PROJECT REPORT ON INDIAN CALL CENTER

BPO [Business Process Outsourcing] BPO has been the latest mantra in India today. As the current sources of revenue face slower growth, software companies are trying new ways to increase their revenues. BPO is top on their list today. IT services companies are making a quick entry into the BPO space on the strength of their existing set of clients. We hope to address all issues related to BPO in India on this portal.

Business process outsourcing is the fastest growing segment in the outsourcing market as of now and involves outsourcing back office operations and other business processes like customer relationship management, customer call centers, telemarketing, Payroll maintenance, finance/accounting management among others to offshore destinations.

By outsourcing their business processes the companies can increase their productivity, cut operational costs, provide better customer service, beat competition and in turn concentrate on their main operations by shifting their back office operations to offshore destinations. These are the reasons that companies no matter how big or small they are prefer to outsource their operations and in a frantic pace they have turned this normal phenomena in to a major hype. The Business process outsourcing industry is opening up and people are beginning to realize that outsourcing is a win-win situation for everyone and a trend that is as unavoidable as globalization itself.

1. The basic or traditional type of outsourcing services. It is to curtail direct costs, such as hardware and software maintenance and operation costs.

2. Outsourcing helps lower "indirect" costs and achieve efficiencies in areas related to business processes this is termed Business Process Outsourcing.

3. The Business Transformation Outsourcing.

In today’s world BPO has changed from definition to buzzword. BPO today directly means to the second type of outsource that is outsourcing the 'lower indirect costs.' Now-a-days companies prefer to outsource these services. It is a new concept. "Call Centers" are the BPOs that outsource only the customer care.

In simple language the BPO or Business Process Outsourcing is the delegation of one or more business processes to an external service provider who in turn provides services for the selected process based on certain defined and measurable performance criteria specified by an organization. This generally involves an organization's non-core processes.

BPO companies are the companies who extend the services to the outsourcing companies. Companies believe assigning lower cost business processes to the BPOs will provide