Do you need to reduce your operating costs and overheads?

Would you like to improve your customer relationship management, sales, membership, fundraising or marketing campaigns?

Are you running out of time and space to run your business?

Are your costs predictable?

Is administration stopping your employees from doing more productive tasks?

A related development is a rise in demand for outsourcing by category rather than end-to-end process. Clients these days want to select the elements of the overall BPO package on a more flexible basis.

Social media and contact centres

2012 is widely expected to see the contact centre finally replace of the old-style call centre as the industry norm. This will mean an end to voice-focused client services, and herald the development of fully integrated services that include voice, email, instant messaging, and social media platforms such as Twitter, Facebook and Google+ in a holistic communication channel.

It has been estimated that people working in organisations can waste about 15 – 20% of their time by re-doing things that are wrong, chasing things without result, querying incomplete instructions, doing other people’s jobs and so on.

Customers working with DDC OS’ combined service package of data capture, scanning, hosting, digital mailroom, contact centre and fulfilment utilise our expertise with process mapping and build a more streamlined, cost effective back office processing solution that today can be labour intensive and costly.

Process mapping enables an organisation to:

“The customers I’m working with are using our digital mailroom, data capture, fulfilment and payment processing services; we have an ongoing dialogue and very often the projects change and evolve. For example, one customer has asked for a tailored package to help save costs in their own publications department and we’re helping another business to generate interest in its marketing and events by deploying our contact centre capability.”

Very often the most obvious processes swallow up the most time, with data capture a prime example; delivering data in a usable format can significantly enhance efficiency. We process thousands of invoices for local authorities – capturing ledger details so their employees in accounts payable can manage finance operations cheaply and effectively. We also capture data from sources as diverse as till receipts, electronic images and surveys and we typically achieve 99.98% accuracy.

In a world where space is at a premium, scanning is an essential business process and whether you have a cumbersome paper archive taking up room at HQ or you’re looking to back up important documents, a BPO scanning solution will save time and money. Outsourcing Business Processes to DDC has   enabled an agency of central government to efficiently process its regulatory responsibilities as this case study explains, and we provide a valuable form of archiving to ensure redundancy against fire or flood.

Automation is possible with many DDC OS services, including our digital mailroom capability; perhaps it takes your business too long to open, process and distribute postal items? DDC can rapidly deploy a digital mailroom system that will achieve efficiency from day one.

Responding to mail is also a fundamental part of running a post room and the DDC OS digital mailroom provides superior fulfilment services which speeds up the distribution of information, kicks off workflows whilst reducing overheads; our business process outsourcing case studies from the charity and leisure sector on customer fulfilment illustrate the services clearly.

DDC OS operates a state of the art contact centre.  Whether it’s lead generation, appointment setting, data cleansing, information gathering or order taking we have the necessary skills which enable us to fit seamlessly into your business.  DDC OS can demonstrate increases in productivity whilst reducing your costs; contact us today to find out more.

East Midlands-based DDC Outsourcing Solutions is expecting to grow its business strongly in 2012 after the company reported a healthy set of results in the 2011 calendar year.

DDC OS, which provides back-office outsourcing services from its headquarters in Worksop, Nottinghamshire, expects to break the £4m barrier this year after sales rose by 10% in 2011.

The company supplies a range of vital back office administration services to organisations including retailers, manufacturers, charities and the public sector.

Colin Gray, managing director of DDC OS says demand for its products has increased significantly.

“Since 1987 we have been partnering with organisations to support their administrative functions and increase efficiency. But outsourcing isn’t just about helping businesses cut costs; our contact centre, data capture, scanning, image hosting and storage services help organisations meet their own targets – driving growth in the wider economy.”

Despite having a broad customer base that spans the whole of the UK, DDC OS has a commitment to its local area and Colin explains how recruitment from the region remains a key focus. “The company’s headcount rose by around 10% in the 12 months to 31 December 2011 and we’re expecting to expand by a further 10% again this year,” he says. “In Worksop we will be employing around 135 people by the end of 2012 to help us to accommodate growing demand and provide the necessary expertise across all of our service specialisms.”

DDC Outsourcing Solutions is one of the UK’s longest established business process outsourcing companies.

When businesses and consumers are approaching saturation point in terms of the sheer number of marketing messages they receive from brands every day, it takes a well considered campaign to break through.

While this statement would be unlikely to be listed alongside ‘rocket science’ in the dictionary of strategic marketing parlance; it’s certainly a good place to start. “Charities share a lot of the same core concerns when fundraising as other consumer brands do, the principal one being ‘how can we persuade a donor to connect with us?’,” says Tracie.

“We’ve dealt with a lot of charities who want to pursue a telephone fundraising campaign and the challenge is always to find a way that gets past the organisation itself and engages or connects the potential donor with the beneficiary of their gift.”

DDC OS has some experience in this regard, including an ambitious business-led telephone fundraising campaign it currently manages on behalf of the Churches Conservation Trust.

Using a database of around 2000 businesses, DDC OS has been charged by the CCT to enlist volunteers and groups from those businesses who would be prepared to raise money in the pursuit of a thrilling abseil down a Church Spire which the CCT continues to conserve.

This sponsored activity is firmly in keeping with the CCT’s core strategy; the conservation of Churches so that they can be used for the benefit of their communities. “We are aiming to engage the person picking up the phone, painting a picture of what it is that we want people to do and why, all within the first 20 seconds of the call,” says Tracie. “We have been able to convey those messages without spending a huge amount of time explaining the charity itself – the point was to have a conversation about the church and the communities that are benefitting from their sponsorship.”

Of course, very few telephone fundraising campaigns will begin with a request to hurl oneself off a building, but Tracie explains that this example illustrates their effectiveness. “The CCT has given us the perfect opportunity to bring donors into contact directly with the thing their charity is about; the churches. By using the right database of potential donors – younger, team oriented businesses for which a sponsored abseil would prove an excellent team building affair anyway – there was a good combination of targeting and product that makes this campaign a success.”

Tracie Webster is Senior Client Relationship Manager at DDC OS. Contact her at traciewebster@ddcos.com or +44 (0)1909 488600

Colin Gray, managing director DDC Outsourcing Services

We speak regularly with our colleagues from CSOs across the country, and recognise a strong ambition to take up the government’s challenge.

There is clearly an acknowledgement that with the right partnerships, administration and business support, charities can deliver value for money.

DDC OS is committed to providing the types of business process outsourcing solutions that can help CSOs gear up for the challenge of public service delivery, but we must not forget the grass roots of fundraising, administration and finance which keep charities and voluntary organisations up and running across the UK.

If your organisation is looking at ways to operate more efficiently or to reduce costs, improve or innovate, why not get in touch with us for a free consultation.

Interested in how outsourcing could help your organisation? why not contact us for a free consultation…

DDC OS: Tell us a little bit about your charity; its aims and current challenges?

Data capture, donation processing and data cleansing are all processes that are simple to outsource": Rodger Ncube

RN: “MIND is a mental health charity based in England and Wales. We stand for a society that promotes and protects good mental health for all. We have a vision, that all those suffering from mental health issues are treated fairly, positively and with respect.

“Our main challenge is that we are often reliant on fundraising by personal donations. Due to the economic downturn we have seen a reduction in both the value and number of donations that we would usually receive.

“Recruitment and retention of new supporters is another challenge we face on a daily basis. There is an inability to commit during these uncertain financial periods and we have really noticed a shift in donor behaviour.”

DDC OS: What is your experience with outsourcing and in which way does your charity use it?

RN: “I have had both positive and negative experiences with outsourcing. When you begin to use call centres etc you enter a learning curve of how to interact with them in a productive way.

“Here at MIND we have been dealing with fulfilment houses since 2003. These centres ensure that the phone donations we receive are processed quickly and efficiently. Outsourcing is a great way to free up time for our internal staff to deal with core activities and strategy. The reports we receive from our outsourcing partners are comprehensive with the extra staff we have on board we are able to analyse these statistics properly. This allows us to allocate resources where they are most needed within the organisation.

“Some may say that outsourcing contracts can appear initially quite costly. This may be the case but spread over the duration of the outsourcing period, the process can prove to be great value for money and we actually saved money compared to retaining an in house facility.

“The only negative observations I have about my past experiences with outsourcing is that I occasionally felt a loss of control when allocating a job to one of our providers, as though the job was that of a separate organisation. My other concern was that of employee experience. Too often outsourcing providers claim to provide a bespoke package to suit a charity but fail to deliver; staff are unenthusiastic, ill informed of the charity they are working for or just too slow at processing donations.

“These experiences are very rare and it’s nothing that cannot be resolved with an emphasis on frequent and clear communication between a charity and its outsourcing partner.”

DDC OS: What would be your advice for a charity that is considering outsourcing to save costs and improve services?

“Consider the value. Complete a full cost-benefit analysis – look at your budget for outsourcing and consider whether this will reduce your overheads by substituting your current in-house capacity. Make sure that outsourcing enables you to answer more calls in a shorter period and costs less than an internal department.”

“Be specific. When choosing to outsource to a contact centre you must remember that they are there to follow your lead and will only do what you ask them to do. It is important to ensure I am on the same page as my fulfilment houses by giving them a detailed specification of what we need help with.”

“Assess the risk. I find it good practice to take a detailed look at the outsourcing company you are considering- look beyond the senior staff at the pitch meeting and dig a little deeper to get a better understanding of how the organisation works. Your donors will be communicating directly with operational staff, so find out more about them and the company’s recruitment policies etc.”

“Outsourcing can help to streamline donation processing, making your charity more productive and efficient. However, do not expect miracles – if you take a realistic approach to outsourcing you may be pleasantly surprised.”

DDC OS: Are there things, in your opinion, which are particularly easy to outsource and likewise, are there areas which are best kept in house?

RN “Data capture, donation processing and data cleansing are all processes that are simple to outsource. Having a dedicated team that can handle large volumes of donations can mean less calls are left unanswered, and contact information for donors is kept up to date.

“The one thing that I believe you cannot outsource is decision making. Organisations should use the information they receive from their service providers to make the most educated decisions about the best strategies to increase donations.

“By being decisive and openly communicating their decisions, organisations can ensure they are getting the most out of their outsourcing contract.”

DDC OS: Are there any limits to outsourcing and how do you think they can be overcome?

RN: “Time is always an issue. Most outsourcers cannot produce data on demand, and hourly reports are near impossible to ascertain.  A lack of immediate information may delay decisions that could be implemented much earlier in a campaign. I think new software, or closer communication between departments could help.

“What is the perception of outsourcing from staff, volunteers and donors?

“Of course whilst everyone involved with MIND is incredibly supportive of the charity’s decsisions, there are issues you must address as a charity considering outsourcing. If an organisation chooses to outsource part of its backoffice function, an internal restructure is inevitable, and jobs will be lost when they are no longer needed. Staff are supportive of cost cutting as long as we strike a balance between our internal capacity and our outsourcing needs.

“Volunteers are supportive of charity decisions, but some may find it hard to comprehend if the work they previously did for free is now allocated to an external provider. Because it is something they do out of kindness, volunteers are happy to move to whichever department they are most needed.

“With donors there is often a perception that if they have to speak to an outsourced call centre that their query will be sent abroad or will be answered by a machine or inexperienced member of staff. This is very rarely the case and often a caller’s concerns are dismissed as soon as the call is connected. If they feel reassured that their call matters, they do not mind whether the call is taken internally or by a service provider. Often they cannot tell the difference!

DDC OS: In conclusion…

RN: “If you strike the right balance with outsourcing, by selecting the best provider and communicating well then there can only be benefits in the long run. A good outsourcer will use their initiative to bring you the best results.”