BPO - Business Process Outsourcing
Comprehensive business process outsourcing and managed services
Get StartedBPO - Business Process Outsourcing | Scale Operations with Managed Services
Scale your business operations—not just cost reduction
ARIS Vietnam helps you transform and scale your business operations with comprehensive BPO services. We don't just provide staff augmentation—we deliver end-to-end process management with quality assurance, performance metrics, continuous improvement, and technology enablement. Our approach covers customer-facing and back-office operations: from multi-channel customer support and technical helpdesk to finance & accounting, HR management, and data operations.
Common BPO and operations challenges
- •High operational costs with limited scalability options
- •Inconsistent service quality and long response times
- •Difficulty finding and retaining skilled operational staff
- •Manual processes prone to errors and inefficiencies
- •Lack of performance visibility and operational metrics
- •Limited multi-channel support capabilities (phone, email, chat, social)
- •Compliance and data security concerns with outsourcing
Why BPO initiatives fail
- ⚠No clear SLAs or performance metrics defined upfront
- ⚠Inadequate knowledge transfer and process documentation
- ⚠Poor communication and lack of governance structure
- ⚠No change management or stakeholder buy-in
- ⚠Selecting BPO provider based solely on cost, not capability
BPO Service Delivery Process
Process Assessment & Scoping
1-2 weeksAnalyze current business processes, identify optimization opportunities, define scope of BPO services, establish performance baselines, and determine service level requirements.
Solution Design & Planning
2-3 weeksDesign operational model with process workflows, resource planning, technology stack, performance metrics (KPIs/SLAs), quality assurance framework, and governance structure.
Team Setup & Knowledge Transfer
3-4 weeksRecruit and train operational team, conduct comprehensive knowledge transfer, set up tools and systems, establish communication channels, and implement quality monitoring.
Pilot Operations & Refinement
4-6 weeksRun pilot operations with limited scope, monitor performance metrics, identify and resolve issues, refine processes and procedures, and validate service quality.
Full Production Rollout
2-4 weeksScale operations to full capacity, implement all services as per SOW, activate performance reporting and dashboards, conduct regular quality audits, and establish continuous improvement cycles.
Ongoing Management & Optimization
OngoingContinuous service delivery with SLA monitoring, performance reporting, quality assurance, process optimization, technology upgrades, and regular business reviews to ensure value delivery.
Scope of Services
・Customer support & call center (inbound/outbound) ・Multi-channel support (phone, email, chat, social media) ・Technical helpdesk & IT support ・Back-office operations & data entry ・Data processing & document management ・Finance & accounting (AP/AR, bookkeeping, financial reporting) ・HR services (recruitment support, payroll processing, benefits administration) ・Order processing & fulfillment support ・Quality assurance & process audits ・Performance reporting & analytics ・CRM and ticketing system management
Use Cases
Customer Support & Call Center Operations
Deliver 24/7 multi-channel customer support with trained agents, omnichannel ticketing system, quality monitoring, and performance analytics. Handle customer inquiries, complaints, and technical support.
Finance & Accounting Outsourcing
Manage accounts payable/receivable, invoice processing, expense management, bookkeeping, financial reporting, and month-end closing. Ensure compliance and accuracy with audit-ready processes.
Back-Office Data Operations
Handle high-volume data entry, data cleansing and validation, document processing and digitization, database management, and reporting. Improve data accuracy and operational efficiency.
HR & Payroll Management
Manage payroll processing, benefits administration, recruitment coordination, employee onboarding, time & attendance tracking, and HR compliance. Streamline HR operations with accuracy and confidentiality.
IT Helpdesk & Technical Support
Provide Level 1-2 IT support with ticketing system, incident management, software troubleshooting, user access management, and knowledge base maintenance. Ensure quick resolution and high user satisfaction.
Why ARIS
Ready to scale your operations?
Let's discuss how our BPO services can transform your business operations.
Get BPO ConsultationFrequently Asked Questions
We offer comprehensive BPO services including: customer support & call center (24/7, multi-channel), back-office operations (data entry, document processing), finance & accounting (AP/AR, bookkeeping, reporting), HR & payroll management, IT helpdesk & technical support, and data operations. We customize services based on your specific needs.
We implement strict security measures: access controls and authentication, encrypted data transmission and storage, secure infrastructure with monitoring, regular security audits, compliance with data protection regulations (GDPR, PDPA), NDA and confidentiality agreements, and employee background checks and security training.
SLAs vary by service type. Typical examples: Customer Support (95% first response within 15 minutes, 90% resolution within 24 hours), IT Helpdesk (90% Level 1 resolution within 4 hours), Data Processing (99% accuracy with daily/weekly delivery), Finance Operations (100% on-time monthly close, 99.5% accuracy). We customize SLAs to match your business requirements.
Yes. We have multilingual capabilities supporting English, Japanese, and Vietnamese. We can recruit and train agents for other languages based on your requirements. Our teams are experienced in serving global customers across different time zones.
We follow structured knowledge transfer process: documentation review and process mapping, shadowing and reverse shadowing with your team, comprehensive training programs with assessments, pilot operations with joint monitoring, and ongoing knowledge updates. We create detailed process documentation and SOPs for sustainability.
We offer flexible pricing models: FTE-based (dedicated full-time resources), transaction-based (pay per transaction/ticket), outcome-based (pay for results/SLA achievement), and hybrid models. Pricing depends on service complexity, volume, and required SLAs. We provide transparent pricing with no hidden costs.
Typical timeline: Process assessment and scoping (1-2 weeks), solution design and planning (2-3 weeks), team setup and knowledge transfer (3-4 weeks), pilot operations (4-6 weeks), and full production rollout (2-4 weeks). For simpler services, we can start within 4-6 weeks. Complex operations may take 3-4 months.
Yes. We have experience integrating with various enterprise systems: CRM platforms (Salesforce, ServiceNow, Zendesk), ERP systems (SAP, Oracle, Microsoft Dynamics), HRMS (Workday, BambooHR), accounting software (QuickBooks, Xero), and custom applications. We use APIs, secure file transfers, or direct system access based on security requirements.