How can BPOs scale-up operations with Hyper-automation?

For a BPO, usually the clients’ needs are variable. Then, how to manage all different types of documents, from checks to invoices, and from structured to unstructured forms, without losing speed? And how to manage it all while scaling quickly to meet unexpected demands? After a thorough analysis of executives’ feedbacks here’s our view that summarizes the pain-points that BPOs commonly suffer:

1. A major job in BPOs is to extract data and get it into their clients’ hands quickly. However, slow processes interfere with the clients’ businesses. The constant pressure to reduce spending is inevitable. Adopting the legacy document capture solutions can cost you big. Besides, if such solutions are template-based or rules-based, it needs humans to visually define the document’s key-field areas. Thus it turns time and labor-intensive.
2. Few jobs often require exhaustive manual entry and constant operator oversight, and are prone to human error. BPOs can’t afford errors when providing information to clients’ downstream systems. Your customers expect high-quality, error-free information every time.
3. BPOs need to serve their clients at unrivaled speed with the flexible, high-volume information capture capabilities – while saving time and money. Reliance upon heavy manual processes increases costs and reduces cost competitiveness.
4. Lack of automation impacts a BPO’s ability to identify process improvement opportunities to further drive down costs.
5. In this “multi-channel” input world, documents arrive via FTP, email, mobile device, etc. This increases the overall complexity of the processes.

To sum up, in the document-oriented BPOs, the major share of the daily job is document transformation into actionable data, where data accuracy is a significant requirement. The most common means of offering this service is through “brute force” manual data entry, where human error is not only constant, but can be significantly affected by various factors.