It is the national head of BPO at Randstad. What does this business area of the group encompass in Spain? What is your day-to-day like?
The outsourcing of administrative processes. My day-to-day is filled with our clients and employees. All the tasks I perform aim to provide value to our clients, meet the objectives for which we have been contracted, and work very closely with the teams to finish the day satisfied with a job well done.
What services do you offer and to what type of clients?
The market comes to us to outsource business administrative processes, for any area of their company. Mainly in financial and administrative areas, marketing and sales, or customer service, where administrative task loads are high. Any client is likely to need our services, as each pursues different objectives. Our client portfolio is very diverse: large corporations, but also small and medium-sized enterprises that are starting with a digital transformation model. Also, the public administration. The most representative sectors are financial entities, insurance, pharmaceuticals, energy, or industry.
The outsourcing of administrative processes brings numerous advantages to companies, although cost reduction is often highlighted. What others would you highlight?
As you rightly say, cost reduction is one of them, but not the only one. I would highlight the labor flexibility that any company needs, turning fixed costs into variable ones. In the end, our clients seek to make those processes more efficient, and this is achieved in many ways. For example, talent scarcity is increasingly present in our labor market, so having expert talent in your company thanks to outsourcing is another important advantage. A work team focused on performing those tasks, with no other purpose than to identify improvements in the processes, is also cost savings. And having a partner like Randstad, which offers consulting, analysis, and automation of administrative processes, is undoubtedly a great competitive advantage.
How do you advise a company that wishes to hire Randstad Administrative BPO? What is the outsourcing process like?
The most important thing is to know the objectives that the client wishes to achieve and the difficulties they have. We advise them on how we would approach those objectives through our experience and capabilities. We draw up a roadmap with the client, establishing different phases, times, and necessary resources, which we fulfill always working as a team with them. With a lot of monitoring and communication with all those involved.
What administrative processes are most likely to be outsourced?
Any administrative process is likely to be outsourced. While it is true that those in which there are repetitive tasks likely to be automated constitute the group in which the best results are achieved, combining the implementation of RPA (robotic process automation) and a human component for those phases of the process that need them.
You rely on automation, robotics, and information to deliver these services to your clients. How do you do it?
Randstad has sufficient capabilities to integrate RPA into its services to automate those processes that are likely, as well as to base ourselves on data for decision-making.
In addition, you have a platform where you can access information about the project in real-time. What advantages does this dashboard provide?
The main advantage is that the client has real-time information on the activity we are carrying out, as well as on the objectives and their fulfillment.
Your goal is to improve the efficiency of processes, and for this, you must thoroughly know your clients’ business. How to achieve it? What role do your professionals play in this?
Our professionals work focused on knowing each of the work processes, so a well-planned governance model helps to identify the continuous improvement of these processes. The entire team that is part of the project is focused on identifying these improvements and sharing them so that they can be addressed, from the simplest to the most complex.
How do you help them stay up-to-date with the latest trends in this area to advise the client?
Thanks to the talent that works at Randstad that contributes their experience and knowledge and our experience with a broad portfolio of clients.
For many, the key to the success of this outsourcing is that a relationship is established between the client and the external partner in which the second is treated as another internal collaborator. What is your experience in this regard?
Our experience in this regard is very good, creating a collaborative environment with our clients, where communication and honesty are present in each of the joint work meetings, is the key to success. When both parties share a common goal, everything is easy. The client is at the center of everything.
Source: equiposytalentos.com
