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Table of Contents

Chapter 1: Introduction
1.1 Background of the Study
1.2 Statement of the Problem
1.3 Objectives of the Study
1.4 Research Questions
1.5 Significance of the Study
1.6 Limitations of the Study
1.7 Scope of the Study

Chapter 2: Literature Review
2.1 Definition and Evolution of Business Process Outsourcing (BPO)
2.2 Importance of Customer Experience and Support in BPO
2.3 Factors Influencing Customer Experience in BPO
2.4 Strategies for Improving Customer Experience and Support in BPO

Chapter 3: Research Methodology
3.1 Research Design
3.2 Data Collection Methods
3.3 Data Analysis Techniques
3.4 Sampling Procedure

Chapter 4: Discussion of Findings
4.1 Overview of BPO in Customer Experience and Support
4.2 Analysis of Factors Impacting Customer Experience in BPO
4.3 Comparison of Strategies for Improving Customer Support in BPO

Chapter 5: Conclusion and Summary
5.1 Summary of Findings
5.2 Conclusion
5.3 Recommendations for Future Research

Brief Overview: The Role of Business Process Outsourcing (BPO) in Customer Experience and Support

Business process outsourcing (BPO) has become an essential strategy for companies to streamline their operations and focus on their core competencies. One of the key areas where BPO plays a crucial role is in customer experience and support. BPO companies provide a range of services including customer support, technical support, order processing, and more to help businesses meet the needs of their customers effectively.

The objective of this study is to explore the impact of BPO on customer experience and support. By examining the literature on BPO and customer experience, this study aims to identify the factors that influence customer satisfaction, loyalty, and retention in the context of BPO services. Additionally, the research will analyze the strategies that BPO companies can implement to improve customer experience and support.

Through a comprehensive analysis of the literature, this study will provide insights into the benefits and challenges of using BPO for customer experience and support. The findings will contribute to the existing body of knowledge on BPO and help businesses make informed decisions about outsourcing their customer service operations.

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