Business process outsourcing (Bpo) is a broad term referring to outsourcing in all fields. A Bpo differentiates itself by either putting in new technology or applying existing technology in a new way to heighten a process.
Business Process Outsourcing (Bpo) is the delegation of one or more It-intensive enterprise processes to an external victualer that in turn owns, administers and manages the selected process based on defined and measurable doing criteria. enterprise Process Outsourcing (Bpo) is one of the fastest growing segments of the information Technology Enabled Services (Ites) industry.
Few of the motivation factors as to why Bpo is gaining ground are:
Factor Cost Advantage
Economy of Scale
Business Risk Mitigation
Superior Competency
Utilization Improvement
Generally outsourcing can be defined as - An club entering into a compact with another club to operate and manage one or more of its enterprise processes.
Different Types of Services Being Offered By Bpo's
Customer maintain Services
Our buyer service offerings originate a virtual buyer service center to manage buyer concerns and queries through multiple channels together with voice, e-mail and chat on a 24/7 and 365 days basis.
Service Example: Customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their list status, customers calling to check their reservation status etc.
Technical maintain Services
Our technical maintain offerings include round-the-clock technical maintain and question resolution for Oem customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include factory and stock support, up & running support, troubleshooting and Usage support.
Service Example: Customers calling to resolve a question with their home Pc, customers calling to understand how to dial up to their Isp, customers calling with a question with their software or hardware.
Telemarketing Services
Our telesales and telemarketing outsourcing services target interaction with possible customers for 'prospecting' like either for generating interest in products and services, or to up-sell / promte and cross sell to an existing buyer base or to faultless the sales process online.
Service Example: 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 victualer or outbound calling to sell reputation or debit cards etc.
Employee It Help-desk Services
Our worker It help-desk services provide technical question resolution and maintain for corporate employees.
Service Example: of this service include level 1 and 2 multi-channel maintain over a wide range of shrink wrapped and Lob applications, system question resolutions related to desktop, notebooks, Os, connectivity etc., office productivity tools maintain together with browsers and mail, new service requests, It operational issues, stock usage queries, routing specific requests to designated contacts and remote diagnostics etc.
Insurance Processing
Our assurance processing services provide specialized solutions to the assurance sector and maintain needful enterprise processes applicable to the commerce right from new enterprise acquisition to course maintenance to claims processing.
Service Example:
New enterprise / Promotion:
Inbound/outbound sales, preliminary Setup, Case Management, Underwriting, Risk assessment, course issuance etc.
Policy Maintenance / Management:
Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification, Surrender Audits Accounts Receivable, Accounting, Claim Overpayment, buyer care service via voice/email etc.
Data Entry Services / Data Processing Services
Service Example:
Data entry from Paper/Books with highest accuracy and fast turn around time (Tat)
Data entry from Image file in any format
Business Transaction Data entry like sales / buy / payroll.
Data entry of E-Books / Electronic Books
Data Entry : Yellow Pages / White Pages Keying
Data Entry and compilation from Web site
Data Capture / Collection
Business Card Data Entry into any Format
Data Entry from hardcopy/Printed Material into text or required format
Data Entry into Software schedule and application
Receipt and Bill Data Entry
Catalog Data Entry.
Data Entry for Mailing List/Mailing Label.
Manuscripting typing in to word
Taped Transcription in to word.
Copy, Paste, Editing, Sorting, Indexing Data into required format etc.
Data Conversion Services
Service Example:
Conversion of data over discrete databases on dissimilar platforms
Data Conversion via Input / output for discrete media.
Data Conversion for databases, word processors, spreadsheets, and many other accepted and custom-made software packages as per requirement.
Conversion from Page maker to Pdf format.
Conversion from Ms-Word to Html format
Conversion from Text to Word Perfect.
Conversion from Text to Word to Html and Acrobat
Convert Raw Data into required Ms Office formats.
Text to Pdf and Pdf to Word / Text / Doc
Data Compilation in Pdf from any Sources.
E-Book Conversion etc.
Scanning, Ocr with Editing & Indexing Services
Service Example:
High speed Image-Scanning and Data capture services
High speed large volume scanning
Ocr Data From Scanned page / image
Scan & Ocr paper Book in to Cd.
Adobe Pdf Conversion Services.
Conversion from paper or e-file to discrete formats
Book retention and Accounting Services
Service Example:
General Ledger
Accounts Receivables and Accounts Payable
Financial Statements
Bank Reconciliation
Assets / equipment Ledgers etc.
Form Processing Services:
Service Example:
Insurance claim form
Medical Form / medical billing
Online Form Processing
Payrol Processing etc.
Internet / Online / Web Research
Service Example:
Internet Search, stock Research, store Research, Survey, Analysis.
Web and Mailing list investigate etc.
Challenges for a Hr pro in Bpo
Brand equity: population still consider Bpo to be "low brow", thus production it difficult to attract the best talent.
Standard pre-job training: Again, due to the wide collection of the jobs, lack of general clarity on skill sets, etc, there is no accepted curriculum, which could be designed and followed.
Benchmarks: There are hardly any benchmarks for recompense and benefits, doing or Hr policies. Everybody is charting their own course.
Customer-companies tend to question great results from outsourcing partners than what they could assuredly expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, enterprise continuity and disaster recovery, etc, are far higher than at home. So, how to be more productive than the original?
Lack of focused training and certifications
Given this background, the recruiting and recompense challenges of Hr departments are only understandable.
Key To success
The key to success in ramping up talent in a Bpo environment is a rapid training module. The training component has to be seen as an leading sub-process, requiring constant re-engineering.
Business Process Outsourcing: The Top Rankers
Wns has emerged as the top Bpo in India, pushing Wipro Spectramind to the second position, agreeing to a contemplate done by Nasscom. The basis of ranking is the revenues generated by the Bpo clubs in 2003-04, as per Us Gaap. A list of top fifteen Bpo clubs in India is given below.
Wns Group
Wipro Spectramind
Daksh e-Services
Convergys
Hcl Technologies
Zenta
Icici Onesource
MphasiS
Exl
Tracmail
Gtl Ltd.
vCustomer
Htmt
24/7 Customer
Sutherland Technologies
The parameters for the contemplate was: worker Size (Operation level executives), percentage of last wages hike, Cost to enterprise , full, delight Score, Composite Satisfaction, enterprise Culture, Job article / Growth, Training , wages and recompense , estimation System, People, favorite Company: (Percentage of respondents of a enterprise who named their own enterprise as the favorite one), Dream Company: (Percentage of respondents in the total sample who favorite a particular company).
Employee Benefits in case,granted By Majoriy Of the Bpo Companies
Provident Fund: As per the statutory guidelines, the worker is required to conduce a percentage of his basic wages and Da to a common fund. The manager for this fund contributes as well. The worker can use the number deposited in this fund for discrete personal purposes such as buy of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the worker in which the manager every year contributes a particular amount. The fund created can be used by the worker for the purpose of long-term venture in discrete things such as a house etc.
Group Mediclaim assurance Scheme: This assurance task is to provide sufficient assurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or fertilization in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal accident assurance Scheme: This task is to provide sufficient assurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations provides communication factory to all the employees from home till office at subsidized rates. The lunch in case,granted is also subsidized.
Company Leased Accommodation: Some of the clubs provides shared accommodation for all the out station employees, in fact some of the Bpo clubs also undertakes to pay electricity/water bills as well as the society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance.
Recreation, Cafeteria, Atm and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. clubs also have well qualified gyms, personal trainers and showers at facilities.
Corporate reputation Card: The main purpose of the corporate reputation card is enable the timely and productive payment of lawful expenses which the employees undertake for purposes such as voyage related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is in case,granted to the employees on the basis of enterprise need. The worker is responsible for the maintenance and safeguarding of the asset.
Personal condition Care (Regular medical check-ups): Some of the Bpo'S provides the factory for full, condition check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many Bpo clubs provides loan factory on three dissimilar occasions: Employees are in case,granted with financial aid in case of a medical emergency. Employees are also in case,granted with financial aid at the time of their wedding. And, The new recruits are in case,granted with interest free loans to aid them in their preliminary village at the work location.
Educational Benefits: Many Bpo clubs have this course to make the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, test fees, and buy of books subject, for pursuing Mba, and/or other supervision qualification at India's top most enterprise Schools.
Performance based incentives: In many Bpo clubs they have plans for , doing based incentive scheme. The parameters for calculation are process doing i.e. Speed, accuracy and productivity of each process. The Pay for doing can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime course is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and stylish by supervision to meet enterprise commitments while supporting worker personal life needs .The factors on which Flexi time is allowed to an worker include: Child or Parent care, condition situation, Maternity, Formal education program
Flexible wages Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective recompense buildings by balancing the monthly net income, annual benefits and wage tax payable. It is applicable of all the employees of the organization. The wages consists of Basic, Da and Conveyance Allowance. The Flexible benefit Plan consists of: House Rent Allowance, Leave voyage Assistance, medical Reimbursement, extra Allowance
Regular Get together and other cultural programs: The clubs organizes cultural schedule as and when possible but most of the times, once in a quarter, in which all the employees are given an opportunity to display their talents in dramatics, singing, acting, dancing etc. Apart from that the organizations also guide discrete sports programs such as Cricket, football, etc and ordinarily play matches with the teams of other organizations and colleges.
Wedding Day Gift: worker is given a gift voucher of Rs. 2000/- to Rs. 7000/- based on their level in the organization.
Employee Referral Scheme: In any clubs worker referral task is implemented to encourage employees to refer friends and relatives for employment in the organization.
Paid Days Off
Maternity Leave
Employee Stock choice Plan
Inspite of all these benefits, the attrition rate in Bpo commerce is very high, why?. What is the imagine for an worker to leave? These and many more are the questions that need immediate attentiveness from the market gurus.
Why population prefer to join Bpo's?
In general a person with any graduation can join any of the Bpo. Some Bpo's like to take population with Mba but then again the specialization are of an personel hardly makes any difference. Again, this is the industry, where there is no reference checks and very often population don't even specify there exact age. Lets me share with you some of the reasons as why population prefer to join a Bpo:
Did not get a great job.
Find nothing great to do.
Education level doesn't matter
Good work environment
Good Benefits
Flexibility of time
Attractive life style
Transport facility
Why population leave the Bpo's?
When there are so many benefits related with Bpo industry....when there are so many privileges for the Bpo employees than what makes them to change the company/industry?? Is it only Money that matters or anything else as well?? Here are some of the reasons for a Bpo pro to change his/her job.
No growth opportunity/lack of promotion
For higher Salary
For Higher education
Misguidance by the company
Policies and procedures are not conducive
No personal life
Physical strains
Uneasy association with peers or managers
What they have to say?
With so much of uncertainty in the market.....people are trying their best to stop or to at least have a operate on the attrition rate...let me share with you the conception of the real gurus of the industry.
"Training is a very leading aspect of the Ites-Bpo industry"- Mr. Arjun Vaznaik, Coo, Tracmail
" occupation growth in the commerce is robust and there is a long-term opportunity. The great growth momentum that the commerce is witnessing is creating both vertical and lateral occupation opportunities. There also exists sufficient growth opportunities in the middle-management and supervisory level within the industry". - Aadesh Goyal, executive Vice President & Gm, Hughes Bpo Services
"It will not be possible for the commerce to arrive at a blanket trade on poaching but bilateral agreements between clubs are being signed. Basic norms are being put in place and code of ethics is being stressed upon by commerce players within the sector with respect to Hr practices. We are encouraging clubs to adopt responsible behavior in order to ensure that the commerce does not come to be a victim of its own actions. commerce needs to go aggressive but not cannibalistic." - Mr. Suren Singh Rasaily, Senior Vice President, Niit Ltd. And Head Plantworkz,
Conclusion:
This is a visible narrative on Bpo industry. I have tried to cover approximately all things related to the industry. I like to have your conception about the same. Even at the end of this full, report, my concerns are related to development of employees in Bpo, controlling attrition rate in Bpo, can we have some accepted market recompense package/ break-ups?
Bpo manufactures in India - A report