In other words, you should interrogate whether the agency provides you with new technologies, like artificial intelligence and automation.Īfter completing BPO contracts, external service providers consider the entire functional area, like inbound and outbound calls, and then, they start to offer their process. Furthermore, the technologies that are offered by the external service providers should be thought. In the selection process, the logistical requirement of moving from in-house to agency and costs can be considered. Then, they should conduct research into external service providers and choose the best one for their organizations. For this type of outsourcing, service providers must know the areas of expertise, like leadership, communication, time management, and so on.įirstly, organizations should describe the functions that are needed to outsource to an external agency. If BPO employees focus on organizations’ knowledge-based services, such as education, healthcare, and insurance, the circumstance is called knowledge process outsourcing. This type of outsourcing covers market research and analysis and financial reporting.
If service providers pay attention to an organization’s all research and development duties, the situation is called research process outsourcing. Some BPO employees deal with organizations’ legal tasks, like appointments, transcription services, documentation, and research, and the circumstance is called legal process outsourcing. Because of the situation, they are categorized in three: Legal Process Outsourcing (LPO) Categories of Back-office and Front-Office Servicesīack-office and front-office services seem like their opposites, but they are very related to each other. If you would like to improve your inbound and outbound calls, you should learn the necessary call center agent skills to reach successful front-office employees. In addition to contact center services, information technology-enabled services, sales, and marketing are found as front-office functions. BPO call center is a good example of front-office functions, so front-office employees should have effective communication and listening skills. At that point, contact centers can be considered. Front-Office Servicesįront-office services are based on customers employees deal with existing and potential customers. For example, content writing, digital marketing, e-commerce, information technology services, human resources, accounting, and payment processing are considered in back-office outsourcing. In other words, back-office employees and customers do not meet with each other.Īt the beginning of the development of back-office outsourcing, there were only administrative tasks, but now BPOs offer different back-office services, in addition to administrative functions. Back-Office Servicesīack-office services can also be known as internal business functions, and these services do not depend on customers. What is BPO used for?Ĭompanies can prefer BPO services for two areas of work: back-office and front-office services. With the type of BPO, organizations do not think about time zone differences, and people do not travel for a long time to access their service providers. Onshore outsourcing depends on the choice of service providers from the same country, but these providers are generally found in different states or districts.
On the other hand, the type of BPO can cause disagreements because there can be some cultural barriers between organizations and offshore service providers. With the type of BPO, market reach can be increased, and costs can be decreased due to the lower costs in offshore countries. If an organization considers a far-off foreign country for outsourcing, the circumstance is called offshore outsourcing. Offshore outsourcing can be thought of as the opposite of nearshore outsourcing. With nearshore outsourcing, organizations and providers can visit themselves frequently, thanks to the geographic proximity. For example, an organization that is in the south of the USA can choose a company from Mexico to outsource, and this situation can show the existence of nearshore outsourcing. If organizations prefer their adjacent companies for outsourcing, this process is called nearshore outsourcing. These types are nearshore, offshore, and onshore. There are three main types of BPO, so every company should focus on their goal before determining a type of BPO. Contribution to the performance and efficiency of organizations.Categories of Back-office and Front-Office Services.
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