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C93997: Module 01: Organisational Practices Within A Contact Centre And/Or BPO Environment

ryanrori June 11, 2020

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 near shore outsourcing.