FrontLogix | Beyond Customer Care

FrontLogix Black

Business Process Outsourcing examples and best practices

What are BPO examples?

Business process outsourcing examples include tasks such as call center services, human resources management, accounting, payroll, customer service, marketing, and information technology. There are many reasons why companies outsource their business processes. Mostly, because optimizing the business processes is both crucial and difficult to manage in-house. By outsourcing these processes to a third party, companies can save time, reduce costs, improve efficiency, focus on their core competencies, and gain a competitive advantage. 

Business process outsourcing services examples

Reasons for outsourcing

Some of the reasons include the need for flexibility in staffing, cost savings through labor arbitrage, and access to skills that are not available in-house. Another reason for outsourcing is that BPO providers typically have extensive knowledge and experience in the areas they offer services. That is to say, they can often provide a higher level of quality and efficiency than a company could achieve internally.

Outsourcing examples and best practices

Business process outsourcing (BPO) handles both front-office and back-office service outsourcing. For easier understanding, we’ll group all outsourcing examples and best practices into front-office outsourcing and back-office outsourcing examples.

Front-office outsourcing examples

The first and probably the best example of business process outsourcing is customer care outsourcing. Both outbound and inbound calls and digital CX services are part of the customer care outsourcing. And companies are increasingly using customer care outsourcing services to provide better CX and support, which in turn helps them retain customers. Companies like Apple, for example, outsource their customer care services to countries with cheaper labor costs. The most common examples of customer care outsourcing are:

  • Cold calling
  • Follow-up calls
  • Scheduling appointments
  • Updating contact list information
  • Onboarding new customers
  • Answering all customer queries
  • Resolving customer complaints, issues, and disputes
  • Payment processing
  • Order processing
  • Upgrades and renewals
  • Scheduling appointments

Closely related to customer care is technical support outsourcing. Many SaaS companies outsource their tech support to third-party service providers so they can have a higher volume of closed tickets and better customer service. Companies like Amazon or IBM outsource their tech and help desk support and are known as one the best tech-support providers. 

Marketing, Strategy, Sales, and Research outsourcing

Marketing outsourcing is another common business process outsourcing example. Many companies (especially in the SaaS) outsource their Marketing services to third-party companies. These third parties include advertising agencies, event management agencies, digital marketing providers, strategic marketing and management agencies, etc. The most common examples of Marketing outsourcing services are:

  • Market and competitive research
  • Marketing strategy  
  • Content writing
  • Content creation / production
  • Design
  • CRM 
  • Marketing automation
  • Social media marketing
  • SEO
  • Event management
  • Public relations

Often together with outsourcing marketing, companies use sales outsourcing too. This means hiring a BPO (or third-party specialized sales agency) to handle the sales process for them. This example is popular among start-ups or smaller companies that still do not have enough time or the right people on board. Apart from outsourcing the sales processes, some companies choose to outsource the after-sales services as well. This means handling the customers after they make their purchases.

Another popular front-office business process outsourcing example is market research outsourcing. Firstly, professional market research outsourcing companies use tailored strategies and specific methods for each client. Secondly, they have skilled personnel in place to efficiently and effectively conduct the research providing the best possible results.

IT and software development outsourcing

Another common example of BPO is IT and software development outsourcing. Even big companies like IBM and Microsoft outsource some of their IT and software development to other countries where it’s easier to find skilled programmers at lower prices. The most common examples of IT and software development outsourcing include: 

  • Website development
  • Website hosting
  • Application (software) development
  • Application (software) support or management
  • Database development
  • Database management
  • IT infrastructure & management
Team planning and mapping outsourcing strategy

Back-office outsourcing examples

As front-office services are mostly client-facing, back-office services are not. One pretty common example of a business process outsourcing is the use of a third-party company to handle payroll functions. Similar to the other examples, by outsourcing the payroll process, a company can save time and money, while also ensuring that employees are paid accurately and on time. Payroll outsourcing most often includes:

  • Processing paychecks
  • Tracking vacation and sick days
  • Managing other benefits

Another common back-office outsourcing example is Accounting outsourcing. Subsequently, many companies hire third-party accountants or accounting firms to handle all accounting services, including:

  • Cost Accounting
  • Accounts Receivable/Accounts Payable Management
  • Tax reporting and filing
  • Bookkeeping
  • Financial statements and reports
  • Financial planning, analysis, and strategies

HR outsourcing is also one of the most popular back-office outsourcing examples where a company transfers management and responsibility for certain HR functions to the external (third-party) provider. Popular HR outsourcing options available to employers include:

  • Monthly HR support
  • Strategic HR Initiatives
  • Employee Engagement
  • Employee data management
  • Benefit and leave administration
  • Relocation services (international and domestic)
  • Recruiting and hiring operations
  • Learning and training services
  • Reporting and analytics
Clickable Image from free guide for outsourcing services

The right BPO option for your company

At FrontLogix, we offer a variety of BPO services that can help you streamline your operations and improve your bottom line. Above all, we have years of experience in the industry, so you can be sure that we will provide you with the best possible service. We’ll work together to develop consumer loyalty tactics. We’ll assist you in making the most of your client data, developing new consumer experiences, and streamlining your business operations. In conclusion, you’ll have more satisfied customers who stay happy for longer periods of time if you invest in superior customer service—all while spending less time and money!