What are the roles and responsibilities in BPO?

• Ensure all relevant communications, records and data are updated and recorded.
• Advise clients on products and services available.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Maintain up-to-date knowledge of industry developments and involvement in networks.
• Monitor random calls to improve quality, minimise errors and track operative performance.
• Recording statistics, user rates and the performance levels of the centre and preparing reports.
• Handle the most complex customer complaints or enquiries.
• Organise staff, including shift patterns and the number of staff required to meet demand.
• Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes.
• Forecast and analyse data against budget figures on a weekly and monthly basis.