Converge Bpo Services For A Powerful Advantage
In previous articles I have introduced readers to BPO
, or Business Process Outsouring, from as much of a layman's perspective as possible. At all times I am trying to avoid overcomplicating what can be a simple and clever way to empower your business to such an extent that you can truly compete on a level playing field with much larger companies. That said, if you do it right you will actually have substantial advantage over more entrenched brands and will out compete them at every turn. Let me show you how.
The assumption is that you have read my previous articles and have now seriously considered outsourcing some aspects of your business. My entire business is now outsourced. All of it. Every single aspect of it and whilst I have more than 220 highly skilled operatives working for me, they are all on some one else's payroll. Meaning I have zero fixed HR costs. Each department, be it sales, marketing, support, clinical, web dev and app dev is undertaken by specialists who are contracted to me on a pay as I use basis.
My company, Crystal Medical, has over 35 people available to take calls for me, all of whom are connected to our fee to use CRM system and our own limitless VOIP server. We have a global virtual PBX with numbers in several countries and all of our associates, partners, suppliers and service providers each have a line directly to the key person responsible for our contractual and business relationship with them. The cost of this provision is nil. The service providers all add their own VOIP lines to our system and become an integral 3 digit extension of our virtual phone system
This gels the whole virtual organisation together as one. IF a sales enquiry comes in it can be routed to sales or a pre sales tech support person who will answer the phone with our company name. It means that we can have the best brains from all of our suppliers completely and seamlessly working as part of our supply chain.
I have said that the future of business will be competing supply chains and not simply competing organisations. We now have the ability to surpass the service offered by our major competitors at virtually no cost. Sure, if a service call is required there is a cost to sending out an engineer, but the initial calls are now routed to a tech specialist at our suppliers, who determine the best course of action. They are all connected to our CRM system and can instantly call an local engineer, familiarise him with the fault, supply tech specs and diagrams and get the issue resolved quickly. The engineer likewise has the authority to order parts which can be delivered anywhere in the world within 3 days. Operating cost to us. Zero. We only pay for the service call and we have agreed service levels and cost to that too.
The Sales dept works in much the same way. Tele marketing is outsourced to a service provider who works on a results basis. This arrangement was secured after an initial $2000 spend to allow the service provider to develop the pitch and test the market. Now, they get a commission on all sales made. As they are also connected to our CRM system, the tele-canvasser assign leads to sales people and track them from start to order. Senior Managers can get reports in an instant from anywhere showing any number of outputs which helps us to intelligently decide on how to deploy or redeploy resource.
By the way, the CRM system is open source and free, and it only cost us $500 to have a VA from Elance ( Virtual Assistant) implement it and set it up.
In my last article, THE BPO Model II, I promised to share with you how to use software to lock in your customers and lock out your competition. I am going to postpone this for a short while because we are in the process of developing our software and I don't want to give proprietary information away at this stage. However, I want to share more of my experiences with BPO, including the pitfalls and opportunities with you in my next article.
Feel free to ask any questions in the meantime.
Finally, most of the cost of this implementation has been my time. You don't need expensive consultants to help you with this, it is mostly free and very simple if you know how and where to get the resource. Look at how the
by: Stephen Soos
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