THINK GLOBAL TEAM
BPO FOR CORPORATIONS
Business Process Outsourcing (BPO) for corporations goes beyond the simple task and role outsourcing to a more planned, structured approach to take into account the stakeholders, staff, technology, processes, risks and potential barriers. However, since the benefits of BPO to the Philippines can be significant in terms of cost savings and increased productivity, every corporation could consider this alternative approach, as it is clear that BPO is here to stay.
The depth of experience and skills within the BMG group, both in Australia and Philippines, place us in the top category of BPO providers in the world :
- We have successfully placed in excess of 100 staff over the past 5 years with an attrition rate of less than 1%.
- Our goal is to build quality long term partnerships with our clients, not to be the biggest bpo company as biggest is not always the best.
- We focus on the correlation between recruitment, culture and performance with our “Think Global Team” methodology.
- We aim to provide long term security and careers for our team members to maximise your investment in training and development of your team.
- We seek to implement world best practices in outsourcing.
- We work with our clients to ensure their procedures and processes will adapt to business process outsourcing.
- We seek to identify and minimise risks.
We recommend the first step in BPO is to attend our “Get Ready to Outsource” workshops tailored specifically to your business, to include :
- Cost/Benefit analysis of bpo and alternatives
- Review of your business mission statement and vision
- Identify new opportunities to improve the business by outsourcing
- Review of systemise and processes for outsourcing readiness
- Risk analysis
- Definition of core/non core processes
- Legal requirements
- Skill set/resource availability
- Staff recruitment
- Hardware /software / technology
- Contractual obligations
- Developing processes and operating procedures
- Communication plans
- Training and development plan
- Project management, timelines and milestones
- Performance measurement
- Personnel management and evaluation
- Managing growth with current resources
- Performance management / analytics
- Customer points of contact
- Change management
- Constant process improvement
STEPS IN BPO
It is often harder to have your Australian team adapt to work with an offshore team than for the offshore team to learn the Australian processes. BMG alerts you to the perceived threats and communication barriers, to facilitate change management and to define roles.
If requirements or specifications are not clear, it infringes successful collaboration, causes frustration though repeatedly asking for clarification and lack of confidence in the strategy.
For more information on engagement models refer https://blogs.deakin.edu.au/apprj/wp-content/uploads/sites/33/2014/02/12-sinclair.pdf
BMG Outsourcing agreement includes a “risk mitigation strategy” and “business continuity and disaster recovery plan”. It is important to recognise that your company and the outsourcing provider SHARE RESPONSIBILITY for the risk management of the data, and both must take adequate steps to recognise the responsibility and confidentiality of the data they handle, manage the process and prevent downtime and interruptions. The process requires transparency of the security policies followed and regular evaluation.
- Your rights to retain your trained staff and move to an alternative provider are clear
- A clear definition of the exit penalty clauses, length of notice required
Harsh restrictions are not placed on staff seeking alternative employment if the role does not suit.
As your company grows, you may consider setting up your own office – so make sure your staff can move with you.
BMG “BPO READINESS” PACKAGE
Your Transition Plan:
BMG Outsourcing offer a flexible bpo solutions readiness package to suit your requirements- where you pick the parts you require. We work with you to ensure the elements are in place for a successful transition, you have identified your KPI’s and measurable outcome, that checkpoints are defined and there is minimum disruption to your operations. Our Australian team are key stakeholders in assisting with your process definition. Our Philippines Serviced Office Account Managers play an active role in implementing the processes and continually assessing the outcomes by reporting back to the stakeholders and participants.
How to Evaluate Outsourcing Services
Based on the outcomes and evaluation of the above planning process, you can make an informed decision on the level and type of bpo services you require. Whether it is a Serviced Office, your own staff or establishing your own office, BMG Outsourcing can advise.
