For the past several years, the traditional BPO engagement delivery and financial models have continued to evolve and transform as the advancement and acceleration of technologies have changed the way both clients and service providers operate and support their businesses in an expanding global economy. For many years, the compelling value proposition and financial model was based primarily on off-shore labor arbitrage where the lowest labor costs was the primary selection criteria for companies. As these companies continued to expand their international markets through organic growth and strategic acquisitions, the demands and complexity of serving and supporting both internal and external clients across multiple geographies, time zones, and languages has dramatically changed the traditional delivery and support of outsourced services.
The advancement in technology platforms essential to operate their business on a global scale has changed their entire operating models. Strategically located data centers were replaced by more centralized shared service centers (SSC’s), which are now being replaced by global service centers (GBS’s). With the continued advancement in technologies and adoption of cloud-based storage and SaaS-based applications running in the cloud, it is likely that even the GBS model will become “airborne”, minimizing both the human and technology footprint within organizations.
As technologies advance and companies become much more sophisticated in their adoption and use of cloud-based operational and support services, their needs and expectations from BPO service providers has caused a disruption in the traditional operational, delivery, and support model that the service providers have used to build and operate their internal and client operations. As an example, the traditional labor arbitrage model focused on shifting manual processes and functions to the lowest labor geographies has been replaced with digital labor and automated self-learning applications. Where the main value proposition is the lowest labor costs and largest labor pool of skilled resources, now it is more oriented to leanest resource pool with the greatest use of automation. Certainly, no level of technology will completely replace human intervention; not even IBM’s Watson can make discretionary decisions or exceptions, or talk with customers directly.
The Accredus Difference
At Accredus, our focus and compelling Value Proposition is that we lead all client engagements with the greatest use of automated technologies, supported by our near-shore delivery network. Our industry focus is Healthcare and Mortgage & Financial Services, and our client profiles and engagements cover all the business segments for each industry. Our approach is two-fold, bundling automation with process optimization to achieve the highest level of productivity and performance at the absolute lowest cost of operations. We achieve this by implementing the most advanced and mature industry-specific solutions that automate the entire echo system of our clients operations, digitize as much of the traditionally manual processes, and providing localized support resources utilizing our US based Agent-at-Home support model that is customized for each client engagement.
To support our international clients that require personalized support, Accredus taps into our near-shore delivery network consisting of over 1,500 fluent English and Spanish industry and subject matter experts based out of Bogota Colombia with nine additional operations centers throughout Colombia delivering services and support on US Central or Eastern time zones.
Vested in our Clients
Certainly, the implementation and use of advanced technologies and digital labor to automate operations and optimize productivity by itself will reduce our client’s operational costs, but at Accredus we take it one step further by being fully vested in our performance and business impact with every client and engagement. Whereas the traditional BPO model is based on FTE’s and labor arbitrage, the Accredus financial engagement model is based on a transactional or BPaaS model with 100% utilization rather than the typical 70%-80% utilization from an FTE based model. The BPaaS model is based on transactional volume and scaleability, which drives maximum optimization of productivity, efficiencies, integrity, and accuracy with our Gain/Share compensation model.
For more information on Accredus’ services portfolio, technology and financial engagement model, visit our website at www.accredus.com or contact us directly at www.accredus.com/contact-us