of the important business prospects for the BPO industry that are
opening up in the near future according to NASCOMM include:
Customer support services: functions include technical help &
help desk features where in the operators located in call centers
provide assistance to the clients and personnel of their corporate
clients. This requires direct customer interaction.
Marketing services : this includes sales and marketing activities.
Content development and consultancy for automated voice broadcast
campaigns is an important aspect of this telemarketing activity.
Sales activity involves attending to customers who place orders
over the phone.
Human resources services: functions that are being outsourced include
payroll, benefits, education/training, recruiting, personnel administration,
contingent workforce management, and workforce analysis.
Finance & accounting services: though this started with transaction
processing activities, the market is expected to move to offering
financial analysis solutions to help the clients in making their
Engineering services : these are meant to provide technical consultancy
in the creation of a product or service. Functions include research
& development, product design, testing, project management,
documentation and engineering analysis.
Logistics : this includes supply chain management issues meant to
reduce inventory costs and improve delivery schedules. The services
also include invoice collection, payment processing, transportation
route optimization, warehousing and inventory control.
Healthcare : the industry started with medical transcription services
and the trend is towards services such as disease management and
skills & personality traits needed
of the professional and personal qualities required in prominent
BPO areas are given below. As can be seen from the foregoing discussion,
BPO business is not just something focused on call-center activity.
Opportunities are opening up for professionals, processing a variety
importantly, it appears that strong professional skills along with
familiarity with software/hardware aspects will be the basis for
careers in this industry. These professional skills required range
from finance & accountancy to engineering management & operations
research to business administration to pharmacy and more.
addition that a professional acquires is one of the strongest incentives
that draws the best and brightest people into any industry. The
nature of work in BPO industry is moving in this direction. This
is a welcome development which is expected to open up global opportunities
for talented and hardworking local professionals.
author is Principal, Nopany Institute of Management Studies, Kolkata)
Prof. (Dr.) P.K. Dutta