You’ve probably heard that business process outsourcing (BPO) can transform your back-office functions, enhance the quality of service, and improve your bottom line. This is all true, but much of your experience hinges on the outsourcing partner you choose. Below, we’ll go over some of the most important things to look for in a BPO company to streamline the decision-making process and help ensure your experience is everything you need it to be.
1. They Want to Be Your Partner
There’s a monumental difference between a company that wants to be your partner versus a service provider or vendor. At DATAMARK, we do think of ourselves as a BPO provider or vender, but we also integrate ourselves into the companies we serve. This starts at the very beginning when we’re networking with company leaders and discussing what your processes are like today, and carries through well into the relationship as our client solutions managers keep a pulse on process success and remain in touch.
2. BPO is in Their DNA
Years of experience make all the difference in the world. Companies that have been in BPO for an extended period of time are experts in methodologies like Six Sigma that can boost efficiency and are truly dedicated to creating world-class experiences for their customers. With three decades as a leading BPO provider, DATAMARK has the expertise necessary to ensure processes are handled both expeditiously and accurately.
3. They Know Your Industry
It may go without saying, but each industry has distinct concerns and areas of opportunity. Look for an outsourcing partner that is already familiar with the types of processes that must be carried out, industry-specific regulatory compliance, and the unique needs of your customers. For example, DATAMARK has experience with creating successful outcomes in healthcare, transportation, banking & financial services, retail & manufacturing, insurance, energy & utilities, and government agencies.
4. They Focus on Innovation & Technology
Adopting new technology and exploring new ways to enhance old processes allow for continuous improvement. When you work with a BPO partner who focuses on these areas, the sky is the limit, and your results will get even better over time.
5. They Bring Together the Right People & Culture
Technology is only one component of the picture. Take data capture, for example. On one hand, high-volume image and document scanning machines can whiz through thousands of documents rapidly, reading the information and cataloging it or preparing it for processing. Ours at DATAMARK makes quick work of both structured and unstructured data, making it possible to capture everything from claim forms through letters in the blink of an eye. However, sometimes an expertly trained human eye is required, or manual keying is necessary. This is why we also ensure we’re bringing the right people on board and providing them with the training and environment needed.
6. Their Service Area Fits Your Needs
Many people believe that outsourcing always means sending the work to offshore entities. Nothing could be farther from the truth. DATAMARK, for example, was founded in El Paso, Texas. We offer on-shore outsourcing solutions here in the Lone Star State, plus have facilities across the country and can even provide on-site BPO services. We also offer near-shore and off-shore BPO solutions, too, ensuring our clients can always find the right fit for their needs.
7. They Create Tailored Solutions
It’s one thing for a company to say they can scan all your incoming forms, but can they create a custom solution that puts the data from them into your legacy software? What about the transition? Can they get you up and running fast or bring your employees onto their team as you migrate to BPO? Our case studies section is filled with stories of real companies that switched to outsourcing and examples of how we created custom solutions to suit their needs.
8. They're able to Scale with You
The needs of businesses change. Sometimes those shifts are seasonal or coincide with a campaign you’re running, and you may need to ramp up to cope with an influx. Sometimes those shifts are due to overall growth, and you may need more work completed or to outsource additional processes to free up resources and regain focus. Be sure your BPO partner has the bandwidth to support your company’s needs as they change.
9. You Receive Added Value
Often, businesses think of the value of BPO in terms of finances—how much money you stand to save. That, paired with concerns like service improvements, are among the top reasons companies choose to outsource. However, it’s essential to look for other ways your BPO partner brings value to the table. For example, DATAMARK clients have one main point of contact—their client solutions manager—who monitors the success of their processes, is always available for questions and troubleshooting and often visits the facility in person to meet everyone and observe the processes in action. We can also integrate business continuity planning to ensure things like natural disasters and pandemics don’t disrupt the flow of business. Plus, we deliver regular reports that demonstrate the success of processes in a quantifiable way.
Our mission is to provide our clients with superior quality services in a secure environment, competitively priced and delivered on time, thereby realizing fair compensation for our efforts and investment, enabling DATAMARK to continue its growth in the market place.
We provide a wide range of outsourced back-office services, including call center and business process outsourcing services to include high-volume digital mailroom and mail center management, data entry, document processing and document management.