Chapter 01

Introduction

The Business Process Outsourcing (BPO) sector is a pivotal component of

the global economy, enabling organizations to delegate non-core business
functions to specialized third-party providers. BPO involves contracting
services such as customer support, data management, payroll processing, and
technical assistance to external firms, allowing companies to focus on their
primary objectives whether it’s product innovation, market expansion, or
strategic planning. As of April 2025, the BPO industry is valued at over $350
billion globally, with projections to reach $450 billion by 2030, driven by
digital transformation, cost efficiency demands, and globalization. This
sector employs millions worldwide, with countries like India, the Philippines,
and the United States leading the charge due to their skilled labor pools,
technological infrastructure, and competitive pricing.
BPO services are broadly categorized into front-office functions (e.g.,
customer service, sales support) and back-office functions (e.g., data entry,
accounting). The advent of technologies like artificial intelligence (AI),
robotic process automation (RPA), and cloud computing has revolutionized
BPO, enabling providers to deliver faster, more accurate, and scalable
solutions. For instance, AI chatbots now handle routine inquiries, while RPA
automates repetitive tasks, reducing operational costs by up to 30%. My
internship at Michbiz Services Private Limited, a Bengaluru-based BPO firm,
offered a firsthand view of this dynamic industry, highlighting its role in
bridging organizational needs with operational excellence.

Importance of the BPO Sector

The BPO sector’s importance lies in its ability to enhance efficiency, reduce
costs, and improve customer experiences, making it indispensable to modern
businesses. First, it allows companies to achieve cost efficiency by
outsourcing labor-intensive tasks to regions with lower wage structures, such
as India, where operational costs can be 60-70% less than in Western
markets. For example, a US firm outsourcing customer support to India saves
millions annually, redirecting funds to R&D or marketing. Second, BPO
provides access to specialized expertise, enabling firms to leverage skilled
professionals e.g., multilingual agents or data analysts without building in-
house teams.

This is critical for startups and SMEs lacking resources to manage complex
operations internally.
Third, BPO drives scalability, allowing businesses to adjust workforce size
rapidly. During peak seasons, like holiday sales for e-commerce, BPO firms
can scale support teams from 50 to 500 agents in weeks, ensuring
uninterrupted service. Fourth, it enhances customer satisfaction by offering
24/7 support across time zones, a necessity in today’s globalized market. A
2024 survey by Deloitte found that 75% of companies outsourcing customer
service reported improved satisfaction scores. Finally, BPO contributes to
economic growth, employing over 1.5 million people in India alone as of
2025, fostering job creation in urban and rural areas alike.
For Michbiz Services, this importance translates into tangible value
supporting clients like e-commerce giants and healthcare providers with cost-
effective, tech-driven solutions. My internship underscored how BPO firms
like Michbiz are vital cogs in the global business ecosystem, driving
efficiency and growth.

History of the BPO Sector

The BPO sector’s evolution spans decades, reflecting technological
advancements, economic shifts, and globalization. Its origins trace back to
the 1960s and 1970s, when US firms like ADP (Automatic Data Processing)
began outsourcing payroll processing to reduce manual workloads. This
marked the inception of back-office outsourcing, driven by the need for
efficiency in repetitive tasks. The 1980s saw a shift with the rise of call
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centers, as companies like American Express outsourced customer support to
in-house facilities, leveraging early telephony systems. However, it was the
1990s that catalyzed BPO’s global expansion, fueled by the internet and
telecom revolutions. Firms in developed nations began offshoring services to
India and the Philippines, where English-speaking workforces and lower
costs offered a competitive edge.
India emerged as a BPO hub in the late 1990s, with companies like GE
Capital establishing captive centers in cities like Bengaluru and Hyderabad.
The Y2K crisis further accelerated this trend, as Western firms outsourced IT
and support services to address software glitches, cementing India’s role. By
the early 2000s, BPO evolved beyond call centers into knowledge process
outsourcing (KPO), including legal, financial, and analytical services.
Companies like Infosys and Wipro expanded the sector, employing
thousands and generating billions in revenue. The 2010s brought digital
disruption cloud computing enabled remote operations, while AI and
automation transformed service delivery.
By 2015, chatbots began handling 10% of customer queries, a figure that rose
to 25% by 2025.
Today, the BPO sector is a sophisticated industry, blending human expertise
with technology. Michbiz Services, founded in 2019, reflects this modern
era, capitalizing on India’s legacy while embracing AI and RPA to serve a
global clientele. This historical context framed my internship, illustrating
how BPO has grown from a cost-saving tactic to a strategic business enabler.

FUNCTIONS OF BPO
 Operations and Functions
The BPO sector operates through a structured framework of processes and
functions, seamlessly integrating with client organizations to deliver
specialized services. Below is a detailed exploration of how BPO works,
focusing on its operational mechanics and core functions, as observed during
my internship at Michbiz Services.

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 Operational Mechanics

 Client Engagement: The process begins with client consultation to

define needs e.g., a retailer requiring 24/7 support or a hospital
needing data digitization. Contracts outline scope, SLAs and pricing
(e.g., per call or hourly rates).
 Resource Allocation: BPO firms assign teams, technology, and
infrastructure. For instance, Michbiz deploys 50 agents and
Salesforce CRM for an e-commerce client, ensuring real-time query
tracking. Offshore hubs like Bengaluru handle bulk operations, while
onshore sites manage escalations.
 Service Execution: Operations run 24/7, with shifts covering global
time zones. Agents use VoIP for calls, cloud systems for data, and AI
tools for automation. Daily targets e.g., 200 calls per agent are
monitored via dashboards.

 Quality Assurance: QA teams audit performance (e.g., 10% of

calls), ensuring accuracy and compliance. Feedback loops refine
processes Michbiz adjusted chatbot scripts after a client noted a 5%
error rate.
 Reporting and Optimization: Weekly reports detail metrics (e.g., 3-
minute call times), and analytics optimize workflows e.g.,
reallocating agents during peak hours.

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 CHAPTER 2
PROFILE OF THE ORGANIZATION

Michbiz Services Private Limited is a fast-growing entity in the Business

Process Outsourcing (BPO) industry, strategically headquartered at
Venugopalswamy Layout, 100 feet road Ejipura, Koramangala Bengaluru
560095, India. Founded in 2019, Michbiz has carved a niche by offering a
comprehensive suite of outsourcing services, including customer support,
lead generation, data entry, payroll processing, and process automation. The
company serves a diverse clientele spanning e- commerce, finance,
education, and telecommunications, with a client base exceeding 10
organizations globally as of April 2025. Michbiz operates with an authorized
capital of INR 50 Lakhs reflecting a solid financial base. Its operating
revenue for the financial year ending March 31, 2024, ranged between INR
1 crore and INR 1.2 crore, underscoring its rapid ascent in the competitive
BPO landscape.

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The company employs over 250 professionals Bengaluru (headquarters),.
Michbiz distinguishes itself with multilingual capabilities, supporting over 5
languages, including English, Hindi, Tamil, Telugu and Malayalam, catering
to a global audience. As a subsidiary of Transformation AI, a technology-
focused parent company, Michbiz integrates advanced tools like artificial
intelligence (AI), robotic process automation (RPA), and cloud-based
customer relationship management (CRM) systems into its operations. This
technological edge enables the company to offer scalable, efficient, and cost-
effective solutions, making it a preferred partner for both startups and
established enterprises seeking to optimize their business processes.

Michbiz’s operational philosophy centers on flexibility and client

satisfaction. Its services are designed to adapt to varying client needs, from
short-term seasonal support to long-term strategic outsourcing partnerships.
The company’s workforce comprises a mix of customer service agents, data
analysts, IT specialists, and management professionals, all trained to deliver
tailored solutions that drive measurable outcomes, such as reduced
operational costs and improved customer retention rates.

Mission
 The mission of Michbiz Services Private Limited is to empower
businesses by delivering agile, technology-driven BPO solutions that
enhance operational efficiency, lower costs, and elevate customer
experiences.
 The company is committed to being a strategic ally, enabling clients
to offload non-core functions and concentrate on their primary
business goals.
 This mission is grounded in a deep understanding of modern business
challenges, including rising operational expenses, complex customer
demands, and the need for rapid scalability in a digital-first world.

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  To achieve this, Michbiz invests significantly in its human capital and
technological infrastructure.
 New employees undergo a rigorous 4-week onboarding program that
covers BPO fundamentals, client-specific processes, and soft skills
like effective communication and problem-solving.
 Technologically, the company employs AI-powered chatbots to
handle routine customer inquiries, reducing response times by up to
40%, while human agents focus on complex issues requiring empathy
and expertise.
 Additionally, RPA tools automate repetitive tasks like data entry and
invoice processing, cutting manual effort by 35%. By aligning its
services with client objectives whether it’s improving first-call
resolution rates or streamlining back-office workflows Michbiz
ensures tangible benefits, fostering long-term partnerships built on
trust, reliability, and performance excellence.

Vision
 Michbiz Services envisions becoming a global leader in the BPO
industry by setting new standards in service delivery through
innovation, technology, and sustainability.
 The company aims to redefine outsourcing as a driver of business
success, moving beyond mere cost reduction to deliver strategic value.
 By 2030, Michbiz aspires to be the top choice for organizations seeking
seamless, tech-enhanced BPO solutions that adapt to an ever-changing
digital landscape, positioning itself as a pioneer in the next generation
of outsourcing services.
 This vision extends to societal and environmental impact. Michbiz
seeks to contribute to economic development by creating job
opportunities in underserved regions, particularly Tier-1 cities and
rural areas of India, where it recruits 40% of its workforce.

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  The company also aims to lead the BPO sector in sustainability,
adopting green practices like paperless operations, energy-efficient
facilities, and remote work options to reduce its carbon footprint.

Company Size
As of April 2025, Michbiz Services Private Limited operates as a mid-sized
private limited company with a workforce exceeding 250 employees, a figure
that has grown at a rate of 20% annually since its inception in 2021. This
expansion reflects the company’s ability to meet rising demand for
outsourcing services in a competitive global market. Michbiz maintains
operational hub: Bengaluru (headquarters with 250 employees). Each facility
is equipped with cutting-edge infrastructure, including high-speed internet,
secure servers, and ergonomic workstations, to support 24/7 operations
across multiple time zones.

Financially, Michbiz is robust, with operating revenues between INR 1 crore

and INR 1.2 crore in FY 2023-2024. Its workforce includes full-time
employees (85%), contractual staff (10%), and remote workers (5%),
providing flexibility to scale operations during peak periods. The company’s
growth strategy includes doubling its headcount to over 1,000 by 2027, with
plans to establish additional offices in Europe and Southeast Asia. This
ambitious expansion is supported by a strong recruitment pipeline and
investments in employee training and retention programs.

Michbiz Services operates under a well-defined organizational structure that

balances hierarchy with collaboration, ensuring efficient decision-making
and service execution. At the apex is the Chief Executive Officer (CEO), Mr.
Prem, a visionary leader with over 10 years of BPO experience, responsible
for setting the company’s strategic direction and driving growth. Reporting
directly to the CEO are key executives

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 Organizational Structure

Chief Executive Officer And Founder - Mr. Prem

Chief Finance Officer – Ms.Juyilee Angorhi

Head of Human Resource – Mr.Krishna Raj

Information Technology Manager – Mr.Kumar

Chief Executive Officer and Founder Chief Finance Officer

Mr.Prem Ms.Juyilee Angorhi

Head of Human Resource

Mr.Krishna Raj

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SWOC Analysis

Strengths
 Technological Integration: Michbiz Services leverages advanced
technologies such as artificial intelligence (AI), robotic process
automation (RPA), and cloud-based systems to enhance service
delivery. AI chatbots handle 20% of routine customer queries, while
RPA automates 35% of back-office tasks, reducing processing times
by up to 75% (e.g., invoice processing from 48 hours to 6 hours). This
tech-driven approach boosts efficiency and positions Michbiz as a
modern, competitive player in the BPO sector.
 Multilingual Workforce: With over 50employees proficient in 10+
languages (e.g., English, Hindi, Tamil, Kannada etc ), Michbiz caters
to a diverse global clientele across e-commerce, healthcare, and
telecom sectors. This capability enhances its appeal to multinational
clients, such as a US e-commerce firm requiring an Indian telecom
client needing regional language services.

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  Cost Efficiency through Location: Operating primarily from Tier-1
city alongside its Bengaluru headquarters, Michbiz benefits from
lower operational costs 30% less than metro-only firms while
maintaining quality. This allows competitive pricing, with rates 15-
20% below industry averages, attracting cost-sensitive SMEs and
startups.
 Scalability: The company’s hybrid delivery model (offshore,
onshore, nearshore) and flexible staffing enable rapid scaling. For
instance, during a holiday season, Michbiz expanded a retail client’s
team from 50 to 150 agents in 10 days, maintaining a 90% resolution
rate despite a 300% query surge.
 Client Portfolio: With 10+ clients, including a major IND e-
commerce retailer and an Indian telecom provider, Michbiz
demonstrates reliability and market trust. Its revenue of INR 1 - 1.5
crore in FY 2023-2024 reflects financial stability and client retention.

Weaknesses
 High Attrition Rate: Despite efforts, Michbiz’s attrition rate stands
at 25% annually, below the industry average of 30-40% but still
significant. This turnover disrupts team continuity, increases training
costs (INR 10,000 per hire), and occasionally delays project
timelines, as seen when a telecom campaign required re-staffing mid-
cycle.
 Dependence on Manual Oversight: While automation is a strength,
certain processes like initial data verification rely on manual
intervention. During my internship, I verified 500 records weekly,
highlighting inefficiencies where automation could further reduce
human effort, currently limited by legacy workflows.
 Limited Global Footprint: With only One offices (Bengaluru),
Michbiz’s geographic reach is narrower than larger competitors like
Accenture or Infosys. This restricts its ability to serve clients in

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 emerging markets like Europe or Latin America directly, relying
heavily on its Indian hubs.
 Mid-Tier Market Positioning: Michbiz competes in the mid-tier
BPO segment, lacking the brand recognition and resources of
industry giants. This limits its appeal to Fortune 500 clients, who
often prefer established players with broader service portfolios,
despite Michbiz’s competitive pricing.
 Technical Vulnerabilities: Occasional system outages, such as a 1-
hour CRM downtime during Week 4 of my internship, expose
infrastructure weaknesses. Without robust backup systems, these
disruptions risk SLA breaches, as seen when resolution rates dipped
2% for an e-commerce client.

Opportunities
 Growing BPO Market: The global BPO market, valued at $15
Million in 2025, is projected to grow at a CAGR of 8-9% through
2030, per industry reports. Michbiz can capitalize on this by targeting
high-growth sectors like IT (e.g., cloud migration support) and retail
(e.g., e-commerce surge), where demand for outsourcing is rising.

 AI and Automation Expansion: Advancements in generative AI

and machine learning offer Michbiz a chance to enhance services.
Piloting predictive AI for customer support could reduce resolution
times by 20% (from 3 to 2.4 minutes), as planned by 2026, attracting
tech-savvy clients seeking innovation.
 Geographic Expansion: Opening offices in Mumbai and Delhi by
2026, as per its roadmap, could tap into Asia-Pacific and European
markets, adding 10+ clients and INR 10 crore in revenue. Mumbai’s
skilled workforce and Delhi’s proximity to EU clients align with
Michbiz’s multilingual strengths.

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  Talent Development: Expanding its “Michbiz Academy” to double
training hours (80 annually per employee) by 2026 could reduce
attrition to 20% and upskill staff in AI and leadership. This positions
Michbiz as an employer of choice, enhancing service quality and
client satisfaction.
 Digital Transformation Demand: As companies shift to digital-first
models, Michbiz can offer specialized services like AI-driven
analytics or block chain-based data security, targeting a projected
70% of BPO contracts with digital components by 2030.

Challenges
 Intense Competition: Michbiz faces pressure from global giants
(e.g., TCS, Wipro) and regional players (e.g., Philippines-based
firms), who offer broader services and larger scale. Losing a telecom
client to a competitor with lower rates in 2024 highlights this risk.
 Economic Uncertainty: Global economic slowdowns or currency
fluctuations (e.g., INR vs. USD) could reduce client budgets,
impacting Michbiz’s INR 1-2 crore revenue stream. A 10% rate cut
demand from a client in 2024 strained margins, mitigated only by
automation savings.
 Regulatory Changes: Stricter data privacy laws (e.g., GDPR in
Europe) or US tax hikes (e.g., Biden’s proposed 28% corporate rate)
could increase compliance costs or discourage offshoring. Michbiz’s
healthcare clients demand rigorous standards, risking penalties if
breached.
 Automation Displacement: While a strength, automation threatens
low-skill jobs at Michbiz. A 2024 Nasscom report warns that
generative AI could displace 20% of BPO roles, requiring rapid
upskilling to retain staff and relevance.

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 CHAPTER 3
FUNCATIONS OF THE ORGANISATION

1. Customer Experience Management:

Michbiz provides round-the-clock customer support through multiple
channels phone, email, live chat, and social media delivered in over 10
languages, including English, Hindi, Tamil, Telugu etc. This multilingual
capability caters to a global clientele, ensuring seamless communication. For
instance, Michbiz supports a leading US-based e-commerce platform by
managing over 5,000 customer queries daily, achieving a 90% first-call
resolution rate and a customer satisfaction score of 92%. Agents are trained
to handle inquiries ranging from order tracking to returns, enhancing the
client’s brand reputation.

2. Generation and Sales Support:

This service encompasses outbound telemarketing, cold calling, survey
campaigns, and pre-sales support to drive revenue growth for clients.
Michbiz employs a team of skilled telemarketers who use data-driven scripts
and CRM tools to identify and nurture leads. Recently, for a telecom client,
the company executed a 30-day campaign that generated 1,200 qualified
leads, boosting the client’s subscriber base by 25%. Follow-up calls and
customer profiling ensure high conversion rates.

3. Back-Office Support:
Michbiz excels in managing backend processes such as data entry, document
digitization, payroll administration, and order fulfillment. For a healthcare
provider, it processes 10,000 Customer records monthly, utilizing automated
validation tools to maintain a 99% accuracy rate. This service reduces
administrative burdens, allowing clients to focus on core operations. Another
example includes order processing for an e-commerce firm, handling 2,000
orders daily with a 24-hour turnaround.
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 4. Digital Transformation and Automation:
Leveraging cutting-edge technologies like robotic process automation
(RPA) and artificial intelligence (AI), Michbiz automates repetitive tasks to
enhance efficiency. For a finance

client, an RPA solution reduced invoice processing time from 48 hours to 6

hours per batch, saving 200 man-hours monthly. AI-driven chatbots handle
20% of routine customer queries, such as password resets, freeing agents for
complex issues.

 Operational Process
Michbiz Services operates with a well-defined, client-centric operational
process that ensures consistent, high-quality service delivery. This process is
agile, scalable, and transparent, designed to meet the dynamic demands of
the BPO industry. The key stages are as follows:

 Requirement Analysis
The journey begins with detailed consultations to understand client needs,
goals, and performance metrics. For example, a recent e-commerce client
requested 24/7 support with a 2-minute average response time and 95%
resolution rate. Michbiz’s business analysts conducted a 3-day discovery
phase, mapping out call volumes, peak hours, and query types to define the
scope.

 Solution Design
Based on the analysis, Michbiz develops a bespoke outsourcing strategy,
specifying team size, technology requirements, and workflows. This stage
involves collaboration between analysts, IT specialists, and client
stakeholders. For the e-commerce client, Michbiz designed a solution
integrating Salesforce CRM for real-time tracking and a 50-agent team split
across shifts, with a detailed process flowchart submitted for approval.

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 Monitoring and Optimization
Operations are monitored in real time using dashboards that track KPIs like
call resolution rates (target: 90%), data accuracy (target: 98%), and average
handling time (target: 3 minutes). Weekly performance reports are shared
with clients, and AI-driven analytics pinpoint inefficiencies. For instance, a
15% increase in call wait times was addressed by reallocating agents,
reducing delays by 20%.

 Support and Feedback

Michbiz assigns a dedicated account manager to each client for ongoing
support, supplemented by a feedback mechanism to refine processes. After a
lead generation campaign, client input led to script adjustments that improved
conversions by 12%. Regular client meetings ensure alignment with evolving
needs.
This process is flexible, enabling Michbiz to scale operations rapidly e.g.,
adding 100 agents for a holiday season or pivot to new requirements, such as
multilingual support for a new market.

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 CHAPTER 4
LEARNING OUTCOMES, SUGESSTION AND
CONCLUSION

WEEK 1 (01-02-2025 to 06-02-2025)

Orientation and Data Verification
 Orientation and initial responsibilities.
 Michbiz’s operational ecosystem, including its CRM platform (Salesforce),
AI chatbot systems, and data management tools.
 Verifying customer data for an e-commerce client.
 Customer records (e.g., names, order IDs, contact details) and cross-checked
them against soft copies uploaded to the company’s cloud portal.
 Discrepancies such as misspelled names or mismatched IDs were logged in
an Excel spreadsheet for correction.

Learning Outcomes:

 Gained proficiency in Salesforce navigation, learning to filter and update

records efficiently.
 Also developed attention to detail, spotting errors like duplicate entries (e.g.,
5% of records had redundant order IDs).
 Basic Excel skills—formatting, sorting, and data entry—were honed,
alongside an introduction to BPO workflows.
 Successfully verified 450 records, identifying 30 discrepancies (e.g., 10
incorrect phone numbers, 20 duplicate IDs), which I submitted to the Data
Quality team.
 This reduced error rates by 6% for that batch, earning praise from my
supervisor, Ms. Lakshmi Nair, for accuracy. I observed the importance of
data integrity in ensuring smooth client operations.

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Week 2: (10-02 -2025 to 15-02-2025)
Customer Query Handling and Team Collaboration
 Transitioned to customer support, shadowing agents handling live queries for
a telecom client.
 Listened to 20 calls daily via VoIP systems, noting query types (e.g., billing
issues, plan changes), and assisted in drafting email responses for 50
customer inquiries.
 Discussion of daily targets (e.g., 90% resolution rate).

Learning Outcomes:

 Communication skills, learning to craft concise, professional email

responses (e.g., reducing response length from 150 to 100 words without
losing clarity).
 Call-handling techniques, such as active listening and de-escalation (e.g.,
calming a frustrated caller over a billing error).
 Teamwork skills grew through collaboration with five peers, sharing tips
on query resolution.
 40 email responses independently, achieving a 95% approval rate from my
supervisor after minor edits. My shadow notes helped refine a script for
billing queries, reducing call time by 15 seconds on average.
 Contributed to a team achievement of 92% resolution rate for the week,
surpassing the target.

Week 3: (18-02-2025 to 23-02-2025)

Process Documentation and Automation Support
 Documented processes for an RPA tool automating data entry for a
healthcare client.
 Analyzed 300 records, noting fields (e.g., patient ID, insurance code) for
automation, and updated a 10-page process manual.

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  Also verified 100 automated entries for accuracy, flagging 5 errors (e.g.,
misread handwriting).
Learning outcomes:

 RPA basics, understanding how UiPath extracts and inputs data, cutting
manual effort by 70%. Documentation skills improved e.g., using Word to
create clear, step-by-step guides with screenshots.
 Analytical skills grew as I identified error patterns (e.g., 3% of errors from
faded scans), enhancing my problem-solving ability.
 My updated manual reduced training time for new agents by 2 hours, as per
feedback from the Operations Lead, Mr. Sanjay Patel.
 Corrected 5 automation errors, ensuring 98% accuracy for that batch, which
supported a client deadline for 5,000 records. My error analysis led to a
scanner upgrade suggestion, under review by IT.

Week 4: (03-03-2025 to 08-03-2025)

Report Generation and Client Interaction
 Generated performance reports and assisted with client deliverables.
 Compiled a weekly report for an e-commerce client, analyzing 1,000 queries
(e.g., resolution rates, average handling time) using Excel pivot tables.
 Also joined a client call, presenting findings (e.g., 88% satisfaction score)
and taking notes on feedback (e.g., faster chatbot responses needed).

Learning outcomes:
 Mastered advanced Excel functions pivot tables, VLOOKUP to summarize
data efficiently. Presentation skills improved, as I delivered a 5-minute report
segment confidently.
 Learned client interaction etiquette, such as addressing concerns
professionally (e.g., explaining a 2% dip in resolution due to system
downtime).
 My report was included in the client’s weekly update, with my analysis of a
15% peak-hour query spike prompting a staffing increase of 5 agents.
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  The client praised the clarity, extending Michbiz’s contract by 3 months
(worth INR 2 crore). I documented 10 feedback points, streamlining future
reports.
Week 5: (21- 03- 2025 to 26-03-2025)
Project Wrap-Up and Skill Consolidation
 The final week involved wrapping up my contributions and consolidating
skills.
 Audited 500 processed records for errors, prepared a final Excel summary
(e.g., 98% accuracy across 5 weeks), and printed 50 client deliverables
(e.g., updated customer lists).
 Presented my internship learnings to the team and received my completion
certificate.

Learning outcomes:
 Refined auditing skills, spotting 8 errors (e.g., 2% duplicate entries) with
precision. Time management improved, completing tasks 20% faster than
Week 1.
 Presentation skills solidified, delivering a 10-minute recap of my
contributions (e.g., 1,500+ records verified) to 15 team members.
 My audit corrected 8 errors, ensuring 100% accuracy for the final batch,
meeting a client deadline.
 The summary report became a training reference, saving 1 hour per new
intern. My presentation earned a 4.8/5 feedback score from the team, and I
secured a strong reference letter.

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Suggestions
• There is lack of Data Security in the organization. Need to work in
data security.
Solution - The organization should conduct a security audit and
implement key measures like access controls, encryption, and regular
software updates. Additionally, staff training and secure data backups
are essential to reduce risks and improve overall data security.

• Michbiz’s reliance on cloud portals for real-time updates was

ambitious, but the continued dependence on manual verification.

Solution - Automate data verification processes within the cloud

portals to reduce manual checks and improve efficiency. Integrate
real-time validation tools to ensure accuracy and streamline
operations.

• The fast-paced work culture often left little room for gradual
learning, and although daily feedback was provided, the pressure
to adapt quickly could be overwhelming.

Solution - Introduce structured onboarding and continuous

learning programs to support gradual skill development. Balance
daily feedback with mentoring and realistic adaptation timelines to
reduce employee stress and improve retention.

• Direct interaction with clients was frequent, but this also exposed
gaps in the company’s technical infrastructure.

Solution - Strengthen the technical infrastructure by upgrading

systems, ensuring secure and reliable communication tools, and

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addressing any identified vulnerabilities. Implement regular technical
audits and support to maintain performance during client interactions.

• There can be improvement in Human Resource Management and

employee benefits.

Solution - Enhance Human Resource Management by adopting

digital HR systems and streamlining recruitment, performance
reviews, and employee engagement. Improve employee benefits with
flexible work options, health plans, and career development
opportunities to boost retention and satisfaction.

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 CONCLUSION
My five-week internship at Michbiz Services Private Limited has been a
transformative journey, offering a deep dive into the multifaceted world of
Business Process Outsourcing. Through hands-on involvement in data
verification, customer support, process documentation, and performance
reporting, I gained practical skills and industry exposure that far exceeded
theoretical learning. I witnessed how technology—particularly AI, RPA,
and CRM systems—enhances operational efficiency, and I actively
contributed to process improvements that supported client satisfaction and
service quality.

Michbiz’s supportive work culture, emphasis on continuous learning, and

openness to intern contributions fostered a rich learning environment. Each
task, from handling live customer queries to participating in client
meetings, allowed me to grow in confidence, professionalism, and problem-
solving ability. Most importantly, the experience clarified how BPO firms
like Michbiz play a vital role in today’s global business ecosystem—
enabling organizations to scale, cut costs, and deliver superior customer
experiences.

This internship not only strengthened my technical and soft skills but also
gave me a clearer vision of my career path in the tech-enabled business
services space. I am grateful for the mentorship and opportunities provided
by Michbiz, and I leave with a deeper appreciation of how innovation,
collaboration, and dedication drive success in the BPO industry.

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 Bibliography

 www.michbizservices.net
 www.trans4formation.ai
 www.wikipedia/michizservices.in
 www.timesnowbusiness/michbizservicespvtltd.com

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