Business
Process Outsourcing (BPO) is a method in which a specific set of work is
contracted to an external service provider. In Business Process Outsourcing,
the providedservice is cost-effective and time-saving. In this service, a third
party service provider is called for to link between the business and
customer. Many occasion it is found that
the task is complicated and needs to be performed in segments. Creaghan Harry thinks this is why BPO
services use a hierarchical framework in their management.
The
two primary sections of a BPO are the Back Office and Front Office. Seldom, one
may find another part called the “middle office," but due to its minor
significance this topic is not discussed here. Importance of Back Office and
Front Office role is the following: if someone starts a business, it will be
difficult to monitor every aspect of it. That is why the business owners
outsource or farm out minor duties to BPO companies which they gladly perform
and share the revenue with the parent company.
Back Office
In
Back Office support, employees are required to conduct data entry, content
creation and record keeping jobs. Because these tasks are the primary client tasks,
companies prefer to keep the Back Office works separated from the main service
modules. Examples of Back Office jobs include accounting, auditing, and other
bookkeeping jobs.Back Offices can be centered in another location from the
parent company. But recently, companies are taking Back Office more seriously
than earlier making Back Office the highly sought-after jobs in current time.
Front office
A
Front office employee deals with meeting with customers and clients once there
arises an issue. Some easy tasks a Front Office employee performs are
composing, printing and sorting emails. Sales skills are also often a
prerequisite for Front Office jobs. The executives also need to possess a good
listening skill to understand the customers' needs and suggest suitable
solutions for them. They need to recognize whether a job requires outsourcing
or not.
Structures, sizes, comparisons and interrelations of
the modules
Running
a BPO service is quite tricky as it requires managing different aspects of the
organization. Creaghan Harry believes
an in-depth knowledge of Front Office and operations is crucial to the success
of the BPO. Sometimes, Back Office
jobs are ignored in terms of their capabilities. But in truth, Back Office is
vital regarding company's operation. As the Front Office jobs require public
dealing, Back Office involves patient data collection of these operations. Sales
and marketing departments are thought to be part of Front Office work.
Typical outsourced activities of a BPO company
Change
Management and Governance is also vital to success in BPO. Finding new
partners, preparing for new partners and cultural change are the tasks change
management offers. A company requires an effort to earn consent. That is where
management and governance come to solve the problem. Change Management and
Governance are difficult things to grasp initially, but if taken seriously,
they can bring impressive results.
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