BPO (Business Processing Outsourcing)

There is commonly two types of outsourcing to BPOs - front office or back office. Front office often involves direct contact with your customers either through contact centre style operations or web based/ digital communication. Back office can involve any functions that supports your business including IT systems & service, processing, analysis… the list is endless.

Our team help you to transition your processes & service to high quality BPOs. For Australian based firms, most contact centre functions are successfully outsourced to Manilla and back office functions to India. There are also great opportunities to obtain IT developer services in China. Our team can arrange for the entire program from business case development, analysis and arranging tenders to full transformation. This includes liaising with the necessary government regulatory bodies.

Captive Or BPO Captive

BPO captives are wholly owned BPOs with their own resources & facilities as opposed to a third party vendor. A Captive arrangement is a business unit of the same organisation functioning offshore or in a more cost effective region.

Engagement Edge can implement your full transition to a Captive arrangement or engage with a captive BPO to assist in streamlining your organisation’s goals and increase value. We can prepare your organisation to offshore ICT or Business processes to ensure success. Our experienced project & program managers will work with your teams to understand and organise your work streams, mapping the process and formalising procedures, so functions are clearly defined. We can arrange for optimisation and shift, lift & shift or shift and transform to support your goals.

Benefits

Labour arbitrage or the profitability of utilising lower cost resourcing is often a motivation for outsourcing or offshoring. However there are substantial benefits from utilising third party IT systems or specialised skills which far outway simple resource savings.

Engagement Edge can provide analysis on cost benefits, impacts and productivity. We can show you how to improve your core functions onshore and supplement business processes offshore to provide your customers with value add service. IT enabled services and telecommunication specialisations through outsourcing arrangements can help your company focus on the true intent of its services

Considerations

Engagement Edge are experienced outsourcing professionals and we can ensure common pitfalls and risks associated with offshoring are mitigated. Issues such as creating dependencies in the offshore vendor, negotiating legal contracts (particularly defining service credit arrangements), overcoming cultural barriers, change resistance in existing teams and communication barriers along with confidentiality and privacy issues.

Our team of specialists can complete full risk profiles and analysis prior to commencing the program along with full transformation management and maintenance after implementation.