REPORT EXPLNATION ON BPO

The BPO Contract : Core Elements

o So there are different kinds of service to be rendered for example is the inbound
and outbound calls, customer service so I will discuss it further later
o The service agreement or (SLA) ito yung level or percent ng service ng gusto ng
client mo, For example 70% ang sinabi ng client so bare minumun lang yan and
a service provider kelangan mas mataas sa 70% yung service level I pro provide
mo sa client. So yung Key performance indicator naman ito yung skill na I pro
provide ng isang service provider, For example nag tratrabaho ka fast food
restaurant and your manger put you in the cashier so you need to know basic
mathematics since you are the one who will be renponsible if kulang yung profit,
sa araw nay un and ma de deduct yun sa sahod mo.
o It means for example may tumawag na taga ibang bansa automatic ma ra route
na yung tawag nayun ditto sa pilipinas
o Meaning kung mag kano ba bayaran
o For example tayu ay isang technical support business so need ng mataas na
Ram at internal storage na computer and mabilis na wifi
 Services to be rendered or provided as documented in the Scope of Work (SOW
o So yung outbound sales calls is may ability to dial or tumawag para mag promote
or mag tinda ng mga product mo while yung In bound naman ay mag re receive
ka lang ng tawag.
 Performance standards expected from the service provider; Service Level
Agreements (SLA), and, Key Performance Indicators (KPI)
o Meaning nun is bawal ka makapg telebabad sa kausap yun need to resovle the
problem or some of the caller, yung handle time naman ay for example sabi ng
boss nyo 5 mins dapat na resovle o na handle mon a yung need ng caller.
o For example nasa sales ka and may condition na in 2 weeks you need to sell 5
boxes of our product mga ganun.
o ito yung raiting na binibigay ng isang customer sa isang agent for example di ka
suplado, naibigay mo yung need ng customer maaring ang rate nya sayu.
 Timeline of the contract; start dates (“go live”), and, duration
o so there are different kinds of contract pedeng yearly contract and pede rin
naman multi year contract it depends on you and your client decisions.
 Cost to the clien
o so ito yung salary na napag kasunduan ng isang client and service provider in
their contract
 Other Specific Operation Requirement
o yung qualifications of personel for example kung pede naba pag high school
graduate or pede kahit 16 or 17 years old I think pede naman if they have the
skills na needed ng isang client, yung location is kung nasan kaba kung nasa
other country or nasa Philippines ka ganun lang, while yung outline reporting
naman is kung kelan gingawa kung kung daily bato, mothly and semi annualy or
anualy. So yung non competion is for example nag tra trabaho ka sa isang call
center company and decided to leave the company and ang apply ka naman sa
pa ulit na call center company ang gagawin ng company na inapply yan is di ka
nila I lalagay sa same program or postion mo sa dating mong company, ang
tawag dun is non competition claus, kaya nila ginagawa yun is maaring mung I
persuade yung mga dati mong caller na dun nalang tumawag sa bagong mong
company na pinag tra trabahuhan. Hindi pede yung dis advantageous sa isang
party while advantageous naman sa isa

BPO Contract Pricing Models

o So there are 2 types of pricing in BPO first is the Fixed Price and the second one
the Time Material price

1. Fixed Price - overall fixed price from the term itself fixed so meaning di
nababago, so there are advantages and dis advantages to it, I thinks it common
naman kasi sa mga ginagawa naman natin there will always be advantages and
dis advantages its just depend on how will we handle it. So yung advantages ng
fixed price sa client it provides greater cost certainty for example kahit mag taas
yung price ng gasoline, electricity hindi kana mag kaka probelema kasi wala ng
ida dagdag kasi fixed price na yung naag kasunduan nyo. The dis adavantages
naman is lower flexibility meaning dika makakapag adjust the price.
2. Time and Material – so same there is also advantages and dis advantages, soa
ng adavantages nito is that it its flexible meaning both sides is pede taasan o
babaan ang presyo depends dun sa time and material price sa market. So yung.
dis advantages naman is for example your running out of a budget and since
flexible yung agreement nag taas ng price yung service provider dahil yung price
ng material sa market then maaring malugi ka.