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Kaya Systems LLC provides Virtual Assistant (VA), Business Process Outsourcing (BPO), Technology, and Consulting services. Our strength lies in our ability to combine onshore and offshore resources to deliver quality solutions at the best possible price. |
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Home / Business Process Outsourcing (BPO) |
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Business Process Outsourcing (BPO) |
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Any BPO endeavor must be looked at from a collaborative perspective. The first step in an engagement is to determine the risks involved in outsourcing the particular process and the steps needed to minimize those risks. The risks can be classified as: | ||||||||||||
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To address the above a performance measurement matrix is developed that addresses client operational performance requirements. If order processing is required, what is the acceptable numbers of orders processed per hour? What is the acceptable tolerance around that rate? What is the acceptable error rate? What type of training is required to reduce the error rate? Similarly, what is the acceptable network uptime? It doesn’t do the client any good if productivity and quality are acceptable but the network is down more than the acceptable limit. | ||||||||||||
Similarly, strategic and capability risks should be addressed to alleviate client concerns. Once the client is comfortable with the steps taken to minimize risk, the next step is training. It is important that training begins with an overview of the company and how the outsourced function is critical to its operations. More often than not, this is overlooked or is not considered important. As a consequence, the offshore team is not able to relate to the client outsourced process. Last but not the least, the outsourced process must have inbuilt redundancy. The inflow of new trained associates must equal the attrition or turnover rate. The performance measurement matrix should drive the redundancy and training required. | ||||||||||||
With the exception of the level of skill set, Knowledge Process Outsourcing (KPO) requirements are no different than BPO. The risks involved are the same but with different weightage; strategic and capability risks become significantly more critical. KPO has more potential for collaboration than BPO, but at the same time it requires a certain level of maturity in understanding the pitfalls and risks involved. Some of the services we provide include but not limited to: | ||||||||||||
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Kaya Systems with its experience in BPO and KPO services is well placed to provide quality service. We will work with you to understand your business requirements and devise a solution that fits your needs. Our low cost structure and American educated and trained managers will ensure a cost effective solution. We may not be the lowest rate provider but we strive to be the lowest cost provider. | ||||||||||||
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