Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria.
Some of the motivation factors as to why BPO is gaining ground are:
- Factor Cost Advantage
- Superior Competency
- Utilization Improvement
- Economy of Scale
- Business Risk Mitigation
Availability of highly qualified skill pool and faster adoption of well-defined business processes leads to higher productivity gains without compromising on quality.
Customers across verticals like Insurance, Banking, Pharmaceuticals, Telecom, Automotive and Airlines seem to be the early adopters of Business Process Outsourcing. Of the vertical listed above insurance and banking are able to generate bulk of the savings purely because of the large proportion of processes they can outsource like claims processing, loans processing and client servicing through call centers.
Improvement in cost, quality and productivity has encouraged customers to rapidly scale up their offshore operations. It is no longer seen as a one-time cost reduction or process improvement but customers are demanding year-on-year improvements in process metrics.
|Why Outsourcing from India?
Robust communication infrastructure, a large English-speaking workforce, low labor costs, appropriate time-zone difference with the West and the brand equity built by the software services sector are compelling reasons for choosing India as the BPO destination.
The international bandwidth situation has improved dramatically over the last 3 years with the launch of India's first private undersea cable. Moreover, considerable bandwidth is also available to companies through state owned Videsh Sanchar Nigam Limited - VSNL(partially owned by India's largest business conglomerate). VSNL has strategic stakes and has negotiated contracts to use parts of several international cables like SEA-ME-WE II, SEA-ME-WE III (40 GBPS capacity), FLAG (10 GBPS capacity) and SAFE (40 GBPS capacity) offering connectivity to most locations around the world. Other private operators in India also have aggressive plans to build undersea cable with considerable bandwidth over the next 2-3 years. Besides, the privatization of NLD operations within India has resulted in the emergence of new players. The privatization of the telecom Industry has resulted in significant drop in telecom rates. Continuing competition in the industry with the recent entry of newer players will see a further drop in telecom prices. As a result, the telecom costs have dropped by 85% in 3 years.
Power availability has also improved dramatically over the last 5 years, thus ensuring power reliability at most ITES locations like Bangalore, Delhi, Chennai, Bombay, Pune and Calcutta. Respective
state governments in India have undertaken reforms in the power sector to improve power supply to ITES companies.
The Business Process Outsourcing industry in India has been growing 70 percent a year and is now worth $1.6 billion, employing 100,000 people. And as McKinsey analysts put it, BPO has to grow only 27 percent till 2008 to deliver $17 billion in revenues and employment of a million people.
As the modern enterprise seeks to focus ever more narrowly on its core activities, BPO increasingly is being considered as a business strategy that provides access to 'best in class' processes and cost predictability. This growing trend for enterprises to review their internal operations to more fully understand what their true core competencies are and to focus only on these core competencies is the primary driver behind the growth of the BPO market.
To ensure they are well placed to address this market growth, BPO Service Providers are facing a number of challenges:
Visibility of ongoing improvements in operational efficiency
Reducing processing costs through continuous process improvements
Maximizing BPO revenues within shortening BPO contract terms
Increasing customer satisfaction by realizing business benefits sooner
Improving service levels through accurate process monitoring and reporting
Avoidance of long and costly development cycles to achieve a faster ROI
Defining and enforcing 'best practice' processes
Implementing effective change management capabilities.
Often, a successful business solution has little to do with technology. Instead, it is about people. Business Process Outsourcing (BPO) is a decision to subcontract some or all important, non-core, business processes. This decision allows a company to invest its time, talent, and capital on core business strategies that fuel company growth.
OTS will provide the people, processes, management structure and supporting technologies to help our customers reduce costs. Our process outsourcing structure is intended to stabilize workforces, provide a single point for accountability, and deliver measurable process savings. Looking at all this we will soon be launching our own BPO services and getting affiliated with other BPO service providers for the best services to be offered Internationally.
OTS’s Business Process Outsourcing Services will include:
- Customer Relationship Management.
- Telemarketing Services
- Technical Support Services
- IT Help Desk Services
The cost of acquiring a new customer is five times the cost of retaining an old one. And hence it is important that your customer interaction is managed in the best possible way. Customer Interaction Services at OTS will be tailored to provide superior customer interaction and hence leverage every customer relationship to the fullest. Our portfolio will includes a whole gamut of customer facing offerings including 24/7 customer support through voice (in-bound and out-bound calls), e-mail and web mediums, telemarketing services and telemarketing outsourcing, technical support services and employee IT helpdesk services. We will serve multiple industries including insurance, banks, financial services companies, retailers and OEM's.
The key benefits of using our customer interaction services, will include:
- Improved customer service levels
- Reduced customer support/marketing costs
- Higher sales conversion rate
- Enhanced flexibility to manage service peaks and troughs, product lifecycles
- Homogeneous, clearly defined processes across geographies
- Greater coverage and number of interactions with customers
Customer Support Services
Our customer service offerings will 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 basis. Examples of this include customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc.
Our telesales and telemarketing outsourcing services will target interaction with potential customers for "prospecting" i.e. either for generating interest in products and services, or to up-sell and cross-sell to an existing customer base or to complete the sales process on-line. Examples of this service include outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit/debit cards
Technical Support Services
Our technical support offerings will include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These will include installation and product support, up & running support, troubleshooting and Usage support. Examples of this service include customers calling to resolve a problem with their home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software.
IT Help-Desk Services
Our IT help-desk services will provide technical problem resolution and support for corporate employees. Examples of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, shrink-wrapped products, connectivity etc., office productivity tools support including browsers and mail, new service requests, product usage queries, IT operational issues, routing specific requests to designated contacts and remote diagnostics (password reset, desktop control).
We are inspired by what is yet to come.