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ITES is a form of third party or support service which has emerged due to the use of resources of IT tools in
various fields such as Banking, Insurance, Finance, Medical, Credit Card, etc. ITES industries have contributed
significantly to the growth of the economy and social transformation in our country.
IT and ITES sector is generating a large number of employment every year. This sector has seen unparalleled
growth over the last decade. With the immense opportunities that this sector has to offer, a large number of
companies are investing to expand and set up I.T. and ITES businesses in India.
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.
The BPO buzz started in India in the mid-nineties. ery few people explored this field in the beginning and
ever since it has undergone a vast change and wide growth.
Types of BPO Services
Following are the types of BPO Services.
Customer upport ervices: These services are related to giving information to clients by responding
through Chatbot, oice, e-Mail, Chats, etc. Such customer support centers operate 24x throughout the
year. Typical examples include resolving customer queries related to travel, order status, product information,
grievance handling, etc.
echnical upport ervices: 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 ervices: 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.
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