Business Process Outsourcing is the vastly growing sector of the Information Technology Enabled Services (ITES) industry in India. Many factors including economy of scale, business risk mitigation, cost advantage, resource utilisation improvement, etc., led to rise in the demand of this sector. Most of the BPO companies provide 24/7 services. Generally, BPO service provider monitors and manages the business processes of another company by using new technologies or existing technologies. They provide services like customer support services, technical support services, telemarketing services, data entry and data processing services, etc.

1. The major task of a BPO executive is to handle calls from clients and customers and provide solutions for their queries
2. They discuss the problems with the supervisor or team leader to sort them out
3. Giving a resolution to their customers or clients
4. Carry out different professional services like business research, legal services, etc.
5. Should efficiently set goals, avoid escalations and maintain the quality while serving customers

To become a BPO executive, a bachelors degree is required in any field, but some BPO organizations specifically ask for a bachelor's degree in Science, Maths or Statistics depending up on the client they work for.

Communication skills:
Good verbal ability is required for a BPO executive in order to communicate with the clients or customers effectively.

Flexibility:
Should be willing to work in rotational shifts if and when required.

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

Tolerance:
Agents should be calm if customers irritate with the same complaint repeatedly or even if they are angry with them.

For a BPO executive at the entry level, the average salary will be approximately Rs. 15,000-20,000 per month. After gaining some experience of about 3-4 years, their average salary would be approximately Rs. 35,000-40,000 per month.

One can start their career as an executive, then become senior executives and can progress to customer service team leaders. To become a Customer Service Manager, one has to be very efficient in their job, and typically attend a training course called Customer Relationship Management (CRM).

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