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The Evolution of Business Support 24/7

Building New Value Propositions

By Bhavik Patel | November 2020

Imagine a global business without 24/7 global support. Or, one without access to invaluable resources, global talent, the latest in technology and the best set of skills and expertise which are offered by Outsourcing partners and service providers.

 

Having 24/7 business support can truly make a world of difference to your business. It means that problems get solved immediately and you won’t have the unfortunate spate of losing business. The biggest win with this is that you will have happier customers, as customers are the lifeblood of any business.

 

Traditionally, businesses operated 9-5, but as organizations expanded their global footprints and as competition increased, companies started to capitalize on the value that BPO providers represented and were capable of doing. This included everything from migrating your back-office operations to ensuring that they have the best RPA development and programs in operation, which has not only allowed for greater efficiencies but has also saved time and costs.

 

Businesses need to run 24/7, as customers are demanding instant gratification and immediate access to whatever they desire at that particular time, whether that is access to services immediately, pizzas delivered instantly or even items delivered the same day.

 

Along with the increase in demand from customers, there are hundreds, if not thousands of processes that the business follows every day, taking away their time from innovation and improving customer service. In this blog, we will look at the 2 particular options that businesses can leverage and the benefits of combining both of them:

1. BPO

Organizations engage with BPO providers for two main areas of work: back-office functions and front-office functions. However, BPO providers are not just outsourcing partners. They offer high-end capabilities such as research, customer analytics, automated data and processing, and much more. With the combined competencies, BPO providers are able to help customers and prospects by adding value to products and services.

 

Although organizations generally outsource non-core functions, they do indeed still outsource critical tasks, such as customer service and strategic tasks like data mining and data analytics, both of which have emerged as essential elements for digital transformation, as key drivers of growth and for competitive advantage in a digital economy.

1. BPO

Organizations engage with BPO providers for two main areas of work: back-office functions and front-office functions. However, BPO providers are not just outsourcing partners. They offer high-end capabilities such as research, customer analytics, automated data and processing, and much more. With the combined competencies, BPO providers are able to help customers and prospects by adding value to products and services.

 

Although organizations generally outsource non-core functions, they do indeed still outsource critical tasks, such as customer service and strategic tasks like data mining and data analytics, both of which have emerged as essential elements for digital transformation, as key drivers of growth and for competitive advantage in a digital economy.

By working with a BPO provider, organizations can benefit from the following:

Financial benefits – The outsourced provider can perform the business process at lower costs
Flexibility – BPO contracts allows organizations great flexibility to adjust how it completes the outsourced business process, enabling them to better react to changing market dynamics
Competitive advantage – BPO enables organizations to outsource non-core processes, thereby enabling organizations to focus more of its resources on the operations that distinguish them in the marketplace
Higher quality and better performance – As the BPO provider is only performing the specific processes they are hired to do, they are able to focus on providing those processes at the highest levels, often with greater accuracy, efficiency and speed
Expanded coverage – Outsourced providers can expand the hours or geographical reach of the business in a cost-effective manner.

Although the above benefits are highlighted, in order to truly benefit from these partnerships, BPO’s such as Quantanite offer technologies such as Robotic Process Automation. (RPA). RPA solutions are applied to tasks that are repetitive and volume-driven.

2. RPA

RPA is essentially a software or a ‘robot’ that can be programmed to collect data and interpret it in order to assist the company’s everyday operations, helping the business run in a more efficient way. The technology is aimed at automating rules-based tasks such as, analyzing data, processing a transaction, and responding to communications, among other uses. By offloading such tasks with RPA tools, you are able to simplify workflows.

 

RPA is business critical and the first stage in any automation process. RPA has already proven its effectiveness across various business processes from reducing costs and increasing quality to enhancing organizational competitiveness and effectiveness. It allows organizations to make the most out of their resources while helping their people become more efficient and productive in their roles.

Some of the key benefits of utilizing RPA include:

• One of the fastest & cost-effective automation solution for any business
• Processes can be automated on average in 7-8 weeks
• Existing infrastructure can be leveraged for a quick, easy implementation
• RPA offers scalability and adaptability in line with changing work environments
• The business could see better accuracy and less human error
• RPA robots can work 24/7 without any breaks
• RPA solutions usually provide a positive ROI within 12 months

Keeping humans in the loop

If you have considered automating any of your business processes, you have probably heard of the phrase ‘Human in the Loop’. Generally, the term is associated with Artificial Intelligence when a computer system cannot solve a problem and it requires some human intervention. As the system or Artificial Intelligence is learning, it will use the human answers to improve its problem-solving abilities.

 

With RPA, as the decisions are rules-based and the entire automation of the process may not be possible, there may be some elements of human intervention required. Working with an outsourcing vendor, who can provide both RPA and BPO services, you can outsource the whole process and reap the benefits of both BPO and RPA.

Keeping humans in the loop

If you have considered automating any of your business processes, you have probably heard of the phrase ‘Human in the Loop’. Generally, the term is associated with Artificial Intelligence when a computer system cannot solve a problem and it requires some human intervention. As the system or Artificial Intelligence is learning, it will use the human answers to improve its problem-solving abilities.

 

With RPA, as the decisions are rules-based and the entire automation of the process may not be possible, there may be some elements of human intervention required. Working with an outsourcing vendor, who can provide both RPA and BPO services, you can outsource the whole process and reap the benefits of both BPO and RPA.

Benefits of selecting a vendor that has BPO & RPA capabilities

The BPO industry is always looking for a high degree of productivity at a reduced cost. They have started to adopt the RPA technology to generate a better ROI for their customers. RPA can reduce BPO’s operating costs, which enables the BPO to pass on the savings to their customers by effective usage of the workforce and enhance customer experience by meeting SLAs.

 

The BPO team can focus on parts of the process where human intervention is required and offload the repetitive, rules-based back-office tasks efficiently to the RPA robots that can drastically increase productivity, as robots can work 24/7, without any breaks, or holidays.

 

The other benefits of choosing a vendor that has BPO and RPA capabilities include the following:

• Improved customer experience by meeting SLAs
• Improved quality by reducing human errors
• Cost savings and increased productivity
• Improvement of processes
• Reduce the number of resources required or redeployed to other quality work
• Flexibility and scalability

Finding the right outsourcing partner

Business Process Outsourcing and Robotic Process Automation are both used to achieve the same goals – improving quality, productivity and efficiency, whilst reducing costs. As the global business environment is going through fundamental shifts in consumer preferences, demographics, economy, and technology, leveraging the benefits of BPO and RPA together becomes vital for success.

 

RPA already yields the benefits traditionally attributed to BPO, such as cost savings and improved customer experience for organizations. However, RPA also brings forth new strengths such as fast results, 100% accuracy, improved quality, and ease of scalability.

 

Additionally, not every process can be automated entirely using RPA, as some parts of the processes may require human intelligence. When you are searching for an outsourcing partner, finding the right partner can be difficult, you need to ensure that the outsourcing vendor can cover all of your urgent requirements and cater for the future. They should be able to cater to your needs 24/7, whether it is BPO, RPA, or even customer service. By having a hybrid model available to organizations, the organization has the potential to transform the entire business.

Are you looking for a one stop solution for your business? We can help!
Contact us for a call with our RPA & BPO experts today.

To find out more about RPA & talking about
it confidently within your organisation,
download our E-Book now.

To find out more about RPA & talking about it confidently within your organisation,
download our E-Book now.

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