SRM Medical College, Chennai - Allied Health Sciences
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Smriti, BPO is the short form for Business Process Outsourcing. It is not a course. It is a IT/ITES sector. Let's say for example, you buy a mobile online. You want to reach out to someone at the Seller's end. You reach out the Customer Care department. And the Seller has outsourced his Customer Care Business to someone in India. Which means, he made a contract with a business department in India to help his Customers. So even if you have a phone bought from abroad, your call to Customer Service gets routed to India. Such outsourced units are called BPOs. Now its not just e-commerce but many companies outsource their projects. And these units where conversations with the Customer either directly or through mail happens through BPOs. If the communication is happening over the phone it is called a Voice Customer Service and if its happening through mail or chat, it is called Non Voice Customer Service. And almost evey MNC has a BPO unit and there are opportunities in both Voice and non Voice Customer Services.
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