Knowledge Process Outsourcing is a different field when compared to IT or ITES fields where it provides various technical services or knowledge based services such as Engineering services, Web Application Development Services, Clinical Research, etc. Many global companies are making the choice of focusing on outsourcing to gain the advantage of cost minimisation and improving efficiency. In KPOs, high end services are provided with low costs and flexibility is increased in terms of Human Resource Management and Time management. Unlike BPOs, KPO has two services, voice services and non- voice services.

1. The KPO executive need to handle calls from clients and customers and provide technical solutions for their queries
2. They discuss the technical issues which arise with the supervisors or team leaders to provide the customers with the appropriate solution
3. Giving a resolution to their customers or clients
4. They also carry out different professional services like business research, Legal services, etc., similar to BPOs
5. They oversee their performances and record them statistically
6. They also schedule some daily tasks to improve the quality of the services provided

To become a KPO executive, one should attain a Bachelor's degree in Science, Engineering or commerce or should have done a diploma in management.

Communication skills:
Good communication skills are required for a KPO executive in order to provide with efficient solutions to the clients.

Flexibility:
Should be willing to work in rotational shifts whenever required.

Organisational Skills:
Agents who work for customer service should be perfectly organised and should be able to manage multiple tasks at once.

Technical skills:
Knowledge and skills of the relevant domain are must for a KPO executive.

For a KPO executive at the entry level, the average salary will be approximately Rs. 15,000-20,000 per month. After gaining some experience of about 2-3 years, their average salary would be approximately Rs. 35,000-40,000 per month.

One can start their careers as executives, progress to senior managers and gradually get experienced and become team leaders.

NV Tyagarajan, click here to read more about him