BPOs offer two types of non-voice jobs:
- Data Entry : This requires updating organisation databases on
various details of customers and clients.
- Transaction Processing : Answering customer queries and
enquiries, and responding to complaints over the e-mail.
The best way to search for non-voice jobs is to get in touch with
recruitment consultants, or visit job portals like jobsahead.com and
naukri.com, which give a clear distinction of voice and non-voice based
openings in BPOs.
The performance of the candidate is constantly tracked (calls are regularly
monitored, feedback constantly given). Each process (in a call centre) also
has an individual assessment every six months, and an appraisal every year.
The promotion to various levels depends on performance at these levels. To
be promoted internally as a Team Leader, one requires to be an agent with
the company for at least a year, with excellent results. This could vary
with different call centres, since each has their own specific internal
tracking and promotion procedures. After proving yourself as a team leader,
you can become Manager of a Process, Training, Quality, or any other support
function. As you continue to grow in the company, you could be promoted to
Head of Process and then to Head of Call Centre Operations. The time frames
between promotions depend on performance and on individual company
procedures. To work in a BPO, though, you must be prepared for a challenging
job, which would also require you to work during non-morning hours (night
shifts), because the clients are international (mainly from the United
States, the United Kingdom and Europe).
