23/11/2016
BPO is an end-to-end outsourcing services provider. With proven capabilities and deep domain expertise, we address your business challenges through our integrated IT and business process outsourcing solutions that address critical business functions.
– Customer Service Outsourcing
– Finance and Accounting
– Human Resources Outsourcing
– Legal Process Outsourcing
– Sales and Fulfillment
– Sourcing and Procurement Outsourcing
– Digital Business Services
– Business Transformation Services
BPO Customer Service practice
The customer service industry is a continually evolving one. There is an increased demand for customer support channels and it becomes crucial for enterprises to handle customer touch points across the entire life cycle. The Our BPO Customer Service practice understands the client’s specific expectations and addresses them in a sustainable and comprehensive manner.
Challenges and opportunities
Effective customer service is a game-changer when it comes to customer retention. Therefore, it is essential to have a robust customer support system in place.
Other reasons:
– Mobile solutions are becoming a must-have
– Agile services are gaining more importance than multi channel services
– Voice of the customer programs are operationalizing insights
– Customer service is moving from being a cost center to being a key differentiation
How Our BPO delivers business value
The Our BPO Customer Service practice supports clients across industries and provides services that are not traditionally offered by other outsourcers. We also deliver these services in multiple languages across global delivery locations.
Our services include:
– Training management
– Quality management
– Workforce management
– Customer service consulting
We deliver on our promised benefits by:
– Focusing on different objectives – business vs. operational metrics, profits vs. cost savings, reduced need for service vs. better service
– Offering solutions that provide continuing, custom value
– Handling operations beyond service level agreements (SLAs)
– Building an intensive partnership with clients
We also provide solution / delivery elements through proprietary channels such as new processes, technology, strong domain skills, and culture. We help clients effectively respond to new technological, social, and economic pressures / changes.
We deliver:
– Channel convergence
– One-many to many-many
– Benefits beyond standard outsourcing
– Proliferation of segmentation criteria
BPO Finance and Accounting (F&A) practice
– Where global scale meets domain expertise
– Where smooth operation meets smart technology
– Where process metrics meets business value
With professionals operating from our delivery centers and servicing 90 clients , our Finance and Accounting (F&A) practice can take charge of your most complex processes. Our industry-leading performance has been acknowledged by analyst firms, including being positioned in the Leaders Quadrant of the Magic Quadrant for F&A BPO, Winner’s Circle of Progressive F&A BPO, and Leader in FAO Peak Matrix.
Helping today’s CFO create balance sheet potency and build tomorrow’s enterprise
Committed to go beyond operational outcomes, we deliver measurable business value for chief financial officers (CFOs) across geographies and industries. We support the CFO community by:
– Rationalizing costs while achieving performance and profitability
– Mitigating risk and ensuring regulatory compliance
– Realizing best-in-class operations
– Identifying investments for future growth
How we deliver business value:
We have the capability and commitment to implement an outsourced delivery model that is innovation-focused and takes an end-to-end enterprise view. We help realize your vision of creating a stable F&A function with innovative, compliant and transparent accounting practices. Our capabilities and services are underpinned by our Business Value Realization (BVR) Framework, which drives a financial structure that is agile, metrics-driven, and connected with your enterprise.
HR Services
Our Human Resource Services has been recognized by analysts, clients and industry bodies for delivering transformative solutions. The transformation success stories are a result of our ability to offer integrated consulting, technology and outsourcing solutions that are flexible and adaptable to client business and industry considerations. Infosys HR services enable HR functions of global clients to achieve cost savings, build efficiencies, scale and enhance quality of delivery.
Our existing clientele includes those who have chosen to pick specific components of our extensive service offerings and those who have chosen to let us handle their end to end technology, consulting and outsourcing requirements. Clients have realized strong outcomes such as reducing their operational costs by 40 percent and enhancing productivity by 30 percent. We bring you the ability to deliver these services from various delivery locations across the globe.
There is an increasing pressure on HR Leadership to be a true business partner and deliver value. Increasing globalization is posing new challenges for HR leaders. Finding right talent for sustained growth in emerging economies, managing career expectations of generation Y, designing attractive benefit packages amidst changing regulations – are just a few of the challenges. Emerging technologies such as cloud, analytics and social media are also posing new ways of delivering superior HR services.
The HR function has evolved beyond being a business enabler. Today, it must deliver value back to the business by:
– Efficiently addressing the diverse needs of a global workforce
– Radically transforming HR processes
– Rapidly creating operating models that enhance organizational effectiveness, business agility, and individual performance
While organizations have invested in standardizing, optimizing, and re-engineering HR processes and structures, we believe the transformation journey can be accelerated with the right partner.
Delivering business value:
We employ a transformation-driven approach to build a customized road map that helps achieve your business objectives such as enhancing employee experience, ensuring compliance and control, achieving operational excellence, and improving efficiency of working capital. Our approach includes:
– Business process improvements derived from industry-leading practices, maturity models, and benchmark with peer metrics
– Continuous improvements, process streamlining, and technology transformation capabilities
– Influence business metrics such as hire-to-retire cost, open position fill rate, return on training and investments
– Breaking the traditional ‘value curve barrier’ by moving from incremental improvements to quantum changes through analytics, business insight, collaboration with line managers, and HR centers of excellence
– Innovative tools that help measure HR and business metrics
LPO: Your Partner for Tomorrow’s Legal Solutions
– Can Our LPO help our law firm or corporate legal department improve processes to generate more value?
– Will Our LPO help us get more strategic value out of our day-to-day work, while also enabling us to track metrics and measure efficiency?
– Does Our LPO have the consulting prowess to identify how we can optimize without compromising on our quality of work?
Yes, we can — our practice has diverse strengths that will help you address these questions. Over the previous three years, we have expanded rapidly not only in numbers and breadth of offerings, but also by evolving a highly strategic approach to legal process outsourcing.
Challenges and opportunities
Create a smarter legal organization: By implementing technology tools and standardizing processes during project ex*****on, we can help you constantly simplify, collaborate, learn, and adapt to tomorrow’s challenges.
Do more with less: Mandated budget cuts and pressure in providing more value for money is forcing law firms and corporate legal departments to cut costs without cutting corners. Our LPO can help you do just that, by bringing together the right combination of customized technology, process consulting and legal services – to deliver greater business value for your organization.
Why Our LPO?
– Operational excellence
– Global Delivery Model (GDM)
– Scalability
– Technology multipliers
– Alliances
– Best-in-class management practices
– Domain expertise
– Client satisfaction
– LPO Academy
– Employer of choice
– Infrastructure
– Financial stability
BPO Sales and Fulfillment Offerings:
The Our BPO Sales and Fulfillment practice provides a range of solutions and services that impact your top line through sales support processes. These processes accelerate revenue enhancement and cost containment by controlling cost of goods sold (COGS) in the fulfillment and supply chain side of business. More importantly, this service allows you to leverage outsourcing to impact key revenue metrics such as revenue enhancement, revenue assurance, and revenue recognition.
BPO Sourcing and Procurement Practice
The Our BPO Sourcing and Procurement Practice is guided by a single mantra– to help clients lower their third-party spend and optimize procurement operations by ‘doing more with less’. We achieve this by delivering transformative solutions, either largescale or targeted. At the core of our solutions is our proprietary platform KITC ProcureEdge™.
Over the years, we have amassed a wealth of global supply market knowledge and built a strong team working from delivery centers. Our experts help driveprocurement strategic transformation and spend reduction initiativesthat help our clients save every year.
Challenges and opportunities
The procurement function has transformed to become more strategic over the years. Today, it delivers significant business value through strategic sourcing and spend management, but there remain challenges such as:
– High cost of service delivery
– Paucity of strategic sourcing skills, domain and category expertise
– Lack of measures to deal with economic shocks and market volatility
However, opportunities are also aplenty. We combine the right people and expertise, efficient processes and technologies, to deliver the most effective outcomes. We offer capability optimization through usage of offshore resources, leveraging category expertise, using fit-for-purpose processes, and an operating model that is scalable, with lower fixed costs.
How Our BPO delivers business value
As a specialist S&P services provider, our solutions focus on delivering long term sustainable value. They are underpinned by proprietary category management tools, deep domain and industry expertise, and change management tools. We take full responsibility of affecting procurement process improvements that are measured through our proprietary process progression model (PPM) and implemented using our value relationship methodology (VRM). With Our S&P solutions, you get:
– A global network of category management and strategic sourcing expertise
– Proven delivery model that enables operational sourcing and tactical buying
– A help desk with multiple language support and procurement service centers
BPO Digital Business Services Practice
The Our BPO Digital Business Services practice caters to the entire gamut of services spanning the digital value chain through a framework defined as Design – Engage – Optimize. Over the years, we have worked with multiple advertisers, publishers, and agencies and helped them redefine their digital deliverables.
Businesses can bank on us to provide strategies, processes, and tools that address these three primary requirements in the digital operations ecosystem:
Optimizing content and design creation: De-centralized teams often spend excessive time and resources on content creation for a new campaign or product launch. We have the capability to streamline disparate systems, improve asset reuse by 20% or more, and reduce time-to-market.
Ensuring uniform customer experience: We have the domain expertise to manage customer experiences across multiple websites and microsites that are customized for different geographies and customers. Our processes provide top quality and credible product information which enhances customer experience and leads to better sales leads and conversions
Providing scalable and flexible global delivery: Regional agencies often fail to provide scale and flexibility. This leads to project delays or higher costs due to shorter turn-around-times. On the other hand, our model, built on the proprietary Global Delivery Model, uses the follow-the-sun approach to meet the dynamics of operations.
Transform your processes. Transform your business.
Do your processes help you achieve your business goals? Or are your processes actually starting to limit these goals? In today’s complex multi-geography operational landscape, your process limitations could make you less agile – curtailing your competitive edge. And retooling your processes in pockets may not produce results. What you need is a transformation partner who understands your processes and catalyzes change – by drafting a holistic model that weaves together operations, strategy, technology, and business goals. A partner who sees the ‘bigger picture’.
How we deliver business value
The Business Transformation Services practice follows a five-step approach in enabling clients to transform their processes more effectively and efficiently while implementing continous process improvements. Our five-step approach typically kicks off with a diagnosis led by the KITC Business Value Framework (BVF). This is followed by defining future state processes and the right operating model, establishing the model, and managing process performance. This practitioner-led consulting approach leverages our repository of proven tools and frameworks.
The Business Transformation Services practice helps you make five essential shifts to unlock transformation opportunities: disparate processes to standardized processes, fit-the-gap operating models to best-fit operating models, technology as an enabler to technology as a multiplier, process metrics to business metrics, and static knowledge to dynamic knowledge.
Our approach has been recognized in industry forums, for example using our Business Value Framework, we drafted an operational strategy roadmap for our client and won an award for ‘BPO Innovation of the Year’
Our business transformation service offerings
Our focus areas span most business functions and specific industry verticals. You can engage our function and domain specific practices and/or leverage our expertise for three integrated offerings within Our Business Transformation Services:
– Shared Service Advisory – Designing and implementing an operating model for service delivery transformation
– Organizational Change Management – Proactively managing people risks to the success of transformation
– Process re-engineering support – Driven by Lean and Six Sigma
