The BPO business hub in India has been
growing at the rate of 70% every year and is now worth $1.6 billion. In an
industry that employs 1, 00,000 people, there is bound to be cost
competitiveness due to the sheer numbers –in other words, high volume
intellectual capital. For business success in what is already a crowded space,
only 100% customer delight can make the cut and spell the difference between
high profitability and a mad clamor to stay afloat.
So what is in the BPO success mix?
Cost savings obviously – the bedrock of the
BPO industry
Increased
efficiencies through optimized SLA management
Increased bottom-lines
Response to change
In order to consolidate and find new
differentiators, BPM promises operational efficiency in a sector heavily dependent
on quality and rapid turnaround. So
Business Process Management and BPO are all about cutting costs but if you cut
to the chase what is it about a BPM product that delivers value here? It has to
be about getting your workforce to do more within tight SLA frameworks and to do
it right.
Lauren Bielski in CIO points out
quite accurately that
BPM in BPO makes digital what used to be
flow charts scribbled on white boards or sketched out on notepads. This method allows subordinate processes to
be more easily taken over by contracted outsiders in jobs such as loan
processing, application support, or claims processing.
Business Process
Management in this scenario can rapidly define, modify and deploy processes cost
effectively while at the same time providing for continuous monitoring of
performance and projection of resource requirements.
If we’re talking specifics, a robust Queue Management system designed
to accelerate productivity with its dynamic queue allocation
is integral to BPM for BPO. Common task dispatch patters such as FIFO, LIFO and
round robin are well supported as are custom dispatch patterns, automatic,
semi-automatic and manual modes of task dispatch. BPM can differentiate in this one process
that makes or break a BPO operation – project delivery.
Long
term fixed priced BPO contracts in the backdrop of escalating operational costs
have long been the bane of the BPO industry. However, the sector has shown
potential to be profitable. Now with more and more BPOs focusing on business
transformation with BPM software, maybe it can?
BPM framework for BPO |
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