EXL Service is a US-based multinational services company that focuses primarily on operations management and analytics. Headquartered in New York City, the company`s 33,000+ professionals offer a wide range of AI-powered business process outsourcing services and solutions across 54 global delivery centers. In this free report, we explain how companies are finding ways to work smarter, attract top talent, and harness the collective power of their employees to move forward. These countries are not only geographically different, but also different cultural entities, which can pose a risk to the contracting company. In fact, hiring an external vendor to execute business processes for your business comes with an inherent problem of efficiency and quality. This is all the more worrying as the industry has reported a shortage of skilled labour, growing trade protectionism and stagnation due to political problems. Other risks include: Improve speed and efficiency: Companies that outsource processes choose to let specialists perform these tasks, saving time, improving accuracy and increasing capacity. For example, a BPO that specializes in records management can automatically index documents, make them available for retrieval, and keep a business in compliance with regulatory requirements. This replaces manual data entry and storage.
TTEC (formerly TeleTech) is an American customer experience technology and BPO company. The company has 40 years of experience in the industry and its 60,000+ employees provide services in more than 22 countries. According to industry analyst Hackett Group, many service providers in the BPO market are struggling with the expectations of the digital age and becoming true digital partners. Hackett provides an example of how a company and its BPO partner streamline their operations over a three-year period by systematically implementing robotic process automation. Together, they are radically changing key elements of business work and technology through new digital technologies. This type and speed of change is a significant evolution of traditional BPO initiatives. The key point is that we are now seeing groundbreaking examples of BPO deployment, driven by the new opportunities of the digital age. While these examples are always the exception rather than the rule, the pace of change is accelerating and they show that BPO can be an important part of digital transformation. Transfer the work and processes to the vendor of your choice: this is the “go” step. Develop and create a transition plan to the new model. Make sure your company communicates openly internally and with the service provider. Dispatch agents handle incoming calls from customers requesting a company`s service.
For example, a taxi company receives shipping calls from customers who want to book a taxi. The officer who receives the dispatch call then asks a driver to perform the service. Instead of hiring full-time employees, some companies outsource their dispatch call center services so they can pay agents when needed. For example, a courier company that only delivers between 10 a.m. and 2 p.m. on weekdays might find it more profitable to outsource shipping services than to hire employees. With this system, you also don`t have to worry about paying an agent late when there are few dispatch calls. In addition, BPO call centers can help cover unusual hours to ensure that no service requests are missed.
While most know the company as a hardware and software developer, IBM also offers consulting and BPO services in a variety of industries, with particular IT expertise. IBM wants to empower businesses with the power of new technologies in the form of AI, cloud, IoT and more. Cognizant is an American multinational technology company that has been providing a variety of services, including business consulting, IT and outsourcing, for nearly three decades. Cognizant is one of the world`s leading BPO companies with nearly 100 centers in more than 35 countries and more than 280,000 employees. Conduent is an American business services company spun off from Xerox, similar to General Electric`s Genpact. Conduent employs more than 60,000 people in 22 countries, providing business process solutions and outsourcing services to companies and government institutions of various sizes. If you`re working with user data or other sensitive information, you`re probably legally limited on how much and with whom you can share it. And it`s not just legally protected information you need to worry about. Sensitive company information can also leak more easily because you don`t have direct oversight from the BPO team. Research Process Outsourcing (RPO): As a subset of the KPO, RPO specializes in search and analysis functions. RPO companies conduct research and analysis that supports companies, investments, biotech and marketing companies.
BPO services are often very opaque. You give them a task, you get the results, and you get billed for the work.