ITES BPO is an outsourcing model that uses IT, typically over the internet, for outsourced process delivery. Companies outsource business operations to allow specialists to manage processes that are not typically considered part of the core business, achieving cost savings and operational efficiency. ITES BPO relies on technology to deliver the required service, and internet-based projects have become the most popular application of this type of outsourcing. Examples include a web-based customer service help desk system and document processing.
Information technology services (ITES) business process outsourcing (ITPO) is an outsourcing model that uses information technology (IT), typically over the Internet, for outsourced process delivery. This type of outsourcing has all the same functionality as regular BPO with the inclusion of IT as the service delivery mechanism. ITES BPO has emerged as a viable outsourcing category as the internet has grown in ubiquity.
Companies outsource business operations to allow specialists to manage processes that are not typically considered part of the core business. Examples of business processes that are often outsourced include human resource management, accounting, payroll, data entry, and some types of customer service functions. Outsourcing these tasks to third-party specialists allows the company to reallocate resources to the design, manufacture and delivery of its products, rather than ancillary business processes. In this way, the company expects to achieve cost savings and operational efficiency.
ITES BPO is a type of outsourcing that relies on technology to deliver the required service. The service is delivered electronically, usually over the Internet, but may use any type of telecommunications or data network. An example of an ITPO BPO that is not internet based is an outsourced IT helpdesk. Companies use an internal IT helpdesk to troubleshoot their network. If this function is outsourced, the service provider handles telephone or email support requests, accesses the corporate network, uses software to remotely view and control an employee’s terminal, and resolves issues through these and other electronic means .
Internet-based ITES BPO projects have become the most popular application of this type of outsourcing. The Internet allows for always-on worldwide connectivity with the inherent redundancies of a network run by numerous unrelated sources. Most importantly, the Internet, as an electronic communication mechanism, is easily accessible to consumer-level customers, employees, customers, and vendors through the use of a browser application.
An example of an ITPO BPO delivered over the internet is a web based customer service help desk system. Companies hire service companies to manage the email help desk that is part of a company’s website. The service provider uses a software solution to manage customer contacts. Customers submit problem tickets electronically over the Internet. The service provider processes the tickets and answers questions via email.
Another example is document processing. A company that needs information gleaned from documents can hire an ITES BPO service provider to manage documents electronically. Documents can be transmitted to the company electronically over the Internet or, if they are hard copies, scanned and then transmitted. The service provider’s employees transform the document into a database, code information, categorize the content, and clean up the character recognition as required. The database is also accessible to the client company and its employees over the Internet.
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