bpo and kpo
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SHREEYA BALAGOPAL01FYBMS
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INDEXDEFINATIONTYPES OF BPOKEY TERMSBPO SERVICESBPO (UESES)ADVANTAGESDISADVANTAGESTOP BPO COMPANIES
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DEFINATIONBPO is contracting of certain tasks
such as HR and customer service to third party service provider
BPO allows companies to focus on core business process
BPO is implemented as cost saving measure for the task that the company requires
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TYPES OF BPO
BACK OFFICE
• Includes internal function like billing and purchasing
FRONT OFFICE
• Includes customer related services like marketing and tech support
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KEY TERMS OF BPO
OFFSHORE
ONSHORE
NEARSHORE
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BPO SERVICE
Customer services
Technical support servicer
Telemarketing service
Employee IT help
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BPO SERVICE
Insurance processing
Data entry services
Book keeping and accounting services
Internet/ online/web research
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BPO (USES) BANKS INSURANCE ASSET MANAGEMENT MANUFACTURING HEALTH CARE IT TELECOMMUNICATION TRAVEL AIRLINES GOVERMENT
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ADVANTAGESCOST REDUCTION
FOCUS ON CORE AREAS
AVOID CAPITAL EXPENTIDURE
REVENUE INCREASE
HIGHER LEVEL OF SERVICE WITH LOWER COST
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DISADVANTAGES POOR QUALITY CONTROL
LACK OF LOYAL EMPLOYEES
RISK OF EXPOSING CONFIDENTIAL DATA
REDUCTION IN STRATEGIC ALLIGNMENT
HIDDEN COSTS
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TOP BPO FIRMS
IBM TATA
INFOSYS WIPRO
COGNIZANT
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TOP BPO FIRMS
CONVERGYS CORP. ACCENTURE
NCO FINANCIAL GENPACT
STERAM GLOBAL
SERVICES
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INDEXDEFINATIONKPO SERVICESKPO (UESES)ADVANTAGESDISADVANTAGESTOP KPO COMPANIES
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DEFINATIONKPO is an outsourcing of a high
end business functions in an organization.
KPO allows both core and non core activities
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KPO SERVICELegal services
Data conversion
Drafting services
Analytical services
Publishing services
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KPO (USES)Business and Technical AnalysisE-Learning SolutionsCartoon Animation & Design Legal Services or Legal Process
Outsourcing Media Outsourcing Intellectual Property (IP) Research Network ManagementCorporate Training & Consultancy
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ADVANTAGES TRAINED PROFESSIONALS AT WORK
INCREASE IN PROFITS
STANDARD OPERATIONAL EFFICIENCY
OPTION TO RECRUIT LARGE WORK FORCE WITHOUT RAISING COST
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DISADVANTAGES QUALITY OF PERSONNEL AND WORK
CANNOT BE GUARNTEED
SHORTAGE OF SKILLED EMPLOYEES
REDUCTION IN COMMUNICATION DUE TO LANGUAGE BARRIER
INABILITY TO PROTECT COMPANYS INTELLECT PROPERTY
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TOP KPO FIRMS
FRACTAL ANALYTICS
HARTE HANKS
BUXTON ADVENTITY
WNS
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TOP KPO FIRMS
INFOSYS CONVERGYS
INTELNET MARKET EQUATIONS
WIPRO
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DIFFERENCE BETWWEN BPO
AND KPO
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PARAMETER BPO KPOImportance of process for client
Low end process High end process
Domain expertise required Low High
Value delivered to client Low High
Pricing Less than US $15 Can go up to US $50-60
Degree of complexity Less . High
Function Volume driven Insight driven
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FUTURE OF BPO AND KPO
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