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Casual Articles - BPO Industry in India - A Report
Business Expense Reports are the records of all the expenses incurred by the employees, top level to supervisory level, during their business visits on behalf of the companies. For this purpose, the business organizations should have standard business expense report forms. Nowadays, most of the companies are implementing web-based expense report software like Expense Management Automation (EMA), which automates and quickens the submission, approval and reimbursement processes of the business expense reports.According to Aberdeen’s research group, EMA helps the business organization in reducing the time required for filling up the expense report by 60%, in decreasing the cost of processing a business expense report by 80% and also in cutting the time required for meeting the claim by 90%. This particular software is supplied by a large number of companies, namely Acceleron, PeopleSoft, SAP, Gelco, Oracle, etc. This software integrates all the processes starting from completing the expense report to receipt processing.It is true that the employees’ expenses during their business visits occupy a vital role in the total expenses of the business organizations after salaries. According to one survey conducted by a popular Boston-based research organization, it is reported that for every five dollars a company spends, one dollar will be towards employee travel expenses. So companies are taking a very hard look at these expenses. It is observed that most of the business executives are relying on the travel agencies and credit card companies like American Express and Visa International for travel arrangements like ticket booking, hotel accommodations, etc. But, instead, if they make all these arrangements online, there would be a significant cost savings. As per one research survey, such online activity can cut costs by 20 percent. Therefore, online systems are a cost-effective means of controlling travel-related expenses. For trimming the costs, some companies committing to employee-friendly travel policies with their favorite carriers, who will offer discount rates.
Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.
Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.
Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.
Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.
Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the empl
For their own ulterior motives, there are always certain people who would have you believe that a work at home idea is not what it’s purported to be.These nay-sayers are no different when they point fingers at the new group of work at home property scouts. But – most typically - they really don’t understand what it is. So here’s a brief overview and description of what property scouting really is.1. Legitimate – backed by a well-respected multi-million dollar US corporation, there’s no question that the company and scouting are both as legitimate as legitimate gets, and should be seriously considered as a viable work at home opportunity. Scouting is very a well-respected profession.2. Easy – it is a challenge to find another high-paid vocation that’s as simple and easy as looking around in Internet commercial property databases for very specific properties with certain criteria.3. Fun – a fair comparison to property scouting is treasure hunting. In that same mindset, property scouts look for treasure – diamond in the dirt – when they are running simple searches in property databases. But unlike treasure hunting [which is, of course, not a work at home situation] property scouts can do everything required from the comforts of home.4. Doable – anyone who can follow very simple 1-2-3 instructions can be very successful doing the daily duties of a property scout. Scouts know exactly where to find properties and precisely what to look for to find a promising property. Scouts waste zero time on the wrong properties.5. Rewarding – few things are more rewarding than having your own successful work at home situation. Being completely in charge of your time and your paycheck, and wonderfully satisfying both requirements by being 100% in control, is a real eye-opening revelation for the average person.6. Profitable – if you ask the average person to describe a situation in which they could comfortably work at home part-time and have a legitimate way to create an extra $30,000 to $300,000 per year working a couple of hours a day, not many can beat property scouting as a truly viable answer.7. Satisfying – no
Business Process Outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that in turn owns, administers and manages the selected process based on defined and measurable performance criteria. Business Process Outsourcing (BPO) is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry.
Few of the motivation factors as to why BPO is gaining ground are:
Factor Cost Advantage
Economy of Scale
Business Risk Mitigation
Superior Competency
Utilization Improvement
Generally outsourcing can be defined as - An organization entering into a contract with another organization to operate and manage one or more of its business processes.
Different Types of Services Being Offered By BPO's
Customer Support Services
Our customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis.
Service Example: Customers calling to check on their order status, customers calling to check for information on products and services, customers calling to verify their account status, customers calling to check their reservation status etc.
Technical Support Services
Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware, software, peripherals and Internet infrastructure manufacturing companies. These include installation and product support, up & running support, troubleshooting and Usage support.
Service Example: Customers calling to resolve a problem with their home PC, customers calling to understand how to dial up to their ISP, customers calling with a problem with their software or hardware.
Telemarketing Services
Our telesales and telemarketing outsourcing services target interaction with potential customers for 'prospecting' like either for generating interest in products and services, or to up-sell / promte and cross sell to an existing customer base or to complete the sales process online.
Service Example: Outbound calling to sell wireless services for a telecom provider, outbound calling to retail households to sell leisure holidays, outbound calling to existing customers to sell a new rate card for a mobile service provider or outbound calling to sell credit or debit cards etc.
Employee IT Help-desk Services
Our employee IT help-desk services provide technical problem resolution and support for corporate employees.
Service Example: of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, connectivity etc., office productivity tools support including browsers and mail, new service requests, IT operational issues, product usage queries, routing specific requests to designated contacts and remote diagnostics etc.
Insurance Processing
Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing.
Service Example:
New Business / Promotion:
Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk assessment, Policy issuance etc.
Policy Maintenance / Management:
Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification, Surrender Audits Accounts Receivable, Accounting, Claim Overpayment, Customer care service via voice/email etc.
Data Entry Services / Data Processing Services Service Example:
Data entry from Paper/Books with highest accuracy and fast turn around time (TAT)
Data entry from Image file in any format
Business Transaction Data entry like sales / purchase / payroll.
Data entry of E-Books / Electronic Books
Data Entry : Yellow Pages / White Pages Keying
Data Entry and compilation from Web site
Data Capture / Collection
Business Card Data Entry into any Format
Data Entry from hardcopy/Printed Material into text or required format
Data Entry into Software Program and application
Receipt and Bill Data Entry
Catalog Data Entry.
Data Entry for Mailing List/Mailing Label.
Manuscripting typing in to word
Taped Transcription in to word.
Copy, Paste, Editing, Sorting, Indexing Data into required format etc.
Data Conversion Services Service Example:
Conversion of data across various databases on different platforms
Data Conversion via Input / Output for various media.
Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement.
Conversion from Page maker to PDF format.
Conversion from Ms-Word to HTML format
Conversion from Text to Word Perfect.
Conversion from Text to Word to HTML and Acrobat
Convert Raw Data into required MS Office formats.
Text to PDF and PDF to Word / Text / Doc
Data Compilation in PDF from Several Sources.
E-Book Conversion etc.
Scanning, OCR with Editing & Indexing Services Service Example:
High speed Image-Scanning and Data capture services
High speed large volume scanning
OCR Data From Scanned page / image
Scan & OCR paper Book in to CD.
ADOBE PDF Conversion Services.
Conversion from paper or e-file to various formats
Book Keeping and Accounting Services Service Example:
General Ledger
Accounts Receivables and Accounts Payable
Financial Statements
Bank Reconciliation
Assets / Equipment Ledgers etc.
Form Processing Services:
Service Example:
Insurance claim form
Medical Form / Medical billing
Online Form Processing
Payrol Processing etc.
Internet / Online / Web Research
Service Example:
Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc.
Challenges for a HR Professional in BPO
Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent.
Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed.
Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course.
Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original?
Lack of focused training and certifications Given this background, the recruiting and compensation challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important sub-process, requiring constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below.
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations provides transportation facility to all the employees from home till office at subsidized rates. The lunch provided is also subsidized.
Company Leased Accommodation: Some of the companies provides shared accommodation for all the out station employees, in fact some of the BPO companies also undertakes to pay electricity/water bills as well as the Society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance.
Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.
Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.
Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.
Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.
Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the emplo
Trends create business opportunities for those who can spot them. An example of how a trend creates opportunities is the pizza industry. Back in the early 1960s, pizza was primarily a snack food eaten in a restaurant. But by the 70s, consumers were picking up pizza to eat at home and pizza delivery took off. As its popularity grew, competition increased. So did the marketing hype. Pizza is now available in every shape, size and convenience. Each time we ate a pizza, we unwittingly participated in growing the trend, which is just a small slice of the fast food trend.The pizza trend didn’t appear overnight nor was it the result of a savvy entrepreneur who envisioned the process. The trend built momentum as it went through stages of innovation, awareness creation and market adoption.Would you invest in the pizza trend today? That all depends on where you believe the trend is heading – up or down.With hindsight, we can look at this trend and identify some of the factors that led to its growth: convenience, growing families, working moms, increased disposable income, swarms of hungry teens, delivery anywhere, anytime, etc. If you knew these factors in the 1970s, the pizza business would have been a great investment. Knowing the factors that would grow the trend, you could position your business advantageously in the growth cycle.In hindsight, can you identify other trends that would have made a great business opportunity? Of course! Hindsight is easy. The critical question is:Can you change hindsight into foresight?If future trends can be identified based on changing lifestyles, then developing a business strategy based on those trends makes sense. Take the aging Baby Boomers for example. They are impacting the health industry with their concern over food quality, lifestyle issues and eating choices. With a huge amount of disposable income and leisure time, social activities, travel and hobbies are of great interest. Since there are many more boomers on the way, it would be safe to assume that the market demand for health-related products and leisure time activities will also substantially increase.Identifyin
Employee IT Help-desk Services
Our employee IT help-desk services provide technical problem resolution and support for corporate employees.
Service Example: of this service include level 1 and 2 multi-channel support across a wide range of shrink wrapped and LOB applications, system problem resolutions related to desktop, notebooks, OS, connectivity etc., office productivity tools support including browsers and mail, new service requests, IT operational issues, product usage queries, routing specific requests to designated contacts and remote diagnostics etc.
Insurance Processing
Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing.
Service Example:
New Business / Promotion:
Inbound/outbound sales, Initial Setup, Case Management, Underwriting, Risk assessment, Policy issuance etc.
Policy Maintenance / Management:
Record Changes like Name, Beneficiary, Nominee, Address; Collateral verification, Surrender Audits Accounts Receivable, Accounting, Claim Overpayment, Customer care service via voice/email etc.
Data Entry Services / Data Processing Services Service Example:
Data entry from Paper/Books with highest accuracy and fast turn around time (TAT)
Data entry from Image file in any format
Business Transaction Data entry like sales / purchase / payroll.
Data entry of E-Books / Electronic Books
Data Entry : Yellow Pages / White Pages Keying
Data Entry and compilation from Web site
Data Capture / Collection
Business Card Data Entry into any Format
Data Entry from hardcopy/Printed Material into text or required format
Data Entry into Software Program and application
Receipt and Bill Data Entry
Catalog Data Entry.
Data Entry for Mailing List/Mailing Label.
Manuscripting typing in to word
Taped Transcription in to word.
Copy, Paste, Editing, Sorting, Indexing Data into required format etc.
Data Conversion Services Service Example:
Conversion of data across various databases on different platforms
Data Conversion via Input / Output for various media.
Data Conversion for databases, word processors, spreadsheets, and many other standard and custom-made software packages as per requirement.
Conversion from Page maker to PDF format.
Conversion from Ms-Word to HTML format
Conversion from Text to Word Perfect.
Conversion from Text to Word to HTML and Acrobat
Convert Raw Data into required MS Office formats.
Text to PDF and PDF to Word / Text / Doc
Data Compilation in PDF from Several Sources.
E-Book Conversion etc.
Scanning, OCR with Editing & Indexing Services Service Example:
High speed Image-Scanning and Data capture services
High speed large volume scanning
OCR Data From Scanned page / image
Scan & OCR paper Book in to CD.
ADOBE PDF Conversion Services.
Conversion from paper or e-file to various formats
Book Keeping and Accounting Services Service Example:
General Ledger
Accounts Receivables and Accounts Payable
Financial Statements
Bank Reconciliation
Assets / Equipment Ledgers etc.
Form Processing Services:
Service Example:
Insurance claim form
Medical Form / Medical billing
Online Form Processing
Payrol Processing etc.
Internet / Online / Web Research
Service Example:
Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc.
Challenges for a HR Professional in BPO
Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent.
Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed.
Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course.
Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original?
Lack of focused training and certifications Given this background, the recruiting and compensation challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important sub-process, requiring constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below.
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations provides transportation facility to all the employees from home till office at subsidized rates. The lunch provided is also subsidized.
Company Leased Accommodation: Some of the companies provides shared accommodation for all the out station employees, in fact some of the BPO companies also undertakes to pay electricity/water bills as well as the Society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance.
Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.
Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.
Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.
Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.
Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the empl
In our previous installments of medical billing and the electronic transmission of claims, we touched on the topic of trailer records and the importance of record hierarchy. In this installment we're going to take a detailed look at the claim level trailer record, which is the XA0 record.The XA0 record must be transmitted with each individual patient claim. If a patient has five items, or FA0 records, that have to be billed, then the XA0 record must give the totals for all those FA0 records, including totals for all other records attached to each individual patient. Let's go over each of the individual fields in the XA0 record.XA0 field 1, positions 1 - 3, is the record type. This field must be filled with XA0 or the claim will be denied. Also, this record must come after all C, D, E, F, G and H records for that particular patient.XA0 field 2, positions 4 - 5, are reserved and not supported. This is to hold consistent with the mapping for the CMNs which use these positions for the sequence number of the records.XA0 field 3, positions 6 - 22, is the patient ID. This must be the same patient ID that is transmitted in the CA0 record and all subsequent records that transmit patient information. If this number doesn't match, the claim will be denied.XA0 field 4, positions 23 - 24, is the CXX record count. This is the total number of C records that are being transmitted for that particular patient. In most claims, this is just the CA0 record, but if the CB0 and CB1 records are transmitted, then they have to be included in this count.XA0 field 5, positions 25 - 26, is the DXX record count. This is the total number of D records, or carrier records being transmitted. In most cases, a patient has only primary insurance and only one record is sent. However, if the patient has supplementary insurance, those records are also included in this count.XA0 field 6, positions 27 - 28, is the EXX record count. This is the total number of E records, or facility records being transmitted. Because there can be a number of facilities involved with any particular claim, this number can be just about anything.XA0 f
Conversion from Text to Word to HTML and Acrobat
Convert Raw Data into required MS Office formats.
Text to PDF and PDF to Word / Text / Doc
Data Compilation in PDF from Several Sources.
E-Book Conversion etc.
Scanning, OCR with Editing & Indexing Services Service Example:
High speed Image-Scanning and Data capture services
High speed large volume scanning
OCR Data From Scanned page / image
Scan & OCR paper Book in to CD.
ADOBE PDF Conversion Services.
Conversion from paper or e-file to various formats
Book Keeping and Accounting Services Service Example:
General Ledger
Accounts Receivables and Accounts Payable
Financial Statements
Bank Reconciliation
Assets / Equipment Ledgers etc.
Form Processing Services:
Service Example:
Insurance claim form
Medical Form / Medical billing
Online Form Processing
Payrol Processing etc.
Internet / Online / Web Research
Service Example:
Internet Search, Product Research, Market Research, Survey, Analysis. Web and Mailing list research etc.
Challenges for a HR Professional in BPO
Brand equity: People still consider BPO to be "low brow", thus making it difficult to attract the best talent.
Standard pre-job training: Again, due to the wide variety of the jobs, lack of general clarity on skill sets, etc, there is no standard curriculum, which could be designed and followed.
Benchmarks: There are hardly any benchmarks for compensation and benefits, performance or HR policies. Everyone is charting their own course.
Customer-companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. "When the job is being done 10,000 miles away, demands on parameters such as quality, turn around timeliness, information security, business continuity and disaster recovery, etc, are far higher than at home. So, how to be more efficient than the original?
Lack of focused training and certifications Given this background, the recruiting and compensation challenges of HR departments are only understandable.
Key To success
The key to success in ramping up talent in a BPO environment is a rapid training module. The training component has to be seen as an important sub-process, requiring constant re-engineering. Business Process Outsourcing: The Top Rankers WNS has emerged as the top BPO in India, pushing Wipro Spectramind to the second position, according to a survey done by NASSCOM. The basis of ranking is the revenues generated by the BPO companies in 2003-04, as per US GAAP. A list of top fifteen BPO companies in India is given below.
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations provides transportation facility to all the employees from home till office at subsidized rates. The lunch provided is also subsidized.
Company Leased Accommodation: Some of the companies provides shared accommodation for all the out station employees, in fact some of the BPO companies also undertakes to pay electricity/water bills as well as the Society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance.
Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.
Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.
Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.
Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.
Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the empl
The federal government number purpose is to create jobs. Everything you do is about jobs. Paying taxes is about jobs. Advertising is about jobs. Jobs are about earning money. Earning money is about food, clothing, shelter, health care, education, transportation and entertainment.What ever your passion may be, it ultimately leads to jobs. When you spend money wisely it creates jobs. When you invest money wisely it creates jobs. The more you learn the more you continue to earn and that creates more jobs.The world’s population has doubled in the last forty years. It is predicted that it will double again in the next twenty five years to twelve billion people. Forty thousand babies are born in China each day. Twelve thousand babies are born in the United States of America each day. Every minute the world’s population grows by two hundred and sixty seven new people. All have different fingerprints, DNA and thinking. Will Rogers a political Humorous said, “Show me two people that think alike and I will show you one that is not thinking.”The challenge is to find your passion. Just remember that what ever your passion may be, it is ultimately about creating more jobs. If someone tells you, you are giving me more work! Remember that is what you are supposed to do. Create more jobs. With out jobs we become poor. The only way to help the poor is to find your passion and know that your passion is about creating more jobs.When a company downsizes, it is about saving the jobs of the people that are left. The people downsized must find their passion and create more jobs for themselves and others.The American people earned over sixteen trillion last year. A trillion is a thousand billion. Millions is craft, billions is art, trillions is fine art. The Federal Government deducted two point nine trillion from the peoples earnings and spent it to create more jobs.The more excited you get about what you do, the more jobs you are creating. Only a request creates action (jobs) Desire with out intentions to create jobs for others is week. How may I serve humanity? What can I do to create jobs? Nothing happens until
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologies
Zenta
ICICI Onesource
MphasiS
EXL
Tracmail
GTL Ltd.
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
The parameters for the survey was: Employee Size (Operation level executives), Percentage of last salary hike, Cost to company , Overall Satisfaction Score, Composite Satisfaction, Company Culture, Job Content / Growth, Training , Salary and Compensation , Appraisal System, People, Preferred Company: (Percentage of respondents of a company who named their own company as the preferred one), Dream Company: (Percentage of respondents in the total sample who preferred a particular company).
Employee Benefits Provided By Majoriy Of the BPO Companies Provident Fund: As per the statutory guidelines, the employee is required to contribute a percentage of his basic salary and DA to a common fund. The employer for this fund contributes as well. The employee can use the amount deposited in this fund for various personal purposes such as purchase of a new house, marriage etc.
Gratuity: Gratuity is one of the retrial benefits given to the employee in which the employer every year contributes a particular amount. The fund created can be used by the employee for the purpose of long-term investment in various things such as a house etc.
Group Mediclaim Insurance Scheme: This insurance scheme is to provide adequate insurance coverage of employees for expenses related to hospitalization due to illness, disease or injury or pregnancy in case of female employees or spouse of male employees. All employees and their dependent family members are eligible. Dependent family members include spouse, non-earning parents and children above three months
Personal Accident Insurance Scheme: This scheme is to provide adequate insurance coverage for Hospitalization expenses arising out of injuries sustained in an accident.
Subsidized Food and Transportation: The organizations provides transportation facility to all the employees from home till office at subsidized rates. The lunch provided is also subsidized.
Company Leased Accommodation: Some of the companies provides shared accommodation for all the out station employees, in fact some of the BPO companies also undertakes to pay electricity/water bills as well as the Society charges for the shared accommodation. The purpose is to provide to the employees to lead a more comfortable work life balance.
Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.
Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.
Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.
Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.
Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the empl
What are corporate gifts and why do companies spend money on giving away these gifts to their employees and partners? Have you ever wondered how this concept evolved and what the benefits are of this kind of a program? Well read on if you are interested to find out more about this and also get some exciting and unique corporate gifts ideas which will keep your employees and clients motivated and happy.First of all, let us look at some of the advantages of corporate gifting. An organization can build stronger and lasting relationships with their clients, customers as well as employees by sending them corporate gifts. What better way is there to keep in touch with the people who directly affect your business and help it to grow? Corporate gifting is actually an old marketing technique which has been found very effective and therefore companies these days are willing to invest in these gifts because the benefits they reap at the end definitely outweigh the costs involved. The ultimate aim in giving corporate gifts is to achieve higher profits.Companies normally set aside a budget for corporate gifts while planning for the financial year. They also need to tie up with a reliable and professional organization that can provide and deliver these gifts maintaining the quality and standards that the company requires and all this within the budget specified. Therefore choosing the right corporate gifting organization is very critical.Corporate gifts are usually given to recognize and reward employees or clients for their efforts and work, during festivals and holidays or as incentives for sales and promotions. These gifts reflect the company and so it is important that the products given should be of the finest quality. The gifts should be unique but also formal such that your company remains in the mind of the past, current and future clients and employees.Choosing the right gift for the right person is very important. There are various gift ideas you can choose from depending on who the recipient of the gift is and also the occasion for which it is given. Some of the generic gift ideas are flower bouquets, plants and bonsais. These can be
Recreation, Cafeteria, ATM and Concierge facilities: The recreation facilities include pool tables, chess tables and coffee bars. Companies also have well equipped gyms, personal trainers and showers at facilities.
Corporate Credit Card: The main purpose of the corporate credit card is enable the timely and efficient payment of official expenses which the employees undertake for purposes such as travel related expenses like Hotel bills, Air tickets etc
Cellular Phone / Laptop: Cellular phone and / or Laptop is provided to the employees on the basis of business need. The employee is responsible for the maintenance and safeguarding of the asset.
Personal Health Care (Regular medical check-ups): Some of the BPO'S provides the facility for extensive health check-up. For employees with above 40 years of age, the medical check-up can be done once a year.
Loans: Many BPO companies provides loan facility on three different occasions: Employees are provided with financial assistance in case of a medical emergency. Employees are also provided with financial assistance at the time of their wedding. And, The new recruits are provided with interest free loans to assist them in their initial settlement at the work location.
Educational Benefits: Many BPO companies have this policy to develop the personality and knowledge level of their employees and hence reimburses the expenses incurred towards tuition fees, examination fees, and purchase of books subject, for pursuing MBA, and/or other management qualification at India's top most Business Schools.
Performance based incentives: In many BPO companies they have plans for , performance based incentive scheme. The parameters for calculation are process performance i.e. speed, accuracy and productivity of each process. The Pay for Performance can be as much as 22% of the salary.
Flexi-time: The main objective of the flextime policy is to provide opportunity to employees to work with flexible work schedules and set out conditions for availing this provision. Flexible work schedules are initiated by employees and approved by management to meet business commitments while supporting employee personal life needs .The factors on which Flexi time is allowed to an employee include: Child or Parent care, Health situation, Maternity, Formal education program
Flexible Salary Benefits: Its main objective is to provide flexibility to the employees to plan a tax-effective compensation structure by balancing the monthly net income, yearly benefits and income tax payable. It is applicable of all the employees of the organization. The Salary consists of Basic, DA and Conveyance Allowance. The Flexible Benefit Plan consists of: House Rent Allowance, Leave Travel Assistance, Medical Reimbursement, Special Allowance
Regular Get together and other cultural programs: The companies organizes cultural program as and when possible but most of the times, once in a quarter, in which all the employees are given an opportunity to display their talents in dramatics, singing, acting, dancing etc. Apart from that the organizations also conduct various sports programs such as Cricket, football, etc and regularly play matches with the teams of other organizations and colleges.
Wedding Day Gift: Employee is given a gift voucher of Rs. 2000/- to Rs. 7000/- based on their level in the organization.
Employee Referral Scheme: In several companies employee referral scheme is implemented to encourage employees to refer friends and relatives for employment in the organization.
Paid Days Off
Maternity Leave
Employee Stock Option Plan
Inspite of all these benefits, the attrition rate in BPO industry is very high, why?. What is the reason for an employee to leave? These and many more are the questions that need immediate attention from the industrial gurus.
Why people prefer to join BPO's?
In general a person with any graduation can join any of the BPO. Some BPO's like to take people with MBA but then again the specialization are of an individual hardly makes any difference. Again, this is the industry, where there is no reference checks and very often people don't even specify there exact age. Lets me share with you some of the reasons as why people prefer to join a BPO:
Did not get a better job.
Find nothing better to do.
Education level doesn't matter
Good work environment
Good Benefits
Flexibility of time
Attractive life style
Transport facility
Why people leave the BPO's?
When there are so many benefits associated with BPO industry….when there are so many privileges for the BPO employees than what makes them to change the company/industry?? Is it only MONEY that matters or anything else as well?? Here are some of the reasons for a BPO professional to change his/her job.
No growth opportunity/lack of promotion
For higher Salary
For Higher education
Misguidance by the company
Policies and procedures are not conducive
No personal life
Physical strains
Uneasy relationship with peers or managers
What they have to say?
With so much of uncertainty in the market…..people are trying their best to stop or to at least have a control on the attrition rate…let me share with you the opinion of the real gurus of the industry.
"Training is a very important aspect of the ITES-BPO industry"- Mr. Arjun Vaznaik, COO, Tracmail
" Career growth in the industry is robust and there is a long-term opportunity. The great growth momentum that the industry is witnessing is creating both vertical and lateral career opportunities. There also exists enough growth opportunities in the middle-management and supervisory level within the industry". - Aadesh Goyal, Executive Vice President & GM, Hughes BPO Services
"It will not be possible for the industry to arrive at a blanket agreement on poaching but bilateral agreements between companies are being signed. Basic norms are being put in place and code of ethics is being stressed upon by industry players within the sector with respect to HR practices. We are encouraging companies to adopt responsible behavior in order to ensure that the industry does not become a victim of its own actions. Industry needs to go aggressive but not cannibalistic." - Mr. Suren Singh Rasaily, Senior Vice President, NIIT Ltd. and Head Plantworkz,
Conclusion:
This is a descriptive report on BPO industry. I have tried to cover almost everything related to the industry. I like to have your opinion about the same. Even at the end of this comprehensive report, my concerns are related to development of employees in BPO, controlling attrition rate in BPO, can we have some standard industrial compensation package/ break-ups?
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