Transcript
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ITES : Information TechnologyEnabled Services
Software development, Data entry, Programming,
Web development services
BPO : Business Process
OutsourcingMedical Transcription, Call Centers
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Outsourcing means services and business process carried out
at a different geographical location other than where the actual
market or demand for such services exists.
Business Process Outsourcing (BPO) is defined as the
delegation of one or more business processes to an external
service provider, who in turn owns, manages and administersthe selected processes, based on defined and measurable
performance metrics
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IT Enabled Services is a place which can lookafter your all outsourcing needs whether its aCustomer Relationship Management (CRM), BackOffice Operations/Revenue Accounting/ DataEntry, Data Conversion
India is well positioned to derive benefits from the
ITES market and become a key hub for theseservices.
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Business process outsourcing (BPO) is a formof outsourcing that involves the contracting of theoperations and responsibilities of specific businessfunctions (or processes) to a third-party serviceprovider.
Originally, this was associated with manufacturing
firms, such as Coca Cola that outsourced largesegments of its supply chain
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Various services offered in these segments include:
•
Customer care : including database marketing, customeranalytic, telesales / telemarketing, inbound call centre, websales and marketing, sales and marketing administration.
• Finance: including billing services, accounting transactions,tax consulting and compliance, risk management, financialreporting, financial analysis.
• Human Resources : including benefits administration,education and training, recruiting and staffing, payrollservices, hiring-administration, records management.
• Payment services : credit/debit card services, Chequeprocessing, transaction processing
• Administration : including tax processing, claims processing,asset management, document management, transcription andtranslation.
• Content development : including engineering, design,animation, network Consultancy and management, biotech
research.
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Call center is a centralized office of a company that answers
incoming telephone calls from customers or makes outgoing
telephone calls to customers. They can handle a considerable
volume of calls at the same time and can also log calls. It is
the focal point of customer service for most companies today.Using a variety of technologies including computer
automation, call centers connect the customer and the
organization to meet customer needs in real time.
Call centers have application in many industries offering
customer service. Many organizations use call centers to
solicit clients or customers for new sales or donations and
contributions. They can also be used to accomplish surveys of
customer satisfaction or public opinion.
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Call centers can be divided into three groups: Those that focus on outgoing calling
Those that focus on incoming calls
Those that are established to accomplishmultiple tasks
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Role of Computer in Call Center Technology plays a major role in the call
center. Computers are used to accesscustomer records, product information,ordering status, transaction history and othervarious important data. They play as theprimary and the most essential tool for callcenter agents. They even contact customersthrough email and can also blend mails withphone calls. No call center can work withoutthe availability of computers.
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Significance of Call Center
Call center have particular significance inthree areas : Customer service and retention : Call center serve as the means by which theorganization creates a long term relationship
with individual customers. Direct marketing : Services or products
required by the customer are directlymarketed on phone or on Internet.
Source of management information : A callcenter with good software accumulates agreat deal of information about customers.
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Concentration on core business areas
World-class technology at lower rates
Skilled manpower at affordable prices
Increased productivity Beat Competition
Tax benefits
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Service provider refuses to provide business
the company may loose control over its process
chances of partiality owing to more payment by
other parties The current employees in the company may have
threat due to outsourcing and may not workproperly
Security risk – piracy & communication
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It is a systematic integration of Computer Hardware, Software
and Spatial Data, for capturing, storing, displaying, updating
manipulating and analyzing, in order to solve complex
management problems.
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A geographic information system (GIS) is a computer-basedtool for mapping and analyzing things that exist and events
that happen on Earth Burrough in 1986 defined GIS as, "Set of tools for collecting,
storing, retrieving at will, transforming and displaying spatialdata from the real world for a particular set of purposes"
Arnoff in 1989 defines GIS as, "a computer based system thatprovides four sets of capabilities to handle geo-referenced data:
◦ data input
◦ data management (data storage and retrieval)
◦manipulation and analysis
◦ data output. "
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Exploration and mining companies use GIS information tofind out prospective areas for exploration and mining and alsoto analyze the ore body.
Power companies use GIS to monitor and analyze theelectricity load on the grid network for a particular area
Transportation companies use GIS to help determine the bestroute for delivering there good at less time.
Retail trade companies using GIS to determine the bestlocation for a new outlet.
GIS data is nowadays also used on the Internet for giving an
graphical representation of the users querying.
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