A Brief Note...
Domestic BPO (Business Process Outsourcing) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions (or processes) to a third-party service provider. Outsourcing as a concept is probably one the oldest and most commonly practiced. As a concept and practice it pervades all aspects of our lives- domestic as well as professional.Why Outsource ???
Traditionally, the main objective of companies outsourcing their business processes was the want of low cost. But now-a-days, companies are no longer looking at cost reduction alone.They typically want to achieve:
- Process improvement and efficiency - faster turnaround and greater productivity
- Cost savings.
- Improved quality - less errors/rework
- Building/strengthening presence in a new market
- Increased focus on core competencies - e.g. developing new products or services
- Building business value and strategic differentiation.
Domestic BPO Segments
BPO in India is organized in many segments, voice and non-voice are the two major segments. Some of the Voice & Non Voice processes have been listed below:Voice:
Non Voice:
Domestic BPO deals mainly with non-core processes of an organization, some of the well-known Industry who are into outsourcing are shown below:
- Telecom
- Banks
- Insurance
- Manufacturing
- Healthcare and Pharma
- IT
- Travel agencies
- Airlines
- Governments
Let’s take an example of a telecom sector who today deal with a challenging environment where they must know how to best capitalize on new technologies to address their growing customer demand, investor expectations & operational requirements of their vast services in fixed line, mobile, and broadband technology.
With change in telecommunications acceleration, telecom companies are looking for partners who can enhance customer service support, reduce costs and risks, and in the course increase profitability.
Telecom Sector:
Under telecom sector, BPO projects can be classified under Voice & Non Voice processes.
Voice:
Voice would be classigfied into Inbound & Outbound process. In Inbound where customer calls your business for an Enquiry, request or Compaint however on Outbound the customer are being called for similar reasons pertaining to his Fixed Line, Mobile or Broadband technology.
Inbound Processes:
- Customer care: End user Enquiry/ Complaint calls pertaining to Fixed line or Mobile to be handled
- Technical helpline: End user Enquiry/ Complaint calls pertaining to Data/Broadband to be handled.
- Televerification: Verification of the subscriber details before activating a new Mobile SIM.
- Dealer helpline: Enquiry/ Complaint calls pertaining to any product from the distributor/ dealer.
- Escalation desk: Handle all objections raised by subscribers, routed from customer care & technical helpline
Outbound Processes:
- QRC (Query resolution cell) – Resolution / closure calls to End user’s on their complaint/ requests raised.
- Customer Acquisition – Sales related calling pertaining to Mobile, Landline, Broadband & Data products.
- Revenue Enhancement – Enhance existing customer’s revenue based on best fit plan for all products.
- Retention cell – Retaining exisitng subscribers who have shown interest to move with competition
- VAS cell – Upselling various VAS products & their beneifts to end user’s
- Customer Survey – Feedback/ Survey calls to check customer experience at all customer touchpoints.
- Debit Collection – Reminder calls to subscribers who missed to pay bills on time across all products.
Non Voice:
Non-voice processes are not dependent on voice services, These are interactions with the customers either by visit of any other communication medium other than voice calls. Non Voice consists of Data Entry, Written correspondence, Field work & Backend processing.
Data Entry: Order Entry – CAF (customer agreement form) Data entry to convert the hard CAF to soft for all new acquisitions on all products
WCC (Written Communication cell): Handle all customers upadtes/ query/ concenrns through written communication via email, Memos, Letters, Faxes, Manuals, News letters.
AVCV (Address Verification & Customer Verification): Verify the actual customer along with communication address through a personal visit on field for all new acquisitions for all products.
Billing: Billing is a process of collecting usage, aggregating it, applying required charges and finally generating invoices for the customers. BCC also includes receiving and recording payments from the customers along with promt bill delivery.
Credit control and Collections: This involves close follow-up activities on field by collecting outstanding payments and taking appropriate actions to clear the outstanding from customers on all products.
Chat: Web based chat options to Handle & resolve all queries/ concerns of the end users especially on Broadband services.
Classification:
Across all major telecom service providers, their subscriber base is largely classified into Premium & Non Premium segments depending on their revenues. This segmentation implemented to all Line of business such as Fixed Line, Mobile or Broadband/Data products.
The Premium segment customer would be handled with atmost care to demonstrate the best overall experince of the brand/Product, few added services like, faster resoltion, dedicated helpline & customisation are the key benefits.
The Premium segments line of buisnessess are primarily outsourced to Large BPO players of the country considering the technology adopted, Better infrastructure, Location spread, Management skills & Brand Reputation.
Conclusion:
The premium segments are revolved amongst the Large BPO players, their commenrcials are always tagged at higher value considering the service rendered by them.
The Non premium segments comes with a low price tag & similar service expectation as compared to a large BPO player interms of Technology, Infrastructure, location sopred & Management skills.
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