bpo domain ppt

8/10/2019 Bpo Domain PPT

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ITES


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When Does Company Outsource

When the predictability of the process/service is not

important

When there is a limited opportunity for the firm todistinguish itself competitively through a particular

process or service

When the firms existing capability are limited, in-effective, or technically incapable


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Business Process Outsourcing (BPO)

is the delegation of one or more IT-intensive business processes to an

external provider that in turn owns,

administers and manages the

selected process based on defined

and measurable performance

criteria

BPO


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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


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Process in BPO.

PO

KPO

Call center

LPO

Medical

TranscriptionCRM

BPO


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Customer relationship management (CRM)

is a widely implemented model formanaging a companys interactions withcustomers, clients, and sales prospects. Itinvolves using technology to organize,automate, and synchronize business

processesprincipally sales activities, butalso those for marketing, customer serviceand technical support.

CRM


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Call center?

A call centreor call centeris a

centralized office used for thepurpose of receiving and

transmitting a large volume of

requests by telephone.


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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.


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Contact Center

A contact centreis a facility usedby companies to manage all client

contact through a variety of

mediums such as telephone, fax,

letter, e-mail.


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Types of BPO

BPO

HorizontalVertical


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Horizontal BPO: Horizontal BPO involves function centric outsourcing.The vendor specializes in carrying out particular functions acrossdifferent industry domains. Examples of horizontal BPO are outsourcingin procurement, payroll processing, HR, facilities management andsimilar functions. Automatic Data Processing (ADP) is an example of ahorizontal BPO vendor. ADP focuses on providing services in horizontalfunctions such as payroll, HR, benefit administration, tax solutions, etc.However, according to Gartner, companies should focus on providingvertical services as the market matures.

Vertical BPO: A vertical BPO focuses on proving variousfunctional services in a limited number of industry domains.Healthcare, financial services, manufacturing and retail areexamples of vertical BPO domains. EXL Service Holdings is avertical BPO having focus on industry domains such ashealthcare, business services, utilities and energy and

manufacturing

Definition.


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Inbound Process

Calls coming in from customers regarding inquiries,complaints or order placement. This includes, but is notlimited 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 thecustomers' expectation. Customers have memories.

Answering Services: For service-oriented businesses likehotels and flower shops, you can manage your calls

concerning your products or services through phone

Order Taking: Agents process all the formalities required toplace an order for your product.


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Outbound Process.

Sales and leads are increased significantly. Demandmarket research, loyalty and satisfaction surveys orappointment setting on your behalf is part of outboundservices..

Verification calls: This includes the checking ofauthenticity, or veracity of data provided by thecompany from the company's database.

Collections: The proverbial "dirty job but someone's gotto do it." Customers are reminded of their debts or

pending dues by call center agents.

Lead generation: Increase your prospect database andboost your company's sales up a notch with this BPOservice.


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Non voice Services.

These services can be categorized into three components:

Chat Support Services:Customer support, technical orotherwise, using Instant Messengers or applets providedon the company website.

Email Management and Support Services: Sendingstrategically designed e-mails containing well detailedproduct or services information to large number ofprospects. Could also mean answering customersconcerns and inquiries using this method.

SMS Support Services: Utilizes the mobile phone toreinforce your brand with enhanced text editions of yourservices.


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Technical Help Desk

support

This type of service can be supported

either thru voice or non-voice. Its 24X 7

services and can be availed through email,chat or telephone.

Product Support: Troubleshooting,

assistance, inquiries, concerns orreplacement of defective products for

prospects or existing buyers.


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Back office Support.

Services relating to the inner workings of a business

or institution. This customer centered and cost-

effective service is among one of the very popular

offshore services. Human Resources, IT, Data Entryand Accounts Receivables, Database Management,

Document Management, Data entry, IT and Human

Resources are major operations of back office

support.


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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.

INTERNATIONALInternational BPO

means in which an individual has to

deal with overseas clients.


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Various Shifts in BPO

Australian

UK USA

Canadian


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Hierarchy..

VP

AVP

Sr. Manager

TL

Process Expert

CSA\TSA


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KPO

Knowledge Process Outsourcing

(KPO) describes the outsourcing of

core business activities, which oftenare competitively important or form

an integral part of a company's

value chain.


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Different services provided by KPO

KPO

Analytics

Legal Process Outsourcing

Publishing

Outsourcing

Marketing Services

Market ResearchOutsourcing

Business

Research

Design

Animation

Financial Research

Outsourcing


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Finance & Accounting Outsourcing can be defined as aprocess in which a company delegates some of its in-house accounting/operations to a third party. Thusoutsourcing is a contracting transaction through whichone company hires services in accounting from anotherwhile keeping ownership and ultimate responsibility for

the underlying processes. , many companies are eitheroutsourcing entire finance and accounting functions orsourcing single functions that are: AP (AccountsPayable), Accounts Receivable (AR), CashDisbursements, Credit and Collection, Cash applicationBillings, Bank & other reconciliation, T&E reportprocessing, Tax Consulting, Statutory reporting and

Financial Statement analysis.

Finance & Accounting.


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Sub-categories under F&A

Outsourcing

F &A

R2R

(Record 2 Record)

P2P

(Payment to Procedure)02C

(Order to cash)


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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 anorganization". The R2R process provides timely,

accurate and strategic feedback of how a business

or business unit is performing. The process is

monthly, quarterly, bi-annually & annual

R2R(Record to Report)

Definition


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Sub-categories of R2R

General Ledgers

Profit & Loss

Balance sheet

BRS - Bank Reconciliation

Statement

Month End Closing

Journal Entries

Intercompany

Transaction

Information Processing &

Analyzing

GENERAL ACCOUNTING

P/L & BS Reconciliation

Account Consolidation

Audit Support

Account Receivables

Daily Account

Reconciliation

MANAGEMENT

REPORTING

Cash Reconciliation

CASH MANAGEMENT


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Details on Accounts \Books of Accounts

General Accounting

Manual Journal Entries

Automated Journal Entries

Accruals/Reversals

Bank Statement Processing

Bank Account Reconciliations

Payroll Posting & Reconciliation

Inter-company Postings

Accounts for Loans/ Investments


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Procure-to-pay solutions are designed to

provide organizations with control and

visibility over the entire life-cycle of atransactionfrom the way an item is

ordered to the way that the final invoice

is processedproviding full insight into

cash-flow and financial commitments.

P2P

(Procure to Pay OR Purchase to Pay)


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Sub categories of P2P Services

P2P

Reporting

AnalysisVendor

Management

SourcingStrategy

Purchasing

Accounts

Payable


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Sourcing Strategies

Develop spend baseline

Define sourcing strategy

Conduct RFQ / RFP process

Negotiate and sign contracts


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Purchasing

Process indent / requisitions

Create and send PO

Track PO status and expedite delivery

Update material delivery / service receipt

Conduct P-card administration


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Accounts Payable

Invoice receipt

Invoice processing

Exception handling

Payment Run

Month end accruals

Taxation


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Vendor performance management / end-user surveys

Vendor master maintenance

Vendor helpdesk

Query resolution

Account reconciliation

Vendor Management DetailsVendor Management Details


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Cost savings tracking

Contract compliance tracking

Consumption tracking

Planning/forecasting support

Regulatory compliance reporting

Reporting Analysis Details


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Order to Cash is used to RECEIVE andPROCESS Customer Sales till theCollections stage. O2C is required in allProducts or Service Based firms.

The O2C process spans multiple steps -order entry, credit analysis, invoicegeneration and dispute managementthrough cash collections and cashapplications - as well as myriad

departments, partners, vendors,customers and back-end enterpriseapplications

O2C (Order To Cash)


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Order Management

Processing

Billing - Invoice Generation &

Delivery Collection Process

Cash Application

Credit and Collections

Bad Debts

Documentations

Query Management

O2C offering integrates the

following services:


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Medical transcription, also known asMT, is an allied health profession,

which deals in the process of

transcription, or converting voice-

recorded reports as dictated by

physicians or other healthcare

professionals, into text format.

Medical Transcription


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What is LPO?

Legal Process Outsourcing

delivers high-quality legal

services to global clients.


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JARGONS USED IN BPO INDUSTRY

3-2-1 (Idea Generation Technique):Used to gather information from severalpeople in a short space of time. Focused on identifying immediate solutions to aspecific issue.

ACW - After Call Work - (See also "Wrap Up Time"):A period of time immediatelyafter contact with the customer is completed and any supplementary work isundertaken by the Agent, in relation to that interaction.

AHT (Average Handling Time):The amount of time it takes an Agent to deal withall aspects of a callincludes talk time plus after call work

Agent: The person who receives and makes customer telephone calls. May alsodeal with customer correspondence and customer e-mails. Also known asCustomer 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 callseither coming into (or going out) of a centre and directs each call to the rightperson or team to answer, queuing the calls where necessary.

ANI - Automatic Number Identification:A feature of the telephony network tocapture a callers identifying telephony number. - Known in the UK as Calling LineIdentity (CLI).


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JARGONS

Automated Speech Recognition: A solution to automate some or all parts of acustomer call. It allows the caller to interact with your call centre, using their naturallanguage, without the involvement of an Agent. Speech recognition can be applied tosome or even all parts of a call, particularly where the information that you collect is ina standard form.

Automatic Call Distributor (ACD) :The type of telephone system used in most callcentres. 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 includeAspect, Avaya (used to be called Lucent), Cisco, Nortel and Rockwell. It may be adedicated telephone system or part of an office telephone system.

Balanced Scorecard:A scorecard that shows a range of measures - typically basedaround graphs or traffic lights - that shows on a single sheet of paper how a call centreis 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 exampleDell selling to ICI. It could just as easy be shortened to Business - so "B2B Sales" couldbecome "Business Sales"

B2C (Business to Consumer) :B2C is a short version of Business to Consumer. In effect itgenerally involves one company trying to do business to the general public. It could just as easy beshortened to just "Consumer - so "B2C Sales" could become "Consumer Sales"


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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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