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BUSINESS PROCESS OUTSOURCINGIn The Philippines
Lean-Cost Center Mobilization PlanAnd
Service Delivery Design
US$ Earning Business – An export-oriented business that earns in revenue from offshore sources and gets government support, such as multi-year Income Tax Holidays and duty-free equipment importation.
Business Diversification –BPO Centers can be a growth and income investment, as well as an excellent complement to existing commercial activities and cost-averaging your other cyclical and established businesses.
Competitive Advantage - BPO operations harness the skill sets available in the Philippines, such as English communication, computer interface and intellectual intensive activities.
Compelling Business Proposition
TranscriptionTranscriptionMedicalMedicalLegalLegal
SubtitlingSubtitling
Contact ServicesContact ServicesCustomer ServiceCustomer Service
TelesalesTelesalesBilling and CollectionBilling and Collection
Shared ServicesShared ServicesFinance and AccountingFinance and Accounting
Human ResourceHuman ResourceTrainingTraining
Media ArtsMedia ArtsGraphic DesignGraphic Design
AnimationAnimationPost ProductionPost Production
EngineeringEngineering CADCAD
Design ReviewDesign ReviewTechnical DrawingsTechnical Drawings
One Center
Multiple Functions
Projected Major Lines Of OperationsOur Goal is to launch operations on BPO areas where we can immediately gain competitive advantages
2006 2007 2008 2009 2010 CARG %
Contact ServicesInbound and Telesales
1,024 1,792 2,688 3,488 4,192 24.2
Back Office Shared Services
288 488 880 1,496 2,392 67.8
TranscriptionMedical and Legal
187 329 600 1100 1,913 89.7
SoftwareDevelopment
272 374 561 850 1,275 43.1
AnimationDesign and Digital Content
124 211 367 604 967 59.3
EngineeringCAD and Technical
68 102 170 255 357 49.4
Revenue Forecasts In IT Enabled Services In The Philippines Through 2006-2010 in US$ Millions and Cumulative Annual Growth Rate
Source: Business Processing Association of the Philippines
WHAT IS A CALL CENTER?WHAT IS A CALL CENTER?
A Call Center is a Centralized Office where a inbound calls are received from its customers, as
with customer service or technical support
Call Centers may also be offices that make outgoing telephone calls to customers, such as those used in
telemarketing, order management and even appointment setting.
The term Contact Center is often applied when such multiple functions are blended and delivered in one office.
Today’s Business Trends Say…
An average of 41% of new call center and BPO development activity is now outsourced. Up from 35.9% last year.
META Group, 2005
“ Organizations use external service providers – to deliver sales operations, customer services and marketing support – to augment and improve internal resources.
Going offshore and using the economics of offshore outsourcing is a competitive option for medium to large companies since cost reduction is a must in every operating efficiency strategy .”
-Dr. Howard Rubin, META Group executive vice president.
PER TRANSACTIONThe client pays the center on the actual work performed.
Also knows as Pay Per Performance, this payment scheme is maximized in Sales, Appointment Setting and other specialized transcription or data encoding activities.
BPO Business Revenue Channels
FOUR TRANSACTIONS Per Person Per Day @ US$14.00
Per Transaction = US$56.00
US$56.00 divided by 8 HOURS that makes at least US$7.00 PER HOUR.
Transactions may include telesales, mortgage lead generation, appointment setting and customer call backs. More complex transactions like billing and collections pay higher fees per transaction.
The Enabling TechnologiesThe Enabling Technologies
Agent Headset PortsDial Back
Line side T1 circuits
Allows voice connection to dialer
E t h e r n e t
Campaign Director Workstation
CONTROL
Host System Connection
Dialer
IP Device at Location
IP Device at Off Shore
Location
RemoteAgent
Phones and PC’s
Privately Leased Circuit
(IP)
Remote Via Local Switch Device Supports Traditional Telephony and/or VoIP
Outbound Calling
DATA VOICE
Data Connection from Off Shore
VPN Connection WAN to LAN
What is VoIP - Voice Over Internet Protocol?
VoIP - Voice Over Internet Protocol - simply means what it implies: sending voice
conversations through the Internet. Rather than sending voice through the traditional
telephone networks owned by the telephone conglomerates, VoIP uses the Internet as its medium to send voice. Since voice is
nothing more than data, any Internet connection in the world can be used as a
VoIP terminal for making calls with the use of a VoIP gateway or an IP Phone.
Cost Benefits of Choosing VoIP· Equipment costs are cheaper than traditional
telephone switches· Exempt from FCC tariffs allowing for lower costs
· Point to Point environment - no toll charge· Technicians are readily available
EADS
ENGAGE AGREE DELIVER SCALE
INVE
STOR
AND
PAR
TNER
INVE
STOR
AND
PAR
TNER
LEAN
-COS
T CA
LL C
ENTE
R TE
AMLE
AN-C
OST
CALL
CEN
TER
TEAM
We develop the Lean-Cost Call Center Mobilization and
Management Plan
We present the business plan with the value
proposition of starting a lean-cost call center.
Prospective Investor and Future Partner evaluates the plan and aligns it with own
business goals
Investor and Partner is convinced of the
business assumptions and commits to the
venture
Venture Agreement
Docmentation
Service Management
Documentation
OwnershipJoint Venture
Venture Capital
Firm Mobilization Plan and
Committed Budget
Suppliers and Service
Providers Are Contacted and Co0ntracted
Governance Model
Call Center Goes Live and brings in
the revenues.
Clients Are Solicited and Contracts Are
Assured
Contracts Are Signed and Go-Live Date Is Set.
Statement of Work
Call Center performance is evaluated and
measured against business goals and
milestones
Investor and Partner works with Call Center Management to sustain
call center performance.
Determines if venture has earned as it
has projected.
Decides to scale the business
Discusses with Call Center
Management ways to grow the business
Updated Business Plans Developed
Call Center Management
Starts Work On Scaling Call
Center
BPO Project Launch Workflow
The BPO Center can be launched fully operational in 45-60 days.
BPO FacilitiesExcellent Service Delivery can Only be Made
From Excellent, Work-Centric Offices.
Every center’s goal is establish office facilities that promote a working environment that enabling a functional and optimal performance.