KNOWLEDGE PROCESS (KPO) JOBS IN INDIA

The KPO is said to be a new wave like “tsunami” that has started in the whole world.Its trend has started affecting Indian job market and people are flowing towards this because of the better payouts that are offered.The primary benefits of KPO are 40-60% of costs are reduced compared to cost of professionals in the client’s country of origin. KPO provides companies an opportunity to tap into specialized knowledge in various vertical business domains.It covers many areas, which until now were considered as strictly onshore operations are moving to offshore locations. KPO Industry is handling more amount of high skilled work other than the BPO Industry. ccording to a report of National Association of Software and Services Companies (NASSCOM), the Indian chamber of commerce that serves as an interface to the Indian Software industry, Knowledge Process Outsourcing industry is expected to reach 17 billion US dollars by 2010, of which USD 12 billion would be outsourced to India.Indian job market has emerged as a growing employment provider with many candidates indulged in job search for newer vacancies that are arising.Call centre jobs in India are mostly available in cities like Delhi, Bangalore, Hyderabad, Cochin, Pune, Chandigarh, Gurgaon & Noida as call centres are mainly functioning from these cities.bpo jobs,bpo jobs in india,bpo kpo jobs,call center jobs,call centre jobs,jobs in india,kpo jobs india It involves outsourcing of knowledge intensive business processes to other geographic locations.The biggest companies in KPO sector include Evalueserve, McKinsey, RocSearch, Copal Partners, Pipal Research, Inductis, WNS Global, Accenture, Aptara, etc.This industry description includes outsourcing of high-end complex tasks and processes like market research, investment research, patent filing, legal and analytic services, sourcing and information management, amongst others. refers to the outsourcing of high-end complex tasks and processes like market research, investment research, patent filing, legal and analytic services, sourcing and information management, amongst others. The future of KPO in India depends not only on how India moves up the value chain in terms of services and offerings but also on how India can provide human resoucres in the form of It professionals,engineers,scientists. Large talent pools and favorable government policies together make India the most favourable place for newer career opportunities.KPO firms provide domain-based processes and business expertise, rather than just process expertise, and actually make many low level business decisions that are easily given up if they conflict with high level business strategies. Eventhough China is another competitor most closely who is provising labour power to the call centers,India is always on top of them.According to researches conducted by Global ICT shows that at least 10,900 IT and BPO jobs mostly designedfor China from 2007 to 2009 are being redirected to countries like India, Malaysia, the Philippines and South American countries.This is claimed to efficiently increase productivity and increase cost savings in the area of market research. Organizations are adopting outsourcing to meet their market research needs. Advocates claim that the trend is all set to take the global market research industry.Chennai and Bangalore have a strong advantage of being the main KPO centres in the country.At present the job opportunities in this field is only about 25000 which is expected to rise to about 3 lakhs.So it is becoming a most wanted job and everyone is look forward for the boom in this job sector.It is always to be with a job at its boom period because high exposure is achieved at that time. Minimal entry requirements, low infrastructure and set-up costs will encourage the smaller technically strong companies to establish a KPO set-ups. Unlike commodity services of BPO such as call centers, CRM or large-scale back-end processing, the minimum critical size for KPOs need not be very large.And the whole world is now saying “ After BPO it is now the KPO revolution”

BPO JOBS IN CALL CENTRES

Business Processing Outsourcing is an effective means of focusing on hiring a third-party company or service provider to do IT-related activities, such as application management and data center operations.It is a long-term contracting out of non-core business processes to an outside provider so as to lower the expenses of the company.India is considered to be the King in this sector because there is a large labour force here to perform tasks alloted.According to latest information freom reliable sources it is stated that the BPO sector will have to face a manpower shortage of 30 to 40 percentage by 2009.This is due to the migration of existing and newer generation candidates to job sectors like sales,travel and tourism sectors where there are newer career opportunities. Insecurity in BPO jobs and stringent working conditions would also contribute to the expected manpower shortage in the near future.This will result in high demand for employees again in a few years.Usually getting a permanent vacancy in this field is difficult.

In 2002, Wipro took a quantum jump in the BPO services by acquiring the then Spectramind.Wipro BPO Solutions, complements the services offered by Wipro Technologies, making it one of the largest BPO service players. Wipro BPO also has deep expertise in delivering process specific solutions in areas like Finance Accounting, Procurement, HR Services, Loyalty Services and Knowledge Services. Wipro Technologies was also recently rated as the top Indian outsourcing firm in the Global Outsourcing 100 rankings conducted by IAOP. The list included some of the largest IT companies worldwide and Wipro Technologies has been ranked 7th and is the only Indian company in the top 10. Wipro Technologies, the global IT services business of Wipro Limited (NYSE:WIT) today announced that Wipro BPO has been rated as one of the Best Employers in India in the Best Employers Hewitt Survey for 2007. Wipro BPO has been acknowledged amongst one of the top 25 Best Employers in the country standing 11th amongst 230 participating companies spanning the banking, IT services, manufacturing, Public Sector Undertaking and FMCG sectors.

http://www.wipro.com/news/NewsDetails.aspx?id=863

The demand in the future will increase but most of the call centers are situated in places like Technoparks and opportunities are largely available in IT cities like Mumbai,Delhi,Cochin, Bangalore.This will cause a lot of people to migrate to these places and employment facilities in these locations have also to be modified resulting in economic problems.But,the appointments in this sector is based on contract and there is alwaysrisk of getting terminated easily if there is any performance deficiency from the part of the employee.What attracts most people is the high salary that is being offered by various people in this field. Outsourcing is now common in various fields like Financial institutions,Banks.etc. It saves precious management time and resources and allows focus while building upon core competencies.

CUSTOMER CARE

Customer care is also known as client service which includes follow up service or after sales support which are very essential and has an important part in every organisation especially in business processing.Customer service management should be done properly by having good realtions with dealers,buyers who are the core part of every business organisation.It helps companies in expanding their entire organization around customers.It helps a company to identify most valuable customers and understanding their issues and solving it.It helps in effective communication and improve relations among the company and the people.The customers are the valuable assts of every comaony and this improves the effectiveness of marketing and therefore customer Service Representatives play an important role in customer satisfaction.They are available across the globe, with India leading the way for companies who seek talented employees.The two classifications of the BPO are back office and front office outsourcing.Typical back office processes that may be outsourced include payroll, billing, logistics and human resources. Some companies offer their services in collections, credit analysis and job recruitment.Most customer service representative jobs require only a high school diploma. However, due to employers demanding a higher skilled work force, many customer service jobs now require an associate or bachelor’s degree.They are responsible for ensuring that their company’s customers receive an adequate level of service or help with their questions and concerns.Communication skills are very essential and it should be possible to migle with people directly and talk over phone or directly with a pleasant manner.Most customer service representatives use computers and telephones extensively in their work. Customer service representatives frequently enter information into a computer as they are speaking to customers.Customer service representatives working outside of a call center environment may interact with customers through several different means.For example, workers employed by an insurance agency or in a grocery store may have customers approach them in person or contact them by telephone and computers or e- mail.Technical support,Customer support, telemarketing which are in front office have been given to different contracting companies and being converted into call centre jobs.Customers are normally experiencing customer service failures and this is hurting their company image and credibility resulting in decrease in profits in future periods.Proper training should be delivered to the staff so that their communication becomes smoother and give a better experience to people.

Various classifications of sourcing

Outsourcing is the delegation of tasks or jobs from internal production to an external institution.This is done to save money, improve quality, or free company resources for other activities.This is usually common in data processing industries where there is need for staff and they find it less expensive to outsource people than having a back office or operations section within the organisation and causing center outsourcing.Offshoring is a method which involves international or foreign trade relations.This is similar topurchasing skilled labours from other countries where the labour costs are very cheap.That is why American companies usually depend on countries like India.Insourcing is a reverse action of outsource where by which the recruitment involves bringing together various departments closer together.Insourcing is a business decision that is often made to maintain control of certain critical production or competencies. An alternate use of the term implies transferring jobs to within the country where the term is used, either by hiring local subcontractors or building a facility.Call centers jobs in which there is outbound work which provides technical support or other specialized information require a high school diploma or even a college degree. all Center Manager manage the day-to-day operations for the call center including financial budgets, operations,communications , coaching and development of call center supervisors and managers, strategic planning for the call center; set operational goals and performance objectives, monitor and improve call center performance with other departments or divisions within the company; conduct interactions and regular communications outside of the call center; manage all call center support functions including training, QA, hiring, IT support and process improvement. Quality Monitor Agent contacts to ensure quality customer service and compliance with call center procedures for call handling; provide call performance feedback and trend data to coaches and/or agents, the training group and the hiring manager. Process Specialist documents, measures and improves business and contact handling processes in the call center; apply quality improvement techniques to create environment of continuous quality improvement; measure customersatisfaction, conduct root cause analysis for performance issues and implement solutions; initiate and manage strategic projects for the call center including work with groups outside the center.A call centre experience is regarded as worthwhile experience for customer relations, sales jobs or insurance sector.

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