Delivering Value through People, Process and Technology
Business Process Outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business function to a third-party service provider. BPO is the process of hiring another company to handle certain business activities to achieve maximum savings, greater efficiency and higher ROI.
BPO was first undertaken by manufacturing firms like Coca-Cola wherein the entire supply chain was nearly completely outsourced; the company essentially became a marketing organization. More recently, BPO has been used by service-oriented businesses like the Bank of America. BoA recently outsourced their entire Human Resources department.
BPO is often divided into two main categories: Back Office Outsourcing, which includes internal business functions such as billing or purchasing, and Front Office Outsourcing, which includes customer-related services such as marketing or tech support. BPO that is contracted outside a company’s own country is sometimes called Offshore Outsourcing. BPO that is contracted to a company’s neighboring country is sometimes called Nearshore Outsourcing.
BPOs provide many different services!
BPO is distinct from information technology (IT) outsourcing which focuses on hiring a third-party company or service provider to do IT-related activities, such as application management and application development, data center operations, or testing and quality assurance.
In the early days, BPO usually consisted of outsourcing redundant processes such as payroll via companies such as Paychex and ADP. Then it grew to include employee benefits management. Now, BPO encompasses a number of functions that are considered “non-core” to a client’s primary business strategy. It is common for organizations to outsource financial and administration (F&A) processes, human resources (HR) functions, call center and customer service activities and accounting and payroll.
Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain their position in the marketplace. MTP provides the highest quality BPO outsourcing services from its American-managed facilities with both domestic and overseas talent.
For a low hourly fee, you can have a full-time dedicated employee (or a team of employees) with the exact skills and experience needed for any size task. Your contracted employee(s) will have excellent English skills with no accent. MTP can provide you with temporary or permanent contracted employees in any of the following fields:
Call Center Agents
For long term projects, MTP’s BPO services consist of complete customer lifecycle management and back office lifecycle management services, involving the management of entire business processes for our clients. Our services are custom tailored to each client’s business model and their end customer needs and are typically provided via multiple delivery centers throughout the world. Our expertise includes process expertise, analytical capabilities, consulting processes, technology expertise, including our intellectual property platform, and operational insight arising from managing complex processes in diverse industries for numerous clients. MTP believes that our experience minimizes the risks clients encounter when they outsource. We provide complex, end-to-end BPO services, all at a guaranteed savings for our clients.
The quality of your contact center is a key determining factor in overall customer experience. By providing quality customer service, your call center improves the customer experience and builds lasting and profitable relationships.
As a leader in Relationship Management, MTP has the experience and expertise to drive your customer service initiatives. Our customer service solutions include comprehensive outsourced business and consumer customer support functions with global delivery capabilities including home-based customer service agents, as well as services for in-house contact center operations.
Leveraging our customer service capabilities and customer satisfaction knowledge, MTP can help you improve the customer experience through areas such as:
- Outsourced (Consumer & Business to Business) Technical Support.
- Customer Relationship Management (CRM) Consulting and Sales Fulfillment.
- Multichannel Sales Automation including Self Service and eCommerce.
- End-to-End Back Office Processing, Order Fulfillment and Provisioning.
- Case Management and Trouble Ticket Resolution.
- Inbound & Outbound Telesales, IM (Live Chat), Email Correspondence.
- Customer Retention, Acquisition and Service Initiatives.