ReadSoft published “Taking BPO Efficiency and Service Delivery to the Next Level”. While the white paper is a guide for service providers, it can also be used by Australian SMEs to ensure that they are getting the right technological solution from their BPO provider.
Here are six features that your BPO technological solution should have.
Scalability and Flexibility
The service provider should be able to scale their services as the business grows, while the technological solution must be flexible enough to adapt to different requirements.
To achieve this, develop a solution with these features:
- Manage and automate business processes
- Ability to modify existing processes to suit customer requirements
- High performance regardless of how many processes and customers are being managed
- Ability to use existing standardised processes
- Integrate new and existing technologies seamlessly
- Provide options for working in a distributed and centralised environment
Customisation
The technological solution should provide standardised processes, but can also be customised to meet specific customer requirements. The ideal setup is a system with a user interface wherein processes can be configured through a drag-and-drop feature. It should have a separate interface for administrators and staff.
Look for a centralised system that is easy and quick to set up. It should be able to provide standardised processes that can be multiplied and adapted to meet your needs.
Best-in-breed Technology
According to HfS Research, the most efficient way to become globally competitive is to standardise processes. To achieve optimum standardisation, Australian SMEs should move business processes into proven technology platforms, which are then operated in a cost-efficient manner.
Seek the best-in-breed technology to get the highest possible automation rate and continuously optimise their processes.
Ease of Use
To achieve all of the previous requirements, service providers may offer an interconnected group of applications. This can easily become a complex system that requires extensive training and costly maintenance.
To overcome this challenge, seek a system by combining two previous features - a centralised platform-based solution that consolidates all applications. Both you and the service provider will be able to better track overall performance by using one system. This also reduces costs by minimising the number of staff that needs to be trained.
Monitoring Capabilities
Transparency is very important in any business. This ensures that service providers meet their service level agreements consistently.
To ensure transparency, the solution should include monitoring capabilities that can:
- Provide an overview of overall system performance
- Display important key performance indicators that are tracked in real time
- Offer SLA reports that show real-time prognoses and performance bottlenecks
- Provide reports for all production data and additional tools
Volume or Subscription-Based Pricing
The upfront cost for purchasing a technological solution is expensive. The situation can get worse when businesses find out that it is filled with features that they don't really need but come with the package.
To avoid this, choose a service provider that offer volume-based pricing. This is similar to subscription-based pricing used by on-demand software. This ensures that you only pay for what you need and use.
By combining all these features, your business can gain access to a viable technological solution. In turn, your SME can secure a global competitive advantage, promote innovation, and boost efficiency at a low cost.
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