Business process outsourcing or BPO in India has evolved from its early 'sweat-shop' image to the status of a strategic differentiator in the global marketplace. Business process outsourcing has changed the way the world does business.
BPO is the contracting of a business task to a third party service provider. Back office outsourcing refers to internal business functions like billing or purchasing, while front-office outsourcing includes customer-related services such as technical support, marketing and customer service. The focus in BPO is on reducing transaction costs, optimizing process efficiency and providing size and scale to handle a large volume of transaction processing engagements.
At Outsource2india we offer a range of BPO Services such as, call center services, data entry services, engineering services, finance and accounting services, creative design, web analytics services, healthcare BPO, photo editing services, software development, research and analysis services and a host of other additional services.
BPO is as old as business itself. Businesses have outsourced their distribution or marketing to third parties for centuries. It is the opening up of the global economy that has catalyzed the growth of BPO to its present stature as a key driver of business competitiveness.
The roadmap for outsourcing success has been laid with:
Today Business Process Outsourcing is known by many other names, among the popular marketing terms being: sourcing, global outsourcing, right sourcing, rightshoring, nearshoring, bestshoring, offshoring. Whatever the business world chooses to call it, business process outsourcing is a proven management strategy helping businesses survive and thrive in the boundary-less global economy.
India has won its spurs as the world's outsourcing destination of choice. Currently the country has a commanding share of the global outsourcing market.
Services outsourced to India include the functions within administrative support, inbound call center services, technical support, document processing, financial and accounting Services, intellectual property research and documentation, supply chain management, legal process outsourcing, regulatory compliance documentation, medical transcription, payroll processing services, sales and marketing, publishing, research and analysis, infrastructure and facilities management, human resource management and training, the list goes on.
India's BPO industry has evolved and matured to present higher-end services that require judgment-based analysis and domain expertise, rather than function-specific, rules-based performance parameters alone. As service providers strive to offer end-to-end services, we see BPO falling into different segments. At one end of the spectrum is the traditional rules-based transactional outsourcing; while at the other end is judgment-based transaction processing and full-service business process outsourcing.
India has competencies in all the segments. Some BPO service providers have developed vendor-centric business models where they offer specialized services under one roof by representing the services of multiple specializing in different verticals. Others are niche players that have adopted vertical-specific models to address the needs of a specific industry.
Captive Offshore Delivery Centers or CODCs in India have been pioneered by large multinational companies (MNCs) like GE Capital and British Airways, Dell and American Express among others to maintain control and ownership over core or mission-critical outsourced business process as well as over proprietary or competitive knowledge.
Third-party outsourcing service providers give captives a run for their money as they offer the advantages of lower costs, flexibility and competitive pricing while maintaining quality standards.
The BPO industry features five business models:
Indian BPOs are moving up the value chain to offer higher-end services, end-to-end business process outsourcing and domain-specific expertise. This has given rise to segments like Research and Analysis outsourcing, LPO (legal process outsourcing) ESO (Engineering Services Outsourcing), HRO (Human Resource Outsourcing), RPO (Research Process Outsourcing), MBPO (Medical Business Process Outsourcing), FAO (Finance and Accounts Outsourcing) and more. The list will only get longer as outsourcing service providers get more specialized in their offerings.
Forward-looking global companies are using BPO in India as a business strategy to effectively meet critical business challenges. Moving beyond commodity BPO services and support functions such as voiced-based services and F&A support, BPO providers in India are offering a slew of high-end business services to accelerate innovation and provide sustained value. These include complex functions such as engineering design, equity research support, and pharma research.
Indian BPOs now assume full process management responsibility in processes like revenue cycle management, to provide greater value in business verticals like healthcare and BFSI (banking, finance & accounting services and insurance). This results in Business Transformation Outsourcing or BTO - a strategic partnership between the customer and the outsourcing service provider with sophisticated financing methods in place. The customer's firm acquires strategic stakes in the outsourced operations, thus sharing risks and gains with the outsourcing service provider and creating increased business worth for both partners.
Read more about strategic outsourcing that enables companies to achieve their enterprise-wide strategic goals and focus on core competencies.
BPO vendors are using Business Intelligence (BI) to add value and achieve sustainable business process improvement - to track and analyze trends and changes, to trigger appropriate management action through alerts, to deliver targeted, on-time information, to increase revenues, to retain customers, to reduce risks, to improve employee efficiency and productivity, to exceed SLAs, to optimize processes, uncover new opportunities and help the business grow.
Companies that offshore their business processes to India are no longer looking at cost reduction alone. They typically want to achieve:
All of the above add up to help these companies achieve increased competitiveness through BPO.
Buyers and providers of outsourcing services are using sophisticated financial mechanisms and business intelligence among other methods to achieve their outsourcing business objectives. Both parties want to minimize risks, increase operational efficiencies and boost revenues. An integrated approach helps achieve win-win solutions.
At O2I, we provide high-quality BPO services that can tremendously increase your ROI, while reducing your operating costs. You can also benefit from the skills, knowledge and experience of our professional teams. Outsourcing can help your organization concentrate more on your core business functions and you can save on time, effort, manpower and infrastructure. Outsource to O2I and increase your business value.
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