What is BS EN ISO 27820:2012?

BS EN ISO 27820:2012 is an international standard that provides guidelines and requirements for the documentation of business process outsourcing (BPO) services. This standard aims to ensure that organizations who provide BPO services follow a systematic and standardized approach in documenting their processes. In this article, we will explore the key components of BS EN ISO 27820:2012 and its relevance in the BPO industry.

The Purpose of BS EN ISO 27820:2012

BS EN ISO 27820:2012 was developed to address the need for a unified approach in documenting BPO services. In the past, there was no standardization in the way BPO providers documented their processes, leading to inconsistencies and inefficiencies. This standard sets out the guidelines for creating clear and comprehensive documentation, ensuring that all relevant information is captured and easily accessible by both clients and service providers.

Key Components of BS EN ISO 27820:2012

This international standard consists of several components that organizations should consider when documenting their BPO services. These include:

Process Descriptions: BS EN ISO 27820:2012 emphasizes the importance of documenting the step-by-step procedures involved in delivering BPO services. This ensures that all parties involved have a clear understanding of the processes and can identify any potential areas for improvement.

Performance Metrics: The standard also highlights the need to define key performance indicators (KPIs) for monitoring and evaluating the effectiveness of BPO services. By setting measurable targets, organizations can track their performance and make data-driven decisions to enhance their services.

Risk Management: BS EN ISO 27820:2012 requires organizations to identify and assess potential risks associated with their BPO services. This includes analyzing data security risks, operational risks, and other potential threats. By implementing risk management strategies, organizations can mitigate risks and ensure the continuity of their services.

Continuous Improvement: The standard emphasizes the importance of continuous improvement in BPO services. Organizations are encouraged to regularly review and update their documentation to reflect changing business needs and industry best practices. This ensures that the documented processes remain relevant and effective over time.

Benefits of Implementing BS EN ISO 27820:2012

By adhering to BS EN ISO 27820:2012, organizations can experience several benefits, including:

Standardization and Consistency: The standard provides a framework for consistent documentation of BPO services, ensuring that all relevant information is captured in a standardized manner. This promotes clear communication and reduces the risk of misunderstandings or errors.

Enhanced Efficiency: By documenting processes and setting performance metrics, organizations can identify areas for improvement and optimize their operations accordingly. This leads to increased efficiency and cost savings.

Improved Quality: BS EN ISO 27820:2012 encourages organizations to implement quality management systems for their BPO services. By following standardized processes and continuously monitoring performance, organizations can deliver high-quality services to their clients.

Increased Client Confidence: Clients who engage BPO services often require transparency and trust. By complying with BS EN ISO 27820:2012, organizations demonstrate their commitment to quality and professionalism, which can help build stronger client relationships.

In conclusion, BS EN ISO 27820:2012 is an important international standard for documenting BPO services. By following the guidelines and requirements set out in this standard, organizations can achieve standardization, enhance efficiency, improve quality, and increase client confidence. Implementing BS EN ISO 27820:2012 can be a valuable investment for organizations involved in the BPO industry.