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Module 1 – Organisational practices within a Contact Centre and/or BPO environment

ryanrori January 23, 2021

After completing this module, the learner will be able to identify and describe organisational practices in own context within a Contact Centre and/or BPO environment, by successfully completing the following:

  • Describe different types of Contact Centre and BPOs with examples
  • Explain organisational aims and objectives of a Contact Centre and BPO in own context in terms of implications for self, customer and employer
  • Explain a Service Level Agreement (SLA) in terms of its purpose in a Contact Centre and BPO environment
  • Explain guidelines regulating the operations of a Contact Centre and BPO in own work context

Introduction

Organisational practices within a Contact Centre and/or BPO environment

Organisational practices, strategies, and IT management are influenced not only by competitive or industry pressures but also by the national culture in which the organisation exists.  

For many organisations, contact centres are their primary interface with their customers or at least the first port of call. Effective contact centre operations depend on a combination of people, process and technology – and all three are interdependent. Organisations that have succeeded in using information technology (IT) to support their knowledge sharing have found that technology alone is not sufficient to produce the desired results. Some suggest that Organisational practices and policies are critical in knowledge sharing efforts.

Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca Cola that outsourced large segments of its supply chain.

BPO is typically categorised into back office outsourcing – which includes internal business functions such as human resources or finance and accounting, and front office outsourcing – which includes customer-related services such as contact centre services.

BPO that is contracted outside a company’s country is called offshore outsourcing. BPO that is contracted to a company’s neighbouring (or nearby) country is called nearshore outsourcing.