Читать книгу Outsourcing 100 Success Secrets - 100 Most Asked Questions: The Missing IT, Business Process, Call Center, HR -Outsourcing to India, China and more Guide - Gerard Blokdijk - Страница 10

Business Process Outsourcing

Learning the Basic Concept of BPO s

Getting into the Business Process Outsourcing (BPO) trend also means acquiring a thirdparty company in which the transmission of company services with its associated operational activities and responsibilities will take place. This is yet another business strategy with certain expectations to meet such as providing services with at least a guaranteed equal service level so as to avoid client-customer conflicts. BPO indeed provides definite solutions to companies while promising more efficient organizational designs as a result of productivity growth, cost reduction and innovative competencies.

Currently, BPO is divided into two categories: (a) back-office outsourcing and (b) front-office outsourcing. If back-office outsourcing deals with internal business functions such as payroll and human resources, front-office outsourcing, on the other hand, includes customer-related functions such as tech support through phone, chat or email. These categories are further subdivided into three, namely

(a) inshore outsourcing

(b) nearshore outsourcing and

(c) offshore outsourcing, depending on the BPO location.

Inshore outsourcing means that the BPO company contracted is within a company s own country. If the contracted BPO is located on a company s neighboring country, then this is called nearshore outsourcing. Once the BPO company contracted is located outside the company s own country, it is then an offshore outsourcing.

25

There are also certain risks involved to acquiring BPO services.

This is because it is more like transferring all business elements including process management, software and people to a

thirdparty company on behalf of the outsourcer. Risks should be carefully managed to successfully achieve desired benefits. Otherwise, this will only lead to failing of company expectations, therefore business growth and development will be at stake.

26

The Truth Behind Call Center Outsourcing

The customer is always right this is a common statement instilled to a lot of employees who get to interact customers or clients each and every working day. This is because it is through only excellent customer service that people get more value for their money. This is also the reason why many companies are investing on training so that their employees will be given a chance to improve their customer service abilities and get to meet or even exceed customer expectations. A very good ingredient that adds more color to every customer interaction is having exceptional communication skills. In the call center industry, this is one of the main areas that are being focused on.

Though large companies have the capacity to establish their own call centers, some resort to outsourcing their call center needs.

This is what makes call center outsourcing a critical part of any business operation. However, it is a must to assess first if going to the call center outsourcing direction is indeed what the business needs. Some of these reasons would most likely due to low costs.

Given that a call center specializes in phone support and is acquired by most companies simply mean that good management is in place. Therefore it is just a good business strategy to acquire their services, without the need to spend time in hiring qualified individuals, and purchasing extra resources. In short, the business saves more money rather than starting from scratch.

Indeed, it would be a smart move to conduct researches first and analyze what the specific needs of the business are before making that most important decision. Call center outsourcing

27

companies have their own specialization and choosing the best bet will yield more desirable results in the future.

28

Outsourcing in China Good or Bad