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We recently wrote about the types of business processes companies outsource the most, but why are U.S. companies choosing BPO to meet their needs? Let’s take a look.
It is surprinsing to learn that outsourcing doesn’t necessarily mean moving operations offshore. While many companies do choose to tap into a global workforce, there are offshore, nearshore, onshore, off-site and on-site options. Sometimes U.S. companies outsource only the management component or outsource a portion of a process and keep operations in-house even though they’re technically outsourcing.
As organizations flourish, demands placed on back-office staff grow. Time-consuming and repetitive tasks place a serious drain on the existing team and building out these areas, especially if the existing processes aren’t being handled in an efficient way, diverts attention from what matters most—core business operations. U.S. companies use BPO so they can focus on serving their customers and expanding the business even more.
Imagine if 22% of your customers could not communicate with the representatives in your contact center. This is a reality for companies that don’t offer bilingual customer service. Now, imagine if it took several days or even a week or more for incoming forms to be processed or letters to be routed to the appropriate department. Your company might be leaving money on the table, losing customers, or creating bottlenecks. This is the reality for companies that aren’t leveraging high-volume data capture, document processing, and mailroom services. Outsourcing key back-office processes have the potential to improve service for your internal team and customers alike.
Even companies that don’t choose outsourcing exclusively for cost are still concerned about the savings. By creating greater efficiency, eliminating redundant processes, and eradicating bottlenecks, companies have considerably lower operating costs.
When resources, including people and money, aren’t being needlessly tied up, they can be redirected to core business functions that will spur greater growth.
Research from FEMA shows that 20% of larger companies spend more than ten days each month on their business continuity planning. That way, all their essential functions can still be carried out regardless of whether there’s an earthquake, flood, infrastructure failure, or another event. By comparison, 40-60% of small businesses never resume operations after a disaster. Quite simply, they aren’t prepared for the worst, and it results in very unfortunate outcomes. U.S. companies use outsourcing to address continuity. They may entrust their outsourcing company to handle all continuity planning for a specific process or they may simply leverage the power of outsourcing to spread processes out across multiple locations. If a location-specific issue occurs, auxiliary locations can accept the overflow.
How much mail should your company be able to process each day? How many calls should a representative be able to effectively handle in an hour? What amount of errors are acceptable in data entry? Most companies can’t answer these questions and quite a few don’t even attempt to monitor or assess the data. If you can’t measure it, you can’t improve it. When you work with a business process outsourcing company like DATAMARK, we not only tackle the tracking and reporting but give you real-time access to the data. We want you to know how we’re performing to ensure you see the value we bring to the table.
With three decades of experience across a wide variety of business processes and custom solutions for each organization we serve, DATAMARK, a U.S. outsourcing company founded and based in El Paso, Texas, will help your company achieve its unique goals across all the areas outlined here. Check out the DATAMARK services page or contact us directly to learn more.
