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BPO is the delegation of one or more ITintensive business processes to an external provider who, in

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Non interest expenses Source: McKinsey analysis; Interviews. India ... speaking and IT savvy workforce. Cost reduction ... Technical and non-technical help ... – PowerPoint PPT presentation

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Title: BPO is the delegation of one or more ITintensive business processes to an external provider who, in


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BPO is the delegation of one or more
IT-intensive business processes to an external
provider who, in turn, owns, administrates and
manages the selected process( es), based upon
defined and measurable performance metrics.
-Gartner Dataquest
3
Benefits of Outsourcing
  • Organizations can stay lean and focused
  • Greater accountability and quality improvement
  • Core business focus
  • Access to the latest technology
  • No infrastructure cost
  • Constantly rising customer expectations
  • Operational savings
  • Shared risk
  • People management

4
Key Trends
  • Increasing shift towards off shore delivery model
  • Countries such as India are leading the race
  • Depth of process and industry expertise to gain
    importance
  • Rising adoption of multi-process solutions
  • Companies prefer outsourcing synergistic
  • Processes to one vendor

5
Global Statistics
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Benefits of BPO
8
India Advantage Significant Growth in BPO
EBIDTA increase (times)
Overall Cost Savings ()
Key opportunity areas
  • Back office processing
  • Call Center operations

3.5 x 1.5 x 1.3 x 1.1 x 1.1 x 1.2 x
Insurance
10.0-15.0
  • Back office processing
  • Call Center operations

Banking / Finance
8.0-12.0
  • Research and Development

Pharmaceuticals
5.0-6.5
Telecom
5.0-6.5
  • Call Center operations
  • Billing
  • Engineering design

Automotive
5.0-6.5
  • Call Center operations
  • Frequent flyer programs

40-60 cost saving
Airlines
5.0-6.5
Estimates based on specific representative
companies Non interest expenses
Source McKinsey
analysis Interviews
9
Forecast ...
Source NASSCOM Mckinsey Study 2002 and, Gartner
10
Rapid growth in global BPO marketto continue..
Gartner estimates
IDC estimates
Bn
Bn
CAGR13.1
CAGR14.7
202
181
177
157
109
2005
91
2005
2004
2004
2000
2000
Excludes logistics and manufacturing
outsourcing to show addressable market
Includes transaction processing
Over 50 of Fortune 500 Companies have
incorporated Offshore Outsourcing into their
strategies. 203 of the Fortune 500 corporations
now use India as their development
base. NASSCOM
11
Benefits of India as an Outsourcing Destination
Liberalization of telecom industry
Differential Time zone with 24 X 7 Service
IT Enabled sector Top priority in govt policy
Cost Differential over 60
Proven Offshore model
Long term labor arbitrage likely to exist for
another 30 years
Established methodologiesand processes for
better performance
Large pool of Englishspeaking, computer savvy
graduates. Pool of 25 m graduates
  • Well defined quantifiable quality and process
    metrics

12
Top 5 Outsourcing Objectives
91
85
35
29
12
0
20
40
60
80
100
Respondents
-Source Gartner
13
India Advantage
Source Mckinsey Co.
A Mckinsey study shows that when processes are
outsourced to India, companiesnot only get the
advantage of low cost but also experience
improvement in productivity and Quality.
14
Survey respondents shows the following
outsourcing destination
India has transformed itself as a global
outsourcing center of choice. It employs world
class technology and efficient delivery
mechanisms to ensure that clients get cost
effective solutions for all their BPO needs.
and more
Indias Compelling Advantage makes it the Most
Attractive Outsourcing Destination
15
Top Drivers for Outsourcing to India
  • Two million graduates each year (Existing Pool
    over 25 million)
  • 120,000 Engineers every year vs. 63000 in US
  • English speaking and IT savvy workforce
  • Cost reduction up to 50
  • Government support for IT and BPO industry
  • Improving telecom infrastructure
  • Lower infrastructure costs
  • Favorable time lag 12 hours with US 5 hours
    with Europe
  • Overnight turnarounds possible
  • Resources with experience of financial and legal
    systems similar to the west
  • Strong domestic IT services industry to support
    IT led BPO
  • Strong quality orientation among players and
    their focus on measuring and
  • monitoring quality targets.
  • Duty free import of capital machinery and
    software

16
Protonweb BPOa Snapshot
17
Overview
  • Headquarters Location
  • Headquartered at Chennai, India
  • Call Center Locations
  • Chennai and Bangalore
  • Calling Mix
  • 70 outbound and 30 inbound at this point
  • Calling Stations
  • Current Capacity - 450 seats
  • Agent Qualifications
  • Entry-level positions - Graduates
  • Supervisor and Managers - Post-graduates
  • Call Center Hours of Availability
  • 24x7

18
Overview
  • Certified SEI-CMMi Level 5 Company and currently
    beingassessed for PCMM Level 3
  • Technological core solutions and strategies to
    enrich enterprises
  • enterprise relationship management
  • e-business solutions
  • knowledge-based services
  • software development
  • knowledge management
  • skills management
  • CRM solutions
  • Offices in USA, India and Singapore BPO Centers
    in India Chennai and Bangalore
  • Fortune 500 clients from various industries
    Information Technology, Training, Technology,
    Communications, Healthcare

19
The Protonweb Advantage
  • Comprehensive mix of technical expertise,
    industry knowledge and a commitment to success
  • End-to-end solutions and complete ownership of
    processes and technologies
  • Custom Fit to your business processes
  • SEI-CMMi Level 5 certification
  • Significant cost savings, improved process
    management and enhanced profits
  • Dedicated and experienced team of experienced
    practitioners in Enterprise Relationship
    Management
  • Rapid project implementation capabilities
  • Wide range of Enterprise CRM products
  • Wide range of outsourced services

20
Our Enterprise-wide Outsourced Services
  • Technical and non-technical help desk
  • Fundraising
  • Complaint and query recording and
    response/Customer Service
  • Billing related responses
  • CRM(e-mail, technical helpdesk, product support)
  • HR Employee Services (Benefits processing/Payroll)
  • Sales Processing (Order entry/Order processing)
  • Reservations
  • Lead generation, follow-up and support to sales
    team
  • Telemarketing
  • Market research
  • Website (ISP) support
  • Accounting And Finance (Accounts receivables,
    accounts payables, tax processing)
  • Database development and data mining
  • Information distribution

21
Blended Contact Center Technology and
Infrastructure
  • Advanced automatic call distribution system
  • Computer telephony integration
  • Interactive voice response services
  • Predictive Dialers
  • IP Based communication technology
  • E1 ISDN PRI connectivity
  • Automated fax
  • Automated voice recording

22
Protonweb Infrastructure Snapshot
23
Protonweb Infrastructure Snapshot
  • Technology Capabilities
  • Rep Desktops
  • Pentium 4 Desktops with Flat Screen Monitors
  • OS - Microsoft XP with necessary software
  • Servers
  • Sun Enterprise Servers
  • Windows NT Servers
  • HP Server - dialer
  • Call critical functions - UNIX mux created by
    windows
  • Switches Telephony
  • Avaya Switches with Router Capability
  • MUX
  • Alcatell 7270
  • Clarent mux
  • Telephony Servers
  • Avaya GSI

24
Protonweb Infrastructure Snapshot
  • Dialers
  • Avaya PDS 6000
  • 240x480
  • Telephony Systems
  • Digital Phone 6970
  • IP Phone IP6290
  • Logger
  • Nice CLX 72 channel(Total)
  • Nice TRS 150 channel(Selective)
  • CRM Software
  • Cradlei CRM
  • Database - Oracle9i
  • Back-up Storage- IBM

25
Network Plan
26
Service Recovery
  • Universal Client Knowledge Server Access for
    Emergency Back up
  • 450 Seat call center in Chennai and Bangalore
    inclusive
  • 100 back up equipments to minimize down time
  • Own generating station with switch on time of 3
    minutes.
  • All critical loads switched on to UPS.

27
Confidentiality
  • Data capture forms are available only on a daily
    basis.
  • Deed of undertaking
  • Secrecy agreement policy accompanied by stringent
    security checks being enforced at the premises
    whenever the staffs leave or enter the call
    center.
  • All calls get recorded
  • Internal audit carried out on a regular basis
  • Tracking software is installed in all PCs
  • System/Network Administrator ensures that there
    is no information stored in local machines,
    allowing only critical folders to function on a
    daily basis

28
Project Management Methodology
  • Initial Set Up
  • Presentation of Program Approval Form w/SoW
    Document, Contract Pricing
  • Create Campaign Production Form and client folder
  • Contact Center determination
  • High level Campaign Kick Off Meeting
  • Overview of program
  • Discussion of Organizational Requirements
  • Assignment of Resources
  • Internal Education Meeting
  • In depth program discussion
  • Assess technology timelines
  • Define the level of CSR needed
  • Client Implementation Meeting
  • Sales handover
  • Introduction of Communication matrix
  • Walk through of implementation process

29
Project Management Methodology
  • Programming Testing (Scripts Screens)
  • Programming
  • Campaign Testing
  • Script Review
  • Input/Output Verification
  • Campaign Acceptance Testing
  • Screen Flow
  • Business offer details
  • Technical Architecture
  • Reports
  • Training material
  • Implementation Sign off
  • Develop full implementation project plan
  • Establish milestones preliminary
  • deliverables
  • Internal Signoff
  • Customer Signoff
  • Requirements Gathering
  • Technical Requirements
  • Business Requirements
  • Program Guide
  • Internal Signoff
  • Customer Signoff
  • Program Preparation
  • Training Design and Development
  • Training Material Development
  • Human Resources

30
Project Management Methodology
  • Contact Center Start-Up meeting
  • Review internal/external program goals
  • Contact Center Manager
  • CSR Training
  • Training Delivery
  • Campaign simulation set-up
  • Staff Readiness Review
  • Campaign Simulation Meeting
  • Role playing
  • Project Live
  • Post Launch Analysis
  • First week results
  • Written assessment of process
  • After Implementation Report
  • Transition to Account Management

31
Call Quality Audits and Call Monitoring
  • Comprehensive quality Management Program through
    Call Quality Audits and Call Monitoring
  • Call Monitoring Capabilities
  • Nice quality monitoring software
  • Wave files are verified by Quality Team
  • Client chooses the media of storage and access to
    files
  • Remote monitoring facility, if required

32
Quality Deliverables
Deliverables
Tools of Measure
Components
  • Remote Monitoring
  • Live/Recorded
  • JMS
  • Side-by-Side Monitoring
  • Sales Data
  • Monitoring by Q-Reps
  • Sales Data Analysis
  • Monitoring by TMs

Measurement of Agents
  • Overall Score
  • Accuracy (Compliance)
  • Score
  • Quality Score
  • Language
  • Monitoring Score

Scores
  • Feedback from floor

Measurement of Processes
  • Call Process
  • SLA related metrics
  • Issues
  • Focus Areas
  • Training Needs (In conjunction with Ops
    Training)
  • Feedback from Client
  • Sales Data
  • Performance Metrics
  • MIPs, Coaching documents, Feedback Analysis

Corrective Measures
Client Feedback
  • Calibration Calls
  • Client Monitoring
  • Calibration Scores
  • Coaching Feedbacks

33
Quality Processes
  • Monitoring
  • Coverage
  • 2-3 calls per agent per day (i.e. 12-15 calls
    per week)
  • Measure
  • Accuracy and Quality Scores
  • Auto fail categories
  • Tools
  • Nice Recordings
  • Live Avaya Monitoring
  • MIP PROCESS
  • Coverage
  • Weekly
  • Basis
  • Accuracy and Quality Scores
  • Auto fail categories
  • Raw Survey Data
  • Floor observations
  • Client Observations
  • Tools

34
Quality Process - Monitoring
  • Get a consistent and accurate monitoring score
  • Get meaningful sample size which is more
    representative of agent performance
  • Higher probability of getting a variety of calls
  • Fairer and just way of grading performance
  • Weed out non performers

35
New Hire Monitoring
36
Service Levels Response Time
  • Average daily call volume
  • Average22,800 calls (inbound and outbound) per
    day
  • During the busiest week210,000 calls
  • SeasonalityMinimal
  • Service level ( in 20 seconds) and wait time
    (ASA) during four busiest half hour
    increments.85 in 20 seconds
  • Call Metrics
  • Wait time (Average Speed of Answer (ASA)20
    Seconds
  • Abandoned calls ()2.5
  • Service level ( of calls answered in 20
    seconds)85

37
Service Levels Response Time
  • Hold time (in seconds)
  • Maximum 30 seconds
  • Productivity Average number of calls processed
    per agent per hour
  • 3 minutes Call Duration - 18 calls
  • 5 minutes call duration - 10 calls
  • 10 minutes call duration - 6 calls

Capacity Planning Scheduling
  • Specific Objectives set for Each Project
  • Forecast Call Volume for Each Project
  • Project Specific Staffing
  • dedicated agent
  • multi project agent
  • Optimized Scheduling Processes

38
Personnel Management
  • Established Recruitment Policies
  • Developed Recruitment Processes
  • Established Pay/Reward Structures
  • Career Development Programs
  • Job Enrichment Programs
  • Remuneration, Incentive Schemes
  • Hiring procedures
  • Vocabulary test
  • Preliminary Interview (with HR)
  • Group Discussion
  • Presentation Skills
  • Reading Skills
  • Final interview (CEO)

39
Training
  • Comprehensive Training for Reps
  • Accent Neutralization Voice Training
  • Accent Training American, British and Mandarin
  • Selling Techniques
  • Telemarketing
  • Software Systems Training

40
Value Added Offering
  • Full Suite of call center infrastructure and
    technology in place
  • CMMi Level 5 certified company and currently
    being assessed for PCMM Level 3
  • Capable of real time remote monitoring facility
  • Capable of live call transfer
  • End-to-end solutions and complete ownership of
    processes and technologies
  • Custom fit for your business processes
  • Significant cost savings, improved process
    management and enhanced profits
  • Speedy deployment
  • Strong domain and industry knowledge
  • Good track record

41
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