The digital revolution is transforming nearly every industry; affecting the way we serve our customers, manage our operations, engage our workforce, and grow our businesses. Yet, at a time when the majority of the business world is rapidly embracing innovation and technology, many BPO service providers are falling behind and failing to deliver on the kind of value that is anticipated.
In fact, Accenture-sponsored research from HfS Research revealed that about half of the buyers surveyed described their current engagements as “mainly lift and shift,” where existing processes are merely transferred to an external provider to reduce cost, with limited business transformation involved. This directly conflicts with buyers’ expectations that places disruptive technologies, such as automation and analytics, at the top of the list and projected to continue to rise in importance.
Faced with the enormity of the opportunity and the transformational effort required, it is not surprising that many BPO organizations are feeling overwhelmed. However, the necessity of incorporating this transformation into business process outsourcing can no longer be ignored. Engagements that are focused on using innovative technology to drive business outcomes can offer a new level of effectiveness and efficiency, but more importantly, have a far better chance of delivering improvements in business value and profitability.
Gearing up with RPA
When RPA first arrived on the scene, it was met with mixed feelings by the outsourcing community – fearing it challenged their value proposition. After all, BPO arbitrage is created by low cost, offshore resources; the RPA arbitrage is created by software robots that emulate and replace the human workforce.
These initial fears were soon alleviated when early BPO adopters of RPA reported remarkable outcomes, including: dramatic process improvements, cost savings, redeployment of resources to higher value functions, improved productivity, quality and customer service. As the value and business benefits of RPA become increasingly apparent, more and more BPO providers are realizing the significance of adding RPA to their service offerings.
The way forward
Making the leap to RPA is a decisive moment for any company, but the biggest challenge is simply getting started. Having worked with dozens of organizations on their RPA journeys, we created an ebook to help you think about how RPA can work in your BPO organization and all the need-to-knows to move forward.
This eBook covers frequently-asked questions, the specific benefits of RPA to outsourcers, a step-by-step guide to choosing the best RPA tools, and how to prepare your workforce. It will also help you to appreciate what RPA can mean in terms of ROI and business results.