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Rediff.com  » Getahead » Want to rise in the BPO industry? Click here!

Want to rise in the BPO industry? Click here!

February 17, 2005 12:45 IST
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BPOYou always had questions about working in a BPO.

You wanted to know how to cash in on this fast-growing, fast-paced, exciting world!

Nasha Fitter, our BPO training expert, is here with answers to the questions our young readers asked.

I would like to know how to get a BPO job which is not call/ voice based. I would like a back office job which includes data entry. Where can I search and how? Could you please help me?

- Sunil D

BPOs offer two types of non-voice jobs:

i. Data Entry: This requires updating organisation databases on various details of customers and clients.

ii. Transaction Processing: Answering customer queries and enquiries, and responding to complaints over the e-mail.

The best way to search for non-voice jobs is to get in touch with recruitment consultants, or visit job portals like jobsahead.com and naukri.com, which give a clear distinction of voice and non-voice based openings in BPOs.

I work for a BPO. I would like to know the selection procedure for an Internal Team Leader in BPOs.

- Rajani

Your performance as an agent is constantly tracked (calls are regularly monitored, feedback constantly given).

Each process (in a call centre) also has an individual assessment every six months, and an appraisal every year.

Your promotion to various levels depends on how you fare at these levels.

To be promoted internally as a Team Leader, you should have been an agent with the company for at least a year, with excellent results.

This could vary with different call centres, since each has their own specific internal tracking and promotion procedures.

I would recommend speaking to your HR department.

When I started my career, I nearly joined a BPO. I had cleared the interview and just had to finalise other formalities. A few friends warned me against a call centre job, and I dropped my plan.

Now, after having worked for nearly four years in sales and marketing, I would like to join a BPO for good.

I would like to know whether this industry offers a good enough career growth as to make me stick to it. What is the growth path in this industry? What is the time frame for promotions etc, if fixed?

Should I work in this industry, considering I have ailments which need a regulated lifestyle over the coming months?

Also, I plan to marry soon. Will working in this industry affect this aspect of my life in an adverse manner?

Please guide me.

- Ahmed Daud Aquil

BPO companies are dynamic, challenging and fast-paced.

There are definite growth prospects. After proving yourself as a team leader, you can become Manager of a Process, Training, Quality, or any other support function.

As you continue to grow in the company, you could be promoted to Head of Process and then to Head of Call Centre Operations.

The time frames between promotions depend on performance and on individual company procedures.

To work in a BPO, though, you must be prepared for a challenging job, which would also require you to work during non-morning hours (night shifts), because the clients are international (mainly from the United States, the United Kingdom and Europe).

If this is a problem for you due to family obligations, you could look into domestic call centres.

I hold a BE in Electronics. I have been teaching at high profile coaching classes for five years.

I would now like to shift to the BPO industry. What are the career prospects here?

At what level can I start? What remuneration can I expect? And what is the growth rate?

- XYZ

If you want to stay within coaching, you could look into internal training departments of various BPO companies. You can train soft skills as well as technical processes, depending on your communication skills and technical knowledge.

Remuneration would depend on the call centre and relevant experience.

I hold an MBA degree with a specialisation in Human Resources; I now work in an executive search firm, but would like to get into a BPO.Could you please tell me what sort of opportunities are available here in HR?

- Ekta Pande

There are a multitude of opportunities available in Human Resources in BPO firms. These include avenues such as recruiting and counselling.

With an MBA and prior work experience, you could move into a Team Leader or Assistant Manager (usually requires team building experience, though) position; depending on the BPO targeted and your interpersonal skills.

Do you have a question for Nasha? Write to us!

Nasha Fitter operates Fitter Solutions, a communication and training organisation with expertise in public and interpersonal communication.

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