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Business Process Outsourcing occurs when a client company has its internal business process(es) performed by a third party service provider using that service provider's assets.

Business processes consist of core operational processes and non-core support processes. Non-core support processes that do not include face-to-face interaction and can be in digital form (electronic or digital images of documents) are potential candidates to be outsourced and moved to other locations.

BPO goes further than technology infrastructure or even applications. BPO is emerging as a flexible and powerful approach that business leaders can use to achieve a wide range of tactical and strategic aims. The main difference between BPO and more traditional IT outsourcing is that BPO offers companies a way of achieving transformational outcomes much more quickly.

Today, companies are being pushed to lower their costs while maintaining or increasing the quality and quantity of their outputs. As the capabilities of outsourcing firms have increased, more business activities are being moved offshore to increase cost savings. Among the offshore locations being considered, India is currently the most popular destination.

Benefits of Outsourcing:

  1. Cost Advantage - Reducing costs by improving operational efficiency and quality
  2. Focus on core processes - Outsourcing helps in focusing the organizations energies on core tasks and leaving operations management to the outsourcing partner.
  3. Reduced Management Overhead - One of the most important motives for outsourcing is to reduce the effort expended on cost centers. By outsourcing, this effort can be localized.
  4. Optimized Return on Investment (ROI) ? Costs incurred on customers can be converted to variable costs which can be 40% lower than the current running costs. Moreover with little or no investments in infrastructure the returns would be significant.
  5. Less emphasis on People Management - Another area that consumes a lot of effort is managing the people. This task has multiple dimensions:
    • Training
    • Recruiting
    • Scaling up or down as per requirements
    • Matching the number of personnel available to the case load in any given shift
    This effort could be reduced by outsourcing.
  6. Improved customer service levels
  7. Reduced customer support/marketing costs
  8. Higher sales conversion rate
  9. Enhanced flexibility to manage service peaks and troughs, product lifecycles
  10. Homogeneous, clearly defined processes across geographies
  11. Greater coverage and number of interactions with customers

Delivery Framework

The framework of Ontrack's BPO model is the backbone of its success. The following is the Ontrack BPO framework:

Strategy Statement : Communicates the purpose and governing philosophy of the Call Center to the Call Center team, its customers, and upper management.
Service Level Agreements (SLAs): Represent the Call Center's commitment to the level of service it will aim to provide for a customer.
Standard Operating Procedures (SOPs): SOPs determine the day-to-day procedures for Call Center and customer interactions and work practices, including

  • Policies
  • Procedures
  • Escalation Charts
  • Contact Lists
  • Supported Environments
  • SLAs.

Service Offerings:

Ontrack's BPO unit in Kolkata helps organizations in reviewing their entire cost structure to see where and how they can cut costs without affecting their output. Presently, the company specializes in Recruitment Process Outsourcing (RTO) and technical services, targeted at the US and European companies.

Resource Process Outsourcing

Capitalizing on the hiring frenzy across the world, Ontrack Systems has stepped into recruitment process outsourcing business ? a new opportunity that is fast gaining ground. A typical scenario involves large recruitment firms having multiple Vendor Managed Accounts (VMA), and has a large database with dynamic recruitment needs. Continuous update needs to be done to this database to address all the recruitment requirements with a short span of time.

Ontrack offers to proactively build a business process with voice and data support that would build a hot-list of resources for each job specification enabling a high strike rate. This consists of the entire back-office services that go into the hiring process ? r?sum? screening, preliminary interview, updating details, short listing candidates, creating hot lists, finalization of candidates and getting them on board.


Ontrack offers telemarketing support targeting potential and prospective customers about products and services in offer and maintaining existing customer base. An example would include Outbound call for generating additional sources of leads.

Service Desk

Ontrack's Service Desk offerings create a virtual customer service center through voice, e-mail and chat on a 24/7 basis. The Kolkata - India Global Delivery Centre along with the Managed Service Centre at MaidenHead, UK enables round the clock global delivery operations for customers across the globe and creates a virtual extension of its own IT infrastructure support. 

Rapid response to issues can ensure increased productivity and effectiveness. Ontrack Service Desk provides a single point of contact and accountability with guaranteed escalation and proactive call management.

  • Dedicated Support Teams
  • Single Point of Contact
  • Level 1-3 Support
  • 24/7 Operations with out of hours Oncall Engineer
  • Regular Management Reporting
  • Route Call Analysis

Our Service Desk Specialists can remotely diagnose and rectify IT issues in real-time with the user by utilising advanced remote management facilities.  Analysis of call patterns can also provide valuable input to customer training needs.

We offer effective and comprehensive support and service solutions using different methods of communication. We provide companies with a means to conduct Interactive, Personalized and relevant Communications with customers across both Electronic and Traditional channels. We use the Internet to integrate and simplify customer-related business processes, drastically reducing costs of customer-facing operations while achieving CRM's primary goal is to enhance the customer experience.

Category of Services offered are:

IT Help Desk - Services provide technical problem resolution and support for SME/Large corporate landscapes. Typical services include level 1, 2 and 3 technical support, system problem resolutions related to desktop, notebooks, OS, products, applications, connectivity etc., office productivity tools support including browsers and mail, new service requests, product usage queries, IT operational issues, routing specific requests to designated contacts and remote diagnostics (password reset, desktop control).

SAP Basis Support - One of the primary areas of technical support services is SAP Basis. It enables the global companies to have remote access of an expert pool of Basis Administrators.

Our BASIS Consultancy includes the following services:

  • Hardware Sizing & Landscaping
  • SAP Installation and Upgrade
  • User, System & Database Administration
  • User Authorization Management
  • Security Management (Role changes etc)
  • Support Patches Administration
  • Workload Analysis
  • Printer & Spool Administration
  • EarlyWatch Administration & Report Analysis
Type of Support:
  • Voice & Data
    • Inbound
      • Customer service Overflow calls
      • Helpdesk
      • Information requests
      • Product support
    • Outbound
      • Customer acquisition
      • Customer retention
      • Collections/receivables
      • Telemarketing
      • Market research
      • Lead generation
  • Email
    • Email Support
    • Customer Service
    • Technical Support
    • eSales
  • Chat
    • Chat Support Centre

Ontrack Advantages

Benefits provided by our seamless, managed and fully accountable process:

  • Reducing costs by improving operational efficiency and quality
  • Improving profitability within shortening BPO contract periods
  • Dynamic enhancements to match client requirements
  • Increasing ROI by realizing business benefits sooner
  • Establishing a 'win-win' relationship for vendor and client
  • Meeting SLAs (Service Level Agreements) and tracking performance through accurate process monitoring and reporting
  • Rapid rollout to avoid long and costly development and development cycles
  • Scalable approach to clients business plans
  • Solutions to deliver 'best practice' processes
  • 24x7 approach to business continuity management


Security is a major issue that global companies evaluate when considering and differentiating offshore service providers. Ensuring that adequate security is in place requires an initial investment by the service provider and also carries ongoing operating costs. It takes care of the following three major areas in outsourcing arrangements:

  • Privacy and data protection
  • Intellectual property
  • Executive accountability

The center has been assessed at BS7799 Information Security standards and ISO 9001: 2000 process definitions.

Backup & Disaster Recovery

  • Disaster Recovery Centre ready at a separate premise. Can be made active within 4-8 hours of notice.
  • Backups are taken at regular intervals.
  • Backed up data are moved to offsite locations.
  • In the event of an equipment failure, services are restored with no noticeable interruption.
  • A communications link failure is handled via the backup links on different media and providers with no loss of operations.
  • Data failures, e.g. a virus attack, are be recovered without much loss of time.
  • If there is a facility level failure, partial operation can be restored using other facilities, if so provided for.


A basic and important requirement of the support center is trained manpower. Typical training programs are conducted by industry standards throughout the year.

Related Resources
Download ISO
Certificate Current (pdf: 784 KB)
Download Annual
Report 2013(pdf: 828.0 KB)
Download Corporate
Brochure (pdf: 2.78MB)

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