Introduction

Business process outsourcing, or BPO, is a business practice in which one organization

hires another company to perform a task (i.e., process) that the hiring organization
requires for its own business to successfully operate.

BPO has its roots in the manufacturing industry, with manufacturers hiring other
companies to handle specific processes, such as parts of their supply chains, that were
unrelated to the core competencies required to make their end products.

Types of BPO

Because companies around the world provide BPO services to other organizations,
BPO can be divided into different types based on the service provider's location.

• Offshore outsourcing, or just offshoring, occurs when an organization

contracts for services provided with a company in a foreign country.
• Onshore outsourcing, or domestic outsourcing, happens when an organization
contracts for services provided by a company that operates in the same country
as the hiring organization.
• Nearshore outsourcing is when an organization contracts for services provided
by companies based in neighboring countries.

1. CRM strategies of companies taken:

Understanding the customers these days would here require listening to all their clients
and customers, resolving the one-time problem. And in order to stay competitive the
organizations would here require a 360 view of their clients and customers, their full
history with the brand starting from the purchases to service request and every detail
making their business valuable to the company.

Many would here claim that the CRM software solutions play a major role in contact
center services, where the process turns to be more streamlined and the focus would
here be on the optimizing the sales and services in a much more efficient manner. Given
here are the five different ways CRM in a call center industry help you get the most out
of your business.
Effectively handling the interactions of the clients and customers:

CRM software generally empowers a comprehensive customer view which would in

turn lead to effective interactions in your business. Comprehensive view would here
help the staff members to comprehend the clients and his perspectives using previous
log making strategic interaction plan to deal with his concern.

a. Cost effective software:

CRM software is one of the most cost-effective solution for call centers. It helps in
reducing the overall operational costs by cutting down the training expenses and call
handling average time.

b. Increased sales:

One of the major CRM benefits in a call center industry is the solution of driving in a
greater number of sales. The sales associated would here help in managing the current
customers and their pre – sales queries, accessing the transaction history, processing
orders, issuing credits or checking warranties and the last but not the least handling post
sales services. Through the CRM software they would also engage in cross selling, as
sales history in the data base providing valuable information regarding customer buying
habits and preferences that is ideal enough for promoting the products and services.

c. Super Customer Experience:

When an agent delivers timelines, precise information and personalized touch then the
stage is all set for a greater customer experience. The benefits of CRM streamlines data
management and efficiency fostering a greater brand loyalty and customer service
retention. A CRM software is also considered to be an ideal solution for the recording,
analyzing the feedback regarding the products and services that they have been dealing
with. Such feedback is important in understanding customer needs creating more
meaningful customer experiences.
 d. Greater efficiency and productivity:

Using a CRM software for your call center industry, your agents could here quickly
create incoming cases, tracking them with a great ease escalating them whenever
required or necessary. Call center can be automatically routed to the appropriate agent
and updates made during the real time, giving the real estate agents the ability to
respond exchanging information quickly and efficiently.

e. Enhanced reporting metrics:

Call center mangers give the managers all the required information that they need in
order to make strategic decisions. The ability to analyze the call volume, case categories,
case time, up sell rates, and revenue per call are just few of the reports available in order
to assist the management team.
To conclude CRM benefits are numerous but the overall efficiency of the solution
coupled with its potential for driving in more number of sales and customer satisfaction
making it essential enough to run a successful contact center for modern times.

2. Methods used for acquisition of data:

BPO's strategic customer acquisition and retention services are crafted to carry out
professional campaigns to acquire new customers thick and fast. We are driven by a
team of trained and skilled professionals, and we execute our customized campaigns
based on a complete understanding of our client's target or precise demographic.

a. Generating Sales and Leads:

Whether it's cold calling, lead generation or qualification; our team of trained and
experienced professionals at BPO can handle calls on your behalf and transfer only the
most qualified and prominent leads to your sales pipeline.

b. Verifying contacts

The success of a business hugely depends on the verification of all the business
information required for distinct functions. We at BPO offer best in the market CRM
verification services. We not only verify data but also develop a result-oriented database
which is effectively comprised and processed with contact details.

c. Documenting and processing orders

We at BPO can help you set up a full-fledged call center team to receive, process and
manage all inbound sales orders from various channels. You can also use our team to
take care of order status monitoring and updating clients through SMS, email or a
scheduled call back.

d. Scheduling appointments

If you're planning on streamlining the process of appointment requests in a productive

way, then BPO is here to help you out. Our team can help you track schedules of your
expert's availability and ensure maximum utilization of resources.

e. Cross-sales and up sales

Our agents at BPO have substantial experience in cross-selling and up-selling, they can
help to introduce unique techniques at any stage of the sales process to increase sales
and enhance the value that a particular customer gets from a purchase.

3. Filtering and validation methodologies used:

For successful marketing campaigns, it is pivotal for organizations to have easy access
to accurate and authentic database. Capstone houses a resource pool of dedicated and
able professionals who provide high-quality data verification and validation services to
enhance your existing customers’ dataset. Our services include verifying and validating
prospects’ residential/official addresses, postal codes, email addresses, phone numbers,
etc.

Having access to state-of-the-art technology and tools, our experts scrutinize your
dataset and implement proven methodology to authenticate your records and ensure
that they are accurate, consistent and up-to-date.
Our process when you Outsource Data Validation Services to us

We employ automated as well as manual processes to examine and verify your data
against internal as well as external sources of information. Our experts identify gaps,
redundancies and inaccuracies in the database. Further, they review, validate, cleanse
and normalize your database while ensuring that it is accurate and updated.

With in-depth research, we improve the quality of your data and cross-check the entries
across all the available sources, online as well as offline. Through our data verification
and validation checks, we make sure that your records are current and correct to the last
detail.

Benefits of data verification and validation

• Helps in successfully implementing email marketing campaigns and generating

higher ROI
• Enables quick and accurate decision-making process
• Reduces cost of mailing

4. Customization methods:

Implications of customization to the BPO industry

The move towards customization of service offerings will present the BPO industry
with not only opportunities in being able to move up the value chain but also pose
several challenges. Some areas of concern that the industry must first address in the
path to customization are:

a. Building partnerships with clients

The need to custom build solutions will require BPO to build relationships with the
client that goes beyond the standard buyer - seller-of-services model. Gain-sharing
revenue models will gain prominence
 b. Creation of knowledge base

The BPO industry will be required to acquire industry specific knowledge and
capabilities in order to design customized solutions

c. Investment and higher risks

Investments in effort and manpower will be required to move up the value chain. The
creation of niche solutions will also involve increased risk in the reduced marketability
of these investments across industries/customers

d. HR management

Higher quality of resources needed to staff these engagements will bring a renewed
focus on attrition, skill management and talent retention.

The BPO industry’s prime responsibility will now focus on supporting their client’s
strategies with customized offerings for individual clients. For instance a client with
visibility issues due to multiple legacy systems from a history of acquisitions will
benefit from a custom built platform based solution that will sit across the various
legacy systems and provide a single overarching view of the entire system. Similarly a
client with a loosely coupled horizontally integrated supply chain would benefit from
service offerings that enable trading partner support such as PSS (Partner Sales Support)
or PMS (Product Management Support) which will help align and manage the varying
goals of the different components of the value chain with the corporate mission of the
nucleus firm.

5. Customer privacy data policies of companies:

With the ever-growing technological advancements and the increasing use of Internet
worldwide, the data security and privacy have always been a primary concern for the
business process outsourcing companies as they are responsible for the stakeholders
including the vendors, suppliers and the client-companies. Since most of the
transactions takes place over Internet and in most cases the data processing is done by
offshore BPO service providers, they demand for secure environment. In fact, the recent
studies reveal that, at times, vendors even considered amending the contract agreements
so as to make these companies liable for breach of security.

a. Control Over Technology

Enforcing strict data privacy would help the BPO companies stay ahead of others.
Therefore, taking stringent measures to control information leakage from the company
via Internet or other means has become a necessity for their survival in the industry.
Using appropriate software to block any attempts made to download or copy files/ data
from the company’s system and preventing unauthorized access to systems/ files/
folders helps overcome data loss.

b. Control Over Internet/ Cloud

Large firms that outsource to BPO companies actually risk their data. The vendors are
now increasingly becoming conscious about the data security as the processing these
days take place on cloud or even at the client’s environment. The information security
is, thus, becoming critical day-by-day. Besides, inclusion of the client’s environment in
the Risk Management Process is being accepted by few BPO companies while others
consider it as the responsibility of vendors. Thus, companies now go beyond just
internal security and make sure of cloud security/ network security to prevent any
unauthorized access and have control over the data.

c. Control Over Employees

⚫ Signing Non-Disclosure Agreement with employees and letting them know about
the potential risk associated with the data security.
⚫ Blocking the Internet access wherever it is not necessary on the floor.
⚫ Preventing employees from carrying information through any means- paper, USBs,
mobile phones or any other recordable devices by adopting stringent policies.
Creating a paperless environment and prohibiting people from bringing devices to
the office premises would prevent any information leakage.
 d. Disaster Recovery and Information Security

The whole plan of disaster recovery cannot be complete without the data security plans
and thus the right planning and strategies for disaster recovery management that can
sustain any kind of infrastructure failure would not only support ‘business continuity’
but also prevent data theft/ loss in the midst of crisis.

e. Develop and Adopt the Best Practices

Due to mounting cybercrimes, the threat of data loss/ theft is widely prevalent in the
industry. Developing the best practices that fit the company’s policies that cater to
internal security/ network security would keep hackers away from the company’s
critical information. This way, the company also commits itself to data protection while
ensuring compliance for its clients.

Constant monitoring of business functions and continuous assessment, evaluation and

improvement of information security measures that match with industry standards and
foreseeing the possible vulnerabilities/ threats that could arise in future, would prevent
the information theft/ loss.