3 July, 2020


Business Process Outsourcing is a method of subcontracting business-related operations to an external service provider that is specialized and can execute said processes in a more efficient, less costly 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 that understood that it was better to invest all their efforts in their business core instead of day-to-day tasks that add little value.

Management and finances, 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 AI, BPO has expanded to pretty much any business process, or part of them, where repetitive tasks that do not require high levels of intelligence take place.

This new, automated BPO is performed by software, with minimal human intervention. Not only is it more efficient, but it also manages to reduce costs to levels unachievable for traditional BPO. Processes that run 24/7/365 are now financially viable and produce less organizational stress since continuity, availability, and staff turnover risks are mitigated with well-trained technological tools.

Despite its widespread use, BPO still meets some resistance. Delegating processes and relying on people who are geographically far away, perhaps in a different time zone, and who probably speak a different language, can generate hesitation in some companies. Automated BPO resolves these issues because processes are now executed autonomously. Results are displayed in a dashboard where users can observe all the status of each one of their processes. If there are any alerts, chatbots automatically communicate them, and if the process needs any human intervention, this happens through web portals or mobile apps.

But, if processes are executed entirely by technology, why even using an external provider?

The choice of involving a third-party is based on the very premise of BPO: focusing all the energy on improving the core processes. Handling non-core processes, even when they are automatable, forces companies to develop technical skills that are otherwise useless for their strategic goals and end up draining the energy and motivation required for the core processes.

A good automated BPO company must know not only about processes but also about technology and business continuity. It must guarantee that systems are always active, that latency is minimal, and that any required adjustments are implemented in the shortest possible time. With that in mind, it is vital to pick the right provider to obtain the results that the automated BPO promises.

Sergio Estupiñan

#BPO #automation #AI #IA #Mayasoft