A business consists of many processes like purchase, finance, production, marketing, customer service etc. When a business house outsources one such process to a third party, the third party is called an Outsource. The most basic reason to outsource is to reduce cost, cost relating to manpower / infrastructure / transport, reduce the burden of managing a large workforce so that the business house can concentrate more on core areas. While call centers were earlier described as places where customers were serviced over telephones, today they have become sophisticated business enterprises providing integrated services for customer relationship and knowledge based services. As such if you are working for a BPO it is like working for those companies in their relevant departments.
Who is a Customer Service Representative (CSR)
A CSR works in a call centre. He/she receives and makes telephone calls which are primarily scripted, basic and routine, with the assistance of a computerised system. He/she answers queries of customers, resolves problems, records complaints and receives feedback.
What are the Job Prospects & Career Progression
BPOs today offer an excellent career opportunity, besides an attractive compensation and a great learning potential. The growth of the industry is quick and unique as it is not only vertical but lateral as well which allows a person to experience a variety of functions and opportunities. An individual normally enters the industry in the operations functions for which the growth path is given below:
Customer Service Representation (CSR) --> Sr. CSR -->Team Leader --> Deputy Manager --> Manager
What are the Common Designations in various Industries
Customer Service Associate, Customer Care Executive, Customer Service Advisor, Helpdesk Coordinator, Customer Support Representative, Process Associate-Voice