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BPO/Call Centre

BPO/Call Center Industry has grown very fast during last few years. Many companies and organisations both Indian and international often seek out businesses that specialize in the type of process they want to outsource to cut their costs. India is a very favourable choice for these companies to outsource their processes and functions.

Call Centers also known as ITES (IT Enabled Services) may be inbound or outbound which  are dependent on the Information Technology Enabled Services. Work in a call centre may include:
- Voice and non-voice based interactions with the clients, customer support, technical support,human resource management, transaction processing,multilingual support, telemarketing.
- High-skilled jobs of engineering designs and research outsourcing, etc.
- Back end jobs for example finance and accounting transactions, payroll handling, loan handling, insurance transactions, recovery of debts,data entry, data conversions, etc.

Some examples of outsourcing provider  companies include WNS, Nipuna (a subsidiary of Satyam), MsourcE, 24/7, Spectramind, and Daksh.

Positions available in call centres are Agent, Call Centre Executive, Customer Support Executive, Customer Support Specialist, Process Associate, etc. With experience one can move to higher posts like Team Leader, Senior Execitive, Operations Manager, Deputy Manager, Manager, Head, etc.

Personal Attributes required to work in a BPO :
- Good communication skills and proficient in English or other languages
- Good voice quality
- Knowledge of computers.
- Pleasing personality and cool temperament
- Ability to work in shifts.
- Stamina to work for long hours
- Technical and professional knowledge in case of high skilled jobs (e.g. M.B.A, M.C.A, C.A,  researchers etc.
- Positive & tactful attitude and dynamism
- Analytical skills

Call center environment is very complex because of different working conditions but provide lots of opportunity to competent persons who have both sound technical and communication skills.

Some Call Centre Training Institutes:

• Bangalore Institute of Call Center Training, Bangalore
• Future Call
• ITES Grads
• NEXT - Bangalore, Hyderabad, Chennai, Mumbai and Visakhapatnam
• Addvalue Training Solutions
• Convergys
• HERO Mindmine
• Quadrangle

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