Business Process Outsourcing

Business Process Outsourcing (BPO) is the farming out of one or more business processes to an external service provider who in turn owns, administers and manages the selected process based on defined and measurable performance criteria.

BPO activities can be broken up into three main functional areas :

• Internal Process Activities - IPA
• Inbound - Customer Support Activities - (CSA)
• Outbound - Customer Acquisition Activities - (CAA)

Both Inbound and Outbound communications require the use of a Call Center (click for more info).INte

Internal Process Activities :  Process that are conducted internally in  client companies can easily be outsourced to specialists.   This include functions such as

• Financial accounting
• Processing of A/R and A/P documentation, invoicing clients
• Payroll processing
• Document processing for storage and retrieval
• Processing employee calls and claims for health and employee benefits, adjudicating wherever necessary, dealing with third party insurance companies

IPA - Engineering Design:  We have skilled engineers who can carry out mechanical and electrical engineering design in a variety of areas. Using the latest software tools such as Pro-Engineer and Hyper Mesh they can carry sophisticated out design activities using state of the art techniques.

Customer Support Activities :  This is widely used where organizations provide their customers and clients with after sales support.  This kind of work could relate to

• Commercial queries and complaints with respect to billing, deliveries, transactions or product performance
• Technical support with respect to use and functioning of equipment
• Routine follow up to ensure client satisfaction levels are maintained in a competitive environment.

Providing after sales support is now an integral part of customer expectations in N. America.  Amisource is well positioned to help organizations that seek this support by providing them access to state of the art equipped call centers in Canada and in India. 

Customer Acquisition Activities : Major components of the customer acquisition space include :

• Market research                      
• Data collection
• Data mining
• Data base creation
• Tele-marketing
• Credit verification
• Collection of money
• Reminders for fresh orders.

 These activities require a group of extremely well trained staff skilled at handling people as well as adept in the use of technology.  We can help clients identify suitable partners and make all arrangements for the commissioning of these centers include any hardware/software that might be required.

The resultant reduction in costs frees up valuable and scarce capital for investment in product development, marketing and building infrastructure, thus fuelling further growth for the organization. Click here for the 9 Steps To Effective Outsourcing model developed by Amisource.

Deloitte USA estimates that 20% of the operating costs of global financial institutions will be moved abroad.  Human resources outsourcing (HRO) was one of the most rapidly evolving outsourced functions in 2003. Eighty-five percent of American enterprises will outsource at least one component of their human resources functions by 2005, according to Gartner Dataquest, a Stamford, Connecticut research firm.

The Altosys team has been doing BPO work in complex areas such as financial data gathering and analysis.  Click on this link to download a chart on how offsite accounting can work for you. The team has also been doing and data mining for clients in the UK and USA. We will be happy to review your operations and present a proposal outlining the ways in which we can serve you. Call one of our offices, or email us to set up a meeting. Click here to download a brochure which explains more.