START-UP CONSULTING FOR BPOS, KPO, LPO & BACK OFFICE SOLUTIONS
Absolute outsourcing solutions are in providing end to end solutions. every business has a demand and it is always the responsibility of a solution partner to ensure that solutions are innovated, formulated and implemented to assure a highly optimised business process matrix.
With their vast experience in the outsourcing sector which included their long experience with Hewlett Packard and subsequent tenures with various international companies as consultants, the key consultants are placed as the top ten outsourcing consultants globally, in terms of domain knowledge, expertise and operational success.
Our unique selling point are our capability to deliver at any scale and is not only restricted to voice and non-voice customer and technical support, but also in highly equipped centre of analytical support, database management, security solutions and business process optimisation solutions, which will continuously work on competitive strategies for clients as well as innovative customer service programs to directly impact the market capitalisation and revenue of the clients. Our knowledge and technology to build such support centers surpass the best globally.
Our concepts for outsourcing centres stand as a single stop solution for any start-up to be a single point solution that will concern optimising revenue, process standardisation, business continuity management, internal process optimisation and customer relationship management apart from the standard back office support matrix.
Our Outsourcing business model concepts encompass all business needs and convert them into a single window solution centre with extremely high security, quality and standardisation benchmarks.
Our focus to create a framework of extremely high security, quality and standardisation initiates from the first stage of a project, which is identifying the infrastructure. Site identification criteria principally looks at an infrastructure which provides or has the capacity to facilitate / build, high security frameworks, seamless inter networking, 24/7 infrastructure support and independence of own security network.
Once the infrastructure is ready, the next focus will be to ensure the identification of the key deliverables of the processes and clients of the start-up, so that the necessary quality, compliance, security, business continuity and standardisation matrices are implemented to ensure the right platform for optimum service delivery.
The Recruitment and Training follows in the next stage. Our training modules have unique features. Apart from the client specific curriculum, the group has its own innovative induction and professional programs to help its human resource to identify their strengths and weaknesses and optimise their performance. This will have a tangible impact on the attrition figures of the project, thus setting out a better process earnings per full time executive.
The final go live will be the start of operations of the project.
Our unique approach matrix doesn’t end here since the success of any set up is measured by its consolidated performance level which is what our process monitoring matrix outlines. With clearly defined parameters of process operational codes, workforce mapping and management, quality assurance, process compliance, talent engagement and development and business continuity management, we will ensure that the start-up delivers 100% service delivery benchmarks.
The principle success behind any operations is its core operational matrix. In the BPO industry, where the variables are volatile by the seconds, an extremely strong operational SOP is essential to stand as the backbone for a defect free operational matrix. Our internal structural plan entails in details every step that impacts all vertical and horizontal matrix of an operational framework and also collaborates with real time control and prioritisation.
Ideally the principle pillars of any outsourcing solution centre are:
1. Administration
2. Human Resource
3. Training and Development
4. Central Workforce Management
5. Operations
6. Finance & Accounts
7. Sales & Business Development
8. Management Information System
9. Quality Assurance
10. Compliance Cell
In our Operational SOP, we structure functional matrices to ensure optimum delivery in all aspects covered by these individual pillars. For example, the administration department apart from handling logistics, to infrastructural support, employee comfort aspects will have a dedicated functional structure to ensure a real time control through a real time audit and reporting system so that the impact of its functioning always compliments and enhances the performance matrices of all other directly or indirectly related departments. Another instance would be the Central Workforce Management team, who would be the principle contributor to the service level delivery will have a real time control system that will provide them information about the service volume including forecasts at regular intervals and data on past delivery matrices as far as service volumes are concerned. These controls will enable the department to ensure perfect workforce management to ensure a minimum of 98% service delivery in all given adverse circumstances which otherwise will be at 100%.
The Human Resource and Training will be collaborating hand in hand to ensure that outliers are managed in a manner that it justifies the cost and return for the process in question and does not adversely affect the earnings per full time executives.
The finance and accounts department will also be in continuous collaboration with the HR department through a structured software in place to ensure zero tolerance in manning and management of active and inactive employee data by real time data delivery from the operations team.
The Sales & Business Development team will be continuously mining business opportunities to ensure continuous process occupancy of the infrastructure. The target of such occupancy will be at 110% in order to ensure optimum utilisation of human resource, training and induction processes.
