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Robotic Process Automation – Emerging BPO Technology

by patrickcummins
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what is robotic process automation

Robotic Process Automation, or RPA, is arguably today’s most promising technology. It is a type of outsourcing in which work is assigned to a software robot rather than a human. Given the success of RPA in various industries and sectors, businesses worldwide, including the business process outsourcing (BPO) industry, are adopting it. RPA complements its core competencies and fits well with its business model.

In addition, there are several other benefits of integrating RPA in BPO Companies in India. Here in this post, we shall discuss the tasks in the BPO industry that make use of RPA, but before that, let’s see what RPA is!

What is Robotic process automation?

Robotic process automation (RPA) is a software technology that enables the creation, deployment, and management of software robots that mimic human actions when interacting with digital systems and software. Software robots, like humans, can comprehend what is displayed on a screen, perform the appropriate keystrokes, navigate systems, identify and extract data, and carry out a variety of predefined actions. However, because they don’t get tired or need to stand up and stretch or take a coffee break, software robots can do it faster and more steadily than humans.

How can RPA transform BPO business?   

RPA automates business processes, allowing organizations to BPO companies in India to become more profitable, flexible, and responsive. In addition, it also improves employee satisfaction, engagement, and productivity by eliminating tedious tasks from their workdays.

This non-intrusive technology can effortlessly be implemented to accelerate digital transformation. Moreover, RPA is ideal for automating workflows involving legacy systems without APIs, virtual desktop infrastructures (VDIs), or database access.

Tasks in the BPO Industry that make use of RPA

1. To offer distinct solutions

One of the most critical responsibilities of BPO companies in India is to provide distinct solutions. Customers today want service providers who are adaptable, distinctive, and innovative. BPOs are using RPA to offer unique solutions to progressive clients. Integrating technology into business processes can assist BPOs in acquiring and retaining new customers. Companies that embrace technology and are up to date on the latest trends are viewed favorably by customers.

2. Labor arbitrage

BPO companies in India need to hire more and more employees to handle the different process, which means more workforces and more cost. On the other hand, automation provides an alternative to the conventional labor arbitrage model that most people are accustomed to. The robots are capable of performing any task without getting tired. Furthermore, robots do not require breaks, resulting in greater success rates. Besides, with little human intervention, the work is completed faster and with fewer errors. As a result, businesses save both time and money.

3. Boost in operational efficiency

All BPO companies in India strive for increased operational efficiency. The good news is that RPA can quickly ramp up to match heavy workloads and respond to large demand surges. It, in turn, leads to rapid and significant improvements in business metrics.

4. Consistency in business processes

Believe it or not, consistency matters for acquiring and retaining customers. But the truth is the process of calling and speaking with clients makes BPO employees exhausted. Even well-trained employees at leading BPOs can go about the same process in myriads of ways. Customers can have a different experience with different executives at the call center. The good news is that RPA allows BPO companies in India to standardize the customer experience. RPA contributes to the consistency of business processes. It handles repetitive processes that require precision to such a high level that even the most competent individuals would fail to match.

5. To make information exchange effortless

Data integrity is critical for businesses all over the world in today’s data-driven world. Companies keep creating information routes between systems to collect the data and insights they need, which is often long-drawn-out and can be hit-or-miss if done manually. RPA, on the other hand, can assist businesses, particularly BPOs, in automating these information highways, allowing them to save time and better serve their customers.

6. To keep costs under control

Automation allows outsourcers and their clients to achieve a competitive advantage and maximize profits. It aids in engaging the workforce in work that requires less effort and more analytical thinking while assigning menial tedious, repetitive tasks to robots. Like this, the value-added task is handled substantially, resulting in significant cost savings. Robotic Process Automation allows BPO companies in India to reduce their operating costs by 25-55 percent.

Bringing it all together, BPO companies in India can consider incorporating Robotic Process Automation into their setups to stay up-to-date and maintain credibility. As it not only improves operational efficiencies but also increases precision and reduces costs. RPA alters the way BPOs handle their operational activities, freeing their judgment-based part-time employees from routine tasks and allowing them to focus their efforts on more critical areas.

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