Business Process Outsourcing has become an important dollar earner for the Indian companies as many companies abroad offload their backend work to Indian arms. It refers to the outsourcing of business functions to achieve multiple benefits of cost reduction, enhanced quality and the capability to stress upon core competence.
To become a CSO (Customer Service Operator) one should have undergone training for the following.
• Language training,
• listening skills,
• telesales etiquette
• cyber grammar,
• Call centre terminology.
• interaction skills,
• country based accent training,
• basic telephone etiquette,
• management skills and
• Customer relationship.
These skills are generally provided by the company on the probation period which may extend up to 5-12 weeks.
Basic eligibility criteria: +2 (Higher Secondary students) with any group as the major or diploma holders with excellent communication skills in English having completed any degree can choose a career in BPOs.
There are no specific courses related to BPOs .The nature of work and skills differ among the various companies in the BPO Sector. Nowadays many private institutions also offer training due to the improvement in the BPO industries.
STI offers international certifications following a Web-based exam after completion of the course. The certifications are Help Desk 2000, Call Centre 2000 and Knowledge 2000 for all the three tiers that are the operators, managers and director.
The salary can be from Rs.7,000 to Rs.13,000 for fresh Call Center Executive and increases with experience and knowledge.
Top institutes or colleges of BPO
•Accent & Communication Training Institute India (ACTI) Call Center Training -Mumbai, India
•Lets Talk Learning Centre for English Communication Skills -Mumbai, India ( 2 Centers) Call Center Training
•Russell's Spoken English Call Center Training -Hyderabad, India
•Station E Language Lab -Chennai, India
•Vidushi Academy Call Center Training -Bangalore, India
•World Language Lab Call Center Training -Bangalore, India