bpo kpo

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A presentation on role of HR MARKETING in BPO/KPO :



TOP 10 BPO/KPO Genpact TCS WIPRO WNS Global Services ICICI OneSource EXL Service Copal Partners McKinsey & Company Accenture Infosys

What is BPO:

What is BPO Business process outsourcing ( BPO) refers to the outsourcing of business processing services to an outside firm, replacing in-house services with labour from an outside firm. Advantages: Increases company’s flexibility in a way that company is able to focus on its core competencies. . Key employees are released from performing non-core or administrative processes and can invest more time and energy in building the firm’s core businesses. Increases the speed of business processes. A company may be able to grow at a faster pace as it will be less constrained by large capital expenditures for people or equipment that may take years to amortize, may become outdated or turn out to be a poor match for the company over time . Limitations: Outsourcing of an Information System, can cause security risks both from a communication and from a privacy perspective.

Knowledge Process Outsourcing :

Knowledge Process Outsourcing KPO stands for Knowledge Process Outsourcing. KPO includes processes that demand advanced information search, analytical, interpretation and technical skills as well as some judgment and decision-making. It is essentially an offshoot of business process outsourcing (BPO). One can call it a high-end activity, which is likely to boom in coming years. There is a huge potential in this field of knowledge. The whole concept of KPO is information driven.

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What functions does KPO covers?

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Segment Segment breakdown Key skills requirement Legal Services Patent search, contract drafting, legal research, litigation support, secretarial work, legal coding, transcription Proficiency with English, knowledge of the client country laws. Engineering Services 2D and 3D modelling, conversion, finite analysis, value engineering, dynamic analysis, etc. CAD/CAM, drafting, modelling, product design. Content Development & Publishing Data warehousing, content planning, proofing, pre-press production, writing, editing, designing, etc English writing skills, journalism/editing experience, knowledge of design tools and more. Market Research & Data Analysis Primary research, surveys, secondary research, statistical modelling, report writing, synthesis. Analytical skills, knowledge of statistical tools, presentations, MBA, Econometrics. Financial Research & Analytics Industry research, company valuation, equity research & analysis, due diligence, financial reporting, risk assessment Knowledge of financial markets, statistical tools and a masters in finance – CFA, MBA finance, etc. Biotech/Pharmaceuticals Clinical research, gene mapping, drug discovery, etc. Masters in science, medicine etc. Education & Training Instructional design, courseware development Subject matter expertise, teaching experience.

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List of professionals with skill sets who are employed by KPO Firms: IT Consultants with significant experience. .Net (Dot Net) Programmers having necessary qualifications and certifications. Web designers and web developers. Web marketing consultants, including SEO’s and SEM’s with proven track records. Accounting professionals, mainly professional chartered accountants. Certified auditors who have experience with accounting standards followed by other countries, apart from India. Web researchers who will maintain predefined accuracy in web research. Web support professionals having knowledge of industry parameters. Data entry operators, form-processing operators with good typing speed. Search Engine Optimizers and SE Marketing professionals. Content Development Services like Technical Writing,WebContent writing, Fiction Writing, Proofreading Services,Editing Services.

BPO vs. KPO:

BPO vs. KPO You require high skills to work for KPO when compare to BPO ,the area of work for BPO will be some thing like order processing or even web development or document processing of Insurance company and so on . KPO involves "high-end" tasks being outsourced. These tasks are defined as high-end ones because it requires in-depth analysis and perspective. Some of these tasks include legal work, research and development, web content, design, and many others. KPO is more like a challenge as it demands advanced and expertise skills on part of its employees. KPO unlike BPO is not just restricted to information technology. It specializes in various other challenging sectors namely business research, Clinical research, Intellectual property research etc.


BPO vs KPO Data processing Basic data entry Setting up of a bank account Department Outsourcing Provides technical support Provides email support to its customers Analytics and optimization algorithm R&D in enterprise application areas such as, SCM, ERP, CRM, MR, BI, BPM Primary, secondary and web-based market research Category/brand performance measurement, tracking and control at micro-market level Precision marketing, customized products and services in finance, insurance, telecom services For retailers, store and shelf space management at neighbourhood market level and store level BPO undertakes KPO undertakes

Role of HR in BPO/KPO:

Role of HR in BPO/KPO Talent Acquisition : walk-in, recruitment consultants, off-location and outstation drives, print media . Talent Management : The Entry-to-Exit HR Processes, leadership development, succession planning, Compensation and benefit would all be clubbed under this area. Orientation and Induction : The prime purpose of the First Day orientation is to make the talent ready for trainings to start right from the following day. Culture orientation is done briefly on Day one. Training and development Performance Management : The productivity would be measured monthly. The overall performance feedback is given annually. The midyear review is a preliminary to the final review at the year end. Not much different from other sectors. Payroll and MIS : . Most of the BPO have different structures for monthly and quarterly payments compared to other knowledge sectors where reimbursement would be higher and the incentives are rolled at the end of the year with bonus and hikes.  The MIS system is required to be robust as the data provided would be upgraded at a very short interval. Managing attrition Other HR Initiatives : Planning of monthly event with fun activities, preparing the employee for career progression , employees are encouraged to use open-door policy to get their questions answered.

HR pay packages:

HR pay packages Fresher's with No Job Experience Monthly: Rs 8000 – 20,000 per month Annual: Rs 96,000 – 2.50 L per annum Professional with 2 – 3 Years of Work Experience An experienced professional can get Rs 50,000 – 60,000 per month Professional with 6 – 8 Years of Work Experience Managers can get monthly salary of Rs 70,000 – Rs 1 lac per month, depending on organisation to organisation.

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Market Research Analyst Job Description Global Customer Intelligence & Market Intelligence is responsible for assimilation and dissemination of information, Complete analysis of sales - breakup product wise, country wise, export/domestic/imports, segment wise and realization. Industry: KPO Functional Area: Marketing Role Category: Senior Management Keyskills : Market Research Analyst, Market Research Manager, Market Research, Assimilation, Dissemination

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Online Marketing Specialist Job Description Key Responsibilities Responsible for marketing key services for a specific market/geography. Team management. Competitor analysis and monitoring. Identifying industry trends, market gaps and improvising existing USPs. Assist in making pricing decisions for various services Assisting in the plan and implementing of new campaigns Perform Market research, develop client acquisition strategies and work with CRM team to build existing client relationships. Analyse trends and strategize online and offline initiatives. Interacting and coordinating with designers to make / improvise websites, marketing material etc Track visitors / customers trends, analyze and accordingly take action related to website, existing campaigns or launch of new campaigns. Working on SEO and SEM for the company websites Making pricing decisions for various services Manage the marketing team of non-natives and designers

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Tele Marketing Executive Job Description 1)Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation. 2)Contact businesses or private individuals by telephone in order to solicit sales for our services, 4)Obtain customer information such as name, address, and payment method, and enter orders into a central database. 5 )Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazines,newspaper’s etc. 6)Answer telephone calls from potential customers who have been solicited through advertisements. 7)Telephone and/or write mails/send mailers to respond to correspondence from customers or to follow up initial sales contacts.

What Is SEO :

What Is SEO Whenever you enter a query in a search engine and hit 'enter' you get a list of web results that contain that query term. Users normally tend to visit websites that are at the top of this list as they perceive those to be more relevant to the query. If you have ever wondered why some of these websites rank better than the others then you must know that it is because of a powerful web marketing technique called Search Engine Optimization (SEO). SEO is a technique which helps search engines find and rank your site higher than the millions of other sites in response to a search query. SEO thus helps you get traffic from search engines.

Search engine marketing:

Search engine marketing Search engine marketing ( SEM ) is a form of Internet marketing that involves the promotion of websites by increasing their visibility in search engine results pages (SERPs) through the use of paid placement, contextual advertising, and paid inclusion. Depending on the context, SEM can be an umbrella term for various means of marketing a website including search engine optimization (SEO), which "optimizes" website content to achieve a higher ranking in search engine results pages, or it may contrast with SEO, focusing on only paid components.

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System Admin :

System Admin Job Description Investigate hardware, software, network and operating system incidents; provide temporary workarounds and permanent solutions to incidents that arise. Provide detailed, accurate technical advice and practical support to various departments. Perform Root Cause Analysis for failures. Research, test, configure and install new hardware. Work alongside other internal and external teams to meet new business initiatives, implement new solutions, maintain services and assist with the testing requirements.

Business Systems Analyst :

Business Systems Analyst Job Description - Develops and improves business processes within the technology and business organizations and understands client requirements. - Responsible for the collection, analysis and documentation of a client's business needs and requirements. - Participates in Customer planning sessions to improve a business process within an assigned area. - Uses a structured requirements process to assess near-term needs. - Identifies business priorities and advises client on options. - Ensures change management and communication of change is done in a systematic way for projects where initial requirements may evolve during the lifecycle of the project.

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