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BPO
helps the customer in selecting the right service based
on specific rules. Such as in case of Dell, customers
call its BPO to get the knowledge about product ranges
and the customer representatives answer the queries
based on the specified rules. In this case, if the customer
is interested in buying a PC of say Rs. 20-30,000, the
answer is based on that range. This seems that the answer
is based on customization and the need of the customer.
But it is an automatic process whereby the query is
answered based on available product ranges and nothing
much can be changed in this case.
Thus,
Analytics in simple term deals with the analysis of
the subject. It may vary from equity, financial data,
marketing data etc. If it deals with equity, it is called
Equity Analytics, same as if it deals with marketing
data, and it is called as Market Analytics. Other analytics
areas are in automotive, healthcare, pharma etc., (see
Table). In other words, KPO is the part of BPO.
Analytics
involve the analysis of the particular subject. When
BPO came into India, there was huge noise that India's
population was exploited but now when Analytics have
come into picture, we Indian feel proud in addressing
the client's requirement based on the utilizing of knowledge,
for that India is known for since time immemorial. The
people working in Analytics have shown that Indians
are not preferred for low-end jobs but have been able
to attract the high-end jobs. |
