Next Generation Application Of BPO: Changing The Game With Data Analytics

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1 Next Generation Application Of BPO: Changing The Game With Data Analytics Ahmadul Hoq President Bangladesh Association of Call Center and Outsourcing

2 V A L U E 35 years BPO Journey

3 Initial wave

4 First-generation BPO. Cutting Cost Outsource non-core; around HR / FIN / Acct Same location but cheque signed by 3 rd party vendor

5 Second-generation BPO. Offshoring Global Labor Arbitrage

6 Third-generation BPO. Wide range of functions Focused on industrialization Process efficiency Lean manufacturing and Six Sigma

7 Learning Cost cutting remains a valuable outcome from early generation of BPO The gap exists between achieving cost reduction and driving innovation 46% outsourcing achieved reduced operational costs Only 11% provided new and creative method of achieving business value

8 Now

9 Fourth-generation BPO. Analytics Mining vast amount of client data and using analytics to extract actionable insights Added value Accelerated speed to market Stronger customer loyalty Savvier talent management Top-line growth BPO providers need deep industry expertise with descriptive, and more importantly, predictive analytics What is happening in the business now What possibility the future holds Strategies developed from the insight and become a active partner driving client s success.

10 Outsourcing is back in Fashion Thanks to cloud and disruptive but enabling technology It is because of giving agility and enhanced efficiency that is making it more popular Rather than the cost savings it supports Once again global IT outsourcing marketing is flourishing. A recent Gartner predicts the market to cross US$ 300 billion

11 Opportunities To provide efficiency and agility and build customer loyalty and sustained success We need to ensure that we are using the kind of flexible technological infrastructure in place that supports agile customer service provision Foundation Infrastructure as-a-service IaaS Build- Software-as - a-service (SaaS) Platform-as -Service (PaaS) Pay what you use All sizes and types of organization can start to outsource

12 Opportunities Outsourcing Application Management Long history of application deployment and management Applications are need of modernization Cloud control are shifting from IT department to corporate focused perspective 60% decision where cloud should be employed, are being taken based on corporate strategy Benefits of cloud are being realized at management level Users are moving from in house IT to Buy-as-a-Service (BaaS)

13 Robotic BPO Robotic process automation There are limitation on labor arbitrage (cost) Need to complete core process quickly Accurately Cost-effectively 3 rd alternative to onshoring and offshoring Completely new way for BPOs to manage process across global industries A game changer

14 Fifth-generation BPO. Mobile technology to provide a more flexible, on-demand BPO services Supplied across multiple clients through flexible software platforms This generation of BPO is evolving and developing at the speed of the technology that supports it

15 Opportunities Innovative technology such as self services or voice recognition are being rolled out Unified multi-channel communication, for voice, text and video service offerings

16 Regulatory awareness Must be aware of different form of regulation which surrounds Application services Issue of compliance data regulation and security Business partner interact with application and shared services

17 The Future

18 Sixth-generation BPO. Social networking will move us forward Using technology to build network where members share best and worst practices, discuss solutions to problems Social networking is an extension of Fifth Generation The platform created will become online bridge between clients and providers.

19

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