BPO: Utilization Benchmarking

Viewing 2 reply threads
  • Author
    Posts
    • #292119

      We are seeking to benchmark on your utilization of BPO providers. We prefer to concentrate on spend in the US. We are particularly interested in backoffice functions that are outsourced, for example, technology, operations (for a financial institution, bank ops, etc.).

      Please respond with details regarding your outsourced back-office function spend in the US:

      1. The percent of your business process spend that is outsourced

      2. The percentage of your outsourced business processes that are offshored

    • #293081
      Anonymous
      Guest

      1. The percent of your business process spend that is outsourced (LESS than 3%)

      2. The percentage of your outsourced business processes that are offshored (50%)

    • #293080

      In order to respond to this question precisely, it’s important to understand what is going on in this company’s vertical, because there are very real reasons why different verticals have radically different levels of BPO and offshoring. The reasons vary from the type of work that different industries do to regulatory requirements, the intensiveness of back office processes, etc. It is also critical to define what is considered a business process. There are horizontal back office processes that are commonly outsourced in Finance (Procure to Pay, Record to Report, Order to Cash), HR (Workforce Administration, Benefits Administration, Payroll), Procurement (Source to Procure) and Customer Care (Contact Center). There are also industry specific functions in verticals like insurance (Claims Processing, Policy Administration, Subrogation), Banking (Mortgage Servicing, Account Reconciliation, etc.), Pharma (Pharmacovigilance) and others. There are also business processes in marketing, R&D, sales. The point is that companies have very different definitions of business processes.

      Bill Huber
      Alsbridge
      [email protected]

Viewing 2 reply threads
  • You must be logged in to reply to this topic.