ITES industry today is passing through one of the most exciting times. At one end, there is a pressure on these companies to become cost and process efficient and on the other end there are tremendous growth opportunities for the leaders in the industry.

BPOs which will adopt best people and technology practices will race head of others and will define the industry leadership. Some BPOs have already taken a lead in using emerging communication technologies to make their processes more cost effective and efficient.

Improving Process Efficiency
Stringent SLAs of the business processes necessitates BPOs addressing problems as soon as they occur. Mobile messaging services can be deployed by the BPOs to achieve a high process RTO (ReturnTime Objective).

Managing Employee Attrition
Frequent changes in incentive schemes are common in BPOs to retain and motivate the best talent. Often employees are unable to know about these changes as they have limited access to emails. Mobile messaging can be deployed to increase employee involvement in such incentive schemes and hence reduce the attrition.

Optimizing Employee Logistics
Once the cab timing is decided, it is flashed at key places in the office which the employees miss to notice oftenly. This results in a sub-optimum utilization of the cab, fuel wastage and low employee attendance. Mobile messaging can be deployed to increase the capacity utilization of these cabs and reduce their operating costs.

Automatic critical failure alerts based on the pre-configurable business rules.

Alerts/updates on process recovery.

Periodic MIS to stakeholders on process performance.

Escalation to higher level if problem not attended to by the assigned resources.

Intimating employees about the referral schemes, account transfers and incentives.

Schedule interviews and sending offers to prospective employees.

Alerts on change/delay of cab timings to the employees.

Employees can query cab timings.

Employees can register pick-up/drop of cabs.