Business process outsourcing (BPO) is the act of contracting work processes to external service providers as auxiliary – as opposed to core – business functions that can be either technical or non-technical.
所有企业都将服务外包，从刚起步的初创企业到财富500强企业，随着越来越多的公司寻求在竞争中领先，对BPO的需求也急剧增加。BPO经常被用作替代性的劳动力迁移，是利用国际人才的技能，同时允许他们留在自己的国家的一种极好的方式。
不同的BPO类别
BPO通常被分为两大类服务，可以为后台和前台应用提供服务。采购等内部业务流程属于后台服务，而前台服务包括营销和技术支持。由于有了BPO，合并这些服务很容易，因此它们作为一个单位而不是两个独立的服务部门运作。
BPO也可以分为三类之一，根据供应商的位置，流程可以是离岸、近岸或在岸。
Offshore vendors are located outside of the organization’s home country. An excellent example of an offshore vendor is a Spanish company using an offshore BPO vendor in South Africa.
Nearshore refers to BPO vendors that are in the contracting company’s neighboring country. For example, a BPO in the United States is a nearshore option in Canada.
Onshore BPO vendors are in the same country as the contracting company, albeit they might be in another geographical area. A contractor in Seattle (U.S) might use an onshore vendor located in Texas.
BPO的好处
There are various reasons why organizations choose to outsource services. In addition to reduced taxes when dealing with offshore BPO vendors, U.S. companies also choose to outsource to reduce operating costs, expand their global presence, and increase the speed and efficacy of their operations. Here’s a deeper look at the benefits of BPO.
Business Process Outsourcing Reduces Operating Costs
当企业选择外包服务而不是雇用全职的内部劳动力时，有一个实质性的成本节约因素在起作用。企业在外包时还可以使用可变成本模式，而不是部署必须用于保留当地雇员的固定成本模式。
它使企业能够专注于关键功能
Many businesses choose to outsource services that aren’t directly related to their core functions and processes. For example, a U.S.-based brand won’t have to monitor localization projects as closely when they choose to use a Language Service Provider that is highly experienced in the matter. Instead, the company can focus on business growth, and together with its BPO services, the company will gain a competitive advantage, increase profits, and enhance its customer satisfaction ratings.
使企业能够扩大其全球影响力
Some outsourcing companies can service customers in many languages 365 days a year, relieving the contracting company of those responsibilities. Companies that outsource can strengthen their presence in multiple countries without risking having local divisions going redundant.
Business Process Outsourcing Enhances Flexibility
Businesses that outsource services are often better equipped to react to risks involved with launching new products and services. By outsourcing, the business can also realign its internal resources to ensure core business functions are placed on the top tier of the priority list. Since the contracting company turns to specialists for certain services, they’ll save time, improve accuracy, and increase their capacity simultaneously.
企业可以外包哪些类型的服务？
There are several services that BPO providers now offer in an attempt to help fills gaps within organizations. Some industries that participate in BPO initiatives include business services, language services, retail and e-commerce, healthcare, pharmaceuticals, energy, automotive, telecom, banking, supply chain, capacity solutions, and asset management, to name but a few. Thanks to the rising popularity of BPO, many subspecialties have emerged. These include:
ITES
ITES--或信息技术驱动的服务--BPO通过互联网提供IT服务。这些服务通常包括IT分析员和服务台分析员等角色。
KPO
Knowledge process outsourcing (KPO) BPO focuses on research, analysis, and data processing services. In many instances, KPO services form part of core business functions, enabling them to sometimes make low-level business decisions. These services are often also linked to the vendor’s value chain since the sourcing business hires talent experienced in specific fields.
LPO (legal process outsourcing) also forms part of KPO, a subset comprising higher-level legal work that goes above legal transcription. Research process outsourcing (RPO) also forms part of KPOs and mainly focuses on research and analysis that supports marketing, biotech, investment, and business firms.
旅行
As the name implies, this type of BPO pertains to all operations a business relies on for its travel logistics, such as car rentals and hotel reservations. Many airline companies engage in BPO to help streamline front- or back-office processes.
In general, BPOs specialize in specific services. They fall into following major sectors:
- 客户互动服务
- 后台交易
- IT和软件服务
- 财务和会计服务
- 人力资源部门
- 知识服务
Ready to Thrive with a Business Process Outsourcing Strategy?
Due to recent shifts in consumer behavior and a higher demand for multichannel communication, the BPO industry has grown exponentially over the last few years. With more companies relying on cloud technologies, technical services like HR, web design, and accounting are at the forefront of the BPO industry’s focus.
业务转型外包（BTO）也一直在上升，因为它使企业能够获得咨询服务，提供传统的支持性功能和改造其流程的能力，以提高整体业务增长。