Advantages of outsourcing

After working for many years on BPO projects that were outsourced from US and Europe. It is going to be very difficult to talk about advantages to customers in a crisp way. Experiences with Airline business is one area I would share first...Wait before I move on, I'd like to remind the natural disasters that have happened around the world, revolts in north Africa(upraise) that caused severe business loses which could have been avoided with outsourcing partly.

The Travel (airlines/hotel) projects are very critical projects for clients because customers calls are required to be handled with minimal abandon percentage, for example you'd need to find your missing baggage or unaccompanied minor and of course cancellation & amendments.

   More times than not customers will call the call centre for delay / cancellation in flights due to catastrophe such as hurricanes, earthquakes etc. A hurricane in US can cause flights connecting via major hubs much delay. It in turn effects Hotels reservations as well. Well during these times many outsourced companies go extra yard in order to provide support beyond agreed SLA's which is priceless.(Catastrophe planning and management)

Many advantages comes with outsourcing especially to a  multicultural place like Bangalore.

a) Recruiting cost reduced, there would be buffers and also refiling periodically by vendors.

b) Revenue increase.

c)Resources are staffed on US/UK holidays and weekends.

d) Bring up C-Sats levels

e) Have separate Quality , CSAT and Training Team

f) Increase focus on core competencies.

g) Would have BCP and RARTP plan from Vendors (2 centres to run) including data security etc. With ISMS policy introduced by many companies all the risks are covered benefiting the customer.

Finally like to end short , most efficient way to handle spikes and focus on core competencies is through outsourcing.

Cheers

SH

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