Premier BPO Inc. - ContactCenterWorld.com Blog
Bryan Michel, Vice President of Client Services said, “This is an exciting step for Premier BPO
Premier BPO, a global provider of back office, contact center and business process outsourcing solutions, is pleased to announce its partnership with Kapta, a provider of an enterprise Key Account Management platform. Premier BPO intends to leverage Kapta to streamline the handling of its client base and to improve upon overall client satisfaction.
Bryan Michel, Vice President of Client Services said, “This is an exciting step for Premier BPO. Kapta fills a need that has been missing within the organization, an enterprise level Key Account Management platform that not only captures all client contact data in one centralized spot, but scores the health of the account based on a variety of factors. Amongst a variety of positive tools that Kapta provides, Premier will be leveraging the built in Customer Satisfaction tool to work more closely with all clients on building out agreed upon success plans. As Premier continues to grow, Kapta will be key to maintaining a high level of client satisfaction.”
Alex Raymond, CEO of Kapta said: “Premier BPO is an ambitious and forward-thinking company that knows how important it is to actively manage their existing accounts. We are very pleased to be working them to achieve their business goals.”
Premier BPO will be providing customer service and technical support to Kapta’s clients as part of the agreement.
For more information about Premier BPO:
Kapta is an enterprise Key Account Management platform designed for the accounts that matter most. Kapta powers trusted relationships between key account managers and customers through the use of joint success plans and clear expectations.
Kapta is a Techstars company and a proud member of the Entrepreneurs Foundation of Colorado (EFCO), which gives back 1% to the community.
For more information, visit www.kapta.com
Publish Date: June 14, 2016 5:00 AM
Experts expect a number of shifts in the IT outsourcing industry in 2016.
1. Security takes center stage
Security is top of mind from the boardroom to the break room, and it will influence outsourcing strategy in 2016. Indeed, security risk is poised to increase as telematics and the Internet of Things (IoT) becomes more prevalent in consumer and commercial products, says Paul Roy, partner in the business and technology sourcing practice of Mayer Brown. “Increasing numbers of threat actors will use increasingly creative ways to exploit weaknesses, often with devastating effect. Regulators will exact increasingly large fines for poor security. Service providers have often been the weakest link in a company’s security and will need to find better ways to address that concern.”
“The threat profile changes every day and with every added protection comes a new vulnerability, not to mention it is becoming harder and harder to tie products together to deliver a robust security solution,” says Rahul Singh, managing director at outsourcing consultancy Pace Harmon. “In 2016, we expect to see the rise of the Chief Security Officer and more enterprises opting for specialized security vendors with Security-as-a-Service capabilities that can protect data no matter where it resides.”
2. Offshore captives come back
Companies will leverage the experience they have gained in process maturity as a result of working with outsourced offshore teams and set up their own shops, predicts Randy Vetter, senior director with outsourcing consultancy Alsbridge. “The objective of this approach will be to reduce costs by taking away the provider’s margin, as well as increase flexibility by removing contractual constraints.” Companies are likely to get smarter about insourcing in general, says Alsbridge director Mary Patry. “Rather than insourcing as a knee-jerk reaction to a bad outsourcing relationship and repeating past mistakes, clients will benefit from lessons learned and be smarter about what and how they repatriate.”
3. Production workloads—and more—hit the cloud
There’s no denying Amazon’s first mover advantage with the public cloud. And IT shops who reached for the cloud first did so with non-critical systems. But in 2016, we’ll see more production workloads move to the cloud—and not just AWS, says Lynn LeBlanc, CEO of HotLink. “No CIO wants to cast all bets on just one cloud provider,” LeBlanc says. “IT pros recognize that the future of their data centers will embody many platforms, so we’ll start to see more CIOs experiment with other major public cloud options, such as Microsoft Azure and Google Cloud Platform.”
n 2016 the potential to move outsourcing from the ‘lift and shift’ of non-core processes to something more substantial is entirely do-able in the cloud,” says Michael Corcoran, a senior managing director overseeing growth and strategy for Accenture Operations. “The as-a-service outsourcing model makes it possible to combine infrastructure, software, and business process to create a platform that is much more modular, scalable and intelligent. This platform can tackle higher-level processes, creating results that increase revenues, improve margins, enhance customer service, and move the business forward instead of running in place.”
4. VMOs go mainstream
Multi-sourcing has multiplied the vendor management workload. “As clients look for ways to address the challenges of overseeing increasingly complex multi-vendor service delivery models, the [vendor management office] will establish itself as a way to provide a high-level, enterprise-wide view while at the same time managing day-to-day operational details and multiple touch points between different providers in the service delivery chain,” says Mike Slavin, Alsbridge managing director.
5. Integration challenges surge
“Customers adopting an ever larger number of emerging digital technologies will face an ever-larger integration challenge,” says Rebecca Eisner, partner in the Chicago office of law firm Mayer Brown. “Many of the most powerful cloud technologies will require integration efforts comparable to those required to install ERP systems.” Because most companies do not have employees capable of managing multiple emerging technology platforms, they’ll have to outsource service integration, incident management, and change management. Expect increasing partnerships among providers, predicts Mayer Brown partner Brad Peterson.
6. The service providers universe expands
“Customers will buy from an expanding list of technology providers,” says Dan Masur, partner in Mayer Brown’s Washington, D.C. office. “Customers will continue to turn to ITO, BPO and cloud service providers who have blazed a digital trail for help in becoming digital businesses. They will source services from an ever-expanding list of emerging and digital technology providers. Pace Harmon’s Singh says we’ll see more product-driven managed services “as more product-oriented vendors, such as Cisco and others, move beyond just selling their products to also delivering services around their products. We are already seeing this on a small scale, but expect it to ramp up in 2016 as very large clients are growing their managed services capabilities.”
7. Multi-speed IT hits outsourcing
Gartner dubbed it “bimodal IT.” McKinsey named it “two-speed.” Whatever you want to call it, outsourcing clients will recognize the need to take different approaches to managing the “run the business” part of IT and the “change the business” part this year. “Clients will use the bi-modal approach to implement commercial and contractual mechanisms with vendors to clearly delineate the roles of the respective groups and to optimize the contributions of each to the business,” says Eleanor Winn, managing director at Alsbridge.
8. Vendors get soft(er)
“After 20 years, vendors who have been accustomed to bending customers to their one-sided terms by offering low prices will come to realize that further market penetration—particularly penetration into core functions or large companies--will require a more accommodative approach to meeting the needs of those companies,” says Peterson.
9. Automation will redefine relationships
“Having exhausted the opportunities to move work to lower-cost people, ITO and BPO companies are now focused on moving it to machines,” says Roy. “Buyers with contracts designed to purchase people will need to reconcile their contracts to this new world.” Both customers and providers will have to rethink their deals as they integrate more robotic process automation (RPA) into IT service delivery.
“Clients will rethink their sourcing strategies and how to build their RPA capabilities and providers will continue to build automation into their solutions,” says Craig Nelson, managing director with Alsbridge. “Both parties will have to redefine roles and skills requirements for human jobs, as well as manage the touch points between automation functions and jobs performed by humans. This will present a significant challenge for outsourcing relationships as agreements will need to be flexible to accommodate these highly dynamic environments.”
10. Agile sourcing emerges
With technology itself seeming to advance on a dime, outsourcing decision making will have to speed up. “Companies who decide on a digital strategy will execute quickly in 2016 to avoid seeing a technology shift or a competitor jumping ahead,” predicts Peterson of Mayer Brown. “We see increasing numbers of clients deploying substantial negotiating teams working on an agile basis to close smart deals fast.”
Publish Date: April 22, 2016 5:00 AM
Dipping your toe in the water
In 2005, Thomas Friedman published the book, The World is Flat in which he gave several examples of how outsourcing was changing the world. Eleven years later, the promise of a flat world where business is done anywhere in the world has led to some real seeming paradoxes, as in:
- The world’s largest taxi company owns no taxis – that’s Uber
- The largest accommodations provider owns no hotels – that’s Airbnb
- The most popular media company creates no content – that’s Facebook
- The world’s largest movie company owns no theaters – that’s NetFlix
- A new company that saves on prescriptions but doesn’t fill them – that’s Blink
But maybe your company has never outsourced. Or, you think that your near-term needs are too small to meet the minimums of the large BPO firms. Or, as with many insurance companies, there is a kind of parochial attitude about keeping all work in-house, even to the detriment of your bottom line.
If any of the above is the case with your company, then there is some good news … there are BPO companies that can perform all of the same functions as the bigger ones, but are willing to start small and grow with your needs. I know because I work for one.
The next question you may ask is: what are the services that fall under BPO (Business Process Outsourcing)? They include, but are not limited to:
- Call center services for sales or customer service;
- Billing and collections;
- Accounts receivable and accounts payable processing;
- Medical and healthcare coding;
- IT support, programming and web site development;
- Data input from paper to corporate IT platform;
- And the list goes on.
Every company has to perform some or all of these functions, yet these are not normally things that contribute to the company’s margin. They are also not usually the “core competency” of most organizations. For example, an auto insurance company makes money through underwriting profit (premium revenue minus losses) and investment income. The so called back office functions are a necessary evil in running a business.
So what’s left to say? Only that in today’s “As a Service Economy”, every company needs to consider outsourcing any function that can be done by a specialized company to provide higher quality and lower costs. And, the ability to perform these functions anywhere in the world at a significantly lower has to be a consideration.
Publish Date: April 18, 2016 5:00 AM
On Thursday March 10th, Jon Hamilton (left), President of the Insurance Division of Premier BPO led a panel of experts on insurance digital marketing. The other members of the panel are Kevin McKenna, SVP, Digital for RPM Direct; Courtney Bush, Marketing Manager at Aon and Susan Leonard, SVP at Aetna.
The group discussed numerous topics, including:
- The various digital channels and how each of the companies uses them – Susan is in B2B marketing and mostly uses email to house files, while Kevin buys leads from email aggregators and it is their best source, since they only pay for responders.
- How these channels are evaluated and with what types of analytics – Courtney’s job is specifically in the area of analytics and she reported that they measure everything they do in terms of clicks, responses and sales. Both Kevin and Susan reported that they have similar analytics for their customer contacts.
- The data sources that each company uses, including internet leads – Kevin, being the expert at internet leads discussed at length the predictive models they use to vet leads before spending money on selling to these leads. RPM has also used Premier BPO to qualify leads using our call center in the Philippines.
- How social media (Facebook, Twitter, LinkedIn, etc.) are used and monetized – Courtney reported that Facebook and Twitter are important parts of their social strategy, while Susan said that her division of Aetna is in B2b and therefore uses LinkedIn is much more effective for them.
- Mobile and, in particular, its use by millennials – Both Aon and Aetna have developed Mobile Apps for their products. Kevin discussed how smart phones are getting bigger while laptops are getting smaller, such that devices in general seem to be converging. All agreed that Mobile is critical since Millennials use their smart phones as communications devices more than as phones.
- The effects of Insurance regulations on digital channels – Each of the panel members said that compliance is still critical for any insurance program, however, Susan said that she is much less restricted than what she dealt with when she was a consumer marketer at Humana. Kevin said that compliance is very important if you are going to call internet leads due to the new restrictions on calling cell phones.
The discussion by the group was pretty lively and the audience too got involved. Most agreed that the evening was both informative and a lot of fun.
Publish Date: March 16, 2016 5:00 AM