How BPO Vendor Managers Can Crush KPI's and Reduce Cost by Leveraging Automation in 2023
Updated: Mar 20
As the business world continues to evolve, it’s becoming increasingly important for companies to stay ahead of the curve when it comes to their operations. One area that is particularly ripe for innovation is the realm of Business Process Outsourcing (BPO). For many years, BPO has been a valuable tool for companies looking to streamline their processes and improve efficiency. However, with the advent of new automation technologies, BPO is set to undergo a major transformation in the coming years.
Stealth Scaling, a company that provides automation-as-a-service, uses a combination of Robotic Process Automation (RPA) and human talent to automate traditional BPO services, and the results have been impressive. By using automation to handle routine tasks, Stealth Scaling is able to save companies money while simultaneously improving customer satisfaction, service level agreements, and other key performance indicators.
So why should BPO procurement managers be considering new automation solutions in 2023?
First and foremost, automation can significantly reduce the number of Full-Time Equivalents (FTEs) needed to complete a given task. This can lead to substantial cost savings for companies, as well as increased efficiency and productivity. With automation handling routine tasks, human talent can be freed up to focus on more complex and value-added work.
Second, automation can also improve the quality of BPO services. By using RPA to handle repetitive and error-prone tasks, companies can reduce the number of mistakes made and ensure that processes are completed consistently and accurately. This, in turn, can lead to improved customer satisfaction and a better overall experience for end users.
Third, automation can also allow companies to shift their pricing model from a traditional BPO model, which charges a fixed rate for a set of services, to a more outcome-based model. This means that companies will only pay for the results they receive, rather than the hours worked by BPO employees. This can lead to substantial cost savings, as well as increased accountability and transparency.
So what traditional BPO use cases can be automated? The answer is that virtually any task that is repetitive, rule-based, and/or data-driven can be automated. Some examples include:
Data entry and processing
Invoice processing and payment
Customer service and support
Human resources tasks such as on-boarding and benefits administration
Marketing and lead generation
Supply chain and logistics management
The key is to identify the tasks that are the most time-consuming and resource-intensive, and then determine if they can be automated using RPA. With the right automation solution in place, BPO procurement managers can streamline their processes, save money, and improve the overall quality of their services.
Why do traditional BPO’s charge hourly per FTE?
Traditional BPOs charge hourly per Full-Time Equivalent (FTE) because it is a common and well-established pricing model in the industry. This model provides a consistent and predictable revenue stream for BPOs, as they are able to bill their clients for the hours worked by their employees. This model is also relatively easy to understand and manage, as clients know exactly what they are paying for and can easily track their expenses.
However, there are some limitations to the hourly per FTE pricing model. One of the main challenges is that it can lead to inefficiencies and waste, as clients are paying for the time spent on a task, regardless of its complexity or the results achieved. This can also lead to a lack of accountability, as clients are not incentivized to drive down the time spent on a task.
In contrast, charging per task or transaction provides a more outcome-based pricing model that is better aligned with the interests of clients. With this model, clients only pay for the results they receive, which provides a strong incentive for BPOs to optimize their processes and minimize waste. This model also provides increased transparency and accountability, as clients can easily track the results they are paying for.
Stealth Scaling is changing the traditional BPO model by providing automation-as-a-service. We use a combination of Robotic Process Automation (RPA) and human talent to automate traditional BPO services, and charge clients on a per-task or outcome basis. This completely transforms the traditional BPO model, as clients are no longer paying for the time spent on a task, but instead paying for the results achieved. This leads to increased efficiency, reduced waste, and improved customer satisfaction. Furthermore, by automating routine tasks,
Stealth Scaling is able to significantly reduce the number of FTEs needed to complete a given task, which can result in substantial cost savings for clients.
In conclusion, the future of BPO is bright, and automation is set to play a major role. BPO procurement managers who are proactive about adopting new automation solutions in 2023 will be well positioned to reap the benefits of this transformation. By automating routine tasks, companies can reduce costs, improve efficiency, and ensure that their BPO services are of the highest quality. So if you’re a BPO procurement manager looking to stay ahead of the curve, now is the time to start exploring the world of automation.
If you would like to get a free automation evaluation please fill out our contact form and our automation specialists will get in touch with you right away!