An exploratory study in Airline and Banking Call Centre in Indonesia TowardBusiness Process Outsourcing Framework

Abstract

As BPO firms plan to execute various types of processes in an offshore model, they face a host of decisions regarding different resources. Amongst the most crucial resources for these processes is information availability. Information is the vital connecting link between the client and the human and locational resources of the BPO firms. Some Business Process Outsourcing (BPO) vendors are providing Information Technology (IT) Enabled Process Outsourcing and Reengineering service to clients. IT Enabled Process Outsourcing and Reengineering of tasks and reports printing function can result in the strategic benefit of better customer response time derived from a dramatic decrease in cycle time. This approach can result in significant cost savings. This paper sets out the issues in managing information in two different contexts of Direct Customer Interaction and Routine back-office. By analyzing communication, information retrieval and information distribution activities, it develops a framework for a deeper exploration of each type of outsourcing.