E-Paper
Outsourcing
Outsourcing
About five years back, the call centres were suddenly the buzzword. Just about anybody ambitious or desperate for a better job was willing to trade his regular job for this 'lucrative' one. The salaries were a great attraction. Nature of the job being 'direct customer interface' type, it meant you acquired the accent of the country the call centre company was from. This sector in, due course, metamorphosed into the Business Process Outsourcing (BPO) sector.
Largely Indian BPO companies work in the following areas: customer care, finance, HR, payment services, administration and content development.
Companies in the West had to 'outsource' processes that would be way too expensive in their native country. As a sample of the job to be done, HindustanTimes.com spoke to Wipro Spectramind, which is into outsourcing of services across various fields from tourism to finance.
BRIEF DESCRIPTION
Involves attending to inbound and outbound customer calls to attain the business objective. This includes providing timely resolution to attain customer satisfaction as per service level agreement with the client.
EXPECTED REMUNERATION
It could range from anywhere between a CTC of approx Rs. 1,70,000 per annum for an undergraduate to a CTC of approx Rs 1,90,000 for a graduate with experience. Salary fitment is done on the basis of educational qualification and relevance of prior work experience to the BPO industry, if any.
SOCIAL STANDING
International exposure to people of all age groups. Interpersonal skills enhancement and confidence building one of the most rewarding jobs in terms of monetary incentives along with knowledge and skill enhancement.
YEARS OF TRAINING REQUIRED
Training period specific to the process requirements, minimum period being at least 4-6 weeks.
PLACES TO TRAIN
In-house training which ranges from 4-6 weeks involving process training, soft skills training and voice & accent training. In some cases training modules are outsourced to preferred vendors with the desired performance track record in the relevant domain within the BPO Industry.
PLACEMENT
In India: Wipro Spectramind, Citigroup's Progean, HCL Tech's Apollo Contact Centre of British Telecom, EXL Services, ICICI One Sources' Customer Asset, Warburg Pincus WNS' Town and Country Assistance, Optimus (Polaris) IBackOffice and Household Credit, USA's Intellinet.
Within Wipro: Option to be transferred to any of the companies under the Wipro umbrella brand, basis availability of suitable openings and attaining minimum performance standards, basis the requirements in question.
CHANCES OF GOING ABROAD
Depends on company policy and if it has branches outside.
Within Wipro: Depending upon customer requirement an associate you may be sent for training abroad. For all others it is as per business requirements. There's the option to be transferred to any of the companies under the Wipro umbrella brand, on the basis availability of suitable openings and attaining minimum performance standards, on the basis the requirements in question also exists.
WORK HOURS
24/7 in shifts as per laid down guidelines.
PERKS/OTHER BENEFITS
Accidental and medical insurance coverage. Free pick up and drop facility, free in-house medical facilities, Concierge, Distance Learning, etc
The facts and figures quoted here are indicative, not exhaustive. These are broad industry estimates and do not pertain to any particular company.
For getting an overall picture of the IT Enabled Services industry HindustanTimes.com spoke to Rakesh Sharma, Vice President, Human Resources, Wipro Spectramind in Delhi.
