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Business Process Outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a second-party service provider. Originally, this was associated with manufacturing firms, such as Coca-Cola that outsourced large segments of its supply chain .
Customer service is the assistance and advice provided by a company through phone, online chat, mail, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [ 1 ] but towards the end, the idea of a well-performed service is that of increasing revenues.
As of 2021, revenue of Indian BPO industry was estimated at US$ 38 billion. [2] Government of India has launched India BPO Promotion Scheme (IBPS) as part of Digital India initiative to encourage job creation in Tier-2 and Tier-3 cities. [3] [4] India's BPO Industry handles 56% of the world's business process outsourcing.
Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services. They may work in an office with a call center or in retail.
It is expected that artificial intelligence-based chatbots will significantly impact call centre jobs and will increase productivity substantially. [2] [3] [4] Many organisations have already adopted AI-based chatbots to improve their customer service experience. [4] [5] [3] The contact center is a central point from which all customer contacts ...
The BPO industry is a small segment of the total outsourcing industry in India. The BPO industry workforce in India is expected to shrink by 14% in 2021. [209] The BPO industry and IT services industry in combination are worth a total of US$154 billion in revenue in 2017. [210]
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