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All You Need to Know About the Inner Workings of Business Process Outsourcing

In today’s connected and technologically advanced world, your business needs to be highly efficient to work successfully and get the competitive edge everyone is looking for. For your business to be efficient you require smart processes along with adept management. BPO in Gurgaon can help you get such changes if the outsourcing process is handled carefully while choosing the right vendor for your business.
Today we are going to discuss all there is to know about what is a BPO, the functions of BPO in Gurgaon, types, why work with them, the current state of BPO, benefits, how to choose a trusted vendor in this sector, and much more to help you guide on the right path.


What Is BPO All About?


BPO or Business Process Outsourcing is a holistic practice in which a business outsources some crucial business tasks to an external service provider on a long-term basis.
In this case, the company needs to identify first a process that does not fit into the core value proposition of the company, yet that process is necessary for the functionality and growth of the business. Once identified, the organization then looks for a suitable BPO Company in Gurgaon to work hand in hand with the company to help them reach success with stronger business process management.
No matter if you are a Fortune 500 company or a local business, any size business may require the aid of the BPO sector and the demand keeps growing day by day. New and innovative BPO services have been introduced every now and then and companies look for a trusted BPO Company in Gurgaon to thrive in the competitive market.


What Are the 2 Major Types of BPO Sectors Around the World?


The BPO sector is a wonderful way to contribute the skills from the home country to companies abroad and take advantage of the world connectivity to its limit. The Top BPO Company in Gurgaon offers mostly 2 types of services, i.e., back office and front office services.
Back Office Services: Back-office services are those that are internal business processes such as purchasing, billing, accounting, human resources, IT (Information Technology) services, payment processing services, quality assurance, and so on.
Front Office Services: Front-end BPO services are more about handling the customers directly with marketing, sales, customer service, tech support, and so on.

What Are the Different Categories of BPO Based on the Locations?


Based on the location of the vendor, there are 3 types of vendors. Any business can take advantage of all these 3 types of vendors for the optimization of their business if they desire.

Offshore Vendors: In this case, vendors are located in a different country from the originating location of the company. For example, US companies often work with Top BPO Company in Gurgaon to grow their business systematically.
Onshore Vendors: Onshore vendors are those who live in the same country while they might be located in a different city or state altogether. For example, a company located in New York, US can work with vendors of Alabama, US.
Nearshore Vendors: In this case, a company can work with such a vendor that is from a neighboring country. For example, a United States company can work with a vendor of Mexico and they become a nearshore vendor.

What Are the Commonly Used Services in BPO?

Common outsourcing processes include customer service, accounting, call centers, administration, IT management services, research, marketing, sales, manufacturing, shipping, logistics, digital marketing, human resources, and so on.

According to a recent study conducted by a B2B research firm, it has been seen that most small businesses outsource their technical tasks to vendors. They distribute about 40% of IT services and accounting and about 35% of digital marketing services.

In the past decades, the outsourcing of processes has grown exponentially for small to multi-national businesses. Social media marketing, digital marketing have been very common processes for vendors to take care of. Apart from that, many businesses outsource pretty strategic tasks to the Top BPO Company in Gurgaon like data analytics and data mining which are highly critical in today’s world to keep up with the competition and think ahead.

What Are the Key Reasons for Businesses to Outsource Processes?

There are many pretty robust reasons for businesses to outsource processes be it a small business or a big conglomerate. Outsourcing not only helps them save cost, but they can also focus on their core processes more effectively and use their resources more strategically in their different processes.
Enabling Flexibility: When some businesses outsource critical processes to vendors who are experts in those processes, they become flexible to use their valuable resources elsewhere where they need them most. So, their flexibility and efficiency are enhanced automatically.
Decreasing Cost: Outsourcing to BPO can save a company greatly as they can cut down costs for in-house laborers. Staffing and training resources onshore can cost a great deal of time and money which can affect the business considerably. When they utilize vendors, on the other hand, they not only save on critical resources, outsourcing becomes quite cost-effective for them.
Expanding Global Presence: Most of the outsourcing BPO in Gurgaon can serve their clients round the clock, in different languages, and in various sectors. And so, the vendors can leverage the companies in expanding to new untouched regions quite efficiently. Companies can even outsource their processes to the local companies in which region they are planning to expand, mostly in case of the language barrier.
Improving Speed & Efficiency: Organizations that outsource different services want the experts to handle the tasks so that they can save their time, resources, and money and put them into more crucial tasks where they can offer the most effectivity. It can improve their process accuracy along with business capacity and positive business growth. Getting Better Results in Noncore Functions: Generally, companies outsource their non-core functions to the Top BPO Company in Gurgaon so that they can get better results which can help their company thrive in the market. Outsourcing companies offer cutting-edge tools and technologies along with the best expertise to help their clients reach the pinnacle which is why most businesses nowadays rely on outsourcing.

What Kind of Support Outsourcing Companies Provide as BPO?

BPO companies in Gurgaon offer many different types of services to many small to big enterprises to fill the gaps. The industries that are looking for outsourcing more vigorously include retail, eCommerce, healthcare, travel, pharmaceutical, banking, energy, supply chain, asset management, retail, capacity solutions, and so on.
Knowledge Process Outsourcing Services: In this case, outsourcing companies offer domain-based expertise. KPO has changed the way of business process outsourcing significantly and KPO is more focused on research and analytics. They are basically linked directly to the companies’ value chain and they are capable of taking some business decisions by themselves as long as they do not create any conflict with the high-level decision of the company they are working for.
ITES or Information Technology Enabled Services: Service desk analyst, production support analyst, research analyst, data mining analyst and IT analyst are examples of ITES BPO positions. This type of BPO uses information technology, for the most part, to offer services through the internet or a data network.
Research Process Outsourcing Services: RPO or research process outsourcing is highly focused on analytical and research-based functions. Their more process-driven research and analysis support marketing, investment, business, and biotech firms significantly.
Legal Process Outsourcing Services: LPO is a part of KPO which takes care of all the higher levels of legal works for their client companies. They generally draft legal agreements, patent applications and they perform more in-depth legal research work. Besides, they offer knowledgeable advice to the clients to help them take informative, safe, and legal business decisions. Many experienced paralegals do their work using a research database and more.

Major Functions & Specialized Services of BPO Companies Across the Globe:

Knowledge Process Solutions: Data analytics, data and knowledge management, data mining, data analytics, online research, as well as building an information governance program and delivering the voice of customer input, are very common examples of higher-level processes.
Finance & Accounting Solutions: Billing services, general accounting, accounts payable and receivables, auditing, and regulatory compliances are all a major part of finance and accounting services which is a vital section of BPO in Gurgaon.
Back-Office Solutions: Direct and indirect procurement; Check, credit, and debit card processing; collection; receivables; transportation administration; warehouse management and logistics and dispatch are all included in the back-office process solutions of BPO.
Customer Service Solutions: Voicemail services, email services, marketing program, appointment scheduling, payment processing, telemarketing, surveys, order processing, customer support, warranty administration, quality assurance, and client feedback, and so on are all covered by the BPO company’s customer handling solutions.
Human Resource Solution: BPO Company in Gurgaon can assist in resolving core workforce issues that need fast and efficient resolutions. Services like healthcare administration, payroll services, training optimization, employment and recruitment, worker training, insurance processing, retirement benefits, and rule and regulations management are some of the services outsourced HR solutions provide.
Information Technology Solutions: Implementation services, software, and application development, IT helpdesk, application and software testing, and so on are some of the examples of technical support tasks in IT and software operations. For a more specific example, manual data input can be substituted by automated data capture which can be the responsibility of a BPO company, which can result in the increased data intake and shorter cycle times.

What Are the Significant Benefits of Working with a Top BPO Company in Gurgaon?

BPO sectors have been flourishing for a few past decades and without their substantial advantages, it could not have been possible for them.
Getting Expanded Coverage: Contracting with a BPO provider offers a company around-the-clock capability and access to several geographic locations, enabling a follow-the-sun business model which has been proved to be severely successful across the globe. BPO companies frequently provide their client organizations with 24/7 contact center operations which are highly convenient.
Considerable Financial Benefits: Monetary advantages of BPO providers are undoubted as they may frequently cut the cost of a business process or save the organization money in other ways, such as tax savings, saving critical resources, training budget, and so on.
Staying Ahead of the Competitions: Competitive edge has improved significantly for many businesses since they have decided to outsource to BPO businesses. BPO allows a company to concentrate more of its resources on activities that set it apart in the marketplace and help them gain a competitive edge with more expert solutions.
Getting Access to the Cutting-Edge Innovations: BPO providers are more likely to be aware of technological developments in the process areas and advancements of the tools in which they specialize and thrive. That implies they're more inclined to invest in new technologies to get better from others, such as automation, that can enhance job speed, cost, quality, and efficiency optimizing the business processes from the core.

How a Company Should Choose a BPO Services Provider to Support Their Business Processes?

You need to look for the Top BPO Company in Gurgaon that is agile, flexible, holds expert knowledge, faster, competitive, and pretty innovative. They should have the drive to help your business with all their capacity at all times no matter what. They must acquire the ability to satisfy current requirements while scaling up to meet future demands of your business goals.
They should have an appropriate grasp of the organization's business and the inner workings of the industry.
They need to have enough understanding and proper abilities to meet all the compliance and regulatory standards, as well as data privacy regulations.
They should have clear communication and daily reports to offer transparency in the tasks they have been assigned to.
The geographic locations of the chosen BPO sector are required to satisfy commercial and regulatory requirements.
They must have clear reporting indicators on a monthly or quarterly basis to show that they are meeting all the client’s obligations.

The future of the BPO sector is quite similar to any other sector in the market which is automation. Automation is highly in demand to optimize business processes, eliminate human errors and improve production efficiency keeping up with the ever-growing demands. Many reputed BPO Companies in Gurgaon are working tirelessly to optimize their processes with automation and most of them are successfully emerging in this new era.


FAQ's

Answer

We are a UK based company established in 2016 and provide a fully outsourced Web Chat service dedicated to helping our clients win more business and build customer satisfaction from their website.

The IO Chat service is quite unique in that it not only provides the website software but also the live “human” agents to handle all visitor website traffic. Capturing leads, converting sales and providing a customer service “wow” 24/7 a day everyday of the year at an extremely low cost.

Our background of over 20 years in outsourced customer acquisition strategies and innovative lead capture software enables us to deliver this valuable service for any business who wishes to boost revenues from their existing web channel.

Answer

At a starting point of just £3.25 per day, IO Chat offers a cost effective Web Chat service 12 hours a day, 7 days per week. Our pricing model is based on shared cost by thousands of clients making chat accessible for any organisation, whatever their size, to boost their revenues from their website.

Answer

We have a highly trained team of lead generation and customer service experts in the IO Chat’s centre.

Our agents are all of graduate level education and are coached in the nuances of browsing behaviours allowing them to effectively deal with visitors to client sites across a range of global industries, organisations and services.

Answer

As this is a reception and lead generation service we don’t need to know your business in detail. As part of the set up process we ask you to provide some background details and typical FAQs this, coupled with the information on your website we will use when chatting with your visitors.

Answer

The short answer is, if you can gain commercial advantage from having a qualified agent greeting, capturing prospect information and validating enquiries from all your website visitors then the answer is yes

We are so confident that Web Chat will work for your website that there is no contractual commitment to our service. In the unlikely event that it’s not the right service for your business you can end the agreement at anytime and simply remove the web chat code from your site.

Answer

Adding our web chat service to your site is very easy. Simply complete the on-line order form and we will send you some code which you need to add to your website which will then automatically connect to our agents.

If you need help with this our tech team will assist you with this task that usually takes less than a minute.

Answer

In order to make Web Chat effective it has to be available at all times and has to be proactive which, to most organisations, is not cost effective. You need to have agents available to cover during breaks, holidays, sickness and out of hours and they need to be focussed on inviting visitors to chat in the critical seconds where the window of opportunity is there to engage.

IO Chat can do this for you at a fraction of the cost and using dedicated agents to maximise the effectiveness of every engagement.

Answer

Web Chat is like having a sales assistant in your website showroom all day everyday ready to engage with all your website visitors. Greeting them, capturing prospect information and qualifying leads and passing this information to you via e-mail in real-time. This then allows you to respond while the visitor is in the market for your product or service.

Web Chat is proven to:

  • Increase the likelihood of purchase: people who chat are 3 times more likely to buy.
  • Reduce visitor abandonment which without engagement is around 80% on most websites.
  • Provide a qualified resource to engage with visitors during the high value our of hours period.
Answer

No! Full support 24/7 is included within your monthly service fee. In fact you will also be allocated a dedicated account manager who will handle any enquiries you may have and ensure your business and your visitors gets the best service available

Answer

No, our solution is fully cloud hosted on secure servers. Other than adding some simple website code there are no internal IT requirements. We do everything for you!

Answer

Yes, we will add your branding, logo and personalised messaging at no additional cost.


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