Business Process Outsourcing

Business Process Outsourcing (BPO) is the growing trend where a company out-sources or relocates its partial or total business functions. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in the marketplace. BPO is often divided into two categories: back office outsourcing, which includes internal business functions such as billing or purchasing, and front office outsourcing, which includes customer-related services such as marketing or tech support. This industry has increased by leaps and bounds in yester years due to growing demand of business processes, increasing profitability of clients, and cost reductions. Endless examples of successful relations in BPO are no more a surprise in today's world of convergence.

If a bank shifts work of a 1000 people from US to India it can save about $18 million a year due to lower costs in India. According to Mckinsey, giant US pharma firms can reduce the cost of developing a new drug, currently estimated at between $600 million and $900 million by as much as $200 million if development work is outsourced to India

Process Management

Outsourcing today has become the lever to unload your organization off resource-consuming procedures and controllable costs, allowing your organization a stronger focus on core business areas. Helios in this regard leap-frogs over the competition by providing not just cost benefits but with the optimal leverage of people, passion and performance, a value proposition for your company that increases productivity and delivers unprecedented results.  

RedTech is your ideal choice because of the following key differentiators that add value to your business:

• In depth understanding borne out of 30 years of management experience in the industry.
• Expertise in managing business across a range of verticals, industries and countries
• Open and trusted relationships with clients and their customers
• Various models of engagement to give you customized solutions
• Internationally bound delivery guarantees and Service Level Agreements
• Innovative and proven methodologies that control processes, technology and performance

Advantages

The People Advantage:
The crux of RedTech is our people and their zeal to be the best in the industry. With widespread experience and varied expertise, our team considers your business, their business. With a six stage recruitment policy and a six week training program, we ensure that we employ some of the most committed, dedicated, top performing BPO operatives in the industry with impeccable communication skills and a passion to excel.

By providing careers that's challenging and rewarding, RedTech offers our employees the right environment for them to realize their true potential in a place where having fun is a part of your key responsibility areas! It is of no surprise to us that we continue beating industry standard attrition levels month after month that would ensure your business is dealt with the same staff you deploy from day one giving you the benefit of increased performance over experience and time.

The Location Advantage:
With its unique multi-shore delivery model, RedTech uses the location and infrastructure best suited for your business.

RedTech's facilities thrive with an always-on infrastructure backbone, built on high-speed, redundant, reliable voice and data networks that ride on best-in-class technologies and maintained round-the-clock by highly skilled expert teams. We have infrastructure that can support diverse operations and can be scaled up quickly to meet our clients' increasing business needs.

A snapshot of RedTech's state of the art delivery centre in Hyderabad, India:

• Fully automated call desks
• Uninterrupted power supply
• Fully redundant voice and data communications with security
• Dedicated high speed internet connectivity
• Independent bays for clients
• Comprehensive data security

Engagement Model

B.O.T - Build Operate & Transfer
If you are a dynamic entrepreneur with a vision to create a world class contact centre serving some of US's best telecom companies, partner with RedTech for a complete process covering everything from recruitment to deployment:

Recruitment

RedTech would take charge of the functional recruitment activity of the centre including a 6 stage recruitment process from the release of advertisements to arrangements with HR consultants.

Training  

RedTech would implement a ten day induction training program followed by a ten day process training program for all selected staff members covering aspects such as Voice & Accent, Culture & Communication and Process Knowledge.

Operations

Depending on the necessity, Helios would manage anywhere between two weeks to twelve months of operations for the new set-up both on site as well as remotely to ensure effective implementation of training and processes

Management Information Systems

RedTech would implement its state of the art SOPs (Standard Operating Procedures) for all departments of the new centre covering every single aspect of operations. The Call Centre Bible as we refer to it is a one point reference guide to the management of your world class set-up.

Quality  

RedTech would create and implement world class quality compliance and assurance processes that would ensure the new set-up is everything that each and every associate of RedTech is proud of.

Transition

RedTech would ensure the smooth transition of the team & processes the management of the promoter on completion of a successful period of operations.

Call Center Consultancy

The BPO industry has revolutionized the world in several days. Location & Time - Two critical aspects of any business are now no longer significant in achieving a company's objectives of increase in productivity with a corresponding decrease in costs.

The ITES-BPO sector in India continues to grow impressively at a steady rate of around 37% p.a with revenues touching £6.3 billion. With nearly 50% of this arising out of customer interaction business, the focus is now on quality centers being created to meet the demand of the increase in business being outsourced to the country. India is expected to sustain itself as the No. 1 destination for Business Process Outsourcing despite increasing competition from the Philippines, Sri Lanka and China, amongst others. Call Centre Consultancy services in this regard are proven to be of tremendous use to companies wishing to enter the industry as well as companies wishing to outsource their business.

On the other side of the spectrum, there are a number of call centers unable to sustain themselves even for a single year of operations because of inexperience and inadequate planning and implementation. It is in this regard, that Helios Outsourcing, with its thirty of years of management experience steps in as one of India's premier call centre consultancy companies. RedTech has with it the expertise of setting up a call centre from scratch in timelines that ensure sustainability and profitability of the business at the earliest. Call centre consultancy services by Helios ensures all round analysis of your requirements and a comprehensive tailor made solution to all your needs.

Services Offering

A proven, trusted leader in customer management, we offer an extensive breadth of customer-centric outsourcing services, such as:

Business Process Outsourcing (BPO):

Customer care process transformation through the strategic integration of automation, re-engineering and day-to-day operations

Customer Service:

High-quality customer experience provided when we manage your customer inquiries

Offshore Capabilities:

Cost-effective, blended solutions that maximize value and minimize risk for customer care and back office support

Customer Retention:

Effectively apply customer insights to increase retention through save programs, loyalty programs and pre-emptive campaigns

Direct Response:

Increased conversion rates and our flexible staffing services for high-volume calls

Technical Support Services:

Cost-effective pre- and post-sales technical support for your consumer customers, business customers and/or business partners

B2B Sales and Marketing Services:

Revenue growth occurs when you use us to augment your business sales channel as we become a true extension of your sales force

Consumer Sales and Marketing Services:

Broad range of sales services from lead generation and acquisition to cross-selling and up-selling

Back Office Services:

Your behind-the-scenes resource for integrated document management and transaction processing capabilities

Accounts Receivable Management Services:

Integrated customer care and receivable management solution designed to minimize delinquencies and maximize recoveries

Let us help you focus on increasing your customer satisfaction, contact us today!