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Business Process Outsourcing – A report:

Business process outsourcing otherwise know as BPO is the process of leveraging technology vendors in various third world or developing nations for doing a job which was once the responsibility of the enterprise. Or simply put, it is the process of shifting an internal job process to an outside/external company which might have a completely different geographical location.

Generally the processes being outsourcing as part of BPO are backend jobs like call/help centers, medical transcription, billing, payroll processing, data entry and the like.  Most of these jobs are outsourcing by first world nations like USA and UK to third world nations like India, Philippines, China, Malaysia and some eastern European countries.

These nations have a good pool of English speaking youth who receive accent and job related training before they are inducted at a salary which is much lesser than what their counterparts in first world nations would demand. This allows first world organizations to get higher profits and provide better services by lowering the prices and by recruiting more labor than they could possibly do otherwise. In addition to benefiting the first world nations, business process outsourcing has also benefited third world nations by generating much needed jobs.

 

 

Offshoring BPO :

 

Outsourcing of all types, offshoring of business processing, offshore contract manufacturing and globalization in general continue to create massive change in the world of business. This revolution creates both opportunities and challenges for organizations, managers and professionals of all types. Our new Outsourcing & Offshoring Industry Almanac and our online Outsourcing & Offshoring Industry Research Center cover these sectors in detail including special research report on outsourcing to India and outsourcing to foreign countries – projections for the years 2006, 2007, 2008, 2009 and 2010.

Our coverage includes business trends analysis and industry statistics. We also include an

outsourcing and offshoring business glossary and a listing of industry contacts, such as

industry associations and government agencies. Next, we profile hundreds of leading companies.

Our company profiles include complete business descriptions and up to 27 executives by name and title. Both online and printed versions of Outsourcing & Offshoring Industry 2006 & 2007 enable you to search, filter and view selected companies and organizations, and then to export selected company contact data, including executive names, either online or via the CD-ROM that is included with the book versions.

The exciting new book and Online Research Center cover competitive intelligence, market research and business analysis—everything you need to know about the offshoring, outsourcing and BPO business, including:

 

Analysis of outsourcing and offshoring business trends and markets

Outsourcing and offshoring industry statistics and tables

A discussion of globalization, trends in world trade, and the use of offshore services

and manufacturing centers, such as India, China, Ireland, the Philippines and Eastern Europe.

An analysis of trends in offshore engineering, research and development (R&D), including information technology (IT) centers in Bangalore and elsewhere in India and biotechnology  research centers in China.

Profiles of major technology and software consulting and outsourcing companies, such as Wipro TATA and Perot Systems

Profiles of leading financial services outsourcing and payment processing companies

Profiles of leading contract manufacturers, including makers of consumer electronics

Profiles of global outsourced logistics, distribution and supply chain companies

An analysis of BPO, business process outsourcing

And much, much more about the offshoring, outsourcing and offshore business

 

BPO Worldwide – research report 2007 :

Global competition is the most important issue facing top decision makers in some of the

world’s largest companies today. To meet this challenge, leading companies worldwide are focusing their resources on their core competencies as a business strategy to compete

profitably in a global market. Business Process Outsourcing (BPO) is paving the way for

leading companies to compete globally and increase profitability into the new millennium. The practice is gaining widespread acceptance throughout the United States, Europe, South America, and Asia Pacific as an important new management tool to improve performance and profitability, gain competitive advantage in the global marketplace, and ultimately build shareholder value.

 

 

Indian BPO Outsourcing:

India is one of the hottest destinations for Business process outsourcing and has to its

name a host of fortune 500 and fortune 1000 companies that have set up their BPO units here. India BPO outsourcing is at present seeing a huge expansion with many companies moving up the value chain to provide low end as well as high end BPO services that include Knowledge services. Most BPO vendors in India are now in a position to handle an entire BPO process on their own. Let us look at some advantages of India BPO outsourcing;

India has a relatively cheaper workforce as compared to any other nation

Indian workforce is well educated, computer savvy and has good English speaking skills.

India has a good communications and internet infrastructure.

The Indian Government is very supportive of foreign investments and has devised many investment friendly laws and taxes.

Individual State Governments in India are constantly developing their IT and networking infrastructure in order to attract more BPO investment.

India has many quality certified software firms and agencies that act as BPO vendors

These are the very reasons why India and it outsourcing are considered synonymous and the Indian BPO outsourcing market is booming at such a great speed and is estimated to grow even more and clinch a huge market share by 2007.

 

BPO Outsourcing Market :

 

The BPO market has grown by huge proportions in the recent years but there has been an increased backlash against BPO in the US and UK. With the elections nearing the Bush administration which had for a long time supported BPO and other kinds of outsourcing, has had to take some (if not major) measures to keep the situation under control.

The primary step in this regard taken by the US senate was to stop federal government outsourcing by the treasury and transport departments. Another bill passed in the 2003 which is soon feared to become a law could halt all federal government outsourcing to offshore destinations.

Although the BPO market seems unaffected as of now by these moves by the US government. According to recent estimates by Assocham-IDC, the BPO market is expected to reach a huge $1 trillion by the year 2006 with US alone accounting for 60% of the market. An estimate that sure seems to be coming true looking at the way companies are competiting among themselves to outsource business processes.

About BPO:

In general, BPO comprises such functions as finance and administration, HR and training, customer care, manufacturing, logistics, and regulatory compliance. In more industry specific instances, BPO includes insurance subrogation and college sports marketing.

BPO involves an entire end-to-end process, not just a task, as is often the case with IT outsourcing. Furthermore, the processes are usually repeat non-core activities that require long-term (3- to 5-year) contracts.

As a result, successful BPO has been known to increase shareholder value. Asserts Robinson: “The main difference between BPO and traditional IT outsourcing is that BPO can help companies achieve transformational outcomes more quickly.” Indeed, that usually happens when a BPO provider goes beyond just managing a process, and instead re-engineers the process, and introduces new technology, to make it better.

BPO Opportunity :

Business Process Outsourcing (BPO) is becoming the new revolution as company’s of all sizes are seeking to take advantage of this source of competitive advantage.

This book provides a step-by-step approach to understanding the application of Business

Process Outsourcing, assessing the BPO opportunity in the company, and then managing the transition to BPO. It serves as a guide to implementing BPO and as a reference source to solving the variety of issues that may arise during a BPO initiative. Each chapter features a case study, insight from a practitioner, focus on how BPO affects people, and ethical considerations.

Discusses both the how and why of business process outsourcing with a straightforward

“how to” approach. Provides managers with the tools to analyse the BPO opportunities for their own firms, as well as techniques and strategies for managing a BPO initiative.

Empowers businesses of all sizes to take advantage of this all-encompassing business revolution.

BPO Sector:

Worldwide spending on Business Process Outsourcing (ITES-BPO) services totaled approximately US$ 712 billion in 2001. IDC projects that by 2006, the potential ITES-BPO market may increase to US$ 1.2 trillion, with an overall compounded annual growth rate (CAGR) of 11 percent. While traditionally the key driver for ITES-BPO activities has been cost reduction, companies are increasing viewing these services as strategic and essential elements for organic growth.

India is a popular choice for customers seeking outsourced services because it is able to offer a 24X7 service and reduction in turnaround times by leveraging time zone differences. In certain Remote Services categories, Indian players have achieved high productivity levels with the emergence of BPO vendors with deep process skills and the ability to offer integrated outsourcing solutions. At the core of India’s great attraction as the outsourcing destination is its unbeatable value proposition – PQR (Productivity, Quality and Rate) factor.

India has emerged as the most preferred destination for ITES & BPO with revenues growing well above industry average at a rate of 59% this year contributing about 25% to the total software and service exports.

Captive ITES-BPO players have almost doubled their share, growing by a phenomenal 90%. Captive units grew from US$ 710 million to US$ 1350 million

Third Party Vendors have increased their presence from US$ 769 million in 2001-02 to US$ 985 million

Absolute growth in the ITES-BPO segment increased from US$ 549 million in 2001-02 to US$ 856 million

 

BPO Industry:

 

The increasing demand and sustained supply of cheaper manpower, the Indian ITES and BPO industry is poised for a big leap in the future, says NASSCOM’s report ‘Indian ITES-BPO:

Vision 2010’, released at NASSCOM’s ITES-BPO Strategy Summit 2005 held in Bangalore last week.

The Indian ITES-BPO (IT enabled services and Business Process Outsourcing) industry continued to be a high potential, high growth segment within the country’s overall information technology and telecom industry, contributing close to 20 per cent of the IT-ITES industry’s revenues in 2004-05.

The industry entered its third phase of evolution, moving towards a higher level of specialization, greater degree of depth and competition during this period.

The signs of a maturing, evolving industry were there for all to see. ITES-BPO companies entered into long term engagements with customers, expanded their portfolio of services offerings, built scale, evolved their pricing models and took head on, debilitating issues such as attrition over the last two years.  The industry achieved consolidation, driven by a spate of M&A activity which strengthened the cause of offshore outsourcing and set the stage for leading global IT and non-IT companies to establish their presence in the Indian ITES-BPO market.

Types of BPO :

Business Process Outsourcing (BPO) means delegating the ownership, administration, and operation of a process to a third party. BPO is about solving a business problem. BPO aims to raise a client company’s shareholder value because it is about delivering outcomes—that is, higher-performing business processes. Companies essentially have three kinds of processes: core processes (which give strategic advantage), critical, non-core processes (which are important but are not competitive differentiators), and non-core, non-critical processes (which are needed to make the environment work). Few advisors suggest outsourcing core processes; they recommend investing in them. Many do recommend outsourcing critical, non-core processes to providers who specialize in those processes because they will invest in them and aim to make them world-class. And most advisors recommend outsourcing all non-core, non-critical processes. However, outsourcing does not mean handing over an entire process.

It generally means turning over to a BPO provider the “how” aspects of a process—the systems, infrastructure, administration, execution, and some of the design of non-core processes. The company retains the “what” aspects of the process—the governance, policy-setting, decision making, and strategy of these processes. The intent is to outsource the execution of a process while retaining the direction-setting part.

Companies generally outsource four types of processes:

processes that link to suppliers (supply chain management) processes that link with customers (sales, marketing, and customer care) production processes (R&D, contract manufacturing) support processes (finance, HR). Examples of processes now outsourced include human resources, employment, accounting, finance, procurement, travel, the order-to-cash process, cafeterias, payroll, landscaping, real estate, manufacturing, advertising, and on and on—any process that is not core and should improve if managed by a specialist.

There are several types of BPO providers. One way to categorize them is as

transaction

niche

comprehensive

 

Transaction providers handle a single process (such as payroll), at their sites and with their people. They are accountable for the transactions only, and they are paid per transaction. This form of outsourcing is easiest to manage, but it can also fragment operations because different pieces are handled by different providers.

Niche providers handle several processes (such as employment, which includes hiring and staffing). They may work at their site (or the company’s) and they may take on some of company’s staff. They are accountable for the outcomes of those processes (such as reduced time to hire or lower attrition), so they may be paid based on outcomes.

Comprehensive providers handle the transactional and administrative processes of a function (such as HR). They work globally, they aim to increase process effectiveness, and they are generally paid based on outcomes. This is the newest form of BPO and it involves the most change because the providers introduce new and better practices and processes.

BPO Jobs-opportunities…

Business process outsourcing (BPO) jobs are increasingly being sent by American firms to the low pay nations, nation to register the highest growth in BPO jobs is India. Most of the BPO jobs are now moving to the countries like India, Philippines, Russia, Mexico, and Canada where cost is low which is huge savings for the companies outsourcing.

BPO Career revolves in the region of core activity of the delivering business process outsourcing services which involve the voice, non-voice customer interaction services, telemarketing, transaction processing, and the technical support. It also involves the jobs like claims, Finance & Accounting transaction processing.

In a growing BPO firm the career opportunities exists across various parts of business, from core contact center to the supporting functions like legal, HR, quality, marketing, administration etc. Opportunities in contact center involve telemarketing, customer support, telemarketing, technical support and multilingual support.

More research : BPO JOBS, ITES JOBS, CALL CENTRE JOBS, For BPO, Call center jobs in Bangalore, BPO jobs in Chennai, BPO jobs in Hyderabad, BPO jobs in Mumbai, INDIA, Call Center training & placement / Manpower recruitment / HR companies / Staff Recruitment agencies in India

Online BPO Services:

India is the leading hub for outsourcing BPO services World wide, Express web technologies is one of the growing name in business product outsourcing sector in India.  Here we believe in outsourcing web based service for the clients in USA Canada and Australia.  We provide 100% reliable services with affordable BPO Outsourcing for the web based services.  The best part of our BPO Outsourcing is that we appoint human interface for every Web services, We don’t believe in automated E-mail / Online responses therefore each of our services has human interactivity.

 

Our Major Outsourcing Services are

·        Email Support Outsourcing

·        Online Support Outsourcing

·        Web Designs and Web Development

·        Search Engine Marketing of Business

 

Customer BPO Services:

Customer Intelligence: Powerful customer insight for informed decision-making

Customer Interaction Services: Round-the-clock service for your customers and prospects

Back Office Services: Working behind the scenes to meet customer demands

 

Quality BPO Services :

With a strong focus on innovation, processes and high quality delivery, thuriam has been adding value to its clients and their customers through its Business Process Outsourcing services.

Business Process Outsourcing reduces back office costs and releases management time and energy to allow clearer focus on core business. While saving money is a prime motivator for companies to outsource their back office services, more and more companies are recognizing that cost cutting is not the only benefit. Companies that outsource business functions that do not directly contribute to their bottom line are able to spend more time building their core business and less time worrying about  administration.

Thuriam offers following specialized BPO services:

Transactions Processing

Contract Abstraction

Call Center

Payroll Management

The SilkPro team excels in the services mentioned above and also has the ability to offer you other comprehensive and multi-process solutions, as and when required by you.

 

 

BPO Companies in Bangalore :

 

With more and more companies setting up facilities in Bangalore and the increasing business of the existing companies creating thousands of BPO jobs Bangalore every year, Bangalore has truly become the BPO capital of India. According to the NASSCOM and McKinsey survey, the number of BPO jobs in Bangalore is all set to increase, as more and more companies are becoming interested in offshore outsourcing to India. There are some factors behind the rise of the BPO sector in Bangalore. The well organized infrastructure, huge pool of talented professional workers and the reputation of Indian IT industry have contributed to this immense growth of the BPO sector. Such is the scenario that people from the developed countries are also showing keen interest in the BPO jobs Bangalore and joining the Indian BPO sector.

We provide quality HR solutions to our client organizations as well as offering tempting BPO jobs in Bangalore to the deserving candidates.  While choosing candidates for the BPO jobs, we carry out a step by step procedure to ensure prompt and effective HR solutions to our clients. With our vast experience of different domains we work in and a team of talented professional, we are confident of providing you with the best possible HR consultancy service. Being headquartered in Bangalore and having branches at Delhi, Chennai, Hyderabad, Pune and New Jersey, USA we are enjoying an added advantage as a BPO jobs in Bangalore service provider. The following are the services that we offer for our client organizations and aspirants of the Indian BPO jobs.

BPO Benefits:

BPO is important because it links to shareholder value. 

 

As customers have become more sophisticated, they have come to realize that the goal is to link business performance to shareholder value. Business Process Outsourcing or BPO has gained prominence because people have asked, “When do I get the business result?” BPO is about optimizing business performance to drive value creation.

 

Executives want shareholder value from investments. 

 

This is an important shift in management thinking with respect to IT and shared services.

They want to know how your shared services and world-class processes are creating shareholder value for the firm. They are likely to ask, “What about partnering with a supplier to sell our capabilities to the outside?”

 

BPO has emerged as a repeatable model for reducing costs while increasing service quality.  Businesses have worked for decades to use alliances to combine and leverage their unique skills and access to markets. The building of core functions, while outsourcing non-core functions, has moved from theory to practice. This trend has become increasingly important as globalization expands the range of competitors and innovation rapidly raises the bar in many non-core areas.

 

Knowledge Process Outsourcing (BPO) is often the next step after shared services. 

 

Companies that have centralized services and created a shared services organization have already handled some of the change management issues that arise from Knowledge Process Outsourcing or KPO. They also often see the next step as BPO.

 

Cost Effective BPO services :

We have extended our expertise to back office operation over the years. Designed to be cost-effective and efficient, our force is manned by highly competent professionals engaged in soliciting clients for the credit card services of State Bank of India. We are one of the leading BPO Service Providers in India offering BPO Services. The fact that our expertise in this field is being utilized by one of the top Fortune 500 companies is testimony to our  reputation and abilities. We help you focus on your business goals and objectives by undertaking your non-core business processes in a cost effective manner.

BPO FAQ Questionnaire:

The study questionnaire/guide is another factor that has great influence on the success and accuracy of the study. Because of this, considerable time is spent designing a questionnaire or interview script that fully employs detailed knowledge about the solution vendor’s business, its target market, as well as survey design techniques that will maximize study participation and accuracy. Factors such as question type, order, simplicity, clarity, attributes of respondents, and question bias are all considered during questionnaire/guide design. Questionnaire design is a highly interactive task involving the solution vendor’s management team and thuriam Group staff.

BPO Management Services :

We are one of the reputed management service companies headquartered in Tamil Nadu, India. We have an established reputation of being a professionally managed company with a vision and experience to undertake all types of management functions including business accounting and auditing services for our clients. We have established ourself as one of the leading BPO Outsourcing Companies from India. With our combined experience and exposure we can do complete justice by providing management solutions. Our management experts guarantee growth of the organization by virtue of planned growth-centric customized solutions. We have an established reputation of providing excellent services in the fields of business consulting, corporate finance, project finance, project feasibility studies, human capital, security auditing services, taxation services, pay-roll services, risk assessment, regulatory services. Added to this is our ability to carry out information security auditing in today’s world of Business Automation.

 

BPO Transition :

Transition is the process of migrating knowledge, systems, and operating capabilities. It typically follows identification of appropriate processes and vendor selection.

Objectives

Prepare the offshore site to commence client operations

Document the processes and train process executives to execute the processes Design, procure and deploy technology and bandwidth to access client systems as required Finalize SLA and contract parameters

Planning transition

The transition phase commences with the establishment of a Program Management Office (PMO) that helps plan and execute transition effectively. The PMO consists of representatives from Progeon and the client and is tasked with ensuring the efficient migration of the identified processes.

Transition Execution

We typically deploy domain, process and technology teams to address each of the transition tracks. These consist of: Knowledge transfer, which includes the construction of operating procedures, training documents and training executives to execute the process off-shore Technology transfer that identifies the optimal network architecture, procurement of bandwidth and systems and installation, testing and deployment of technical infrastructure.

Operating preparedness includes recruitment and induction and site preparation.

 

Process Technology Quality System

BPO Technology:

We see changes in information technology outsourcing with American firms. American firms will see the value associated with outsourcing their infrastructure to a secured partner. A successful BPO Technology Outsourcing engagement requires governance from your organization. Effective governance will keep people responsible, accountable, interested, and involved. Without it, you’ll get the opposite.

 

Your Management and BPO Technology Outsourcing, What a perfect mix. Pay for performance. Achieve desired results. Ensure accountability for proposed deliverables. Adhere to latest and greatest technologies. These goals are hard to achieve internally.

 

BPO Procedures :

BPO Consulting provides expert solutions for the total accounting, finance and HR functions, and all staffing from CFO to bookkeeping. This staff is well trained and experienced in back-office best practices and procedures. Our approach is provide solutions and improvements to existing procedures.

Outsourcing is an affordable and efficient alternative to hiring a full-time accounting, finance and HR staff. Often, younger companies do not have the workload to justify hiring a full-time staff and do not have the in-house experience to supervise these functions. BPO Consulting can efficiently and affordably staff and manage these functions.

 

There are several advantages to outsourcing your back-office to BPO Consulting:

Work is performed by experienced professionals.

Cost is known and fixed.

A long-term commitment is not required.

Expectations and deadlines are mutually agreed and consistently met.

Other BPO experts are always available for special projects.

All of the work is done at your site.

A policy and procedure manual is prepared and kept up to date.

A logical, orderly, and neat filing system is established and maintained.

If full-time staff is eventually required, we can help with recruiting and training.

After our assignment is completed, we are always available for special projects.

 

BPO Software:

We have been providing IT Consulting services in software and hardware integration by engaging in the development and use of hardware, software and internet related technologies including but not limited to processes re-engineering, software integration and development, hardware, communication protocols and their related sub-components and to advise upon any manpower resources training requirements pertaining to any company, organization, firm, business, enterprise, person, operations, projects or undertakings thereof by offering but not limited to Mobile Technologies, e-Commerce, CTI, Complex Web Development, Middleware and CRM solutions services.

 

Our expertise in:

·        Core banking

·        Business Process Automation

·        E-business Consulting

·        E-Learning

·        System Integration

·        Application Migration

·        Application Maintenance

·        Implementation of Work Flow

·        Enterprise Resource Planning

·        Inventory Management

·        Production Planning

·        Material Management

·        Personnel and Payroll

·        Website Designing

·        Static/Dynamic Website Development

·        Content Management System (CMS) based Solutions

·        CAD/CAM/CIM/Industrial Automation

·        Biometrics / Smart Card Applications

·        Mobile Technologies

 

We have successfully designed & developed :

·        WAP-CRM Integration

·        SAP Implementation

·        Biometric Application

·        Industrial Automation

·        Billing Software

·        Human Resource Management Software

·        Core banking

·        Business Intelligence and Data Warehousing

 

Business Process Outsourcing:

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.

Few of the main factors as to why BPO is gaining ground are:

# Factor Cost Advantage

# Utilization Improvement

# Economy of Scale

# Superior Competency

# Business Risk Mitigation

 

Availability of highly qualified skill pool and faster adoption of very well-defined business processes leads to higher productivity gains without compromising on quality.

Customers across verticals like Insurance, Banking or Financial intitutions, Telecom, Automotive, Pharmaceuticals and Airlines etc. seem to be the early adopters of Business Process Outsourcing. Of the vertical listed above insurance and banking are able to generate bulk of the savings mainly because of the high proportion of processes they can outsource like claims processing, loans processing and client servicing etc. through call centers.

Improvement in cost, quality and productivity, turn around time etc. has encouraged customers to rapidly scale up their offshore operations. It is no longer seen as a one-time cost reduction or process improvement but customers are demanding year to year improvements in process metrics.

 

BPO Solutions:

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.

Improvement in cost, quality and productivity has encouraged customers to rapidly scale up their offshore operations. It is no longer seen as a one-time cost reduction or process improvement but customers are demanding year-on-year improvements in process metrics.

Robust communication infrastructure, a large English-speaking workforce, low labor costs, appropriate time-zone difference with the West and the brand equity built by the software services sector are compelling reasons for choosing India as the BPO destination.

Our Business Process Outsourcing portfolio includes end-to-end solutions across a spectrum of  industries:

 

Finance & Accounting Services 

Payment Services 

HR Processing Services 

Supply Chain Services 

 

 

We create long time value for our clients by investing heavily in technology, quality,

infrastructure and processes. We customize specific solutions to meet specific client’s needs of our clients and work towards win-win partnerships with our clients. 

 

BPO Leads :

A majority of business-process outsourcing (BPO) customers believe that outsourcing improves business processes, yet many of those respondents are only moderately satisfied with their service providers. This is a key finding of a comprehensive study of BPO customer satisfaction conducted by Managing Offshore, InformationWeek magazine, and EquaTerra, an outsourcing advisory services firm. The study, timed to coincide with a NASSCOM BPO conference in Bangalore, focuses specifically on customer-satisfaction levels regarding finance and accounting (F&A) and human resources (HRO) both onshore and offshore. The interviews were conducted by telephone and on

the Web in April and early May with 200 business and IT decision-makers in the North American market across all major industries.

Our analysis of the BPO customer study data indicates that:

BPO is an effective way to achieve “transformational” improvements. In fact, 77% of

BPO customers say their outsourced process requires optimization and 73% say BPO is improving it.

This contradicts the assertion that BPO is just about cost savings due to labor arbitrage; it’s about efficiency and effectiveness, too.

BPO is not just about controlling costs. More than half the respondents say that the top benefit is offloading non-core issues, thus giving management the ability to focus its attention on critical issues.

Contrary to advice by strategic consultants, slightly more than half the BPO customers we interviewed choose to optimize a business process after turning it over to a BPO provider.

The more experience an organization has with BPO, the higher its satisfaction levels.

Offshore BPO services are held in no higher or lower regard than onshore BPO services.

BPO leads to layoffs more often than not, but it’s not a requisite step.

Spending on BPO is rising or staying the same, but rarely declining.

 

 

BPO Back-Office :

To meet the needs of corporations and institutions looking offshore and Near-shore to achieve substantial cost savings advantages, BPM is in the process of creating a BPO back-office in Jamaica that will enable clients achieve all the benefits of offshore outsourcing, without having to cross the ocean.

The back-office facility, is staffed with a team of trained English-speaking, dedicated career employees, motivated to deliver productivity results and effectiveness, equal to and/or greater than most mainland based organizations, at costs savings to our clients of 50% or much more. 

This Near-Offshore back-office service system, is designed to help clients achieve substantial advantages including: 

Major reduction in labor costs

The availability of a rich pool of highly-educated, English-speaking personnel

A 0% employee turn-over rate

An estimated 50%-60% reduction in related operating costs;

The opportunity to significantly increase productivity, efficiencies and customer relationships.  

With our facility located Near-Offshore with project management based in Toronto Canada, client will find outsourcing to BPM to be convenient and very efficient, yet will deliver significant costs savings in people and infrastructure, which will help drive more profits to the bottom-line while helping to increases shareholder value. 

 

BPO Clients :

Thuriam has provided BPO services to clients from the following industry segments

IT and ITES

EMI Billing Record Generation System Project for a leading Call center

Thuriam has successfully built a billing backend for a call center that specializes in EDS [Enhanced Directory Service].

Exchange Message Interface (EMI) is an industry-standard means of communicating billing records between US phone companies. The job required the team to have a thorough understanding of EMI, especially records applicable to Directory Assistance.

 

 

BPO Office :

Business Process Outsourcing occurs when an organization turns over the management of particular business processes to a third party that specializes in that process. Through the right mix of business process improvement, labour arbitrage and technology enhancements, BPO is aimed at reducing operational costs, increasing service levels and essentially increasing the overall efficiencies of the business. Thuriam views the BPO Centre as a core component contributing to the successful implementation of key strategic initiatives, including recruiting support for strategic acquisitions and Thuriam Partnering program and Client Centric sales strategies in the U.S. Staffing industry.

 

Thuriam BPO strategy is focussed on both better execution of select internal activities including recruiting and sales support along with allowing us through strategic relationships in India, a competitive advantage in providing core expertise in the following areas: Finance and administrative solutions Telemarketing services including call centres  Procurement  solutions IT Help Desk Services HR Processing Solutions, Technical Support Services Initially, Thuriam BPO services will focus on industry verticals where we are  strong domain knowledge, expertise and business relationships, namely financial services, petrochemical, telecom, retail and healthcare. Emphasis is on business processes where we are the specialized knowledge and where the value proposition for our customers has an immediate ROI impact.

 

BPO Review :

In today’s business climate, companies are increasingly turning to BPO (Business Process Outsourcing) companies to improve profitability by eliminating non-productive positions or departments where practical, or because the BPO has some special area of expertise the company can utilize to improve productivity and profitability. 

One rapidly expanding area of interest to companies is telecom BPO outsourcing, where the business process outsourcing will offer all, or some combination of services that include, local and long distance services, contract negotiation, bill processing, bill payment, auditing and loss recovery, disaster recovery plans, and telephone maintenance including adds, moves, and changes.

Our current focus is on BPO review, analysis, and modifications.  We audit your current outsourcing project and give you an un-biassed report on the effectiveness of your project to determine if you are getting what you are paying for, or just paying for what you get.  We have several letters from clients very happy we analyzed their BPO.

 

BPO Management :

Many companies are outsourcing core IT and business processes.  Industry analysts estimate that the market for business processing outsourcing (BPO) alone will grow to $173B in 2007.  Heavy users of outsourcing include companies in financial services and banking, energy, telco, retail, travel and manufacturing.  They are outsourcing operations, human resources, supply management (e.g. logistics), demand management (e.g. call centers) and other functions. Thuriam is an industry leading, best-of-breed application for automating the management, monitoring and reporting of outsourced IT services and business processes. The application uniquely starts from a top-down business perspective that integrates the contractual/SLA view of outsourcing commitments with IT performance monitoring and financial reporting.

Thuriam helps enterprises that are outsourcing, as well as outsourcing service providers, by providing real-time visibility into outsourcing performance and by reducing the cost and effort of reporting.  The application uniquely starts with a top down view of the outsourcing contract.It captures contractual business commitments, services, business logic/rules and target service levels.  It then automatically gathers data from underlying IT and business systems (e.g. helpdesk, network, application, database, server and system monitors, as well as proprietary and other systems) to provide continuous performance monitoring and reporting—from the context of the outsourcing business commitment.  The application complements network and system management tools that provide a bottom-up bits-and-bytes view of IT performance.

BPO Knowledge :

Proper and complete Knowledge is very critical to the success of Offshore BPO projects.

PK2 offers variety of knowledge management services. We have designed these services to identify, maintain, provide and update knowledge across all the buyer/provider teams through out outsourcing life cycle.

Documentation Planning and Management

A Documentation Plan describes the approach to generation and management of documentation for offshore outsourcing project. The plan is one of the first delivered at the beginning of the project and discusses topics such as review and approval of documentation, formats and conventions within documents, dependencies and relationships of documents to each other, and storage and retention.  

Knowledge Management Services

Most of these services are covered in other 3 phases. Here are some of the services that we provide under knowledge management:

Offshore outsourcing Workshops

Offshore outsourcing On-site / Off-site Seminars

Offshore Outsourcing process Training

White Papers

Offshore outsourcing Advisory services

Webinars

Knowledge Consulting

 

World wide BPO market :

The worldwide business process outsourcing (BPO) market will reach $ 682.5 billion in the year 2008, according to a study by analyst firm IDC.

The study presents an update to the five-year forecast for the worldwide market for BPO services.  It also focuses on the trends and events influencing opportunities in the BPO market and identifies future growth areas within each BPO functional segment.

The study entitled ‘Worldwide and US Business Process Outsourcing 2006-2008 Forecast and Analysis’ answers the questions about key buyer and vendor trends within each BPO market and their impact on the market forecasts.

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