When people hear the term BPO, most of them tend to associate it with voice process. In reality, BPO does not only provide voice based services, but also other transactional services which are of utmost importance for the organizations to function smoothly. Generally, BPO services can be broadly classified into two – voice and non voice services.
Call centers provide voice based services and provide customer support or other help lines over a phone connection. They mainly provide marketing or tech support whereas non voice BPO services include providing data or transactional services for firms across different geographies. Some of the non-voice BPO services are:
- Payroll and invoicing
Provide payroll management services for firms which help the company to save time and money. ADP is listed as the leader in providing payroll and invoicing services.
- Human resource services
Provide assistance to organizations in the areas of HR policies and procedures, employee benefits and compensation planning, wages and salary administration etc. NorthgateArinso is the leader in providing human resource services.
- Accounting services
Provide end to end accounting solutions for the firms. The service provider offer day-to day accounting services and other audit related services for their clients. Xerox is one of the main players in the market providing accounting services.
- IT management
The service provider provides IT infrastructure support for large organizations. With these services the firms avoid the pain of managing data storage and maintenance activities in-house. Insigma is considered as the leaders in providing IT support services.
The service providers assist the businesses to understand the business problems and help them to overcome the issue by providing expertise solutions. Genpact was recently announced as the leader in providing analyst services.
There are also other common non-voice services like data entry, transcription, claims processing, transaction processing, data conversion, order management, email/chat support services, search engine optimization etc.
Out of the listed non-voice BPO processes, payroll and invoicing is the most common process that is outsourced to BPO companies as managing payroll is a complicated task for both large and small organizations. Also as companies are adopting a transformational approach to outsourcing, human resource services is set to gain thrust in the near future. It is forecasted that multi process HR outsourcing services will grow among other non-voice BPO services.
More and more companies are realizing the benefits of back office outsourcing as they have significant impact on the business. Non Voice service offerings from BPO help the companies to achieve more productivity and quality by channelizing their resource, time and effort to core areas of the business.