Business Process Outsourcing Services in Bangalore

All You Need to Know About BPO & BPM Services for Your Business

What is Business Process Outsourcing (BPO)

Business process outsourcing (BPO) is the practice of contracting a third-party provider to handle specific business tasks or processes. BPO providers specialize in managing and executing these tasks, which allows businesses to focus on their core competencies and improve their overall efficiency and effectiveness.

Types of services

BPO providers offer a wide range of services, including:

  • Back-office services: These services typically involve the handling of administrative tasks, such as accounting, human resources, and customer service.
  • Front-office services: These services typically involve the interaction with customers, such as sales, marketing, and technical support.
  • IT services: These services typically involve the management of IT infrastructure, such as network administration, data security, and software development.
  • Logistics services: These services typically involve the management of the movement of goods, such as warehousing, transportation, and order fulfilment.

What is Business Process Management (BPM)

Business process management (BPM) is the discipline of designing, executing, monitoring, and optimizing business processes. Business Process Management Services is a holistic approach that involves identifying, analyzing, and improving the flow of work and information across an organization.

Key principles of BPM:

  • Process orientation: BPM focuses on processes as the fundamental units of business activity.
  • Continuous improvement: BPM involves a continuous cycle of improvement, from process design to execution to monitoring.
  • Standardization: BPM aims to standardize processes to ensure consistency and efficiency.
  • Automation: BPM utilizes automation to streamline processes and reduce manual effort.
  • Collaboration: BPM encourages collaboration across organizational boundaries to improve processes.

Types of Business Process Management

  • Document-centric BPM

Document-centric BPM focuses on the flow of documents within an organization, aiming to streamline processes and reduce paperwork. It involves Modeling and automating document-based processes, such as order processing, invoice processing, and expense management.

  • Integration-centric BPM

Integration-centric BPM focuses on integrating different systems and applications within an organization to achieve seamless information exchange and process flow. It involves connecting disparate systems, such as ERP, CRM, and SCM systems, to eliminate data silos and improve overall efficiency.

  • Human-centric BPM

Human-centric BPM focuses on the human aspects of business processes, recognizing the importance of human decision-making, collaboration, and problem-solving in achieving process outcomes. It involves designing processes that empower employees, optimize human interactions, and enhance user experiences.

Difference between BPO and BPM

BPO stands for Business Process Outsourcing. It is the outsourcing of specific business processes to a third-party provider. Business Process Outsourcing Services allows businesses to focus on their core competencies while outsourcing non-core activities, such as accounting, customer service, and IT support. This can help businesses improve efficiency, reduce costs, and gain access to specialized expertise.

BPM stands for Business Process Management. It is the management of business processes across an organization. BPM involves designing, Modeling, automating, and optimizing processes. This can help businesses improve efficiency, reduce errors, and improve customer satisfaction.

Here is a table that summarizes the key differences between BPO and BPM:

FeatureBPOBPM
FocusOutsource business processesManage business processes
OwnershipThird-party providerInternal & External team
BenefitsCost reduction, access to expertise, focus on core competenciesEfficiency, reduced errors, improved customer satisfaction

Stages of the BPO & BPM lifecycle

The business process management (BPM) lifecycle is a structured framework that guides organizations in designing, implementing, and managing business processes effectively. It typically involves six stages:


The BPO and BPM lifecycle is a structured framework that guides organizations in designing, implementing, managing, and continuously improving their business processes. It consists of six main stages:

  1. Planning and Strategic Alignment:
    • Identify business goals and objectives
    • Assess current processes and their alignment with strategic goals
    • Define the scope of BPO or BPM initiative
    • Develop a business case outlining the expected benefits and costs
  2. Process Discovery and Analysis:
    • Gather information about the current state of the process
    • Identify key stakeholders and their roles in the process
    • Map out the process steps, including inputs, outputs, and decision points
    • Analyze process performance and identify areas for improvement
  3. Process Design and Modeling:
    • Redesign the process to eliminate inefficiencies and improve performance
    • Document the new process in a clear and concise manner
    • Create a process model using a diagramming tool
    • Validate the process design with stakeholders
  4. Implementation and Deployment:
    • Develop training materials for process participants
    • Implement the new process in a phased approach
    • Monitor process performance and make adjustments as needed
    • Communicate changes to stakeholders
  5. Process Monitoring and Control:
    • Collect data on process performance metrics
    • Track key performance indicators (KPIs)
    • Identify and address process bottlenecks and issues
    • Ensure compliance with regulatory requirements
  6. Process Continual Improvement:
    • Continuously evaluate process performance
    • Identify opportunities for further improvement
    • Implement process changes as needed
    • Embed process improvement into the organization’s culture

Why BPO & BPM is Important?

Business process management (BPM) and business process outsourcing (BPO) are two crucial aspects of business operations that play a significant role in a company’s success. While they are distinct concepts, they are closely linked and can be combined to achieve even greater outcomes.

Here’s a summary of why BPM and BPO are important:

  1. Improved Efficiency and Productivity: BPM helps streamline processes, eliminating unnecessary steps and reducing waste, leading to faster cycle times, lower costs, and enhanced productivity. BPO, on the other hand, allows companies to leverage the expertise and resources of specialized service providers, further optimizing processes and reducing operational burdens.
  2. Enhanced Quality and Consistency: BPM focuses on identifying and eliminating errors in processes, ensuring that products and services meet high quality standards. BPO providers allows outbound call center services and inbound call center services often bring in specialized expertise and proven methodologies, further enhancing quality control and consistency.
  3. Improved Customer Satisfaction: Efficient and consistent processes contribute to a better customer experience. By streamlining processes and reducing errors, businesses can improve customer satisfaction, loyalty, and retention.
  4. Increased Agility and Adaptability: BPM enables businesses to identify areas for improvement and adapt processes to changing market conditions and customer demands. BPO providers can bring in fresh perspectives and innovative solutions, helping businesses stay ahead of the curve.
  5. Cost Optimization and Resource Allocation: BPO can significantly reduce labor costs and overhead expenses compared to in-house operations. This allows businesses to reallocate resources towards core competencies and strategic initiatives.
  6. Access to Specialized Expertise: BPO providers often possess specialized expertise and resources that may not be readily available internally. This can be particularly valuable for complex or specialized processes.
  7. Focus on Core Competencies: Outsourcing non-core processes can free up internal resources to focus on core competencies, where businesses have a competitive advantage.
  8. Scalability and Flexibility: BPO can be easily scaled up or down to meet changing demand, providing flexibility to adjust operations based on market conditions and business goals.

In essence, BPM and BPO work together to enhance business performance by optimizing processes, improving quality, enhancing customer satisfaction, increasing agility, optimizing costs, and leveraging specialized expertise. By combining these approaches, businesses can achieve a competitive edge and drive sustainable growth.

Challenges of BPO & BPM Management

Lack of process documentation and inadequate process mapping skills can hinder BPM initiatives. Organizations should invest in documenting existing processes and developing process mapping expertise to provide a clear foundation for improvement efforts.

Integrating data from disparate systems and addressing data silos can pose a significant challenge. Organizations should adopt data integration strategies, utilizing tools and technologies to connect systems and ensure seamless data exchange.

Sustaining BPM momentum and adapting processes to changing business needs require continuous effort. Organizations should establish clear ownership and accountability for BPM, regularly review and update processes, and foster a culture of continuous improvement.

Here are some of the common challenges organizations face when implementing and managing BPM initiatives:

  • Lack of executive buy-in
  • Resistance to change.
  • Lack of process documentation
  • Inadequate process mapping skills
  • Lack of tools and technology
  • Data silos and integration challenges
  • Lack of continuous improvement mindset
  • Measuring and communicating success
  • Sustaining BPM momentum
  • Adapting to changing business needs

Future of BPO & BPM

The future of business process management (BPM) and business process outsourcing (BPO) is bright and full of potential. Here are some of the key trends that are shaping the future of these two industries:

1. Digitization and Automation:

Artificial intelligence (AI), robotic process automation (RPA), and other technologies are rapidly automating routine tasks, freeing up employees to focus on higher-value activities. This will lead to a greater focus on cognitive automation, which involves automating tasks that require human judgment and decision-making.

2. Hyperautomation:

Hyperautomation is the process of automating as many processes as possible, across the entire organization. This includes both traditional BPM processes and new processes that are created because of digitization and automation. Hyperautomation will be driven by the need for organizations to be more agile and efficient to compete in a rapidly changing market.

3. Customer-centricity:

Customer experience is becoming increasingly important to businesses, so BPM and BPO providers will need to focus on understanding and responding to customer needs. This will involve using data analytics to identify customer trends and using customer-centric processes to deliver a seamless experience.

4. Data-driven decision-making:

BPM and BPO providers will need to use data to make better decisions about how to optimize processes and improve customer experiences. This will involve using data analytics to identify trends and patterns and using predictive analytics to forecast future demand and challenges.

5. Collaboration and ecosystem integration:

BPM and BPO services & solutions in Bangalore will need to collaborate with other stakeholders, such as suppliers, distributors, and partners, to create end-to-end processes that deliver value across the entire value chain. This will require new ways of working and new technologies that enable collaboration and integration.

6. Talent and skill development:

As BPM and BPO become more complex and data-driven, there will be a need for new skills and talent in these fields. This will require organizations to invest in training and development programs to upskill their existing workforce and attract new talent.

In addition to these trends, there are a few emerging technologies that are expected to have a significant impact on the future of BPM and BPO, including:

  • Blockchain: Blockchain can be used to create secure, transparent, and auditable processes. This is particularly important for industries such as finance, healthcare, and government.
  • Augmented reality (AR) and virtual reality (VR): AR and VR can be used to train employees, support customers, and optimize processes. For example, AR can be used to provide real-time guidance to employees on the job, while VR can be used to simulate complex processes before they are implemented.
  • Natural language processing (NLP): NLP can be used to automate tasks that involve understanding and responding to customer inquiries. For example, NLP can be used to handle customer service calls, chat conversations, and social media interactions.

Why Choose us?

Mandli is a global leader in BPO and BPM services, with over a decade of experience in providing high-quality, cost-effective solutions to businesses of all sizes. It can scale its services to meet the needs of any business, from small startups to large enterprises. Invests heavily in cutting-edge technology to ensure that its clients are always using the latest tools and solutions. These can help businesses optimize their processes to improve efficiency, reduce costs, and improve customer satisfaction. BPO and BPM services are very cost-effective, often saving businesses a significant amount of money compared to doing the work in-house. Mandli has a global presence with offices in multiple countries, allowing it to provide services to businesses around the world.

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