Robotic Process Automation

Robotic Process Automation in BPO

Aravind Nallasivam | Last Updated on : January 28, 2022

RPA for BPO

There is no doubt that Robotic Process Automation (RPA) solutions have taken a better position in almost all core systems of various industries and organizations. Still, even after the successful implementation of RPA, there exist a common misbelief that robotic process automation may lead to the replacement of business process outsourcing as companies start automating their business processes within. It is already a fact that RPA is just another technological advancement that BPO vendors provide along with their other services. Outsourcing business processes automation with a BPO vendor is considered as another way to integrate the benefits of BPO and RPA. Some of the major points why RPA integration is relevant for BPO are mentioned below: 

  • Less operating costs 
  • Higher operational efficiency 
  • Great quality output and fewer errors 
  • Better employee and customer experiences 

What is Business Process Outsourcing? 

Business process outsourcing (BPO) is a subdivision of outsourcing that includes giving out certain functions and responsibilities on a contract to an external service provider (third-party vendor. BPO is generally classified into 2; 

  • Back-office outsourcing consists of business activities inside the company, such as human resources, finance, and accounting. 
  • Front office outsourcing consists of various services offered to customers like call center facilities. 

Reasons for using RPA for Business Process Outsourcing 

There are many underlying reasons why Robotic Process Automation is used for Business Process Outsourcing. Well, let us say that these reasons are actually the benefits of using RPA for BPO. They are explained below one by one: 

Improves business productivity 

RPA’s latest and advanced data processing capabilities in Business Process Outsourcing enable decision-makers to activate important statistics and make instant decisions to increase the response of customers to new promotions. It also enables businesses to innovate and maintain their strategies to adapt to changing market forces, trends, and customer needs. Automation of back-end operations, sophisticated security features, analytics, audits, and administration help improve business productivity.  

Low cost 

Organizations can minimize operational expenses when they outsource certain operations and processes from third-party providers by taking advantage of cost-efficiency and rapid Return on Investment (ROI). This lifts the costs of investment on huge IT infrastructure, hiring more workers, training, and managing them to carry on those processes and operations. Almost 25% – 80% of operating costs are reduced with Robotic Process Automation. 

Enhance security and control 

Security is a major concern especially when your organization is outsourcing processes and activities from an external third-party provider. RPA maintains compliance by accurately managing sensitive and strategic data with 100% accuracy. They are predictable and easy to track or monitor as well. Leading data security solutions, including encryption, can be used to prevent specific vulnerabilities. RPA also sets up quick response security controls, restricts unauthorized access to any file or data, and detects security vulnerabilities, risks, and loopholes before an issue arises.  

Better workforce management 

BPO relies heavily on a manual workforce for day-to-day operations and monitoring systems. The introduction of Robotic Process Automation in BPO facilitates immediate possibilities of better employee management and employee frustration reduction programs. A 24/7 engagement model can be created using bots in the workplace in the absence of human workers. It enables businesses to expand globally and meet the cross-border requirements of a variety of clients. Business resources can be increased or decreased depending on the on-seasonal and off-season activities.  

Heavy data exchange 

Performance-scaling is vital in BPO and it relies mainly on data-based information. The usability and integrity of data enable businesses to seize opportunities and obtain statistics. There are high possibilities of errors in manual data exchange and heavy traffic, which slows down whole processes. Since there is no requirement for a proportional infrastructure upgrade, solutions based on the RPA scale are easily accessible at a low cost. In fact, the introduction of RPA software means that capacity improves while reducing resource consumption. 

Modernized solution 

Different and flexible solutions are always better for maintaining existing customers and gaining new customers. Technology is something that keeps attracting customers because of the convenience it offers. Deployment with the latest trends like RPA and other technological advances in the BPO sector will enable companies to stay on the verge of innovation and find different positions and rankings in business processes. 

Processes supported by RPA in BPO 

Here are some of the important processes in Business Process Outsourcing, which has the backing of Robotic Process Automation. 

File and data manipulation 

Relevant data files and reports can be retrieved from file storage, evaluated, copied, deleted, or formatted within minutes, either separately or as a whole. RPA supports the efficient working of spreadsheet processing RPA solutions, timely updation of data, and mining platforms in the Business Process Outsourcing Sector.  

Data entry and validation 

Automated conversion of speech into texts and voice-to-data conversions can be performed while on a call with customers. The efficacy of Robotic Process Automation in data management is visible in the examples of keyword analyzers that eliminate keyword stuffing and predictive data tools. With an RPA tool in the right place, it is easy to combine, validate, and convert customer feedback and forms to essential standards. Evaluation notifications help businesses to automatically correct errors during data entry or gather accurate information. 

Reconciliation 

RPA facilitates automated ticketing systems that are capable of handling consumer complaints, system inconsistencies, and downtime. Implementing RPA solutions in main systems paves way for efficient and priceless reconciliation tasks. RPA bots in BPO and monitoring systems can mitigate risk through dynamic coordination at each operational level. 

Wrap Up 

Since BPO offers more operational flexibility, companies are mostly attracted to BPO. By giving out specific functions and business processes for outsourcing, companies can give more time and resources to key areas such as customer relations and product leadership, which eventually result in more gains compared to other competing businesses in the industry. BPO also helps businesses access advanced technological innovations. BPO vendors and companies are continuously adopting the latest technologies and practices to improve business processes.  

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Aravind NallasivamSolutions architect at ClaySys Technologies.
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