Business Process Outsourcing (BPO) is the contracting of a specific business activity, such as payroll, human resources (HR) or accounting, to a third-party service provider. Usually, companies outsource these activities as a cost-saving measure in order to be more competitive as well as to focus on their core activities. Globally ‘business process outsourcing’ has become a big business and many thousand organisations operate throughout all continents.
BPO activities are often divided between back office outsourcing and front office outsourcing. Back office outsourcing includes internal business functions such as accounting, billing, payment processing, purchasing, data entry, data management, etc. Front office outsourcing includes customer-related interactions and services such as marketing, market research, tech support, etc.,
A BPO that is contracted outside a company's own country is sometimes called offshore outsourcing. BPO that is contracted to a company's neighboring country is sometimes called nearshore outsourcing, and BPO that is contracted with the company's own county is sometimes called onshore outsourcing.
BPO industry is one of the fastest growing sectors in the world and thousands of BPOs exist. Many thousand young people are employed and it is one of the highest paid sectors.
A great demand exist for employees at all levels in BPOs operating in Sri Lanka as well as overseas. In order to fulfil this demand, HRMI has designed a series of Professional Qualifications in Business Process Outsourcing (PQBPO) which has an attractive development pathway leading to a Master’s Degree in Business Administration.
PQ BPO qualification caters to young school leavers and other students pursuing professional qualifications involving Accounting, Marketing, IT, Banking and undergraduates to secure employment in the BPO sector.
Professional Qualification in Business Process Outsourcing – Associate Level
This initial program provides comprehensive insights into the BPO industry and will help students to develop the competencies required to secure employment.
PQBPO Associate level will enable students to progress to PQBPO Team leader (9 months course) and thereafter to PQBPO Project Head (12 months) and to a MBA (2 years).
1. Introduction to BPO industry, BPO services, BPO operations & work environment
2. Personal & Professional Development for BPO Associates
3. Developing positive work habits and effectiveness
4. Fundamentals of Customer Relations
5. Professional Customer Handling
6. Principals & techniques of customer service & support
7. Principles & techniques of remote Tele- sales
8. Keyboarding skills
9. Computing & Internet related operations
10. Proficiency in basic PC- based computing applications
11. Internet operations
12. Language structure, vocabulary & comprehension
(Correct usage of grammar & structure, Vocabulary, Reading and Listening comprehension)
13. Letter / memo / e mail / report writing
14. Verbal Language skills
(Voice & speech quality, Accent & pronunciation, speaking activities)
Full time: 3 months - 3 days per week (9 .00 am – 1.15 pm)
Part time: 4 months – Saturday (8.45 pm – 5.00 pm)
Commencement: 27th May 2017
Registration Fee: Rs. 5000
Option 1 : Paid in full 25,000
Option 2 : Payable in 3 equal installments Rs. 9,000 x 3