Quality Assurance in BPO – An Essential Aspect
December 26, 2017
We all know that quality assurance stands for a proven process of verifying and checking the quality of a service or product. In a BPO, quality pertains to the level of customer service that ensures success of the business venture.
Businesses mostly select BPO firms to ensure continued support for its customers. So quality assurance in a business process outsourcing firm will be able to offer clients with improved processes. Moreover, applying the given standard proves to be one fundamental ways to measure the effectiveness of the on-going business processes.
Quality assurance as an important yardstick improves business procedures. There are some defined standards for judging the existing quality of a BPO firm. Some of the most important standards are Six Sigma, Total Quality Management, ISO 900 and others.
Most standards are designed to attain a greater productivity, efficiency and accuracy in the business services. Now there are wide-ranging advantages of delivering quality assurance of the outsourced projects. The most prominent ones include:
Increased Customer Satisfaction:
Maintaining the quality standards improves overall business profits through the increased customer satisfaction. It further helps companies to strengthen relationships with the customer offering good service continuously. Customers remain involved in this process following a variety of marketing tactics that determine customer needs to be met
Improved company efficiency and productivity
Quality assurance as an essential step is usually performed throughout the service or product life. This is the way flaws, issues and other problems are constantly addressed or corrected that ensures loss of time due to ineffective or inefficient practices.
Improved business relations
Improved business operations pave the way for the accomplishment of the specified performance and the quality metrics. It improves business relations between the outsourcing service provider and the client. The defined quality standard also helps to improve business relations by offering on-demand access to the live reports containing cost structure, operational risks, project progress and others
Improved time-efficiency of every process
By making use of the advanced IT and telecommunication systems with the required quality assurance help in improving time efficiency of every process. On the whole, it also improves the operational efficiency.
Reduces operational costs:
The proven standards ensure that all processes are finely implemented to meet the clearly defined goals. Cost savings is evident from the implemented quality management methods. With the right quality assistance, reduction in the operational costs will be evident.
Enhances brand image of services and products
By utilizing services of any outsource vendor, an organization will be able to improve quality of the major business processes. Most outsourced projects will directly influence the levels of customer satisfaction. When a service provider offers quality assistance, it automatically results in the form of superior customer satisfaction. In this process, the reputation and the brand image of the business organization are highly improved.
Improves the competitive strength
With the given quality standards, BPO firms will endeavor to enhance the standards of customer service. Such standards directly influence the customer perceptions relating to any associated services and products. It creates a favorable condition for the services and products in any targeted markets.