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BPO TALKS, Marikina City (2025)

16/08/2023

There are many different subsets of business process outsourcing (BPO), each with its own specific focus. Some of the most common BPO subsets include:

✅Knowledge Process Outsourcing (KPO): KPO involves outsourcing highly skilled and knowledge-intensive tasks to a third-party provider. This can include tasks such as financial analysis, legal research, and medical transcription.

✅Legal Process Outsourcing (LPO): LPO involves outsourcing legal work to a third-party provider. This can include tasks such as document review, research, and drafting of legal documents.

✅Information Technology Outsourcing (ITO): ITO involves outsourcing IT-related tasks to a third-party provider. This can include tasks such as software development, IT infrastructure management, and helpdesk support.

✅Human Resource Outsourcing (HRO): HRO involves outsourcing HR-related tasks to a third-party provider. This can include tasks such as payroll processing, benefits administration, and recruitment.

✅Customer Relationship Management
(CRM) Outsourcing: CRM Outsourcing involves outsourcing CRM-related tasks to a third-party provider. This can include tasks such as lead generation, customer support, and marketing.

✅Finance and Accounting Outsourcing (FAO): FAO involves outsourcing finance and accounting tasks to a third-party provider. This can include tasks such as accounts payable, accounts receivable, and budgeting.

✅Call Center Outsourcing: Call Center Outsourcing involves outsourcing call center operations to a third-party provider. This can include tasks such as customer service, technical support, and sales.

These are just a few of the many different BPO subsets that exist. 👈

The specific subset that is right for a particular company will depend on the company's needs and goals.

16/08/2023

Companies can prefer BPO services for two areas of work: back-office and front-office services.

✅Back-Office Services
Back-office services can also be known as internal business functions, and these services do not depend on customers. In other words, back-office employees and customers do not meet with each other.

At the beginning of the development of back-office outsourcing, there were only administrative tasks, but now BPOs offer different back-office services, in addition to administrative functions. For example, content writing, digital marketing, e-commerce, information technology services, human resources, accounting, and payment processing are considered in back-office outsourcing.

✅Front-Office Services
Front-office services are based on customers; employees deal with existing and potential customers. At that point, contact centers can be considered. BPO call center is a good example of front-office functions, so front-office employees should have effective communication and listening skills. In addition to contact center services, information technology-enabled services, sales, and marketing are found as front-office functions.

16/08/2023

The BPO industry is divided into three categories, based on the location of the vendor. A business can achieve total process optimization by combining the three categories:

✅Offshore vendors are located outside of the company’s own country. For example, a U.S. company may use an offshore BPO vendor in the Philippines.

✅Nearshore vendors are located in countries that neighbor the contracting company’s country. For example, in the United States, a BPO in Mexico is considered a nearshore vendor.

✅Onshore vendors operate within the same country as the contractor, although they may be located in a different city or state. For example, a company in Seattle, Washington, could use an onshore outsourcing vendor located in Seattle, Washington, or in Huntsville, Alabama.

14/08/2023

While speaking English fluently is a basic requirement for most BPO jobs, it is not the only factor that will determine your success in the industry.

Here are some other skills and qualities that will help you to succeed in BPO:

✅Communication skills: BPO workers need to be able to communicate effectively with both clients and co-workers. This includes being able to speak clearly and concisely, as well as being able to listen and understand what others are saying.

✅Problem-solving skills: BPO workers often face challenging problems on a daily basis. They need to be able to think critically and creatively to find solutions to these problems.

✅Attention to detail: BPO workers need to be able to pay attention to detail and avoid making mistakes. This is especially important when working with sensitive customer information.

✅Teamwork skills: BPO workers often work as part of a team. They need to be able to collaborate effectively with their co-workers to achieve common goals.

✅Adaptability: The BPO industry is constantly changing. BPO workers need to be able to adapt to new technologies and processes.

✅Customer service skills: BPO workers often interact with customers directly. They need to be able to provide excellent customer service and resolve customer problems in a timely and efficient manner.

If you have the skills and qualities listed above, you will be well on your way to success in the BPO industry. Even if you are not a native English speaker, you can still succeed in BPO if you are able to speak English fluently and have the other skills and qualities that employers are looking for.

14/08/2023

Let's go back in time. 🕹

Knowing when and how Business Process Outsourcing (BPO) started is important for a number of reasons. It helps to understand the history of the industry and how it has evolved over time here in the Philipines. This can be helpful in understanding the current state of BPO and the challenges and opportunities that it faces in our country.

As the BPO industry continues to evolve, it is important to stay informed about the latest trends and developments. This will help businesses to make informed decisions about how to use BPO to achieve their goals.

11/08/2023

Here are some additional points to consider:

📍 BPO is a broader term than call center. BPO can encompass a wider range of processes, while call center is more focused on customer service.

📍 Call centers are a type of BPO. All call centers are BPO providers, but not all BPO providers are call centers.

📍 BPO can be used for a variety of purposes. BPO can be used to improve efficiency, reduce costs, and gain access to expertise.

📍 Call centers are typically used for customer service. Call centers are typically used to handle inbound and outbound calls from customers.

If you are liking video contents like this, follow for more and I'll see you again on the next episode of BPO TALKS! ❤️

11/08/2023

BPO vs Call Center? 👀

Are they just the same? If they are not the same, what differences they have?

BPO and call center are often used interchangeably, but they are actually two different things.

✅ BPO stands for business process outsourcing. It is a practice where a company outsources its non-core business processes to a third-party provider. This can include a variety of processes, such as customer service, technical support, accounting, and human resources.

✅ Call center is a specific type of BPO that focuses on customer service. Call centers typically handle inbound and outbound calls from customers, but they can also handle other forms of communication, such as email and chat.

10/08/2023

Over the years, we witnessed the change and improvement that happened in the BPO sector.

Backed with my personal and other people's experiences in this industry, I strive to make a positive impact. My aim is to produce BPO contents that are informative, entertaining, inspiring, and creative.

Furthermore, our utmost goal is to help people learn, contribute in their professional growth, inspire young professionals and shed spotlight in this industry.

Join me in this endeavor, ka-BPO Talks! ✨

BPO TALKS

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