“The last decade was about replacing labor with cheaper labor. The coming decade will be about replacing cheaper labor with autonomics.”— Chetan Dube, Founder, IPsoft Inc.
The progression oftechnological advancements in the business industry and our daily lives has maturedhuman life to an astute but rational phase. With perpetual amelioration oftech, the customer preferences and expectations have been hopping like a bunny.
The outsourcing sector,that has been the stronghold for a number of business industries, also has toface the wrath of the vacillating business climate. For a number of decades, theoutsourcing sector enjoyed the swift rise and complete dominance on thebusiness community, owing to marvelous benefits such as cost-effectiveness, elevatedefficiency, access to a diligent team, and a hiked ROI.
However, with technologylike RPA (robotic process automation) now showing its worth in almost allaspects of life, there has been discomfort and agitation in the stakeholders ofthe outsourcing sector. With robots now stepping up to jobs like waiters, bookkeepers,receptionists, front-door executives, data-entry experts, scavengers, etc., thepossibility of eliminating human intervention from jobs that require less intelligenceand are more routine seems real.
Now, with the phrase ‘eliminatinghuman intervention’ comes the thought of robots replacing humans, and suddenly thereis chaos, fear, and insecurities. However, if you are really a business expert whounderstands how technology plays its part in any revolution, you will not bescared.
In fact, you will besurprised to know that unlike other business sectors, outsourcing serviceproviders are more keenly implementing RPA technology into their operatingmodels.
Life is not aHollywood flick, where robots act ultra-intelligently and the survival ofhumans is at stake. The only questionable thing with RPA is how it can beimplemented in large enterprises and vast business ecosystems smoothly.
However, with time, RPAwill be soon converted into essentiality. Hundreds of companies have alreadystarted implementing RPA into their business models, making the processes much streamlined,frictionless, and prompt.
Not just businessesbut our mundane tasks like taking pizza orders, checking luggage in or out, makinghotel bookings, fixing doctor’s appointment, and many more are handled by robotsonly. With RPA now claiming the territory of customer service sector too, the rundownwill soon be reshaping the outsourcing industry.
Did you know: Industry experts have predictedthat by 2020, 85% of all customer interactions will be managed without any humaninterposition?
So, the inclusion ofRPA will be a necessity for all businesses.
What do customers think?
Who doesn’t want quickassistance? As a customer, I don’t care who is covering my pain point, the onlythings that matter are quality and pace of service delivery. Since RPA is knownto easily perform repetitive human tasks, the delivery of service is donefaster, without letting the quality down.
Cut to the bone, customerpreferences will be transformed into the need of a vendor who is highlyefficient and prompt in service delivery, making the deployment of RPA more quintessential.
What’re market experts’ thoughts?
Now, the outsourcing sector that runs on the concept of delivering ace-level service experience has been dependent on its colossal workforce. There is a pertaining assumption that RPA entering into the spectrum of Business Process Outsourcing ( BPO ) will result in humungous job loss for human agents.
Albeit the fear is quite obvious, RPA is nothing but enhancing the overall operational capability of the outsourcing industry. If a particular task is automated by a BPO, the service delivery will be prompt and of the first-string level. Isn’t this is what every business outsourcing company wishes to achieve?
Also, the need of humansin the automated processes will definitely decline but anyways agents don’t likethe tedious and repetitive jobs of handling calls, taking orders or replying tothe same queries on a streak.
If you would look atthe bigger picture, RPA is revolutionizing the BPS sector. Organizations cannow allocate their workforce to work on the tasks that require a higher levelof intelligence, while efficient robots are handling the extraneous businessfunctions, leading to comprehensively raised productivity.
Deloitte Consulting and KPMG Group have observed that the cost saved with RPA included in BPS is 70% more than what is done with the conventional outsourcing model.
You will be glad tohear that this is not the only benefit. There are a number of advantages that RPAoffers to the business sector. However, there is one thing to consider. Handlingand maintaining RPA technology requires deep domain knowledge.
Outsourcing companiesthat have already adapted to RPA norms will be a much obvious choice for the businessowners rather than doing it in-house.
So, what are the tasksthat businesses should outsource to the RPA-powered BPOs? Any business taskthat is rule-based and is readily apparent should be outsourced.
The benefit of RPA withBPS includes the complete elimination of issues such as scalability. Robots arehighly efficient and effective in managing multiple or suddenly occurringrequirements, giving organizations an upper edge in the competition.
When dealing withagents, you have to train your new agents again and again. With RPA, theinstructions need to be given only once and the bot will be proficiently repeatingthe task in the correct sequence, with precision, and without any break.
Of course, high precisionwith RPA will raise the credibility of BPOs and contact centers.
Like every other business revolution such as industrial and computer, the wave of AI also forms a hazy picture at its beginning.
This means that BPOsor organizations that are incorporating RPA into their business models need towait a bit to get the expected ROI. If implementing RPA internally, companiesmay need to invest more time and money, defeating the very purpose of having anefficient technology.
So, contacting youroutsourcing service provider for RPA assistance would bring much to the businessowners’ plate than an in-house facility. Global outsourcing companies are deployingautomation at a rapid pace. This new tech has increased the scope of solutions thatthe BPOs used to provide to the organizations.
RPA is transforminghuman activity into software using AI. And as we all know, a software that isinstalled in the correct manner never deviates from its objective. Still, therea myriad of outsourcing firms that are yet to utilize RPA, why?
Because there is a glitch.
The outsourcing contractsand pricing structure in the last few years have been designed so that they don’tinclude the swift deployment of RPA standards. So, it presents a technical roadblock.
However, theorganizations, both outsourcing and outsourced should be prepared well enoughto use this profound technology to its fullest.
To begin with IA, abusiness owner should keep a close eye on the processes that are consuming a largeworkforce.
You should only automatethe functions that are voluminous in terms of both operation and workforce. What’sastonishing is that this was the same criteria that was used to outsource thebusiness tasks three decades ago when conventional BPO emerged.
RPA and AI are mainlyutilized to simplify the complexity level of organizations to increase their performance.
However, to comprehendhow IA and enterprises will react to each other depends on the kind of businessintegration in the company. For instance, if a big organization operates hundredsof ERPs that when centralized consist of 50+ systems, it will be difficult tobe integrated with RPA on a holistic level due to the presence of highsophistication. These companies, if outsourcing their functions to a BPS providerwho is using RPA, will find it tough to get expected ROI.
On the other hand, another big company has already concentrated its systems and smoothened processes with one ERP system and a centralized collection of records that can save a tremendous sum of money by tying up with a modern BPS vendor.
RPA is the rising trend of the outsourcing sector and in the coming years will integrate impeccably with the BPOs and contact centres. Already you can see chatbots challenging the live chat agents in terms of efficiency and accuracy. With businesses becoming more complex and BPS evolving rapidly with ultra-modern techs like Cloud, AI, and RPA, the coming years will be novel for the outsourcing industry.
The saga of businesses and customers willbe made further serene and outsourcing will continue to offer organizations anextraordinary opportunity to lower the expense and increase their operational output,with RPA and AI at its either side.
We would love to hear your thoughts on RPAand BPS. Tell us your observations and anticipations in the comments section. Thanks!