The paradigm shift that the internet has brought about in communication has opened up a plethora of opportunities for outsourcing business processes across the continent. From offering single IT services, BPO has come a long way and now covers an array of operations that can be performed and managed away from clients’ location. Business process outsourcing is, therefore, a trend that is becoming common in organizations for services that have usually been regarded as intrinsic to managing a business.
BPO is divided into 2 categories: Back Office outsourcing which includes internal business functions such as billing or purchasing, direct and indirect procurement, transport administration, logistics and dispatch, warehouse management etc. and Front Office outsourcing which includes customer-related services, marketing services, technology support, market research, hiring and recruitment, data analytics, web-related services, auditing, health care administration etc. Despite being unattractive, the Back Office contributes significantly to the success of any business, as it has the ability to impact the customer’s experience. Customers’ expectations are met and surpassed when Back Office work is done efficiently. Errors, leading to an increase in the volume of work that is done by the Front Office, on the other hand, can lead to disgruntled customers. The greatest challenge in providing a seamless customer experience is, therefore, balancing and outsourcing the different nature of the work done in an organization’s Front and Back Office.
Outsourcing and especially BPO can be tedious and time consuming as there are numerous big and small steps (e.g. organizational culture, what business processes can be optimized, the outsourcing partners to look out for, and how to communicate the organization’s needs and desires regarding outsourced business process, to name a few) in between deciding to outsource and knowing exactly what business processes to outsource. A reliable outsourcing agency like Outsource Global will meet and exceed every Back and Front office outsourced requirements to help your business in order to overcome productivity blocks in order to survive the accelerated and intensive market competition.
