Business Process Outsourcing (BPO) industry is always looking for high-degree of productivity at reduced cost. IT-BPM sector becomes the largest employers who are employing 3.5 million professionals. BPO industry has started adopting Robotic process automation (RPA) technologies instead on-shoring and off-shoring of the resources as they realize the difficulty in managing the workforce
RPA and AI can reduce BPO’s operating costs, generate more revenue by effective usage of the workforce and enhance customer experience with meeting SLA’s. RPA can drastically increase the productivity as robots can work 24/7 without any break.
In addition to automating the repetitive, rule-based back office tasks efficiently and accurately, customers who leverage RPA also experience better security, audit, analytics and governance. Tedious and time consuming tasks like report generation, audits and data analysis can also be done using RPA. On automating such tasks, manual errors can also be avoided with increased SLAs.
Customers are investing in RPA technologies not only to improve efficiency and accuracy while cutting costs but business advisors, technical team and decision makers can spend their time to improve business processes.
Benefits for BPO’s by Implementing RPA
Improve customer experience by meeting SLA’s
BPOs are resolving the requests by automation and AI within time which meets the SLA and improves customer experience.
Improved quality by reducing human errors
Automation has improved the quality of work with reduced human errors.
Process improvements
In BPO’s the processes will execute without fail as per schedule and thus will improve with the experience.
Cost Saving and increased productivity
Faster completion of tasks with reduced cost by automating the repetitive, mundane tasks. Bots can work 24/7 without fail.
Redeployment of resources in other quality work
Instead of human, bots can work on repetitive tasks where resources can concentrate on performing critical work.
More revenue generation
With reduced errors and increased productivity, BPOs can generate more revenue with same workforce.
Flexibility and Scalability
Digital workforce can be very flexible and easily scaled on demand. This gives BPO industry confidence in getting new projects without on bench human workforce.
RPA Use Cases in BPO
File and data manipulation
RPA bots can format, copy, delete or move individual and multiple files in different format. Automation Anywhere is the fastest spreadsheet processing RPA solution in the market.
Screen scraping
Automation Anywhere has an innovative technique for extracting text from web application.
Data entry and validation
Bots can update data entries and validate content from multiple systems without human intervention.
Uploading and exporting
Uploading and exporting data with RPA becomes easy. Migrate and integrate data within different applications easily.
Downloading and importing
Downloading and importing become easy by RPA to move the data between different applications
Reconciliations
RPA can automate the task of reconciliation to resolving any discrepancies
What happened when BPO and RPA are combined
Business Process Outsourcing and Robotic Process Automation are both used to achieve the same goals – improving quality, efficiency, and reducing costs. As the global business environment is going through fundamental shifts in technology, economy, demographics, and consumer preferences, leveraging the benefits of BPO and RPA together becomes vital for success. RPA already yields the benefits traditionally attributed to BPO, such as cost savings, improved customer experience, and creation of new revenue streams for organizations. However, RPA also brings forth new strengths – fast results, ease of scalability and flexibility, accuracy and quality. Additionally, use of RPA in BPO mitigates potential process control and data privacy and security risks. It is reasonable to assume that a hybrid model that integrates RPA and BPO has the potential to transform entire industries.
