Basic Services within BPO

Industry
1. Finance and Accounting

• Processes related to finances have to be

accurate. In most instances, this cannot be
replaced by mere accounting software. It
requires resources and procedures like raising
invoices, matching them with purchase
orders and reconciling bank accounts.
2. Document Management

• Access to data is a must in the business

world. Even small companies generate large
amounts of data and recording and storing
these can be time consuming and expensive.
3. Precurement

• This involves looking for appropriate

suppliers, monitoring supplier performance,
implementing appropriate processes and
procedures, managing requests for
information or proposals and recommending
the best potential suppliers, selecting
suppliers and issuing or managing legal
contracts.
4. Software Development

• This is increasingly being outsourced or ‘off-

shored’, with software development teams
based in areas such as Central and Eastern
Europe and Asia where there is access to
highly-educated, low-cost personnel.
 5. Call Centers
• A call center, a subset of BPO, is a centralized office that
facilitates large amounts of inbound and outbound telephone
calls. As defined by Keith Dawson (Dawson, 1988), a call center is
a “ physical location where calls are placed or received in high
volume for the purpose of sales, marketing, customer service,
telemarketing, technical support, and other specialized business
activity.”
• Call centers have a number of uses:
1. Customer Services (in-bound calls)
2. Telemarketing and telesales (outbound calls
3. Data cleansing
6. Legal Services

• Legal offshoring is also gaining popularity nowadays.

This is a good example of KPO. Lawyers commonly
handle this type of a job. This may involve monitoring
old contracts and licensing agreements to managing
documentary evidence for product-liability cases.
Personnel of such industry read, analyze, and annotate
digital images of memos, payroll and medical records,
old engineering specs, and other documents that might
be used as evidence in legal cases.