Bpo Domain 6a1w5r

ITES

When Does Company Outsource • When the predictability of the process/service is not important • When there is a limited opportunity for the firm to distinguish itself competitively through a particular process or service • When the firms existing capability are limited, ineffective, or technically incapable

BPO Business Process Outsourcing (BPO) is the delegation of one or more ITintensive business processes to an external provider that in turn owns, isters and manages the selected process based on defined and measurable performance criteria

The factors that motivate companies to outsource business processes : • • • • •

Factor Cost Leveraging Superior Skill Sets and Job Execution Economies of Scale Business Risk Mitigation Efficiency Improvement

Process in BPO…. Medical Transcription

CRM

BPO

BPO KPO

LPO

Call center

CRM Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service and technical .

Call center? A call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.

Difference between BPO & Call center A Business Process Outsourcing (BPO) organization is responsible for performing a process or a part of a process of another business organization; outsourcing is done to save on costs or gain in productivity. A call center performs that part of a client's business which involves handling telephone calls. A call center, for example, might handle customer complaints coming in over a telephone.

Center

A centre is a facility used by companies to manage all client through a variety of mediums such as telephone, fax, letter, e-mail.

Types of BPO Vertical

Horizontal

BPO

Definition…. Horizontal BPO: Horizontal BPO involves function centric outsourcing. The vendor specializes in carrying out particular functions across different industry domains. Examples of horizontal BPO are outsourcing in procurement, payroll processing, HR, facilities management and similar functions. Automatic Data Processing (ADP) is an example of a horizontal BPO vendor. ADP focuses on providing services in horizontal functions such as payroll, HR, benefit istration, tax solutions, etc. However, according to Gartner, companies should focus on providing vertical services as the market matures.

Vertical BPO: A vertical BPO focuses on proving various

functional services in a limited number of industry domains. Healthcare, financial services, manufacturing and retail are examples of vertical BPO domains. EXL Service Holdings is a vertical BPO having focus on industry domains such as healthcare, business services, utilities and energy and manufacturing

Inbound Process… Calls coming in from customers regarding inquiries, complaints or order placement. This includes, but is not limited to, the following areas of work: • Customer Service:. Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customers' expectation. Customers have memories. • Answering Services: For service-oriented businesses like hotels and flower shops, you can manage your calls concerning your products or services through phone • Order Taking: Agents process all the formalities required to place an order for your product.

Outbound Process…. Sales and leads are increased significantly. Demand market research, loyalty and satisfaction surveys or appointment setting on your behalf is part of outbound services.. Verification calls: This includes the checking of authenticity, or veracity of data provided by the company from the company's database. Collections: The proverbial "dirty job but someone's got to do it." Customers are reminded of their debts or pending dues by call center agents. Lead generation: Increase your prospect database and boost your company's sales up a notch with this BPO service.

Non voice Services…. These services can be categorized into three components: Chat Services: Customer , technical or otherwise, using Instant Messengers or applets provided on the company website. Email Management and Services: Sending strategically designed e-mails containing well detailed product or services information to large number of prospects. Could also mean answering customers concerns and inquiries using this method. SMS Services: Utilizes the mobile phone to reinforce your brand with enhanced text editions of your services.

Technical Help Desk … • This type of service can be ed either thru voice or non-voice. Its 24X 7 services and can be availed through email, chat or telephone. • Product : Troubleshooting, assistance, inquiries, concerns or replacement of defective products for prospects or existing buyers.

Back office …. Services relating to the inner workings of a business or institution. This customer centered and costeffective service is among one of the very popular offshore services. Human Resources, IT, Data Entry and s Receivables, Database Management, Document Management, Data entry, IT and Human Resources are major operations of back office .

Customer Base in BPO DOMESTIC: Domestic BPO means in which an individual has to deal with domestic clients only that is solving the problems of our country's people.

INTERNATIONAL International BPO means in which an individual has to deal with overseas clients.

Various Shifts in BPO Australian UK

Canadian

USA

Hierarchy….. VP

AVP

Sr. Manager TL

Process Expert

CSA\TSA

KPO Knowledge Process Outsourcing (KPO) describes the outsourcing of core business activities, which often are competitively important or form an integral part of a company's value chain.

Different services provided by KPO Analytics Business Research

Publishing Outsourcing

Marketing Services

KPO

Market Research Outsourcing

Design Animation

Financial Research Outsourcing

Legal Process Outsourcing

Finance & ing…. Finance & ing Outsourcing can be defined as a process in which a company delegates some of its inhouse ing/operations to a third party. Thus outsourcing is a contracting transaction through which one company hires services in ing from another while keeping ownership and ultimate responsibility for the underlying processes. , many companies are either outsourcing entire finance and ing functions or sourcing single functions that are: AP (s Payable), s Receivable (AR), Cash Disbursements, Credit and Collection, Cash application Billings, Bank & other reconciliation, T&E report processing, Tax Consulting, Statutory reporting and Financial Statement analysis.

Sub-categories under F&A Outsourcing R2R (Record 2 Record)

P2P (Payment to Procedure)

02C (Order to cash)

F &A

R2R(Record to Report) Definition… Record to Report” OR “R2R” is the process of "Recording all Transactions occurring in an Organization & Collecting, Reporting / delivering accurate, timely & relevant information to the internal & external stakeholders of an organization". The R2R process provides timely, accurate and strategic of how a business or business unit is performing. The process is monthly, quarterly, bi-annually & annual

Sub-categories of R2R… GENERAL ING

MANAGEMENT REPORTING

Journal Entries

Daily Reconciliation

General Ledgers

P/L & BS Reconciliation

Profit & Loss

Consolidation

Balance sheet

Audit

Intercompany Transaction

BRS - Bank Reconciliation Statement Information Processing & Analyzing Month End Closing

Receivables

CASH MANAGEMENT

Cash Reconciliation

Details on s \Books of s General ing Manual Journal Entries Automated Journal Entries Accruals/Reversals Bank Statement Processing Bank Reconciliations

Payroll Posting & Reconciliation Inter-company Postings s for Loans/ Investments

P2P (Procure to Pay OR Purchase to Pay)

Procure-to-pay solutions are designed to provide organizations with control and visibility over the entire life-cycle of a transaction – from the way an item is ordered to the way that the final invoice is processed – providing full insight into cash-flow and financial commitments.

Sub categories of P2P Services… Sourcing Strategy Purchasing

s Payable

P2P

Vendor Management

Reporting Analysis

Sourcing Strategies Develop spend baseline Define sourcing strategy Conduct RFQ / RFP process Negotiate and sign contracts

Purchasing Process indent / requisitions Create and send PO Track PO status and expedite delivery Update material delivery / service receipt Conduct P-card istration

s Payable Invoice receipt Invoice processing Exception handling Payment Run Month end accruals

Taxation

Vendor Management Details

Vendor Management Details Vendor performance management / end- surveys Vendor master maintenance Vendor helpdesk Query resolution reconciliation

Reporting Analysis Details Cost savings tracking Contract compliance tracking Consumption tracking Planning/forecasting Regulatory compliance reporting

O2C (Order To Cash) Order to Cash is used to RECEIVE and PROCESS Customer Sales till the Collections stage. O2C is required in all Products or Service Based firms. The O2C process spans multiple steps order entry, credit analysis, invoice generation and dispute management through cash collections and cash applications - as well as myriad departments, partners, vendors, customers and back-end enterprise applications

O2C offering integrates the following services: • Order Management • Processing • Billing - Invoice Generation & Delivery • Collection Process • Cash Application • Credit and Collections • Bad Debts • Documentations • Query Management

Medical Transcription Medical transcription, also known as MT, is an allied health profession, which deals in the process of transcription, or converting voicerecorded reports as dictated by physicians or other healthcare professionals, into text format.

What is LPO? Legal Process Outsourcing delivers high-quality legal services to global clients.

JARGONS USED IN BPO INDUSTRY 3-2-1 (Idea Generation Technique):Used to gather information from several people in a short space of time. Focused on identifying immediate solutions to a specific issue. ACW - After Call Work - (See also "Wrap Up Time"):A period of time immediately after with the customer is completed and any supplementary work is undertaken by the Agent, in relation to that interaction. AHT (Average Handling Time):The amount of time it takes an Agent to deal with all aspects of a call – includes talk time plus after call work Agent: The person who receives and makes customer telephone calls. May also deal with customer correspondence and customer e-mails. Also known as Customer Advisor or Customer Representative. Agent Status:The Agent status at a particular point in time e.g. wait, talk, wrap, idle, unavailable. ACD Automatic Call Distributor:The telephone system that takes all the calls either coming into (or going out) of a centre and directs each call to the right person or team to answer, queuing the calls where necessary. ANI - Automatic Number Identification:A feature of the telephony network to capture a callers identifying telephony number. - Known in the UK as Calling Line Identity (CLI).

JARGONS Automated Speech Recognition: A solution to automate some or all parts of a customer call. It allows the caller to interact with your call centre, using their natural language, without the involvement of an Agent. Speech recognition can be applied to some or even all parts of a call, particularly where the information that you collect is in a standard form. Automatic Call Distributor (ACD) :The type of telephone system used in most call centres. Sometimes called a call centre it is used to queue callers and distribute the calls to agents. It usually includes the ability to generate statistics. Manufacturers include Aspect, Avaya (used to be called Lucent), Cisco, Nortel and Rockwell. It may be a dedicated telephone system or part of an office telephone system. Balanced Scorecard:A scorecard that shows a range of measures - typically based around graphs or traffic lights - that shows on a single sheet of paper how a call centre is performing. B2B (Business to Business):B2B is a short version of Business to Business. In effect it generally involves one company trying to do business to another company- for example Dell selling to ICI. It could just as easy be shortened to Business - so "B2B Sales" could become "Business Sales" B2C (Business to Consumer) :B2C is a short version of Business to Consumer. In effect it generally involves one company trying to do business to the general public. It could just as easy be shortened to just "Consumer - so "B2C Sales" could become "Consumer Sales"

NASSCOM LISTED TOP 15 OUTSOURCING COMPANIES 2012 Genpact Tata Consultancy Services BPO WNS Global Services (P) Ltd Aegis Ltd Wipro BPO First Source Solutions Ltd Infosys BPO Aditya Birla Minacs World Wide Ltd Exl Services.com (India) Pvt ltd Hinduja Global Solutions Ltd Intelnet Global Solutions ltd HCL Technologies Ltd HOV Services Ltd Mphasis Ltd

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