TRAINING for Strategy > BPO/ Call Center Processes

BPO/ Call Center Processes

Corporate are increasingly outsourcing key business functions and related IT operations. This is largely due to the trend of focusing upon core business capabilities and outsourcing select business functions to expert partners. BPO involves taking a set of activities and taking on the responsibility of delivering the same services in a cost effective manner. This can also lead to reengineering the operational processes. Outsourcing takes place in areas such as finance, health, accounting and human resources. Globalization is the other key driver of Business Process Outsourcing (BPO).

BPO involves delegating the ownership; administration and operation of a process to a third party and is about solving a business problem. There are different types of BPO service providers. Transaction providers handle a single process at their sites, with their people (such as payroll). Niche providers handle several processes (such as employment, which includes hiring and staffing) . Comprehensive providers handle the transactional and administrative processes of a function (such as HR). Outsourcing usually applies to a complete business process. It implies a degree of managerial control and risk on the part of the provider.

Many software services companies are tapping their existing client base by offering BPO services. This service has been identified as a high growth sector and has been doing well. This fast growth poses some peculiar challenges to the management. BPO clients would not like their work to be disrupted. Infrastructure is becoming a bottleneck to the expansion of capacity. Vendors are using several methods like tie-ups with existing players, acquisitions, investing in research and development and leveraging industry best practices for expansion.

One of the challenges BPO industry faces is moving up the Value Chain. To continue in the highly competitive market, the companies are looking for newer revenue sources and opportunities to keep cash flowing in. With service level agreements are becoming tough, causing shrinking profit margins. Another major problem is the high attrition and growth aspirations of the workforce. Odd hours at job and stress are supposed to be major causes of high attrition rate which increases recruitment and training costs. Failure to meet service levels, unclear contractual issues, changing requirements and unforeseen charges are some other problems which arise in practice. STRATEGIQA has identified these challenges, based on numerous interactions with the ITeS companies. A call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward those to someone qualified to handle them, and to log calls. Outsourcing is done to save money, improve quality, or free company resources for other activities. Outsourcing was first done in the data-processing industry and has spread to other areas, becoming the wave of the future. STRATEGIQA works with global clients, with the aim to increase process effectiveness and to raise a client company’s shareholder value, by delivering highly effective and efficient business processes.

STRATEGIQA provides end-to-end training solutions starting from transition, training and staffing, monitoring and improving the performance and finally adding value to the client processes. We can also spell out a comprehensive human resource policy that outlines a clear career progression path for the employees. STRATEGIQA helps organizations in planning and outsourcing some of the day to day operations or business processes to an external service provider, to achieve a better quality, lower rates and in a sense getting an edge over ones’ competitors. Cost reduction is done through process improvements, reengineering and use of technologies that reduce and bring administrative and other costs under control. STRATEGIQA emphasizes on gathering new knowledge for gaining competitive advantage, enabling access to a vast amount of project and process information by KM Implementation Strategy. STRATEGIQA offers customized service offerings, translating into the most flexible and cost effective services of the highest quality for customers.

At STRATEGIQA, we have developed a set of well designed workshops focusing on challenges of the ITeS sector. We focus to influence the intellectual capital, which is recruited to increase revenue and reduce costs and to justify the business case. STRATEGIQA helps clients build a robust process that explains collective learning, capture learning assets, share knowledge while working, innovate and set up processes, integrate appropriate technology and optimize workflow.

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