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Some of the most commonly outsourced services of BPO are:
• Customer Support services like call center, live chat support, social media support like Facebook, blogs and forums,
emails and helpdesk.
• Human Resource Management like recruitments, compensation and benefits, training, enhancing performance and
HR data maintenance.
• Payroll Management like salary generation, calculating perks, deductions, salary and incentive annual increase
details cost to the company calculations.
• Technical Support like providing hardware and software maintenance services to the employees, troubleshooting
and running support, infrastructure installation and maintenance.
• Advertisements like digital through online platforms, print through magazines, brochures and newspapers, broadcast
advertisement through TV, radios etc.
• Website services like creating, hosting and maintaining official websites.
• Financial and Accounting services like calculation of income tax, tracking the credits and debits of the customers’
account.
Types of BPOs
The BPOs can be divided into different categories on the basis of kind of work done and geographical area of operations.
On the Basis of Kind of Work Done
On the basis of kind of work done, BPOs can be divided into two types as given below:
• Back Office Outsourcing: Back Office Staff are experts working at the back end of an organisation and deals with
outsourcing internal business processes like data entry, billing, accounting, human resource, purchasing, etc.
• Front Office Outsourcing: Front Office Staff means people with good communication skills and dealing with the
clients or customers. It includes outsourcing services like sales and marketing, helpdesks, customer support services,
telemarketing, etc.
On the Basis of Geographical Area of Operations
On the basis of geographical area of operations, BPOs can be divided into three types as given below:
• Onshore/Domestic Outsourcing: It is outsourcing services within the same country but may be located in a different
city or a state. The main advantage is you get a skilled team in the same time zone, that shares the same language
and culture.
• Offshore Outsourcing: It is outsourcing services outside the company’s own country. The main advantage may be
better geographical area, political stability, skilled low-cost labour and better tax plans.
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