bpo

DIFFERENCE BETWEEN INTERNATIONAL & DOMESTIC BPO

SKILL SETS REQUIRED FOR DOMESTIC BPO

  1. FLUENCY IN LOCAL LANGUAGE
  2.  NEUTRAL ACCENT
  3.  FLUENCY IN ENGLISH WITHOUT MTI (MOTHER TONGUE INFLUENCE), CORRECT PRONUNCIATION WORDS AND PHRASES IN LOCAL AN ENGLISH LANGUAGE

SKILLS SETS REQUIRED FOR INTERNATIONAL BPO

  1. EXCELLENT FLUENCY IN ENGLISH LANGUAGE
  2.  VOICE & ACCENT MODULATION AS  PER THE PEOPLE OF THE COUNTRY YOU SERVE

WORK ENVIRONMENT IN  DOMESTIC BPO

1) WORK  IN SHIFTS AS PER THE REQUIREMENT

2) WORK AS PER THE STANDARDS AND WORKED CULTURE OF THE     ORGANISATION

WORK ENVIRONMENT IN INTERNATIONAL BPO

  1. WORK IN SHIFTS AS PER THE TIME ZONE OF THE DIFFERENT COUNTRIES
  2.  UNDERSTAND AND WORK AS PER THE STANDARDS OF THE COUNTRY YOU ARE SERVICING

CLIENTELE

DOMESTIC BPO UNDERSTAND THE NEEDS OF INDIAN CUSTOMER IN TERMS OF CULTURAL BACKGROUND, LANGUAGE, MINDSETS & ECONOMIC SATUS.

CLIENTELE

  1. UNDERSTAND THE NEEDS AND BEHAVIOUr  OF THE CUSTOMER AND THERE CULTURAL SENSIBILITIES

ROLE OF A CSR

  1. IS THE VOICE OF THE COMPANY
  2. INFORMS THE CUSTOMER ABOUT THE PRODUCTS & SERVICES OFFERED BY THE COMPANY, ANSWERS QUERIES, RESOLVES PROBLEMS, RECORD COMPLAINTS RECORDS OR RECEIVES FEED BACK
  3. CAN ALSO CALLED TO GET APPOINTMENT  FROM THE CUSTOMER FOR A PERSONAL MEETING BY A SME SUBJECT, MATTER EXPERT, TO EXPLAIN THE CONCEPT, PRODUCTS
  4. TAKES OR MAKES CALL THAT SCRIPTED

EXPECTATIONS FORM A CSR

  1. EXPECTED TO COMMUNICATE WITH THE CUSTOMER TO MARKET & SELL THE PRODUCTS AND SERVICES OF THE ORGANISATION
  2. IS REQUIRED TO TALK POLITELY AND PROFESSIONALLY WITH THE CUSTOMERS
  3. IS REQUIRED TO HAVE IN INDEPTH KNOWLEDGE OF THE PRODUCTS & THEIR FEATURES IN ORDER TO CONVINCE THE CUSTOMER TO BY
  4.  IS EXPECTED TO MEET TARGETS GIVEN FOR THE MONTH

REQUIRED SKILLS FROM CSR

  1. LEARNING SKILLS
  2. COMMUNICATION SKILLS
  3. INTER PERSONAL SKILLS
  4. CUSTOMER HANDLE SKILLS
  5. TIME MANAGEMENT, ANGER MANAGEMENT
  6. TEAM WORK
  7. TELEPHONE ETIQUETTES
  8. ATTENTIION TO DETAIL AND ABILITY TO FOLLOW INSTRUCTIONS.
  9.  PROBLEM SOLVING SKILLS ON PHONE