Infosys BPO Limited V1.

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BPO : AN OVERVIEW


What is business process out sourcing?

Business process outsourcing is a form of business operation which involves the
contracting of some of the non - core operations to a third party service provider. The
kinds of functions outsourced could be back office functions such as finance and human
resources or front office functions like customer related services. It is closely linked
with IT services and thus falls within the category -ITES which is information technology
enabled services.

When work is contracted to a provider outside the country it is called off shore outsourcing, to a neighbouring
country - near shore outsourcing.

The two parties involved in this contract are called the client (the one who outsources ) and the service
provider( the one to whom it is outsourced).

For instance a bank could outsource the handling of its credit card payment collection to an external agency.

















What Kind Of Work Is Outsourced?

Typical processes that are outsourced are:

Activities that have high volume - technical help desk services
Activities that can be centralized or consolidated core banking
Non-core jobs bill payment
Activities that do not involve local interaction data entry


Some sub segments of BPO are:
KPO: investment research service, patent
research
LPO: document review, legal research and
writing
APO: outsourcing creation of software
RPO: part of recruitment processes outsourced
to external provider
EPO: structural design, construction
management

Why companies outsource - advantages for the
client:
Productivity Improvements
Access to domain expertise
Improved Human resources
Operational cost control
Opportunity to focus on core business
Enhanced capacity for innovation
Tax Benefits



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Kinds of services offered by BPOs

1. Customer Support Services: Customers calling to check their account status.
2. Technical Support Services :Providing problem resolution for customers on queries related to computers
and other electronic products.
3. Telemarketing Services: prospecting with new leads to promote or cross sell products like telecom services.
4. Employee IT Help-desk Services: Providing technical problem resolution related to IT operational issues.
5. Insurance Processing: Policy maintenance and claims processing, out bound sales of insurance.
6. Data Entry Services / Data Processing Services :data capture form hard copy, image transfer, yellow
pages, taped transcription
7. Data Conversion Services :Conversion from PDF to word or HTML, data compilation, ebook conversion
8. Scanning, OCR with Editing & Indexing Services :Image scanning, conversion from paper to e file
formats
9. Book Keeping / Accounting services: Account receivables and payables bank reconciliation , financial
statements etc
10. Form Processing Services: Filling in insurance claims ,payroll processing , online form processing etc
11. Internet / Online / Web Research: web and mail listing research, market survey and product research.

Serivces that BPOs take on






















Insurance
Accounting
HR Services
Document Review
Banking
Telecom
Retail
Billing
Knowledge Services
Document Review
Financial Services
Energy
Healthcare
Airlines