Competency Mapping of Line Manager in Bpo Industry
Competency Mapping
For a
Line Manager in BPO
Submitted By:
SRINATH REDDY TERA
Contents
Terminology in BPO
Job Hierarchy
Job Tasks of a Line Manager
Ten important competencies required for a Line Manager
Competency Model
Managing Project
Focus on Customer
Planning, Prioritizing & Administering Work
Coaching, Delegating and developing others
Emotional Cognizance
Competency Mapping
Terminology in BPO
Call Center may be divided into various types according to their functions and areas of operation. Most commonly call centers are divided into inbound call center and outbound call center. In an inbound call center, agents receive calls from customers who need to obtain informationor report a problem. In an outbound call center, agents initiate a call to a customer mostly to sell a product or a service.
Inbound call-center
An inbound center is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales.The services of inbound call centers are designed to handle catalog orders, help desk queries, dealer locations and more. They offer customized services that are designed to meet the requirements of all kinds of businesses. The inbound call center professionals process calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additional products and offer services in a dedicated environment.
Outbound Call Centre
The success of the Outbound Call Centers depends on the extensive experience, technological solutions, quality assurance programs and commitment to customer service excellence that further ensures maximum results from the direct marketing efforts. Key services provided by these call centers are: Services of Outbound Call Centers, Market Intelligence, Database Selling, Direct Mail Follow-up, Product Promotion, Debt Collection, Up Sell/Cross Sell Campaigns, and Surveys.