Today’s global business environment calls for bringing about dramatic improvements and efficiencies in business processes. This started the trend to outsource non-core processes to countries where a labor cost arbitrage opportunity exists. With a vast pool of English speaking talent at about one-tenth the cost (relative to developed countries), India is fast emerging as a back office processing hub for global corporations.

The focus of most first generation BPO companies in India has also been on tapping the cost-effective talent pool, and showcasing that to prospective clients. Surprisingly, few service providers have leveraged technology to enable processes, as well as to make their people more productive. Using technology-enabled processes in a BPO operation helps provide for value added services to clients, guaranteed quality delivery, while at the same time keeping costs under control.

In this issue of Confluence, we feature TRRS Imaging a Bangalore based BPO company that has differentiated itself excellently through the use of technology. TRRS Imaging is a document management and data capture company providing the entire gamut of data capture solutions and services. TRRS develops integrated solutions in the field of document and data capture, document management and digital storage, internet based distributed capture using the methodology of Component Imaging.

At a time when most Indian BPO firms resort to software migration from their clients to carry out their processes, TRRS Imaging proactively developed a solution for data capture, followed by rule-based processing. The company has consistently been able to optimise client processes that are being run by them, leading to significant business benefits for their clients. This strategy has helped the company grow existing accounts as well as acquire new ones.

The technology, which has been developed in-house, delivers an accuracy level of about 99.98%, says Ms. Sudha Prakash, Director and Co-founder, TRRS Imaging. This enables our clients to adhere to their strict end-customer service standards without compromising on quality even while handling sudden surges in customer queries.

Ms. Prakash attributes this success to their investment in high quality domain and technology people in-house. We have people who have deep domain expertise coupled with a thorough understanding of image processing technology. This unique combination of expertise in technology and business process has set us apart adds Prakash. Thus, TRRS has used its talent to deliver innovative solutions in the BPO space and carved out a niche for itself.

We now take you through an example of how TRRS has innovatively used technology to provide solutions to one of the leading MNC banks. The solution is referred to as  Automated Letter Processing System (ALPS). This solution encompasses automated query capture using OCR technology followed by indexing based on matching key words. Pre-defined templates are linked to each index this helps in drafting letters to customers. Thus, based on the customer query, the system automatically maps the query, chooses the response template and forwards it to the reviewer. This system has totally eliminated the need of human intervention at each step.

We have been able to consistently achieve good turnaround times at as high as 99.99% Q-standards as a rule, says Latha, Senior Manager, TRRS Imaging. ``This is much higher than what we had committed to the client.  Using this solution, the bank has been able to adhere to its end-customer service standards irrespective of the volume of queries.

Not only have we been able to reduce the need of human intervention at each stage, but the  system also provides the capability to do the same across value chains as well,’’ adds a proud Latha. This proactive approach has enabled TRRS to move into the high-end and be viewed as a Solution Provider and Partner rather than as a regular back office service provider.

The company plans to leverage this expertise in the BFSI segment and provide solutions to the Healthcare industry. Short-term plans also include taking advantage of time bound opportunities like HIPAA.

TRRS Imaging has geared itself well for growth by applying technology innovatively to automate its operations, thus becoming an IT enabled service provider with a difference.