Gives you the finest way to Enter into BPO sector By FA’HAD FAROOQ
BPO BY FA’HAD FAROOQ
BPO
&
Call Center
Business Process Outsourcing means to do
Outsourcing Work Call centers are those where Telephone calls are being handled
What is OUTSOURCING? Delegating a Company’s Business Processes To
Third Party
Works can be Outsourced. Technology Service Outsourcing Tech Support Web Hosting Web Security & Solution
Business Process Outsourcing Human Resources Finance and Accounting Back Office Administration Payment Processing
Web Designing/Development/ Maintenance.
CRM Logistic Management
Why PAKISTAN? Maximize working hour (24×7)shifts
Lower land costs BPOs In PAKISTAN
Internet and IPLC connectivity on same LAN
Expansion of Road Networks
Easy & Effective Manpower Increase Capabilities
$B
25 20 15
% (CAGR) Total Market Size ($ B) 2002
8.1
2005
19.8
2008
42.2
90%
77%
19.8
60% 45%
44%
40% 10
38%
5
3.1
1.8
0.8
8.7
29% 4.9
3.1
15%
13%
2009
Pakistan
Canada
Others
Europe
Eastern
Central &
China
Mexico
Philippines 2006
45% 30%
0
2003
75%
0%
CAGR FA’HAD FAROOQ
CALL CENTRE :-
A call centre is a place of network of places, where a customer’s queries can be dealt with satisfaction to the customer. A call centre is a place, which interacts with the customers, either by making or receiving calls, for business purpose. It is the core work of the call centre.
Call center Industry in Pakistan has developed over the years to be the most profitable business venture. If you look over to our neighbours' in the east “India” the market over there have been monopolized with many big call center not providing new ones to establish themselves. In this regard Pakistani market is far more better with not only it gives you a chance to Invest , but there are different government bodies which help you in this regard.
Many call center from USA ,UK , Australia and Canada are functioning in Pakistan, which gives you a glimpse of growth and the clientele of this industry. The basic reason why Pakistan became a call center haven in last few years is because of its work force,CSR’S and TSR’S in Pakistan have best accent in this whole region of South Asia, outclassing are counter part India who have destroyed their name in this Industry, with Introducing call center who had no substantial standing in the market and all this was done in the name of expanding of the industry.
Professional behaviour,acsent and communication skills of the employee's working in Pakistani call center Industry have attracted big companies from EU, America and Far east.
Kinds of Call Centre § According to Geographical location:-
DOMESTIC:-Receiving & Making calls in same country. INTERNATIONAL:-Call made in one country &
received in other country.
• According to process:Inbound:-Where the calls are received. Outbound:-Where the calls are made. u
According to Technology:Technology:Voice Based:Based:-Which interacts with
the
customers by using voice only.
Web Based:Based:-Which interacts the customers
through web.
Talent Pool in Pakistan
{
PG Comm. PG Science PG Arts
Eng Grad 7% Eng Diploma 7%
Science Grad 17%
Commerce Grad 19%
Arts Grad 40%
2007 Estimates - 3 million graduates & post-graduates FA’HAD FAROOQ
How many jobs from US are moving offshore? Number of U.S. Jobs Moving Offshore
Sl.No Job Category
2000
2005
2010
2015
1
Management
0
37,477
117,835
88,281
2
Business
10,787
61,252
161,722
48,028
3
Computer
27,171
108,991
276,954
72,632
4
Architecture
3,498
32,302
83,237
84,347
5
Life Sciences
0
3,677
14,478
36,770
6
Legal
1,793
14,220
34,673
74,642
7
Art, Design
818
5,576
13,846
29,639
8
Sales
4,619
29,064
97,321
26,564
9
Office
53,987
295,034
791,034
1,659,310
Total
102,674
587,592
1,591,101
3,320,213
Pakistan VS USA BPO operating costs
US$ Cost per FTE (Full Time Employee)
Personnel
United States
Pakistan
Pakistan as % of US costs
42,927
6,179
14%
G&A Expense
8,571
1,000
12%
Telecom
1,500
2,328
155%
Property Rentals
2,600
847
33%
Depreciation
3,000
1,500
50%
58,598
11,854
20%
TOTAL EXPENSES
What skills are required to work in a Call Center? SEGMENTS
Call center
SKILLS
Good communication Language skills Accent Understanding team leadership Basic computing skills CRM
How to speak in a British Accent?
Just watch some British movies and listen to British radio or audio books and eventually you'll pick it up. Immerse yourself in it, just like you do when you're learning a new language
Received Pronunciation (RP) is a form of pronunciation of the English language (specifically British English) which has long been perceived as uniquely prestigious amongst British accents. About two percent of Britons speak with the RP accent in its pure form.
Received Pronunciation may be referred to as the Queen's (or King's) English, on the grounds that it is spoken by the monarch. It is also sometimes referred to as BBC English, because it was traditionally used by the BBC, yet nowadays these notions are slightly misleading.
Questions & Answers
+92 – 111-ENSIGN-(367446)
BY FA’HAD FAROOQ