Increasing Competitiveness for Business Process Outsourcing (BPO) Providers

Extending Business Process Outsourcing Benefits

Companies use Business Process Outsourcing (BPO) to maximise savings and productivity, achieve capacity and scalability, and allow clearer focus on core/strategic business operations. Singularity can help you provide additional and richer BPO services to your customers, extending the reach and value benefits that you deliver.

With Singularity, you can rapidly reengineer your existing processes, develop new applications and leverage existing investment in electronic Document & Records Management and CRM systems. We will enable you to offer services which continually improve in efficiency and effectiveness throughout the contract term and which can adapt quickly to changing customer needs.

Highlights

• Process Management and Automation – comprehensive process management improves quality of service provision, automating tasks where possible and equipping users with all data and documents required to perform manual tasks efficiently and effectively.
• Management of Staff Competencies – have confidence that staff work only on tasks for which they are sufficiently trained, via the setting of skill levels for users and departments and the automated distribution of work to appropriate staff
• Quality Checking and Sampling – monitor service quality for staff with different levels of experience by ensuring user-configurable amounts of their work are ‘Quality Checked’ and ‘Quality Sampled’
• Smart Alerts, Exception and Escalation Management – ensure early capture of issues, multi-channel alerting of relevant participants, smarter handling of exceptions and intelligent escalation to ensure problems are efficiently overcome
• Compliance and Performance Monitoring – receive out-of-the-box and configurable reports, including real-time monitoring, of service delivery performance. Store detailed audit and performance data at the most granular level, to prove execution and drive process innovation.
• SLA Achievement & Reporting – ensure achievement of SLA’s and provide drill-down reporting on status. Accelerate processing for “close to breech” cases and drive human attention to priority tasks to ensure SLA conformance.
• BPO Agility – Equip your BPO organisation and your customers with the ability to add new or changed processing easily and quickly to reflect new customer strategies, policies and practices.