Tag Archives: Indian BPO Company

All about the BPO Industry

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The BPO industry is an industry with many different types of BPO companies in different countries doing various types of tasks. There is no normal in business process outsourcing.

BPO Projects
Many BPO companies are in a constant state of desperately looking for projects. The companies looking for work are usually the ones you don’t want to hire as they often lack language and communication skills. In my experience, if you write broken English, your work will probably be broken too which is why nobody will hire you. But, there are literate BPO companies out there looking for BPO projects too. They advertise on the web, send customized emails, and are pleasant to talk to on the phone.

Genuine Processes
Indians like to use the word “genuine process.” I’m not sure why they use this term. Are people normally offering them non-genuine processes? BPO work or BPO jobs should be genuine by definition and the nature of the work needs to be researched. Without a contract, the vendor is not protected from customers who are playing games.

Indian BPO Company / India BPO Companies
Many people in India want to work for a multinational company. The smaller Indian BPO companies have trouble retaining workers once the workers have four or five years of experience under their belt. If you work for an Indian BPO company, if you stick around and are any good, you might be promoted to manager after a few years. Do you want to be a big fish in a small India BPO company, or a small fish in a big pond at Oracle or Infosys? The India BPO scene seems to never be boring as new companies are sprouting up like weeds. However, every company I call has horrible phone skills and sloppy work skills. If India BPO companies would just clean up their act, they could gain so much market share it would be unbelievable!

Medical Transcription
Medical transcription companies in the US often hire companies in the Philippines or in India to do their work during the night. When Americans return to work in the morning, the work is done (hopefully). Accuracy rates are well documented in this industry, so there is no room for shoddy workmanship otherwise your BPO will go under quickly.

Software Development
The software BPO industry is a much more disturbing one as there are no definitive standards for the quality or speed of work. Hopefully, someone will set the score straight and create a blue book for costs of particular programming tasks of which there are zillions of.

How to start a BPO company?
If you want to start a BPO company in India or elsewhere we recommend working in management for someone elses for many years so you become an expert. Owning a business from the business angle is hard, but without basic skills you would learn managing someone else’s BPO, you don’t have a chance. Create a solid foundation for yourself before attempting the impossible.

20 Seat BPO
Many people want to start their 20 seat BPO by renting an office. Without customers, or at least without steady customers, your business will not last. Start off with one seat, and then work your way up, getting to know your workers, customers, and processes well until you develop a very steady base to build on. A 20 seat BPO is 19 seats too many when you are just starting out. It is better to rent a seat or two in a big call center that has empty seats, or share an office with someone.

You might also like:

How to get more clients for your BPO or Call Center (compilation)

18 ways to boost your social media marketing in 10 minutes a day

Developing your hiring intuition


I’m busy — please send me an email = a lost contract worth US$10,000 per month?

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My assistant and I have been calling companies in India recently. We find that less than 10% of the companies on our directory had satisfactory communication skills. People were not answering the phone in a professional way. There was just a dull, “Hullo” at host of the companies we called. It is our practice to put the companies with better communication skills towards the top of the list.

But, what about the people who DID answer their phone, and even might have been professional the way they answered? Many people were too busy to talk to us. We understand that you might be busy, and might have 20 things going on simultaneously. We are busy too. However, if you do what Americans call “Blowing people off” (making some excuse not to talk to someone, show up someplace, or do something), you might lose critical clients.

Your success as a business depends on CATCHING new clients. New clients don’t grow on trees. They call when they feel like calling, and if you don’t have someone who can not only answer the phone, but also speak intelligently for a few minutes; you will lose business. What if were were offering a one million dollar contract to an Indian BPO company, and the 1st ten companies either didn’t answer their phone or told us to “send us an email, we are too busy to talk to you”. Do you think that I would send them an email? Or, do you think that I would move on to the next company down the line who would actually engage us in a conversation?

I have learned that people who can interact nicely with people are much more likely to catch new clients — especially if their firm has the technical skills to handle the job. If you tell someone to sent you and email — you are telling them that you don’t value their business.

On the other hand, if you have an existing client who is bothering you about a small thing, then you can ask them to send an email. Or, if your company’s reputation is so amazing that people would rather wait for you than go to a comparable firm that answers their phone — then, you are in business. But, for calls from strangers (cold calls), you can not afford to be too busy to talk to them. Hire someone good to answer your phone! Preferably one that speaks good English, and Hindi, and perhaps a few other languages on the side.

Assigning billing work overseas to BPO companies

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Assigning biling work overseas to BPO companies
This is a topic of concern to many US companies, particularly small ones who have less control.  It is nice being a big company.  You can set up huge offices anywhere in the world, get business licenses anywhere and your attorneys will do the work for you.  You can have your head office in the Caymen Islands where there is no corporate tax.  You have a lot of freedom being big.  But, for the rest of us, we do not have these luxuries.  We are at the mercy of who works for us.
There are many companies that hire overseas BPO companies to do their billing and credit card transactions.  It is common.  For the most part, it is business as usual.  Americans are always fearful that people in a foreign country will be more likely to cheat them, but I feel that you need to look at countries one by one. India and the Philippines do most of the BPO outsourcing in the world, and there are only scandals from time to time, and perhaps not that many more scandals than their equivalents in the United States.  I don’t have the data.  If you hire a reliable company, all it takes is one bad individual (or apple as we say over here), to spoil the bunch.  One bad employee can commit serious fraud involving credit cards, and ruin a whole company’s reputation and cost them millions. That bad guy could be anywhere. He could be in India, or Canada, or who knows where.
If you are in Nevada, and hire a company in Nevada to do work for you, you can have a contract, and you can sue them if they violate the contract.  If you are in Nevada and hire an Indian BPO company to do work for you, it is not so easy to sue them.  For that matter, if you are in India, it is not easy to sue someone in India due to the inefficient legal system.
To keep the trust of your clients, if you are a smaller company, you might be better off having your billing done domestically rather than hiring an Indian BPO, and preferably by a trusted staff member.  I would not have billing done by anyone you have worked with for less than a year if at all possible. There is a lot to lose here!