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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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THANK YOU