Business process outsourcing in Singapore.
MCI Outsourcing takes over repeatable business processes and runs them with its own staff, to a service level agreed in writing.
Delivered by MCI Outsourcing, part of MCI Group of Companies.
How a process transfers to MCI Outsourcing.
Under business process outsourcing, a function moves out of your organisation and MCI Outsourcing operates it. Suitable work is repeatable and measurable, such as customer support queues, order and data entry, claims and document processing, and back-office administration. You contract for an output and a service level rather than for headcount.
Because the staff are employed by MCI Outsourcing, their contracts, CPF contributions, work passes where applicable and statutory obligations are its responsibility, and the headcount does not count towards your establishment. You retain control of the process definition and the quality standard. MCI Outsourcing carries the employment risk and the day-to-day management.
Most outsourced processes involve personal data, which makes MCI Outsourcing a data intermediary under the Personal Data Protection Act. It carries the Protection and Retention Limitation obligations for the data it processes for you, while you remain accountable as the organisation that determined the purpose of the processing. The division of responsibilities is written into the contract before any data is transferred.
Key benefits
Contracted on output
You agree a service level, and MCI Outsourcing recruits, trains and manages the staff who meet it.
Employer of record
Contracts, payroll, CPF and work passes are held by MCI Outsourcing rather than on your establishment.
PDPA obligations in writing
The data protection obligations of each party are agreed in the contract before work begins.
Scales with volume
Staffing levels follow your throughput rather than your hiring cycle.
How it works
Map the process
MCI Outsourcing works with the staff who perform the process today and documents it in full, including exceptions.
Agree the service level
Volumes, turnaround times, quality measures and reporting are agreed in writing before recruitment begins.
Build the team
MCI Outsourcing recruits and trains staff to the process, using your standards as the brief.
Run and report
The team operates the process daily, and a named manager is accountable for the agreed reporting.
Common questions
What is the difference between outsourcing a process and hiring temporary staff?
Temporary staff work within your process, under your supervision, and you direct their work. With outsourcing, the process itself moves to MCI Outsourcing, which decides how the work is done against an agreed service level, supplies and manages the staff, and reports on the output. If you want day-to-day control of the work, temporary and contract placement is the better fit.
Which processes are suitable for outsourcing?
Work that is repeatable, high in volume and measurable is most suitable, such as customer support queues, order and data entry, claims and document processing, and back-office administration. Work that requires your own judgement on each case is usually better kept in-house.
Can a business start with one process and add more later?
Yes, and most engagements begin this way. A single queue or process gives both parties actual figures on which to scope the next one.
How is BPO priced?
Pricing is based on the scope and the service level rather than on headcount. It reflects the volume, the required turnaround and the hours the service must cover, and is agreed before the team is built.