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Business Process Outsourcing: An Important Development Lever - Call Center Pros (Dominican Republic) - ContactCenterWorld.com Blog

Business Process Outsourcing: An Important Development Lever

BPO, or Business Process Outsourcing, is a very attractive business management solution. Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. But why such a craze for the BPO? To answer the question, discover through this article the missions of a business process outsourcing and the benefits it offers for companies.

What are the missions of a BPO?

Before talking about the missions of a BPO, it is important to understand what it really consists of. Business Process Outsourcing, which translates into the outsourcing of business processes, refers to the outsourcing of a specific business task to a service provider external to the company. Outsourcing takes charge of various missions that are useful and vital to a company, but which do not constitute its core business.

In general, companies choose to outsource time-consuming tasks, such as, for example:

  1. Outsourcing Billing.

While outsourcing is not a new concept, it might be a tricky decision to outsource billing. This is because billing and coding go hand-in-hand, and unless your service provider is expert at identifying the correct codes, it can result in the bills coming out awry, thereby resulting in large-scale losses. On the other hand, when done correctly, outsourcing can be a pain-free process, giving you an ample amount of time to concentrate on your core business strategies.

 

  1. Outsourcing Payroll.

Isn’t it more expensive to pay someone else to do your payroll tasks?

It is certainly NOT more expensive to hire out your payroll processing. When you consider the cost of an employee’s wages and add in benefits that can really add up quickly. If you are the owner of a very small company and you are trying to do payroll yourself, the cost of your time is even greater.

 

  1. Outsourcing IT.

Security. Support. Expertise. Strategy. Information Technology (IT) is a major support function for any business. But all too often small to medium-sized businesses overlook IT as a critical business component, mainly because of the cost to develop and maintain an IT department.

There are few ways to ensure the good positioning of a company without viable IT technical support, which is one reason why any business leader should consider outsourcing IT services.

A professional IT support provider helps manage the network, users, services, and devices that are integral to a company’s operations. It helps guarantee that the organization’s network is current and that its technology provides seamless operations across all departments, hierarchies, and roles within the company.

While every IT support provider offers different services, common tasks include, for example:

  • Network monitoring, management, and security
  • Data backup and recovery
  • Authentication
  • Data storehouse, warehouse, and management
  • Process execution and enforcement

 

  1. Outsourcing Call Management.

Companies need to stay focused on core competencies, therefore large organizations often outsource call center functions to specialized service providers.

The alternative is to handle multiple customer communication channels–calls, emails, web chats, and text messages–in-house. But establishing a multichannel contact center is an expensive proposition. It requires a major investment in facilities, equipment, and technology–not to mention the cost, time and energy needed for staff training and ongoing operations.

However, the growing trend of IT outsourcing can bridge the gap.  In fact, analysts expect global Information Technology (IT) outsourcing to have a compound annual growth rate of close to six percent through 2019. Some studies show as much as 60 percent of the IT function being outsourced, with spending on outsourcing accounting for 10.2 percent of the average IT budgets.

Companies that invest in outsourced IT services achieve significant benefits that help them operate more efficiently and effectively without having to invest in a full-fledged IT department.

 

  1. Outsourcing Data Entry.

Outsourcing your data entry is a strategy that is growing in popularity for businesses today, as more and more entrepreneurs are recognizing the benefits of outsourcing their non-core tasks, of which data entry usually falls under.

 

  1. Outsourcing Recruitment.

The global economy has changed, making recruiting and hiring the right candidates a lot more difficult. New economic conditions include global competition, lightning fast-changing business conditions, high unemployment, skills shortages, and a war for talent. Finding and hiring the right people in this kind of recruiting environment requires keeping up with new recruiting technology and social media, developing relationships with successful candidates, and asking the right questions. Busy hiring managers and employers achieve all that when they outsource recruiting.

What are the benefits of using BPO for a business?

Since its inception, the BPO has constantly evolved to meet the needs of businesses that are becoming more demanding. In 2018, the sector has largely expanded and intervenes in many areas of activity, including accounting, tele-secretary, customer services… Among the most notable benefits of using BPO include:

 

  1. Cost reduction.

This is undoubtedly one of the first attractions of the BPO. Indeed, the fact of entrusting certain functions of the company to these specialized service providers makes it possible to reduce the expenses related to the execution of the tasks. One must know that mastering the specific skills to areas, such as accounting, computer science, etc. is often expensive to develop internally.

In addition, almost all outsourcing companies have at their disposal a competent and affordable workforce, making their rates cheaper for quality service. In addition, the company will not have to worry about the wages of the operators or the purchase and maintenance of equipment since they are included in the tariff of the provider.

 

  1. The gain of professional expertise.

Another advantage of outsourcing is that it allows the company to benefit from the expertise of professionals. Indeed, these types of providers have a team of qualified and experienced professionals in the different missions they offer. In other words, whether it is for payroll, accounting, call management, recruitment or other, it provides its clients with efficient agents and high levels to ensure the quality of each mission.

 

  1. Focus on core activities.

Workload increases with additional non-core functions and the quality of your core activities suffers as your business grows. Outsourcing in such scenario to a third party plays an important role by allowing your key resources to focus on primary business tasks.

Also, after you allocate tasks to your outsourcing partner, they share the workload of your employees. This allows you to develop your internal task force and use them more efficiently.

 

  1. Improve service and delight the customer.

Your outsourcing partner, with their skilled expertise, will produce quality deliverables faster, increasing your turn around time to the customer. With on-time deliveries and high-quality services, your customers will be delighted! Outsourcing can help you benefit from increased customer satisfaction and thus creating a stream of loyal customers.

Outsourcing shows an increase in your productivity, customer loyalty, level of quality, business value, profits, and much more.

 

  1. Run your business 24/7.

Offshore outsourcing gives you the added advantage of making full use of your 24-hour day. Your outsourcing partner can take over and continue your work even after your employees go home. They can complete critical tasks and send it back for your review the next day.

 

  1. Give your business a competitive edge.

The ultimate benefit of outsourcing is that it helps your organization gain a competitive edge in the market. Through strategic outsourcing to an outsourcing partner, you are not only providing your customers with best-of-breed services but increasing your productivity while managing your in-house resources intelligently. Outsourcing can help you surpass competitors who have not yet realized the benefits of outsourcing.

Conclusion.

Outsourcing the services traditionally performed by a company’s own staff and resources provides multiple benefits. It reduces costs, frees up time to the business and improves efficiency on project execution. This practice can be very beneficial for long-term, short-term or specialized projects.

The outlook for the global outsourcing industry is optimistic growth. According to different studies, outsourcing will continue to expand at rates ranging between 12% and 26% in the next years.

Growing competitiveness from new outsourcing destinations coupled with the pressure on businesses to run cost efficiently will be the driving forces behind the accelerated growth in the BPO industry.

Source: https://callcenterpros.com/business-process-outsourcing-an-important-development-lever/

Publish Date: October 29, 2018 5:00 AM


2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



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