BPO/ ITES/ CALL CENTRE
Information Technology Enabled Services BPO/ ITES/ Call Centre is one of the industry which
offers a considerable number jobs in Chennai for fresher’s.
BPO/ ITES/ Call Centre Industry in Chennai engage Graduates in any discipline and few companies
in BPO/ ITES/ Call Centre Industry accommodate candidates who have completed Higher Secondary Education.
Processes in a BPO/ ITES/ Call Centre
The Processes in BPO/ ITES/ Call Centre Industry are classified as
1. Voice Process
Voice process is classified in different terms
(i) Based on process
This involves providing technical support to customers ISP, Network, System issues ...etc
Non-Technical support is all about customer care, sales, mortgage collection ....etc
(ii) Based on Calls nature
(a) Inbound (Incoming calls)
Inbound means an act of the customer calling the call centre to obtain a detail, for example
a person using certain facility may call up the customer service to know the details of the policy,
procedures, status, payment, balance in his account...etc
(b) Outbound ( Outgoing calls)
Outbound calls are usually sales calls of a product or a service, The centre will have the
database of the targeted customers of the client, which the dialer will automatically dial to the
intended customers. A insurance company may want their existing customers to renew their
policy or they reach a list of potential customers to sell their products.
(iii) Based on Customer Location
The International voice process is used for foreign clients to do sales and customer service
The domestic voice process is used by Indian companies to reach their customers in India
alone, its predominantly used by telecom companies and banking companies.
2. Semi Voice Process
The semi voice process has about 70% voice process and 30% of non-voice process and this
involves interaction with the customers and the client
3. Non Voice Process
Non-Voice Process is mainly centred on the individual's written skills, typing skills and a good
communication skill in english as this process involves writing e-mails and to have a chat conversation
with your customers.
The selection process for this Non-voice process involves three rounds.
(a) A Typing Test Round
Since this very Non-voice process relays on typing this test is done as first, the minimum requirement
is to type a minimum of 28 words per minute(WPM) and mainly two factors are assessed on this test
The minimum desired speed is 28 words per minute is desired
The minimum desired accuracy is more than 90%
There are various typing test tools available online to know your position on these two parameters.
(b) HR Round of discussion
The questions of HR Round will revolve around your name, Age, Qualification, family, hobbies, your
area of interest ...etc
The HR round questions are elaborately discussed on our web page.
(C) The third round of interview is that of the Operations.
The questions of Operations round are completely oriented towards the specific process of your client.
The Structure in a BPO
1. Service Delivery Manager
Person responsible for all the processes
2. Operations Manager
Person responsible for a single process
3. Team Leader
Person responsible for his Team performance and normally the team will comprise of 15 agents along with 2 team coaches.
4. Senior Call centre Executive/Team Coach
Person takes calls individually also helps the new recruits to take calls by coaching and guiding.
5. Call Centre Executive
Person who does the basic business function of taking the calls or making the calls.
Short listing resumes by identifying the right profile and conducting the selection rounds
Product Training, Process Training, Soft Skills and Voice and Accent
3. Human Potential Management
Planning career growth of employees. All BPO’s have a high attrition rate. This function has to
ensure that it provides growth opportunities and various career options. They come out with various
policies which are normally referred to as HR interventions to keep the employee happy.
4. Sexual Harassment
To prevent exploitation of an employee
Generating new business for the company
6. House Keeping
Maintenance & upkeep of the company premise
Managing the funds of the company and also looking at various options to raise money for the
company wherein the cost of funds is low
Maintaining day to day cash transactions, preparing bank reconciliation statements and preparing the
yearly balance sheet and file income tax returns. Preparing monthly salary statements and ensuring that all
statutory payments are made and records are in order
The assessment areas of candidate in a BPO
A candidate is assessed in the following areas in a BPO
Demonstrates understanding / knowledge, technical or otherwise
Elaborates on personal experience
3.Qualifications (not restricted to formal Education)
Discusses and provides the evidence of essential & desirable qualifications
Clarity of expressions, assertiveness and ability to share information
5.Leadership and Personality skills
Appearance, attitude, poise, rapport, business-like approach, present ability, influencing skills
The above said areas are assessed on a scale of 5 to 1 which are measured as 5=Outstanding
4="Excellent" 3="Satisfactory" 2="Some" Deficiencies 1="Unsatisfactory" respectively.