THE ECONOMIC FOOTPRINT OF BPO INDUSTRY

About the Industry

The Department of Trade and Industry (DTI) defines BPO (business process outsourcing)
as the delegation of service-type business processed to a third-party service provider.
The industry is generally divided into the following sectors: Contact centers, back office
services, data transcription, animation, software development, engineering development
and game development.
Contact center- (also referred to as a customer interaction center or e-contact center) is a
central point in an enterprise from which all customer contacts are managed. The contact
center typically includes one or more online call centers but may include other types of
customer contact as well, including e-mail newsletters, postal mail catalogs, Web site
inquiries and chats, and the collection of information from customers during in-store
purchasing. A contact center is generally part of an enterprise's overall customer
relationship management (CRM).
back office services- Systems that do not deal directly with the customer, such as
inventory management and accounts payable.
data transcription-the act or an instance of transcribing a data or the state of being
transcribed.
Animation-a way of making a movie by using a series of drawings, computer graphics,
or photographs of objects (such as puppets or models) that are slightly different from one
another and that when viewed quickly one after another create the appearance of
movement
software development-is the computer programming, documenting, testing, and bug
fixing involved in creating and maintaining applications and frameworks involved in a
software release life cycle and resulting in a software product. The term refers to a
process of writing and maintaining the source code, but in a broader sense of the term it
includes all that is involved between the conception of the desired software through to the
final manifestation of the software, ideally in a planned and structured process. Therefore,
software development may include research, new development, prototyping,
modification, reuse, re-engineering, maintenance, or any other activities that result in
software products.
engineering development-The primary responsibility of development engineers is to
create a product design that fulfills a company or client's strategic goals while integrating
the needs of marketing, sales and manufacturing departments. They oversee research and
design teams, lead testing procedures and draft specifications for manufacturing. They
direct the creation of models or samples and fine-tune designs until they are ready for
production.
game development-is the process of creating a game. Development is undertaken by a
game developer, which may range from one person to a large business. Traditional
commercial PC and console games is normally funded by a publisher and take several
years to develop.