Ccs 4 Day 2

Customer Service
St. Peregrine Institute

Delivering Quality Customer Services
Prof. Rhayan Ramos De Castro
Lesson 1: The BPO / Call Center Industry

PERFORMANCE TASK No. 1
Performance Task No. 1 : Oral Presentation – Economic Implications of the BPO
Industry
Instructions: Create a 2-minute speech on the topic of your choice. You may
choose from the following topics:
1. Call Center industry’s contribution to the country’s economic growth
2. The challenges and opportunities for Filipino call center representatives.
3. The future of the Philippines in terms of BPO Industrialization.

Communicating Effectively In English
Frequently, BPO is referred to as Information Technology-Enabled Services
(ITES). This is because most business processes include some form of automation and
information technology devices such as computers that “enable” these services to be
performed.
An offshoot of BPO is Knowledge Process Outsourcing (KPO). It includes those

activities that require greater skill, knowledge education, and expertise to handle. This
may include services in financial analysis and legal services.

Customer Service
Lesson 2: Types of Industry

2.1 Types of BPO Industries
Two Main Categories
1. Back Office Outsourcing – includes internal business functions such as

billing, purchasing, payroll or employees, and other similar tasks.
2. Front Office Outsourcing – includes customer-related services such as
marketing or technical support.

Based on Location
1. Offshore Outsourcing – is outsourcing contracted outside a company’s home
country.
Example: UK – based BPO companies are now providing offshored services

to their clients through their operations in the Philippines.

Based on Location
2. Nearshore Outsourcing – BPO that is contracted to a company’s neighboring
country.
Example: Western Europe to Eastern Europe

United States to Canada and Mexico

Based on Location
3. Onshore Outsourcing – practice of obtaining business-critical, high-level
services from someone not employed by the company, but within the same
country.
Example: Burger King Corporation outsources its quality assurance

functions onshore to other companies.

Written Work No. 1: BPO Industries
Written Work No. 2: Terminologies

Customer Service
Lesson 3: Basic Services within BPO Industry

There are basic services related to customer service, sales and technical
support that fall within the BPO industry. This depends on the specialization
of the firm and its facilities, and the competencies of the manpower.
BPOs generally fall under several categories:
1. Finance and Accounting – processes related to finances have to be

accurate. It requires resources and procedures like raising invoices,
matching them with purchase orders and reconciling bank accounts.
Example: payroll
2. Document Management – through an outsourced document manager, it can

save physical office space and can retrieve information quickly and easily
through this type of BPO. It is carried out online with the data being held at
a third party’s premises and accessed via the web.
3. Procurement – this involves looking for appropriate suppliers, monitoring

supplier performance, implementing appropriate processes and procedures,
managing requests for information or proposals and recommending the best
potential suppliers, selecting suppliers and issuing or managing legal contracts.
4. Software development – hiring team of people to do the software

development when the need arises than having full-time developers on site.
5. Call Centers – a centralized office that facilitates large amount of inbound

and outbound telephone calls .
A physical location where calls are placed or received in high volume for the
purpose of sales, marketing, customer service, telemarketing, technical support,
and other specialized business activity. – Keith Dawson, 1988.
5. Call Centers
Several uses:
A. Customer Services (In-bound calls)
* customer calls for transactions like order processing,
administrative assistance like complaints or billing questions which can be
handled by customer service representatives (CSR).
5. Call Centers
Several uses:
B. Telemarketing and telesales (outbound calls)
*Call center agents place calls to customers in order to obtain
information or sell products and services (e.g., customer satisfaction, surveys,
marketing, sales, and customer follow-up).
5. Call Centers
Several uses:
C. Data cleansing
* a system of phoning the contracts within a database in order to
ensure that all the details such as names, phone numbers and the like are
correct. This allows sales people to phone and send emails safely with the
knowledge that the information is up to date.
6. Legal Services – Lawyers commonly handle this type of a job. This may
involve monitoring old contracts and licensing agreements to managing
documentary evidence for product-liability cases.
Sample fields where one could work under the BPO industry are the following:
• Customer Service
• Accounting
• Technical Support
• Bookkeeping
• Administrative Support
• Virtual Assistant
• Telemarketing
• Programming
• Call Center Service
• Sales
• Data Entry
• Internet Research
• Web Development
• Content Management
• Graphic Design
• Direct Mail
• Email Marketing
Written Work No. 3: Identification of BPO Services
Written Work No. 4: Basic Services within BPO Industry

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Customer Service

St. Peregrine Institute

Lesson 1: The BPO / Call Center Industry

St. Peregrine Institute

An offshoot of BPO is Knowledge Process Outsourcing (KPO). It includes those

St. Peregrine Institute

Lesson 2: Types of Industry

Two Main Categories

1. Back Office Outsourcing – includes internal business functions such as

St. Peregrine Institute

Example: UK – based BPO companies are now providing offshored services

St. Peregrine Institute

Example: Western Europe to Eastern Europe

St. Peregrine Institute

Example: Burger King Corporation outsources its quality assurance

St. Peregrine Institute

Written Work No. 2: Terminologies

St. Peregrine Institute

Lesson 3: Basic Services within BPO Industry

1. Finance and Accounting – processes related to finances have to be

2. Document Management – through an outsourced document manager, it can

3. Procurement – this involves looking for appropriate suppliers, monitoring

4. Software development – hiring team of people to do the software

5. Call Centers – a centralized office that facilitates large amount of inbound

Written Work No. 4: Basic Services within BPO Industry

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