves around the core activity of delivering business process outsourcing services. This involves voice (telephone) and non-voice (email, chat) based customer interaction services, transaction processing, telemarketing, technical support or analyzing of customer specific data. It also involves back-end jobs such as claims processing and processing of Finance & Accounting transactions.

What is the kind of work Outsourced to India?

The BPO work that is outsourced is from various industries like

  • Credit cards
  • Healthcare products
  • Personal care products
  • Education
  • Retail
  • Technology
  • Legal
  • HR
  • Marketing
  • Administration management
  • Finance
  • Telecom and many more

Although the business started off with the United States outsourcing work to India, the list of countries has grown to include others like Australia, Canada and UK, Ireland etc.

Advantages of starting a career in a BPO

  • Global exposure
  • Communication skills are enhanced
  • Exposure to different people while handling customers
  • Good work environment
  • Transport taken care off
  • Young people all around, so it can be a fun atmosphere
  • Good compensation package

People having multi-lingual skills in French, Spanish, etc., also have good opportunities in BPOs.

Requirements for Joining a BPO

  • Graduation in any stream
  • Good spoken and written English communication skills
  • Basic Computer skills
  • An attitude and willingness to learn
  • Ability to interact with people of various regions and cultures
  • Willingness to work on night shifts
  • Adaptable nature

Work Timings

Since the BPO Industry caters to clients across the globe, the work timings are in line with that.

There are broadly 2 shifts at which BPOs work,

  • US shifts – This would entail working between 5.00 PM to 9.00 AM
  • UK shifts – This would entail working between 12.00 PM to 12.00 AM

Salary

Starting salaries could be anywhere from Rs. 15,000 – 20,000.

What are the various rounds of interview in the recruitment process?

The recruitment process can be rigorous and lengthy, nearly everything centering around your communication skills.

Usually the recruitment process involves:

1. Group Discussion– The candidates are evaluated on the parameters of:

  • Communication Skills
  • Leadership Traits
  • Team Work
  • Logical Thinking
  • Knowledge of the Subject
  • Body Language

2. Personal Introduction– the candidates are required to give a brief introduction about themselves to the Interviewer.

3. Communication skills – Grammar, Pronunciation, Neutral Accent and Fluency in the language.

4. Grammar/Aptitude test – This is based on the process the person will be working on.

5. Voice and Accent test– The candidates are evaluated on their:

  • Pronunciation
  • Rate of Speech
  • Vocal Qualities
  • Grammar
  • Clarity in Thought and Speech
  • Accent Aptitude – British/American

6. Line Interview– Line Evaluators assess candidates on the Fitment Issue. The candidates are checked regarding their adaptability to respective processes in terms of their selling skills, patience, problem solving skills, etc

7. HR Round – The offer is based on the Performance of the Candidate in all the rounds of the Interview, Educational Qualification and Prior Work Experience (Relevant/Non-Relevant).

There are hundreds of companies offering BPO services and so you have a huge choice about the company you can join. Once you put up your CV at a job site or register with an HR Consultancy you will be informed about dozens of job opening.

Go for as many interviews as you can, first for the experience and to learn the ropes, and then to clinch the deal. If you focus on your communication skills and are good at it, you should have no shortfall of offers and then you can actually pick and choose the company you would like to work for.

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