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BPO Job Description
There are many jobs in the BPO sector such as those that require you to attend calls, or to make calls, for customer support, making sales, or also for customer retention or for collection of dues. And then there are jobs which are commonly known as back office jobs, team leader position, and other higher management level jobs.
This article will give you a brief description of the main types of jobs that are available in the BPO industry. So let's get the ball rolling.
Voice processes can be either inbound or outbound. In inbound processes you'll be handling calls that customer or prospects make. For example, a telecom company outsources its customer support, so in this you'll be handling calls from their customers on the telecom company's behalf. One other example would be that a prospect customer is calling to get more information about a product or service.
In outbound processes, calls are to be made in order to generate sales or may be to collect dues. For example, a satellite TV company outsources the Telesales department, so in this you would have to make calls to prospect customers in order to generate sales. This type of positions offer good salary with additional incentives for making sales.
For voice positions, one must have excellent communication skills, average computer skills, and the ability to solve the customer's queries quickly. For this they are also required to have good listening skills and having a neutral accent will only help. Having a neutral accent is nothing but having a clear voice without any influences from the mother tongue that you may have.
Almost all international BPO jobs for voice process will have night shifts. For instance, if you join a BPO which has a UK process. Suppose the customer support center starts at 8 A.M and ends at 8 PM UK local time then it would be nearly 1 P.M in India and approximately 3.30 PM in the Philippines. So if you are a worker in India then your shift would start from 1 PM local and accordingly if you are a worker in the Philippines then your day would start at 3.30 PM.
There is always a monitoring process wherein your calls will be monitored for determining your productivity.
Non Voice Process / Back Office
Businesses outsource not only contact centers but also data processing work and administrative operations. So there comes the need of professionals who will do official work that may include creating reports, preparing spreadsheets of daily sales, data entry in a particular software, etc.
Without going into much detail let me put it this way. Work that can be done on a computer system and does not require actual visits or direct face-to-face coordination with clients. Though it may require inter-department coordination and collaboration.
For back office processes recruiters generally require you to have good computer skills, communication skills, written skills (If you can write an email without grammar and spelling mistakes that would be fine), etc. Good computer skills here means you should be thorough with the office applications such as MS Word, MS Excel. Whereas good communication is nothing but getting your thought across in a clear and simple way.
A back office job requires you do the job fast and with minimal or no errors. For that, a minimum 25 words per minute typing is considered good.
Semi Voice Processes
Semi-voice processes are more or like the voice processes. But with a slight difference. The difference is that in addition to handling calls, they might also have to send emails, or to give chat support, may have send to fax etc.
The requirements for these positions are same as the voice processes.
There are also positions for team leaders. They are generally required to handle a specific department or to manage a team and lead them to increase productivity and to keep the team motivated. These positions may also be referred as team manager, process leader, process manager, etc.
Normally team leaders should have 3–5 years of experience.
There are also many other jobs such as voice accent trainers, quality managers, and other management positions.
The BPO job sector is still strong and the upcoming year will also see a modest growth in the sector. Many more companies are looking to start their operations and many of them are looking to expand their existing operations. Not only in major cities but many of them have also started their operations in tier 2 cities.
Despite many of the protectionist measures that the United States has taken in the past year or so, the job growth in countries such as India, China, Malaysia, and the Philippines is only going northwards.
India leads the position with nearly 70–75% of the total market share of the total BPO industry. Countries such as the Philippines, Malaysia, and China are fast catching up. Probably, India will remain the market leader. There are two reasons for it. Viz, the IT sector of India is strong and there are a large number of English speakers.
BPO Job Salary
There is no argument that BPO jobs pay well. Any graduate or even undergraduate having good communication skills can get job that pay 12,000 to 15,000 INR per month in India. And with experience the salary only increases and so does your position. You could move up the higher positions of Team Leader, or even a Trainer.
Below are the approximate annual salary that you will get in various countries. All the below data is courtesy Payscale.com
The calculation is done considering fresher with no experience for Customer Support Representative and Back Office Jobs. Whereas for the team leader position experience of 3 years is considered for calculation.
All the figures below are on a per annum basis. The data below is only an approximation and salaries may differ on company size, your skills among other factors.
BPO Jobs Salary in India, Philippines, Malaysia, and China
Customer Support Representative
Back Office Representative
Rs 125, 017
RM 26, 098
Rs 285, 017
RM 40, 100
This article is accurate and true to the best of the author’s knowledge. Content is for informational or entertainment purposes only and does not substitute for personal counsel or professional advice in business, financial, legal, or technical matters.
Questions & Answers
Question: What is the minimum qualification for joining a BPO in India?
Answer: There are major domestic and international BPOs' in India. The basic qualification required by an international BPO is any bachelor's degree. But many accept class 12 pass as well. Domestic BPOs' easily accept an undergraduate/12th pass.
Apart from these qualifications, international call centers want applicants to have a neutral voice accent. So that with training their voice can be modulated to country-specific requirements. Whereas domestic call centers want people well-versed with the state's regional language viz. Marathi, Tamil, Malayalam etc.
So it all boils down to having basic graduation/undergraduation with good communication skills.
Question: Is knowing Bengali enough for a BPO job?
Answer: This is possible if you are going to be employed in a domestic BPO mainly based in West Bengal. The general norm for being employed in any BPO is that you know the regional language along with a bit of English.
In domestic call centers, you can make do even if you don't have fluent English. Such BPOs work in the area of customer service or after-sales service. Also, these days the caller always has an option to choose his/her language before it goes to the agent/representative.
Yes, you can get employed in a BPO even if you only know the regional language.
© 2011 Aarav
vishal sharma on September 16, 2019:
Good explanations about the bpo company
KrushnA on January 10, 2019:
Hello... sir I have good skill of english speaking. recently I have completed my graduation in computer science i wish to do a job in BPO.I am from aurangabad (maharashtra) How can I get the job ...
Ahmed Hilal on July 16, 2018:
Thank you so much.To give me this information. I'm very thankful to you.
Yash Bandekar on July 05, 2018:
What are the qualifications to own a bpo can you tell me please
Surojit.Paramanik2016@gmail.com on June 26, 2018:
I am very thankful for you.really your information is the best&nice easy way about bpo.thank you.
Vincent on June 20, 2018:
Nitin on March 21, 2018:
Aarav (author) from Mumbai on March 06, 2018:
@Sailaja I will say it is not complex but isn't easy. Especially for fresher's. Many companies are very strict when it comes to discipline, break timings, and process adherence.
Aarav (author) from Mumbai on March 05, 2018:
@Radhika Thanks for the appreciation. Sure, I am in the process of updating the article.
Radhika sharma on March 05, 2018:
Nice information in simple straight language and very apt information. Will u please elaborate the other jobs in BPO which u mentioned in your article ?
Aarav (author) from Mumbai on January 07, 2018:
@Kausar @Akshay Thanks for the appreciation. All the best.
Kausar on January 07, 2018:
Nice information given in an easy way about bpo
Akshay Kolavi. on December 03, 2017:
Really Very Good Information.Nice Artical
Ankit on November 15, 2017:
This was really useful description i want to do job in bpo sector but i dont know how should i join
Sizuka on August 01, 2017:
Thnx bro....it gave me a brief idea regarding BPO
Pratap on July 15, 2017:
Very nice explanation...
Joeseph P. Israel on June 30, 2017:
Such a very helpful information.
Curious people can answered their questions.
And applicants like me can get some ideas about job positions and descriptions.
user on June 16, 2017:
Thank you.we got the description of the bpo work.
user on June 04, 2017:
really usefull..thank you
Sonali on April 03, 2017:
P V Shenoy76 on July 28, 2016:
It was really nice and good to read to get useful details about BPO.
Can anyone join, for instance, a 40 yr old with no experience and who has a long gap after his studies due to an accident in BPO's/Call centres?I'd been neglected by many due to the gap and some think i'm overaged.
What should i do to get a job? Give me some useful tips and advice.
Avinas on June 22, 2016:
sachin on July 18, 2012:
Fabulous blog with loads of info especially for people who are looking out for a BPO job..please feel free to get in touch with me for BPO jobs ...my email I'd is firstname.lastname@example.org
superpipoy on July 01, 2012:
This a very good information. It is very helpful especially to those people who are starting in the BPO industry. Thanks for sharing.
ABDUL KAREEM on February 11, 2012:
I am Abdul Kareem.I Have completed PUC with 60% and B.com with 65%. Further additional i have completed M.S Office; Tally 9.0.So I'm Graduate Fresher Looking for a Job. SO Its good to me after reading Details BPO I Fil its great chance build my career in BPO.Thanks For giving Excellent brief detail about Bpo.
Aarav (author) from Mumbai on December 28, 2011:
@csese77 Feels nice to receive your comment. Yes communicating and coordinating with people is the first requirement of this work.
csese77 from philippines on December 28, 2011:
nice article, it is good for those who love to communicate with clients or other people. keep up the good work kannanwrites.