Introduction
BPO, business process outsourcing, is a business practice in which one organisation hires another company to perform a process task that the hiring organisation requires for its own business to operate successfully.
BPO has its roots in the manufacturing industry, with manufacturers hiring other companies to handle specific processes, such as the parts of their supply chains unrelated to the core competencies required to make their end products.
Over time, organisations in other industries adopted the practice. Now the use of BPO has expanded so much that organisations of all kinds, for-profit businesses, nonprofits, and even government offices and agencies, contract with BPO service providers in the international market and across the world to perform numerous processes.
What BPO is used for
Organisations engage in business process outsourcing for two main areas of work: back-office functions and front-office functions.
Back-office functions, also referred to as internal business functions, include accounting, information technology services, human resources, quality assurance and payment processing. Front-office functions include customer relation services, marketing and sales.
In the recent past the BPO industry has expanded to offer an extremely wide range of functions and services to organisations. The breadth of functions that can be outsourced today spans from conventional back-office tasks, such as accounting, data processing and payroll processing, to digital services, such as social media marketing, and to customer support roles, such as call centre operations.
Although organisations generally outsource non-core functions, they do indeed still outsource critical tasks, such as customer service, financial services and IT operations. Organisations also outsource strategic tasks, such as data mining and data analytics, both of which have emerged as essential elements for digital transformation and for competitive advantage in a digital economy.
Businesses can offshore the core and non-core business processes to BPO offshoring companies. At GPSBPO we target our clients to ensure we provide them an exceptional service. We help our clients to reduce cost on overheads, get specialised services and faster turnaround. The usual practice by companies is to offshore operations, back office clerical activities, accounting processes, HR services, sales and marketing, IT support services and procurement.
This gives companies the opportunity to explore skilled talent from GPSBPO at a lesser cost. BPO offshoring companies can provide flexibility in terms of deliverables, costs, meeting deadlines and implementing technological advancements.
The future of BPO
Sri Lanka has emerged as a hot destination for BPO work in recent years. The success is mainly due to the fact that there is a ready availability of large numbers of resources fluent in English, and the diligent and hardworking efforts put in by the companies in Sri Lanka that do BPO work. This is the so-called demographic dividend, wherein a country that is youthful reaps the fruits of having a labour force which can be tapped into. All these reasons have conspired to bring about a revolution in the way the Sri Lankan BPO sector has performed.
How we at GPSBPO help you improve the effectiveness of your outsourcing arrangements
- Making a list
- Consider relevant providers
- Compare and choose
- Go for a trial run
- Set up a monitoring team
- Plan for changes in advance
- Proper documentation
- Transfer accountability
- Track the performance reviews
- Regular communication