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Competency Mapping of Line Manager in Bpo Industry

Autor:   •  February 12, 2012  •  Research Paper  •  2,691 Words (11 Pages)  •  2,388 Views

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Competency Mapping

For a

Line Manager in BPO

Submitted By:

SRINATH REDDY TERA

Contents

1) Terminology in BPO 2

2) Job Hierarchy 3

3) Job Tasks of a Line Manager 4

4) Ten important competencies required for a Line Manager 5

Competency Model 6

5) Managing Project 6

6) Focus on Customer 8

7) Planning, Prioritizing & Administering Work 10

8) Coaching, Delegating and developing others 12

9) Emotional Cognizance 14

10) Competency Mapping 15

1) Terminology in BPO

Call Center may be divided into various types according to their functions and areas of operation. Most commonly call centers are divided into inbound call center and outbound call center. In an inbound call center, agents receive calls from customers who need to obtain informationor report a problem. In an outbound call center, agents initiate a call to a customer mostly to sell a product or a service.

Inbound call-center

An inbound center is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales.The services of inbound call centers are designed to handle catalog orders, help desk queries, dealer locations and more. They offer customized services that are designed to meet the requirements of all kinds of businesses. The inbound call center professionals process calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additional products and offer services in a dedicated environment.

Outbound Call Centre

The success of the Outbound Call Centers depends on the extensive experience, technological solutions, quality assurance programs and commitment to customer service excellence that further ensures maximum results from the direct marketing efforts. Key services provided by these call centers are: Services of Outbound Call Centers, Market Intelligence, Database Selling, Direct Mail Follow-up, Product Promotion, Debt Collection, Up Sell/Cross Sell Campaigns, and Surveys.

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