Social Media: the next big support

On July 12, 2013, in Outsourcing, by Business Development Group

Social media can act as another part of customer service not just a site for promotion and updates of products and services. Social media support can bring a more personalized, quick and fun business delivery.

This year’s ICT and BPO Conference held in Cebu talked on businesses’ change adoption through jumping into social media. Business leaders were advised to bring their skills in communication and innovation in social media campaigns. Leaders should have taken the advice since social media is showing great potential as a next big thing in customer relations and support management.

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BPOs’ new lucrative income stream: Managing Twitter & Facebook for clients

On the latest report, some BPOs such as Aegis, FirstSource and Aditya Birla are now using social media platforms including Facebook and Twitter in managing customer relations. Even Convergys has been offering social media support to their clients by inserting expert’s opinion feature into their forums and blogs.

Customers nowadays are getting more demanding.  They set higher level of satisfaction when it comes to product and services and social media can be an effective interface to peek at customers needs, aside from conventional website support and toll-free hotlines.

In an article published by Economic Times, a prediction says that by 2015 more than half of contact centers will take social media as main channel of communication with customers.

With social media, clients, providers and customers can meet at once, could be in forums or comment boxes, discussing topics about products and services. Outsourcing service providers, aside from managing requirements with current clients, can also take advantage with social media in finding and getting new clients.

Availability of tools like tablets, smartphones, and portable computers allows customers to have more access to social media and websites. The fast growing number of social media user initiates the demand for social media support and would also mean higher need for social media management for providers.

Social media can act as another part of customer service not just a site for promotion and updates of products and services. Social media support can bring a more personalized, quick and fun business delivery.

Related Article:

Is Social Media Outsourcing The Next Big Opportunity For Call Centers?

More Filipino BPO workers using social media support, says Convergys

‘Jump into social media, adopt change’

Photo Attribution: By Frydolin

Photo URL: http://upload.wikimedia.org/wikipedia/commons/2/27/Facebook_and_Firefox.jpg

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BPO + BPM = Operational Excellence

On July 5, 2013, in Outsourcing, by Business Development Group

BPM allows BPO vendors to easily create and even re-utilize custom process applications for their clients and better fit with their process needs.

Companies choose a business process outsourcing partner to gain more advantage in services and IT as well as to reduce cost production while pursuing operations excellence. Companies nowadays choose a BPO partner with much diligence and putting high standards to make sure they get the best results. BPOs, on the other hand, are becoming more strategic and deliberate to make sure they are fit to be outsourced by companies.

Rahul Kochhar, an experienced adviser and analyst in enterprise content management (ECM), business process management (BPM), and document output customer communication (DOCCM) domains wrote in one of his articles that companies made a shift in choosing a BPO vendor. They now consider and look more in to the following:

Quick process rollout – speed of process automation delivery of BPO vendors and its technology configuration to incorporate company’s core application

Manage change quickly – ability to adapt with changes most especially in processes brought by business, market, and different geographical setting

Real time visibility– providing real time visibility to key processes, this is about transparent operations and easy monitoring

Cost reduction – reducing company costs without compromising service and work excellence

Flexible pricing options–able to provide many pricing options to company which best fits its needs

Related Article:

Why BPM & BPO Together Deliver Operation Excellence for Changing Business Demands

Research shows that some BPOs are making move to creating custom applications to fit with their clients’ process needs. Some of BPOs are acquiring software companies to better support them in process management and to achieve their goals and be more flexible.

In this context, business process management (BPM) software comes in. BPM allows BPO vendors to easily create and even re-utilize custom process applications for their clients and better fit with their process needs.

According to Kochhar, here are the operational benefits that a BPO can get by using BPM application:

Operational benefits:

  • Shorter process rollout time, leading to faster benefit realization with low risk and cost for the BPO.
  • Ability to rollout and work on same process with minimum cost for multiple geographies and languages. BPM providing multitenant and multilingual support.
  • Leverage processes created for geography to other geographies or for one client to other clients, further reducing the client’s time to market, cost and risks
  • Ability to make process improvements, by extending real time visibility of the client process to the client and bringing in collaborative monitoring and control.
  • Flexible pricing options, per seat or FTE based, per instance based, fixed cost, concurrent request based; giving flexibility to the client to pick one for his needs.
  • Ability to extend critical and confidential  steps of the process to the client to process like exception handling, approvals etc. without incurring development cost while separating it from the total cost of process work.
  • Capacity tracking, ability to track the capacity and take in time cost effective decision.
  • Easily upgradeable platform without impacting any client process or major downtime.

Related Article:

BPO through the BPM Lens

BPM for Business Process Outsourcing

Today BPO has become BPM: Keshav Murugesh, CEO, WNS Grou

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