Outsourcing to India B'P'O

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Outsourcing to India - B.P.O Services

• One Stop Shop for all your Outsourcing needs
• Application Development
• Back Office Services
• Call Centres
• Data management
• Helpdesk
• Professional Services
• I.T. Services
• Transcription Services
• Translations

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Contents

• Introduction
• Issues to Consider
• Call centres
• Data Management
• Back Office Processes
• I.T. Services
• Application Development
• Professional Services
• Summary

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Introduction

• If you are reading this presentation then you
  will most likely fall into one of three
  categories
• Unsure about what outsourcing services are
  available
• Considering outsourcing for the first time having
  reviewed internal costs
• Experienced and looking to expand or find an
  alternative supplier
• If you fall in category (iii) then much that
  follows will be familiar but should give you the
  confidence that BBCL can provide the service you
  require.
• Before reviewing what is on offer, it is worth
  considering what outsourcing is and why one might
  consider it as an option
• Outsourcing involves releasing work that is
  currently done internally to an external provider
  with specialist knowledge and skills that can
  perform the same activity either more cheaply or
  to a higher standard and implement best practices
• Whatever the size of your organisation,
  facilities and office cleaning is probably
  provided by a contractor who can provide
  sufficient resource at the right time of day to
  ensure a proper working environment for the next
  shift or day.
• No-one expects an airline to have its own
  catering or re-fueling for cost or logistics
  reasons
• Services and Business Process Outsourcing (BPO)
  is the same principle applied to activities more
  closely related to organisational operations.
• A key issue is determining what processes and
  services can be outsourced.

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Introduction

• Services and processes that are outsourced are
  those that
• Are non-core activities within the main business
  of an organisation
• Helpdesk, IT support and Application development
• Mechanical processes that do not add value to the
  business
• Order Processing, Data Management and Conversion
• Have a high degree of specialism that does not
  allow for a return on investment when kept or
  developed in-house
• Call Centres, Translations, Legal and Medical
  transcriptions, Web Services
• Non-continuous processes
• Telemarketing Campaigns, Promotional Campaign
  support
• It is, however, essential to maintain control of
  core processes and activities that are driven by
  organisational strategy, targets, mission and
  vision
• What can sensibly be outsourced by one
  organisation may not make sense for another
• Some mechanical processes are almost universal
  but others are not boiler plate and process
  integration, training and future developments are
  among the issues that need to be carefully
  considered.

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Issues to Consider

• So, youve identified potential processes and
  services for outsourcing and the initial
  cost/benefit analysis looks good.
• What questions remains and what have you missed?
  We will cover issues specific to sectors in the
  following slides but the following is universal
• What is the consequence of process breakdown on
  the bottom line and your customers?
• Is the outsourced process total or a mirror?
• What security is in place to protect your data
  from loss, deletion or theft?
• What disaster recovery is in place should the
  worse happen? (In India, the monsoon floods are
  annual and power cuts random and on-going - but
  both are manageable!)
• How is an emerging technology applied to
  outsourced processes?
• Can the outsourced process or service cope with
  future options on your product or service road
  map?
• How will you communicate and do you need real
  time data?
• E-mail, FTP, integrate within your intranet
• Do you have a workable exit strategy?

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Call Centres

• In-bound
• Helplines Information
• CRM Product and Service Support, Complaints
• Sales Support Order taking
• Out-Bound
• Lead Generation
• Sales Force appointments
• Customer Feedback Research
• Market Research
• Issues
• Does the supplier have sufficient bandwidth?
• What system is used?
• Does the architecture suit your CRM system?
• What access do you require to the data generated?
• What is the cost associated with any technical or
  product training?

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Call Centres
Whether in-bound or out-bound, call centres are
not cheap. They are labour intensive and are most
likely supported by a very expensive CRM system.
We all get unwanted sales calls and have called
useless help lines. If telemarketing is part of
your business model then sales calls are to be
expected. Ensuring the lists you buy and supply
are of a high quality and training in-bound staff
properly will mitigate the shortcomings as much
as possible. There is a minor backlash against
overseas call centres, which advertisements for a
well known bank have capitalised on, but many
practitioners in India use the latest methods are
innovative and train their (mostly graduate
level) staff properly! It should be noted that
India is booming, salary levels have risen and
churn rates can be high. As the sector has
matured, a call centre job is now seen as a good
career. Staff will leave, mostly to better call
centre and outsourcing roles. Indian Call
centres will be competitive but if the price is
very low then pay, staff training or facilities
will be below par and churn rate high. This makes
providing a service and keeping to agreed service
levels difficult.
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Data Management

• We generate data at an ever increasing rate. The
  knowledge we derive from this information depends
  on how the data is managed, stored and retrieved.
• Data Management covers a range of activities
• Database Management
• Validation, cleaning, duplicate deletion
• Data merge, Querying Mining, Reporting
• Data Mining
• Statistical Analysis Reporting
• Contact Searches
• Off-line compilations
• Document Management
• Scanning Images Documents - inc OCR (Optical
  Character Recognition) OMR (Optical Mark
  Recognition)
• Data Storage Indexing and file retrieval
• Conversion Publishing To your requirement inc
  e-books, FTP to your network
• Issues
• Quality Control Processes error capture
  correction
• Security and disaster recovery
• Backup procedures
• Are you specifying statistical processes or
  requesting answers to questions?

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Back Office Processes

• Back Office Processes are aligned with Data
  Management but are more closely linked with the
  core business.
• Form Processing
• Order Forms, Survey Results, Claim Forms
• Rebates Coupon Management
• Subscriptions and Membership Applications
• Sector Specific Processes
• Insurance Claim Processing
• Mortgage and Loan Applications, Approvals
  Completion
• Warranty Processes
• Cheque and Payment Processing and Clearance
• Billing Services Calculation and production
  including subscriber mailing
• Car Rental/Lease, Mobile Phones, Web Services,
  Utilities
• Logistics Processes
• Order Fulfilment, Airway Bills, Bill of Lading,
  Customs Excise

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Back Office Processes

• Issues
• Communications Bandwidth - The process is
  happening outside your organisation a black box
  on the process map
• Does the provider have the ability to show
  process results in a timely manner?
• Is your financial and customer data secure and
  quarantined from other provider clients?
• Do the results come in a suitable format?
• Are back-ups and recovery systems adequate?
• Can the process cope with changes to formats,
  additional fields and new products and services?
• Clearly for sector specific services an
  understanding of the industry is required. India
  has a broad resources and expertise provided form
  domestic training and a growing number of
  executives and middle management trained overseas
  in the required areas. This includes top level
  operational management for commercial and
  merchant banks and key consumer multi-nationals.
  This is the basis for KPO which is covered later.

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I.T. Services

• I.T. Services covers all functions covered by
  your IT department apart from setting your IT
  strategy and hardware procurement. Even in these
  areas a top class provider can work in
  partnership, providing valuable input.
• Advantages of outsourcing should see a broad
  technical and user support, on demand or
  pre-planned, across the enterprise.
• Analysis and reporting should provide options
  for best practices and areas requiring attention
  when setting IT strategy.
• For rapidly growing organisations, in particular,
  outsourcing I.T. Services offers capital and
  learning curve savings associated with creating
  an in-house I.T. department. Management and
  strategy can be retained within the existing
  structure creating/enabling an instant
• Help Desk With 24/7 coverage available and a
  vast reservoir of talent this can be one of the
  simpler tasks to outsource. It is possible to
  access individual PCs remotely via a LAN or
  internet to cover both office and home based
  employees. Support can cover Windows/MS Office,
  Servers, Internal Databases and the latest ERP
  and CRM systems.
• Access Log-in Control
• Forgotten passwords
• User support/Troubleshooting via remote access
• Remote software installation
• Computer Based Training (CBT)

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I.T. Services

• Internal Systems Although declining in some
  organisations as ERP and CRM systems cover more
  areas. This area is the next incremental step
  from outsourcing data management.
• Smaller departmental based systems such as MS
  Access databases can be written to specification
  by a specialist rather than by an individual who
  may leave without completing documentation
• Specialist products requiring integration with a
  wider system e.g. Sales Force Automation Products
  to be tailored to link with ERP/CRM
• Administration of ERP and CRM systems to include
  Data Input Management
• Web Services An e-business strategy is now an
  integral part of business and IT direction.
  Whether looking to expand in-house capabilities,
  find a complimentary supplier to your web
  designer or a web design bureau looking to expand
  their offering outsourcing web services can be
  pro-active or directed.
• Web design
• Java, Flash, XTML, HTML, VB, etc
• e-business sites
• Web support
• Chat and Forum support
• Member and Application management
• Web Marketing
• SEO (Search Engine Optimisation)
• SEM (Search Engine Management)
• Affiliate programmes

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Application Development

• Many of the outsourcing areas of application
  development have been covered
• Operational Systems
• Proprietary
• Packaging existing systems
• Web Functionality
• Web languages
• Interactive web
• Forms
• Games
• Software Development Whilst not directly a part
  of out-sourcing, India offers a deep pool of
  programming talent from new systems,
  commercialisation of developments and technical
  integration. Specialists are available for the
  following and includes full Project Management or
  module development and integration.
• Commercial programmes
• Sector specific modifications
• Language options
• Platform updates
• Control Systems
• Encryption
• Product integration
• ASIC programming
• Please request specific details for Software
  Development

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Professional Services

• Professional Services are based on a sound
  customer interface. Much of this cannot be
  outsourced as it is the key differentiator in the
  market place and is where the professional skills
  are demonstrated. There are back office functions
  that offer cost savings without compromising
  service levels.
• Accounting Book-Keeping
• Management and reporting to US and EU standards
• Invoicing and receipt management
• Tax Returns
• US centric but other services available
• Architecural Drafting
• Engineering and Technical Drawing Conversions
• Human Resources Management
• Pay Scales/Comparative Research Surveys
• Performance Appraisal Reporting
• Recruitment Process
• Medical Legal Transcription
• Translations
• Webs sites
• CE marking requirements
• Commercial Contracts

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K.P.O.

• Any discussion including BPO is not complete with
  the more recent evolution of KPO.
• KPO or Knowledge Process Outsourcing is the next
  step in BPO development covering higher level
  processes where knowledge is applied to the
  business and delivery
• BPO covers the process itself and, as has been
  discussed, is biased towards doing the same
  activities for a lower cost KPO utilises
  experience gained both in the insulated world of
  BPO and the wider services sector.
• KPO has been covered to an extent in Professional
  Services and to an extent in IT and Application
  Development where offering a solution is offered
  rather than just programming to specification.
• Other areas to consider are
• Engineering Services
• CAD/CAM design
• Data and IT Enabled Solutions where the internal
  data management processes are designed along with
  the system.

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Summary

• Outsourcing processes or services is not just a
  case of the same activities at a lower cost
• Options are scalable to suit scope of service and
  size of organisation.
• Call centres or Help Desks can, for example,
  offer
• Single seat to 350 seats
• On-going support or One-off campaign support
• Careful consideration should be given to what can
  be outsourced supported by cost benefit analysis
  and issues surrounding Training, Feeback
  Reporting, Service Levels and demonstrable
  indicators of performance
• Outsourcing must enhance the core business
  increasing scope for focus on adding value,
  gaining revenue and increasing profitability
• Outsourcing can reduce capital spend exposure as
  well as reduce the overhead burden
• Options can be broken down into modules covering
  scope or size and implementation phased in to
  suit client resources.
• Please contact us to for more details or to
  discuss any area more depth.
• BPOServices_at_bajwa-brady.com
• 44 (0)1903 629 451