Business Process Outsourcing is a method of outsourcing business-related operations to an external service provider that is specialized and can execute those processes in a more efficient and less expensive way. BPO has been widely used for some years now, and it has been so successful that it ended up redefining the very structure of many companies who understood that it was better to invest all their efforts in their business core rather than in day-to-day tasks. They add little value.
Management and finance, HR, customer service, information management, among others, are some of the more traditional BPO areas. However, with the strengthening of robotic process automation tools and artificial intelligence, BPO has expanded to practically any business process, or part of them, where repetitive tasks are carried out that do not require high levels of intelligence.
This new automated BPO is done using software, with minimal human intervention. Not only is it more efficient, but it also manages to reduce costs to levels unattainable for traditional BPO. Processes that operate 24 hours a day, 7 days a week, 365 days a year are now financially viable and produce less organizational stress, as the risks of continuity, availability and staff turnover are mitigated with well-equipped technological tools. trained.
Despite its widespread use, BPO still encounters some resistance. Delegating processes and relying on people who are geographically far apart, perhaps in a different time zone, and who probably speak a different language, can raise questions for some companies. Automated BPO solves these problems because processes now run autonomously. The results are displayed on a dashboard where users can see the entire status of each of their processes. If there is an alert, the chatbots report it automatically, and if the process needs some human intervention, this happens through web portals or mobile applications.
But, if the processes are run entirely by technology, why even use an external provider?
The choice to involve a third party is based on the very premise of BPO: focus all energy on improving core processes. Managing secondary processes, even when they are automatable, forces companies to develop technical skills that would otherwise be useless for their strategic goals and ends up depleting the energy and motivation needed for core processes.
A good automated BPO company needs to know not only processes, but technology and business continuity as well. You must ensure that systems are always up, latency is minimal, and necessary adjustments are implemented in the shortest time possible. With that in mind, choosing the right provider is vital to get the results that automated BPO promises.
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