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Mobility solutions as
the panacea for the BPO industry
Rising competition and inflated salaries are mandating the BPO industry to
become extremely cost and process efficient. Booming economy has created
multitude of opportunities for the employees and has affected the
attrition rate in the BPOs.
BPO industry today is passing through one of the most exciting times. At
one end, there is a pressure on these companies to become cost and process
efficient and on the other end there are tremendous growth opportunities
for the leaders in the industry.
BPOs which will adopt best people and technology practices will race head
of others and will define the industry leadership. Some BPOs have already
taken a lead in using emerging communication technologies to make their
processes more cost effective and efficient.
Roster Management / Employee Logistics
Providing home pick up and drop facility to employees has become a norm in
BPO industry. Typically, the scheduling of cabs is managed by a roster
management system. The roster management system intimates the employees
about their cab time based on the requests of pick-up/drop of other
employees and the optimal route algorithm. Once the cab timing is decided,
it is flashed at key places in the office, the employees miss it
frequently. If an agent decides to take a day-off, he/she has no mechanism
to intimate this to the logistics department. This results in a
sub-optimum utilization of the cab, fuel wastage and low employee
attendance.
This is how some of the BPOs have deployed messaging services to get rid
of this problem:-
* Push of cab pick-up time and delay notice to the employees
* Pull of cab pick-up and drop information
* Request fixing up drop/pick-up by employees using messaging services
Process Management
Stringent SLAs of the business processes necessitates BPOs addressing
problems as soon as they occur. A lot of times the service engineers
attending to the problems are not on their desk and there is a delay in
resolution of the problem which affects the SLAs of the BPOs.
This is how messaging services are being deployed by some of the BPOs to
achieve the RTO (Return time Objective) of the processes:-
* Automated critical
failure alerts on triggering of process failure which can be configured
based on specified business rules
* Push updates about the process recovery
* Periodic MIS to the stakeholders on process performance
* Proactive alerts to process owner based on pre-configured rules about
the process performance
* Escalation of the messages to higher level if not attended by the
assigned service engineer
Human Resources Management
Frequent employee incentive and promotion schemes are common in BPOs to
attract and retain the entry level employees. In many cases, these entry
level employees do not have access to the email due to security and cost
considerations. Therefore, HR normally puts up the notices at some key
locations in the office campus. This communication mechanism is not able
to generate high employee involvement as the notice is missed for multiple
reasons.
Another issue which HR faces in BPOs is a high demand to manage candidate
pipeline (shortlist to offer letter) for recruitment and consequently they
end up spending lot of their quality time making phone calls to fix and
co-ordinate interviews and intimate the offers.
Here is how some of the BPOs are innovatively using messaging services to
increase employee involvement and become more efficient:
*Employees are intimated about
o Referral schemes
o Account transfers
o Incentives
*Scheduling interviews and sending offers to prospective employees
By using the messaging services the employee involvement has increased
which has positively contributed to the employee satisfaction.
Conclusion
Mobile messaging is capable of contributing to the cost efficiency and
process efficiency in the BPOs due to instant access to information and
optimum utilization of resources. Improved efficiency in the BPO
contribute to greater employee satisfaction as it reduces the stress
levels in the organization and efficient deployment of resources lead to
better employee welfare.
So is the BPO industry prepared for OE integration of messaging services?
Are the BPOs thinking to provide value added messaging services to their
client?
Written By: For further information on how BPOs can leverage the
mobile messaging technology and solutions to enhance their
competitiveness, please feel free to write to Nimesh Bhandari, VP-
Mobility Solutions, ValueFirst Messaging, at nimesh.bhandari@vfirst.com
and get a free copy of the White Paper on Messaging service for BPOs or
visit http://www.vfirst.com
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Writer
Profile
For further
information on how BPOs can leverage the mobile messaging technology and
solutions to enhance their competitiveness, please feel free to write to
Nimesh Bhandari, VP- Mobility Solutions, ValueFirst Messaging, at
nimesh.bhandari@vfirst.com and get a free copy of the White Paper on
Messaging service for BPOs or visit
http://www.vfirst.com
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