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Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, human resources (HR) or accounting, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain their position in the marketplace.
PROBLEM STATEMENT FOR BPO MANAGEMENT SYSTEM ABC Ltd is an independent garage that sells second hand cars. The increasing local competition has forced ABC Ltd to consider increasing their services and communications in order to increase competitiveness and stimulate growth. They have made plans to sell new cars and to provide a servicing department. In addition, they plan to provide a high degree of after-sales customer service by contacting customers by phone. However, ABC Ltd has acknowledged the existing lack of skills and resources to complete such tasks and would prefer employees to concentrate on their core activity – obtaining and selling cars. Consequently, ABC Ltd has decided to outsource some processes to allow them to concentrate on core activities and to allow the process of “stepping up” to be more effective. Firstly, ABC Ltd has approached a call centre to outsource the process of customer service. By liaising closely and regularly with the outsource companies, ABC Ltd expect them to come up with new ideas that will allow the process of customer service to become more effective and competitive (within their financial capability). The Customer service includes: Real-time email answering services Prompt and Personalized email responses to every customer on a 24/7 basis Customer Support Software The Novo Customer Support Software Suite helps you create... an efficient, cost effective, web based customer focused support environment! Novo Solutions is a leading provider of scalable, easy to use, web based help desk software, customer support software and knowledge management solutions. The focus is to provide robust, flexible and easy to use tools to help the clients’ support and share knowledge with their employees and customers.
Two categories BPO is often divided into are back office outsourcing, which includes internal business functions such as billing or purchasing, and front office outsourcing, which includes customer-related services such as marketing or tech support.
Back office outsourcing offers organizations services to help manage tasks like data entry, data management, surveys, payment processing, quality assurance and accounting support. Back office tasks are integral to a company's core business process and help keep business running smoothly.
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