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Business process outsourcing

Business Process Outsourcing (BPO) is the outsourcing of a chain of business processes to a service provider whose core activity is the performance of these processes, and which bears the responsibility for the results and the risks. Outsourcing customer processes is part of this. The key concept here is that the more sub-processes a client outsources to the service provider, the more efficient it can gear these processes to one another.

bpo-flowchart

Unamic/HCN helps companies to effect more profitable transactions by providing services which support the client in effectively and efficiently identifying, recruiting, servicing and retaining its customers.

Rightsourcing

Unamic/HCN believes in applying the concept of ‘rightsourcing’ as the best method of obtaining efficiency benefits during the managing of customer processes. With rightsourcing, we examine a client’s total work package. We arrange for the activities falling under this work package to be performed at the right location, by the right type of personnel, and at the most attractive cost. As your needs change, we can offer flexible and scalable solutions, available through contact centers in Belgium, the Netherlands, Surinam and Turkey. This leads to a maximum advantage for our clients, both in financial and qualitative terms.

Offshore

Services across continents
On a daily basis, Unamic/HCN demonstrates for many clients that customer contact may be successfully carried out from our offshore locations in Paramaribo, Surinam, and Antalya and Istanbul in Turkey. Thanks to the efforts of the staff in these countries, Unamic/HCN can perform a complete range of high level services, yet at considerably lower costs than in the Netherlands.

The offshore cost advantage can run as high as 40%. Activities such as cost-driven customer contact and value contacts, as well as back-office tasks such as file control and data entry lend themselves perfectly to being handled offshore.

Quality and Value
Unamic/HCN employs a Dutch management team at its offices in Surinam and Turkey. In other words, the work is done according to Dutch business standards and procedures. Ultimately, very little changes for our clients. They receive the same quality and service from Unamic/HCN, yet at a lower price. In addition to the contact with the offshore office, Unamic/HCN also ensures the client will be assigned a contact person in the Netherlands. Clients are always welcome to visit the offshore location; in fact, our offshore employees really appreciate these visits.

Level and availability of employees
Unamic/HCN’s staff in Surinam and Turkey are highly educated individuals (higher professional education or higher). The partnership with the University of Surinam results in a large selection of qualified contact center employees to choose from. People generally have a high regard for a job as a contact center employee, and turnover remains low as a result.

Capacity
Unamic/HCN Surinam currently has over 270 fully equipped workstations and approximately 450 employees. In Turkey, there are 200 fully equipped workstations, 150 of which are in Istanbul and 50 in Antalya.

Co-sourcing

Unamic/HCN has a proven track record with co-sourcing in an existing contact center environment. Unamic/HCN places people and resources at the client’s location, and performs customer contact activities either independently, or in conjunction with the client.

Some situations also involve a transition in a business, in which Unamic/HCN takes over the client’s work as well as its existing employees. We offer these employees a new future in our organisation, with interesting career opportunities, while at the same time allowing the client to make the costs of its customer contact more flexible. An additional benefit is that the years of experience the employees have acquired remain intact for the client’s organisation.

Outsourcing

With its broad range of services, Unamic/HCN is an attractive outsourcing partner for organisations with intensive customer contact and/or frequent transactions. Especially now, in these times of economic slowdown, Unamic/HCN can help your organisation achieve higher returns from your contact with customers.

In order to help our clients meet their operational and strategic objectives, Unamic/HCN offers a number of flexible services for improving customer processes. Customer Service, Technical Help Desk, Sales, Invoicing and Credit Management, just to name a few. Clients also have the option of putting Unamic/HCN Advisers or Trainers to work in their own organisation to design or improve processes, or to train their own personnel.

Unamic/HCN offers several different types of outsourcing:

  • Onshore
    Outsourcing of activities to Unamic/HCN offices in the client's country.
  • Co-Sourcing
    Unamic/HCN places people and/or resources at the client's location, and performs customer contact activities under its own management, or in conjunction with the client.
  • Offshore
    Outsourcing of activities for the Dutch market to Unamic/HCN's offices in Turkey and/or Surinam.
  • BPO
    Business Process Outsourcing The strategic outsourcing of a chain of customer processes at Unamic/HCN, which then bears the responsibility for the results and the risks.
  • Rightsourcing
    Rightsourcing is the ideal combination of different forms of Outsourcing. When clients' needs change, Unamic/HCN offers flexible and scalable outsourcing solutions, available through contact centers in Belgium, the Netherlands, Surinam and Turkey.

The benefits of Outsourcing:

  • Focus on core activity
    Unamic/HCN is 100% focused on customer contact and customer processes. For most organisations, customer contact is just one of the many processes that are part of business operations. By outsourcing the work process to Unamic/HCN, the client excludes any operational risks such as under- or overstaffing, and has our expertise, up-to-date knowledge, people and systems at its disposal.
  • Cost savings
    Outsourcing can produce high cost savings, while retaining and often even improving the level of quality. Savings which are sometimes as high as 40%. Additionally, the costs for the future are clear and manageable.
  • Making costs flexible
    One major advantage of outsourcing is that you only pay for the services you use. This allows costs for customer contact to be extremely predictable when it comes to budgeting.
  • Rightsourcing
    Because Unamic/HCN has several offices in the Benelux, Turkey and Surinam, clients are able to incorporate flexibility into their upscaling and downscaling activities. Unamic/HCN's 2800 employees may be used for a broad range of projects. At Unamic/HCN, we call this ‘rightsourcing': making sure the right person is in the right place at the right time, and at the most competitive terms.
  • Acquiring people and resources
    As part of an outsourcing project, it is possible for Unamic/HCN to take over the client's people and resources. This method offers your employees a new perspective, while your organisation enjoys the benefits of outsourcing.