BPO Model - Artech's Pilot Program
Artech has full understanding of the BPO process since Artech has
gone through this exercise for its own operations and business.
Artech understands that the critical success factor in managing and
executing a successful transition enjoys a high correlation with
knowledge transfer and its management thereafter. Artech places an
incomparable emphasis on this tasks and responsibilities of
knowledge acquisition and transfer.
Artech's BPO services can save medium to large-sized corporations,
employing about 5,000 employees, an average cost benefit of $10
Million - $15 Million per year. The savings can vary from 40 - 60%
of the total operational costs. By utilizing our own BPO services we
have achieved a continued annual cost savings of 50% since 2003 when
our BPO became fully operational.
Artech understands the objective of any Business Process
transition to include:
Ensuring minimal disruption to the end-Customer's contact experience
and seamless service delivery
Migrating processes to deliver existing quality levels
Aiming to surpass the existing levels and quality (per SLAs agreed)
The 5 key elements of transitioning a Business Process followed
at Artech are:
Program Design and Development
Based on our extensive experience in executing offshore project
engagements, Artech recognizes the importance of managing the BPO
transition such as:
Throughout the transition, Artech works to maximize service levels
while minimizing disruptions. Communication plays an important role.
The company uses a variety of communication tools to maintain an
open flow of information to and from the client, client's process
owners and Artech.
Artech works with its clients to develop a joint communication
strategy that ensures any announcements about the business
relationship and benefits for employees, customers and the community
are appropriate and timely.
Because timing is essential, we incorporate sound management
techniques into each step of the process. These techniques involve
the client's process owners and the relationship champions/owners
early on, build commitment to deadlines and help control costs.
Change is never easy, but it's a constant of life. Artech finds that
most relationship stakeholders tend to go through the same four
stages of behavior during a change: denial, resistance, exploration
and renewal. The company's managed approach to change has helped our
clients to move from denial to renewal faster. This approach leads
to higher levels of productivity and effectiveness.