You know your business inside and out, and you want everyone in your organization to have the skills and knowledge necessary to meet customer demand and advance your company. But when it comes to ancillary functions like warranty claims, clinical trials, mailrooms, copy centers, etc., those things can be handled by an outside firm with that business process experience. It lets you focus on what you do best.
That’s where Idea comes in. Our innovative approach to business process outsourcing (BPO) is fueled by ongoing communication and collaboration, fusing your critical business knowledge with our functional and procedural expertise. We understand that your business is unique and that smoothly functioning ancillary processes are just as critical to success as your primary service. And just because you may be in a highly technical or highly regulated industry, you shouldn’t have to pay a premium for basic business services.
So here’s how it works:
We take the time to learn your business and your needs.
Our team will work closely with your key stakeholders to get an in-depth understanding of your challenges and the goals for your BPO program. We’ll document everything and establish communication channels to make sure everyone is engaged and on the same page.
We develop a clear knowledge management strategy.
Effective knowledge management is at the heart of our BPO approach. We will meet regularly with your subject matter and product experts to develop a living library of content that can be shared with your BPO employees during on-boarding and training, ensuring they can speak your language, represent your brand and deliver value to internal or external customers. At the same time, we will share our recommendations for staffing, infrastructure, training, delivery and management of the BPO function.
We work together to determine staffing requirements.
Together, we’ll gauge appropriate staffing levels and determine which skill sets are critical to the BPO function and which skills can be taught and tailored to your specific operating environment. Your managers can participate in interviews and hiring discussions in order to ensure a good cultural fit between candidates and your company.
We are committed to continuous improvement.
Even after the program is implemented we continue to work with you to stay abreast of critical knowledge that must be transferred to your BPO personnel. We also provide proactive recommendations to continually enhance the program and solicit feedback through informal communication and formal Voice of the Customer surveys to make sure we are always meeting your needs.
Lower costs. Higher quality.
Idea’s approach to BPO has been proven to deliver results to some of the largest and most successful companies in the world.
Among the many benefits we deliver to our customers is a high return on investment and reduced expenditures. No longer do they pay premium prices for specialized professionals or niche services that add nothing but higher costs.
Customers have also been able to reduce cycle times, enhance flexibility and increase customer satisfaction numbers to record levels. Plus, many businesses have been able to redeploy experienced and high-performing BPO talent to other, more critical areas of their business.
If you’re ready to get more out of your business process outsourcing services than just an expensive invoice, Idea is ready to help.