BPO Software for Service Quality and Customer Retention
The business process outsourcing market is unforgiving. Half of all BPO contracts fail within five years because customers feel that their business objectives have not been met. BPO providers need tools and techniques that enable them to deliver the kind of low cost, high quality services that attract customers and keep them satisfied. For BPO providers, the right BPO software can be a key component in a successful customer retention strategy.
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Pegasystems commissioned Forrester Consulting to conduct a TEI study to examine the potential return on investment (ROI) enterprises may realize by deploying the Pega 7 Platform.
Pegasystems: The BPO Software Leader
Pegasystems is the leading provider of solutions for business process management (BPM) and business process improvement. Major industry analysts have consistently rated Pegasystems as the BPM technology leader, and our solutions currently help some of the world’s largest companies meet core operational challenges including business process integration and business performance management. Business process outsourcing is an area of particular expertise for Pegasystems: for more than 25 years we’ve worked closely with BPO providers to deliver BPO software that streamlines operations, reduces costs, and elevates service quality.
BPO Software for End-to-End Service Management
BPO software from Pegasystems helps BPO providers manage and optimize their service offerings from end-to-end:
- Service differentiation — According to market analysts, approximately 80% of BPO services are highly customized. With outdated infrastructure, the provisioning of customized services can be a costly undertaking for BPO providers. Pega BPO software is engineered to enable providers to quickly and easily configure and launch differentiated services. Services based on Pega BPO software employ an innovative “layer cake” architecture that lets providers define an enterprise-wide service foundation and then overlay that foundation with elements that are specific to particular customers.
- Efficient service delivery — Manual processing of work is the largest variable cost for BPO providers. Pega BPO solutions enable you to intelligently automate workflows to the maximum extent possible, reducing your costs and increasing control and consistency.
- Monitoring and compliance — Pega BPO software features built-in business process monitoring capabilities that give you 360° real-time visibility into your operations. The system makes it easy to track your SLA performance across customers, and can detect and alert you to early indications of SLA compliance risk.
- Continuous process improvement — Pega BPO software puts business users firmly in control of process creation and improvement. With innovative technology that automates application programming and minimizes demands on over-stretched IT staff, Pega empowers you to continuously update your service offerings to keep pace with changes in the marketplace and to stay a step ahead of your competitors.