White Paper on Business Process Outsourcing in Events & Information Services Industry

Transcription

1 White Paper n Business Prcess Outsurcing in Events & Infrmatin Services Industry

2 Intrductin As Events & Infrmatin Services industry is in a transitin phase f stepping int an all new market f increased custmer expectatin, market players are aligning themselves t delight the custmers. The industry is facing challenges f delivering better custmer experience while cntemplating abut lwer perating csts, envirnmental issues, technlgical changes and changing media cnsuming habits f the custmers. Peple at the tp f the pyramid will have t take the strategic decisin t deal with this situatin and see it as an pprtunity t gain cmpetitive advantage rather than seeing it as a challenge. Summary Events and Infrmatin Services industry faces a myriad f challenges but being dynamic than any ther industry makes it the land f pprtunities as well. Adapting t technlgical innvatins, changing custmer behavir, risk management and legal envirnment are few f the majr challenges that this industry faces. With digital media gaining the prminence, players in the industry are cnfrnting with prviding real time infrmatin n their digital platfrms which in turn effects the verall custmer satisfactin. As Events & Infrmatin Services market players shifts their fcus n their cre cmpetency f delivering accurate infrmatin, integrated marketing cmmunicatin, legal cmpliances and event planning; utsurcing nn cre business prcesses gives them the advantage f amelirating tp line, imprved custmer satisfactin and lwer perating csts while enhancing their custmer base and service prpsitin. Challenges in Events & Infrmatin Services Industry The industry is facing challenges t maintain their custmer base and brand reputatin in light f bming digital media industry, which is influencing custmer lifestyle. T cnfrnt these impediments utsurcing is the strategic, cst effective chice and slutin fr the Events & Infrmatin Services industry

3 Getting Target Audience at the Event Maintaining wrk life balance is becming the utmst pririty fr every individual. Event rganizers are facing impediments in cnvincing target audience t attend the event. This is the mst critical thing fr event industry as their cre prpsitin is t create marketplace and if audience desn t arrives everything is gne fr a tss. Making right set f audience attend the event makes event successful. Successful event persists in the mind f the custmer which makes them yur brand advcates and thus imprves wrd f muth. Managing Risks which impacts Custmer Base Nthing can be said with utter surety. Peple wh are part f this industry can t ignre Murphy s Law. Risk management is ne f the critical skills which peple f this industry are equipped With Natural Disasters, Accidental/Technlgical Glitches and Human Caused Activities are the threats and hazards, which the industry faces. Nt just it hampers the nging f a particular event but it impacts the reputatin which a cmpany has built in its lifetime. If brand image gets tainted then it might take years t rebuild the reputatin. There will be negative wrd f muth abut the cmpany. It will becme extremely difficult t cnvince and win back trust f the peple t attend an event. This will result in depleting custmer base. Cping up with Technlgical Innvatins Cping up with innvatins in technlgy is ne f the majr challenge, if nt the biggest, market players f the industry are facing. In this fast paced sciety it will always be the survival f the fittest. If an rganizatin is nt getting acquainted t technlgy it will develpdisengaged and dissatisfied custmers.if yu are nt adapting t changes, yu are certain t lse yur existence. The inceptin f Smart phnes and the intrductin f the tablet have massively increased the amunt f users brwsing the Internet via mbile devices. Mbile and tablet cmpatible websites, newsletters, blg links etc. are the need f the hur. Failing t d s will prmpt custmers t lk ut fr ther ptins.

4 Rising Cst due t Integrated Marketing Cmmunicatin acrss all media In the earlier times there were limited chices t reach the custmer. But nwadays, marketers have cean f peple t reach with different media ptins available at their dispsal. Maintaining and prviding similar infrmatin acrss all media is nt a cake walk. With mre and mre users getting accustmed t nline media, fcus is shifting n the digital side. Custmers expect quick respnses and accurate infrmatin n digital platfrms. Any infrmatin n public dmain can evke respnses acrss any directin. This has frced rganizatins in the industry t recruit and train a team f digital media experts wh can maintain the accuracy f infrmatin prvided n the platfrms. Due t this, peratinal cst has significantly imprved in these rganizatins. Tighter budget fr Organizing Events with ever rising csts makes it mre and mre difficult fr the event managers t ffer best services at reduced price. At the same time they dn t want t cmprmise with the event experience. Better event experience cnslidates custmer base and can in turn guarantee better audience size fr the subsequent events in pipeline. Pints t pnder in the Current Situatin Organizatins shuld strategically categrize their cre and nn-cre activities and prcesses. Reengineering the cre activities t bring them at par with glbal industry practices. Cst benefit analysis f keeping the nn cre activities in-huse vs. utsurcing them t a third party vendr. Surcing and evaluatin f third party vendrs fr utsurcing nn cre activities.

5 Quick Glance at Nn Cre Activities & Service Offerings f a BPO Sme f the prcesses which might be intriguing t an Event & Infrmatin Services Industry Players are as fllws: Outbund Tele-calling fr Event Audience Generatin Database Generatin Database Enrichment Cntact Pint Verificatin Custmer Satisfactin & Fllw Up Surveys HR Payrll Prcessing Cmpetitive Benefits Derived Frm Outsurcing Nn Cre Activities Key advantages f utsurcing nn cre activities t a third party vendr are as fllws: Fcus n Cre Cmpetencies Outsurcing nn-cre activities t a third party vendr allws an rganizatin t devte mre time t fcus n cre cmpetencies. Better Service Prpsitin t Cst Rati Outsurcing tasks, which are regular in nature, brings the peratinal cst dwn and lwers verheads. At a lwer cst industry players are engaging with a partner wh is having imprved arsenal in handling thse tasks. Better Resurce Allcatin Outsurcing nn cre activities gives the rganizatin an pprtunity t reframe their Resurce Allcatin. Due t utsurcing many resurces can get free and can be utilized in mre fruitful way. Staffing Flexibility Outsurcing allws yu t cnfrnt with staffing requirements f prcesses-which are seasnal in nature mre efficiently and thus allws an rganizatin t have staffing flexibility.

6 Cnclusin Events & Infrmatin Services industry is waking up t a marketplace where strategic decisin makers f the rganizatin shuld lk t utsurce nn critical tasks in rder t fcus n their cre value prpsitin and reduce peratinal cst at the same time. Decisin t utsurce nn cre activities will act as a catalyst in the grwth and develpment f the Events & infrmatin Services Industry. Abut Allsec Allsec is a glbal cmpany with vast expertise in prviding Business Prcess Slutins acrss varius industry verticals. Funded in 1998, Allsec Technlgies Limited began as an integrated cntact centre fr businesses intending t utsurce their supprt prcesses. Gaining ver 15 years f dmain experience, the cmpany has rapidly expanded with acquisitins acrss the glbe and has extended its expertise t a wide gamut f prcesses that augment and supprt businesses. Our slutins are testimny t the fact that we are a highly custmer-centric, flexible and transparent service prvider. By taking prcess respnsibility, imprving cst efficiencies, and adding value t client businesses thrugh cntinuus prcess imprvements and quality assurances, Allsec distinguishes and enhances business experience fr its clients. Learn mre abut us Visit us at Delivery Lcatins Texas, US Manila, Philippines Chennai, India Delhi, India Mumbai, India Bangalre, India Trichy, India