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Understanding different BPO sectors

The process of delegating the ownership, administration, and operation of a process to a third party is called Business Process Outsourcing (BPO). It is about delivering outcomes—that is, higher-performing business processes and thereby BPO aims to raise a client company’s shareholder value.

Author: Anju

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Basically in a company there are three kinds of process, core processes (which give strategic advantage), critical, non-core processes (which are important but are not competitive differentiators), and non-core, non-critical processes (which are needed to make the environment work). Most advisors recommend outsourcing all non-cores, non-critical processes. ). Few advisors suggest outsourcing core processes; they recommend investing in them. And many do recommend outsourcing critical, non-core processes to providers who specialize in those processes because they will invest in them and aim to make them world-class.

However, outsourcing does not mean handing over an entire process. It generally means turning over to a BPO provider the how aspects of a process. This can include outsourcing the systems, infrastructure, administration, execution, and some of the design of non-core processes. The company retains the aspects of the process that is the governance, policy-setting, decision making, and strategy of these processes.

The intent is to outsource the execution of a process while retaining the direction-setting part.

Different types of services being offered by outsourcing providers include customer support service, technical support service, tele marketing service, employee IT help desk service, insurance processing, data entry services, form processing, web research etc. In customer service offerings, the BPO create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis.

The technical support offerings include round-the-clock technical support and problem resolution for customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support.

In tele marketing sector, the outsourcing service providers target interaction with potential customers for prospecting like either for generating interest in products and services, or to up-sell promote and cross sell to an existing customer base or to complete the sales process online.

While the IT help-desk services provide technical problem resolution and support for corporate employees. Yet another sector, the insurance processing BPO services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing. All kinds of data entry services like data entry from Paper/Books with highest accuracy, data entry from Image file in any format, business transaction data entry like sales / purchase / payroll, data entry of E-Books / Electronic Books, data entry and compilation from Web site etc are done at the BPO centers.

Outsourcing is not a one-time event; it is continuous. Companies that outsource one process later outsource another, then another—as their strategies change and new outsourcing options open up. The outsourcing field is thus not slowing down. At the moment, BPO is the driving force, and it is developing fast.

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For more information on BPO Service Providers visit http://www.shriramvalue.com/BPO.html.

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Understanding different BPO sectors