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Administrative Services: Payroll, logistics and back office operations.
Healthcare: Medical billing, coding and transcription.
Legal and Data Management: Legal databases and data processing.
Content and Technology: Content development, GIS and IT help desk.
Business Operations: Software development, data warehousing, ERP and telecommunications.
ITeS helps organisations reduce costs and enhance service standards by outsourcing and optimising processes
across various sectors like finance, HR, healthcare and manufacturing.
BPO
BPO stands for Business Process Outsourcing. It means outsourcing business processes or functions to a third
party to get faster results at lesser cost with proper quality.
Outsourcing is usually defined as “The process of an organisation
entering into a contract with another organisation to operate and
manage one or more of its operations or functions of the parent
company”. BPO in a broader sense means employing an external
agency or a third-party vendor to get the job done to attain maximum
accuracy at a comparatively lesser cost. The business transactions in
BPO could range from customer service, sales, collections and data processing to high-end technical support,
maintaining HR payrolls, predicting market trends and so on. These can be either voice-based or data-based
(non-voice) processes.
BPO also comes under IT services as IT plays a very useful role in optimising the business performance.
Types of BPO Services
Following are the types of BPO Services:
Customer Support Services: These services are related to giving information to clients by responding
through chatbot, voice, e-Mail, chats, etc. Such customer support centres operate 24x7 throughout the year.
Typical examples include resolving customer queries related to travel, order status, product information,
grievance handling, etc.
Technical Support Services: These types of BPO services provide technical knowledge at the outsourced
centre to resolve customer queries pertaining to computer hardware, software, peripherals, and the Internet.
The queries handled include online training for user registration, recovering passwords, installation, product
support, troubleshooting and usage support. For example, if a customer is unable to install an application
on his computer, it is the online technician who troubleshoots the issue.
Data-Entry Services: These types of BPO services include entering data at a fast pace and care to maintain
a high degree of accuracy. For example, maintaining data related to sales, data entry of student details,
data entry of voters, mortgage, etc.
Accounting Services: These types of BPOs include services related to maintaining general ledger, financial
statements, balance sheets, bank reconciliation statements, assets and liabilities, etc.
Online Services: Such BPO services include online sales and purchases, e-booking, e-ticketing, etc. This is
one of the fastest modes to reach out to a majority of customers worldwide in the shortest span of time
and at a lesser cost.
In addition to the above services following are the popular services of the BPO industry:
Back Office Operation Data Processing Human Resource Services
Insurance Claim Service Legal Databases Medical Transcription
Introduction to IT-ITES Industry 107

