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Outsourcing Advisory Services
Business Process Outsourcing
Business Processing Outsourcing (BPO) plays an increasingly vital role in the creation of shareholder value as organizations attempt to devote greater attention to strategic, differentiating activities. While many organizations have outsourced a number of their business functions or are currently exploring BPO options, the potential benefits often seem quite compelling in high level discussion but elusive in execution. While BPO can provide significant benefits, the actual path to success is fraught with challenges ranging from gaining alignment and buy-in from all key stakeholders and decision makers on the initial business case through vendor selection , performance, and management.
We help clients manage the end-to-end BPO process. We offer our clients objective advice and proven approaches and methodologies through a broad and deep set of services focused on managing the complexity of the business justification, vendor selection, contract negotiations, and outsourcing transition.. We offer BPO assessment, vendor selection and transition services for virtually all key business functions, including:
Customer Care Operations
Our practitioners have guided our clients through customer care outsourcing transactions for as few as 50 seats as well as over 5,000 seats. We have deep experience in the on-shore, near-shore, and off-shore market models, and understand vendor cost structures, price points, and service level capabilities across each of these segments.
We have hands on experience in virtually all contact center service areas including:
- Inbound Services: Customer Service/Support, Help Desk/Technical Services, Retention/Affinity, Acquisition, Cross Sell/up Sell, etc
- Outbound Services: Retention/Affinity, Telesales, Lead Generation, Warm, Welcome Calls, Enrollment, etc.
We also understand how to best structure a contact center outsourcing contract along with the key deal terms and levers, including:
- Asset Disposition, e.g., asset sale and transfer
- Financial Structure, e.g., gain sharing options, performance incentives for reducing live agent call volumes, etc.
- Onshore vs Near shore vs Offshore considerations
See also Contact Center Technology in Technology Outsourcing.
Payroll and Benefits
Many organizations have found that internally managing all of their human resources activities often gets in the way of growth and their ability to invest in core activities. They complain that the development and ongoing maintenance of HR processes and systems create significant challenges and, as a result, these organizations often turn to the expertise of external providers to manage the load and implement best practices.
We provide services spanning HR BPO opportunity identification, vendor selection, negotiations and vendor management for the following areas of Human Resources:
- Transactional HR processes such as Payroll, Training and Development, Recruitment and Selection, Compensation, Benefits, Employee Data Mgmt
- Key Judgment-based HR processes such as Performance Management, HR Design, and Regulatory and Compliance
Finance & Accounting
Finance and Accounting (F&A) BPO plays an increasingly important role in the creation of shareholder value, as organizations focus greater attention on strategic, differentiating activities while outsourcing their non-core processes. The outsourcing of some F&A processes, such as accounts payable and collections, is a mature proposition and opportunities to leverage offshore resources have significantly improved the value and benefits derived.
We provide services spanning F&A BPO opportunity identification, vendor selection, negotiations and vendor management in the following areas:
- Transactional F&A processes such as Accounts Payable, Accounts Receivable, Collections, Fixed Assets and General Accounting
- Key Judgment-based F&A Processes such as Decision Support, Budgeting, Forecasting, Management Reporting, Treasury and Cash Management
Corporate Real Estate Services
The outsourcing of Corporate Real Estate (CRE) services has increased steadily during the past five years - a trend that is expected to continue, if not accelerate. The CRE function has become an integral component of the corporate strategy and business planning functions, but at the same time has been pressured by corporate finance to become more operationally lean and to implement critical cost savings programs.
We support our clients' CRE function in assessing the implications and trade-offs among in-sourcing, out-tasking, and out-sourcing the CRE function. Specifically, we have performed:
- Market assessment and trend analysis in the CRE outsourcing space
- Vendor spend and fragmentation analysis required to support in-source versus outsource and vendor consolidation decisions
- In-source versus outsource assessments across the major CRE domains - transaction management, lease administration, project management, and facilities/property management
- Transaction support relating to the design, development, and evaluation of RFx's for CRE outsourced services
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Our Business Process Outsourcing expertise includes:
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