IT & Business Process Outsourcing (BPO) How to sell BPO services to your customers
Contact Centers Industries Served
E-COMMERCE AND RETAIL
FINANCIAL SERVICES
HEALTHCARE
Banks, credit card companies
Healthcare providers use
Online and brick-and-mortar
and other financial institutions
contact centers for appointment
retailers often use contact
use contact centers for account
scheduling, patient support,
centers for customer support,
inquiries, transaction support
telehealth services and medical
order tracking and product
and financial advice
billing inquiries.
HOSPITALITY
INSURANCE
TELECOMMUNICATIONS
Hotels, resorts and travel
Insurance companies require
Telecom companies rely on
agencies use contact centers for
contact centers for policy
contact centers for customer
reservations, customer inquiries
inquiries, claims processing and
service, technical support and
and support for travelers.
customer support.
billing assistance.
MARKETING AND SALES
TECH SUPPORT AND HELP DESKS
and sales campaigns often
LEGAL AND PROFESSIONAL SERVICES
use contact centers for lead
Law firms, consulting firms and
centers for technical support,
generation, telemarketing and
professional service providers
product assistance and Tier 1
customer follow-ups.
use contact centers for client
support.
inquiries.
Companies that run marketing
inquiries and appointments.
2 | Taylor
Tech companies use contact
Key Sales Targets SMALL BUSINESS OWNER
OPERATIONS MANAGER
Small business owners and entrepreneurs often seek
Operations managers in large companies are
BPO and contact center services to manage non-core
responsible for optimizing processes. They seek BPO
functions like customer support, accounting or data
and contact center services to streamline operations,
entry. They are looking for cost-effective solutions that
improve efficiency and reduce costs in various
allow them to focus on core business activities.
departments.
CHIEF FINANCIAL OFFICER (CFO)
CHIEF INFORMATION OFFICER (CIO)
CFOs often explore BPO and contact center options
CIOs may seek IT-related BPO and contact center
for finance and accounting functions such as accounts
services such as helpdesk support, IT infrastructure
payable, receivables and financial reporting. They are
management and software development. Their focus is
motivated by cost reduction and improved financial
on technology efficiency, scalability and security.
control.
CUSTOMER SERVICE DIRECTOR
HUMAN RESOURCES DIRECTOR
Customer service directors are interested in BPO
HR departments often explore BPO options for tasks
solutions for managing customer support operations.
like payroll processing, recruitment and benefits
They look for partners who can enhance customer
administration. Their motivation is to improve HR
service quality while managing costs. If they have an
efficiency and compliance.
internal contact center team, there is often employee turnover and burnout to overcome.
Business Process Outsourcing (BPO) | 3
IT Outsourcing and Staff Augmentation Industries Served
E-COMMERCE AND RETAIL
FINANCIAL SERVICES
HEALTHCARE
Financial services firms often
Healthcare organizations
Retail companies may utilize
rely on staff augmentation
may use staff augmentation
IT outsourcing to enhance
for financial system upgrade
for implementing telehealth
e-commerce platforms and
projects.
solutions.
INSURANCE
MANUFACTURING
TECHNOLOGY
Insurance companies run on
Manufacturing companies often
Tech companies seek
mobile applications. Staff
use IT outsourcing for enterprise
IT outsourcing help for
augmentation is often leveraged
resource planning (ERP) system
infrastructure management and
to extend, modify or debug
implementations and staff
may rely on staff augmentation
technologies used in the
augmentation for managing
to develop new software
insurance industry.
software development projects.
products.
staff augmentation for digital marketing initiatives.
TELECOMMUNICATIONS Telecom companies commonly use staff augmentation for network optimization projects.
4 | Taylor
Key Sales Targets CHIEF DIGITAL OFFICER
CHIEF FINANCIAL OFFICER (CFO)
The CDO helps businesses drive digital transformation.
CFOs are motivated by cost reduction and improved
They may utilize IT outsourcing to advance the
financial control. IT outsourcing and staff augmentation
company’s digital strategy, either by freeing up in-house
both help to reduce costs and provide added financial
resources or by gaining access to emerging digital
control.
technologies from an outside provider.
CHIEF INFORMATION OFFICER (CIO)
HUMAN RESOURCES DIRECTOR
CIOs focus on the efficiency, scalability and security
HR is responsible for conducting talent searches to
of technology systems. IT outsourcing gives them the
fill open roles. IT staff augmentation can fill an interim
flexibility to temporarily address priorities in any of
role at a reduced cost when compared to the salary and
these three areas at the lowest possible cost.
benefits of a full-time employee (FTE).
Business Process Outsourcing (BPO) | 5
Why Outsource to Taylor? Key Benefit
Potential Risk
The Taylor Differentiator
Lower costs through economies
Slower turnaround
A dedicated U.S.-based team, including a Scrum Master and
of scale and reduced labor rates
time on projects
senior-level technologist, always work closely with Taylor’s offshore engineers to keep projects moving.
Increased business efficiency
Lack of business
Working on projects in support of Taylor’s diverse customer
domain knowledge
base for 15 years has given us extensive domain knowledge in all of the verticals served by Taylor.
Variable capacity
Increased focus on strategy and
Language and cultural
Taylor has a U.S.-based team that can bridge any cultural or
barriers
communication gap that may occur.
Time zone differences
Taylor’s offshore teams can work on schedules that are
core competencies
synchronized with the client. The U.S.-based team can help manage this process.
Access to more skills or
Lack of managerial
Taylor can either function as a seamless extension of
resources
control
the client’s team or work independently while reporting milestones and updates.
Accelerated speed to market
Taylor often delivers results overnight because our globally dispersed team is effectively working 24/7/365 from the perspective of the U.S.-based client.
Lower ongoing investment in
Outsourcing to Taylor offsets costs and allows the client to
internal infrastructure
leverage our tools and infrastructure.
Access to innovation,
We have 15 years of experience working in tandem with
intellectual property and
other Taylor business units. The thought leadership in our
thought leadership
service areas is unsurpassed.
Increased flexibility to meet
Taylor can join as part of a team or work independently. Our
changing business and
services mitigate the high cost of a full-time employee. We
commercial conditions
offer the flexibility of working for your company based on the demand cycle of your business.
6 | Taylor
Outsourcing Made Easy Over the past 15 years, we have assembled a highly skilled team of more than 700 software and business process outsourcing (BPO) professionals in China, India and the Philippines. They function as a seamless extension of the client’s team and make, no high-quality offshore services simple, affordable and accessible.
BPO Lingo BACK OFFICE
FRONT OFFICE
STAFF AUGMENTATION
Non-customer-facing functions
Customer-facing roles such as
A dynamic talent sourcing
such as billing, sales processing
inbound sales calls, customer
strategy used to fill short-term
and inventory management.
service and tech-support help
IT roles.
desks.
Taylor’s Top 3 BPO Business Drivers 1 COST SAVINGS
2 SHORTAGE OF QUALIFIED PEOPLE TO DO THE WORK
3 ABILITY TO LEVERAGE NEW TECHNOLOGIES THAT WE PROVIDE
Business Process Outsourcing (BPO) | 7
Learn More See a way that Taylor might be able to help one of your customers? Let’s talk about it!
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