Outsourcing, why?

Any company that is determined to operate as lean and mean as possible in order to enjoy a competitive edge knows that contracting outsourcing services to leading Business Process Outsourcing Companies can be a very beneficial practice, which can help manage costs and improve profits. Business process outsourcing is available for just about any area of a company's operations and can help manage growth while containing overhead.

The call center industry is just about one of the most successful industries in today's business sectors. In fact, if you would take time to look at stats and figures, you would see the emergence of call centers in countries all over the world. This is a strong indication that these call centers are certainly doing something great, to maintain such a strong and successful stance in the professional realm. But what do these call centers have in common?

Outsourcing in business is done for a number of different reasons, which can be one or more of the following: to increase shareholder value to reduce costs, to foster business transformation, to streamline and improve operations, to overcome lack of internal capacity and capabilities, to keep up with the competition, to gain competitive advantages, to increase sales, to expand and improve service, to mitigate capital investments, to improve cash flow and many other benefits, both tangible and intangible.

Business process outsourcing is commonly used for many of the ancillaries, or "non-core" functions of an enterprise. Some examples of these types of functions that are commonly handled by outsourcing services are the following: legal functions, accounting services, sales and marketing, customer support, call centers, human resources functions, strategic sourcing, distribution functions, logistics, information technology and even some manufacturing services.

BOSS New service added

End2End Consultant recently added a new feature called BOSS Blended Outsourcing Solution Services.
End2End Consultant a leading Business Process outsourcing Company announced today a new service called Blended Outsourcing Solution Services ‘BOSS’ for small and medium sized global businesses.

End2End Consultant has added some new services to the outsourcing world. ‘BOSS’ will improve the quality of work and would definitely improve the customer satisfaction levels. ‘BOSS’ is a hybrid outsourcing model specifically designed for small and medium sized global companies.

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Why to outsource

The topic of outsourcing has become a hot election debate in the US with the race for presidential election picking up. Never before was Outsourcing so widely debated as is being done today.

To put it plainly, although there are multiple advantages associated with outsourcing any
process, the benefits accruing to different clients will always differ. Companies are getting up to the fact that its not simply outsourcing a process and get relieved kind of thing but competencies to develop a relationship with an outsourcing firm, and trust on their methodology that matters the most.

What is BPO?
All Outsourcing activities can be classified into three types. Basic Process outsourcing services, which curb direct costs, such as hardware/software maintenance and operation costs.

The second type of outsourcing helps lower "indirect" costs and achieve efficiencies in areas related to business processes This is termed Business Process Outsourcing. At the highest level, is the Business Transformation Outsourcing.

Simply put, BPO is the delegation of one or more business processes to an external provider who in turn provides services for the selected process based on certain defined and measurable performance criteria specified by your organization. This generally involves an organization's non-core processes.

Why Outsource?
BPO is growing because companies want to focus on their core businesses. Companies worldwide feel the need to shed their ancillary processes, free up internal resources to focus on their core business competencies.
BPO is a strategic management tool that can help organizations to improve process level efficiency and effectiveness, as well as reduce costs.

What to Outsource:

Before outsourcing it is advisable for the organization to know which functions are most important to the organization and whether or not the company needs to retain administrative control over those functions to ensure quality results. You should also check the law before outsourcing specific segments of your business. If you are in financial services, you should check the local law regarding outsource critical segments like Under-writing or credit checks to offshore.

• Core competence: Core competence and processes which give clear advantage over its rivals, should never be considered for outsourcing.

• Process which is heavily dependent on physical infrastructure: Such processes should be the first to be considered for outsourcing as it will save precious resources for the business.

• Process that are non value adding and demand specialized skills like accounting should be considered for outsourcing.

Global call center outsourcing

Global call center outsourcing

In the last 10 odd years Global call center outsourcing has emerged beyond expectations of many.

Call centers are primarily of 2 types:

1. Inbound call centers

2. Outbound call centers

Inbound call centers attend to the enquiries of customers.

Enquiries related to Customer support, customer service, technical support, etc.

Another concept is Inbound call center sales. Many companies have outsourced their Inbound calls to Inbound call centers. When a customer calls, the Inbound call center representative explains the benefit of the products to the customer and thus leading to inbound call center sales.

Outbound Call Centers aim at enlisting customers to purchase the services or products of the company. The Outbound Call Center representatives of the company initiate the calls to the customers to sell the company’s product or services. This type of service is also called telemarketing. Outbound call center representatives use telephones to call prospective customers. Outbound Call centers also use an automated dialler to initiate calls. An Outbound Call Center compiles and maintains a large database of personal information about the potential customers. This database is then required to be scrubbed against National DNC and State DNC list. Then this data is further scrubbed against Internal DNC list of the company.

This was a BROAD classification of call centers.

The wide range of call center services—including voice, email, fax, and live chat support—all have one specific purpose. That is to serve all the communication needs of a company.

Many websites these days are ready to outsource market research to Outbound call centers.

In the next edition we will discuss these things further.