RPA isn’t just making its way into BPOs; it’s there already.
As more and more BPOs adopt RPA as an alternative to traditional labor arbitrage, the question is shifting from “why?” to “how’s it working--and what’s next?” Barbara Hodge from the Shared Services and Outsourcing Network recently covered the topic. Here’s 1-minute rundown of a few notable stats, quotes, and insights:
“RPA is suddenly going mainstream.”
But why all of a sudden? After all, the idea of being tasked to do more with less is certainly not new. Statistics have come to light that are potentially causing BPOs to sit up and take note, however, not the least of which is that “in an average, eight-hour day, around 4 hours are effectively wasted through training, communications, and other non-value-added work.”
BPOs are embracing now; Shared Services groups are coming next.
The value for BPOs embracing the RPA trend now is clear. Shared Services groups will follow, starting with smaller projects with the intent of establishing best practices first.
Cost-savings are just the beginning.
Companies that develop an automation strategy gain the most in the long and short term. Automation software has the singular benefit of being able to generate almost instant ROI in many cases, but the real value emerges as companies are able to treat process automation like an assembly line and develop a new process model.
RPA success? It depends on the leader.
Even more than an internal champion for RPA, companies need a CTO or equivalent-level leader bought in to the idea, and prepared to shift the company’s existing mindset about how work is being done.