Business process outsourcing (BPO) is an umbrella term that covers both front office processes like customer support and lead generation, and internal back office processes like HR and accounting. Many businesses choose to take care of these business processes in house, while smaller companies may outsource certain processes to freelance individuals or business process outsource provider. While there are definite benefits and downfalls to every potential solution, there are 4 key benefits to choosing a business process outsourcing provider.
Minimize interdepartmental tension
If your organization runs like butter, then feel free to skip this one. But for many companies, tensions exist between core departments like IT, design, or sales with some support entities and back office departments. For example, a support ticket that’s fielded by call center staff might not be adequately handled by the responsible IT or sales team – and the support employee gets the backlash. Consequently, support staff may resent certain departments. This is just one of many ways that teams can clash and build tensions. Business outsourcing solutions like off-site customer teams provide the business with team extensions without the proximity and potential for grievances.
Internal teams focus on only their job
Many businesses have the IT department field inquiries, or the sales department chase down cold leads. These are tasks that might have been handled for years in-department. But these auxiliary, although important tasks might be costing too much time equity. Even if your organization is large and able to absorb the hit, these inefficiencies chip away at productivity and innovation. CEOs have assistants not because they’re too good to answer the phone or schedule meetings, but because their time is better spent doing the work they’re paid to do. When you selectively outsource business processes, the internal teams that spend time on these tasks can focus more on the job they’re paid to do. It’s a win-win.
Establish definitive repeatable processes
When a company looks to outsourcing development for certain process-level tasks, freelancers can fit the bill just fine. But the problem with most freelancers when they take over certain tasks is that they won’t optimize their processes in your favor. Freelancers are great for task completion, but there is limited scalability and little motivation to develop and improve processes. This is not to say it’s impossible, but these are typical issues. Business process outsource teams are scalable, and optimize processes to save the organization time and money. Further, these teams retain collective knowledge about processes (similar to in house teams) but typically come at a lower price, and have continuous motivation to improve processes.
Teams work together
In-house teams have the benefit of sitting right next to each other – so they’re able to resolve issues quickly. These teams also cost a lot to maintain, and come with the challenges of interdepartmental discontent. On the other side, freelancers are scarcely able to communicate with each other effectively enough to justify bringing a whole team of independent contractors aboard. Using business process outsourcing like SupportNinja gives every organization a team of individuals that work with each other in the same office on the same projects. When outsourced teams act as a support extension of your existing departments, then day-to-day activities run far more smoothly than with freelancers.