Page 9 - Logistics News - March_April 2023

O P I N ION

This is the strategic reason behind partnering company and BPO provider is governed by service
with a BPO provider and this decision will allow level agreements (SLAs) that contain clear KPIs.
business leaders to focus solely on perfecting core What happens from the moment a business decides
business functions and the work that matters most to outsource a non-core operational function? Its
in accelerating the growth of the business faster and chosen BPO provider comes in to re-engineer that
easier. By outsourcing to a specialist BPO, businesses business function in order to streamline operations
gain access to immense industry expertise, from and increase output. A more efficient way of working
human and industrial relations to legal expertise is established by the BPO and from there the BPO
through to operational and financial expertise monitors processes continuously to refine efficiencies
without the need to recruit and hire internally. A BPO even further. This results in boosted productivity,
provider also provides flexibility of labour resources enhanced utilisation of resources and decreased
to the business without any of the stress and hassle operational costs. Better still, it results in increased
of having the additional headcount on the books profits and enhanced risk mitigation.
and managing the associated industrial relations
(IR) and human resources (HR) processes. This Keeping up with technology trends
gives businesses the ability to scale up and down as Technology is improving daily and it’s hard for
necessary to meet seasonal and fluctuating demands. businesses to keep up with the pace of change. Today,
every business relies on customer experience and
It’s a numbers game there needs to be a seamless alignment between
Bringing a BPO on board is a cost-effective means people and processes in order to facilitate a positive
of achieving more with less by reducing overhead customer experience. By joining forces with a BPO, L O GI S T I CS NEWS
costs and saving valuable time. Fixed costs (salaries, companies gain access to the latest technology and
etc.) become variable costs directly linked to output tailored solutions for their businesses, applied by
and performance. The relationship between the trained and skilled professionals. •

www .l o g ist i csn e w s .c o .z a M A RC H/A P R IL 2023 7