Business Process
‌Outsourcing Services

Buchanan’s Business Process Outsourcing services are designed to support both customer-facing and internal operations, helping organizations streamline workflows while maintaining service quality.

• Front-Office and Customer Support
  • Inbound and outbound customer service via phone, email, chat, and web
  • Sales support, lead qualification, and customer lifecycle assistance
• Back-Office and Administrative Processes
  • Accounting assistance, billing support, and invoice management
  • Employee onboarding, offboarding, and HR administrative tasks
• IT-Enabled and Technical Processes
  • Ticket monitoring, alert management, and virtual assistance
  • Service desk support and issue triage workflows
• Industry-Specific Support Functions
  • Student services for education institutions
  • Operational support for healthcare, retail, and technology businesses
• Flexible Delivery Models
  • Onshore, nearshore, and offshore BPO staffing options
  • 24/7/365 and multilingual support availability

Our BPO model focuses on improving efficiency by reducing manual workloads, optimizing processes, and allowing internal teams to focus on strategic priorities.

• • Lower labor and infrastructure expenses compared to in-house teams
  • Predictable pricing that converts fixed costs into variable costs
• Improved Process Consistency
  • Standardized workflows and documented procedures
  • Reliable SLA-driven service delivery
• Scalable Support
  • Rapid scaling during seasonal demand, growth periods, or projects
  • Flexible resourcing without long-term hiring commitments
• Faster Turnaround Times
  • Dedicated teams focused solely on defined processes
  • Reduced bottlenecks and faster issue resolution
• Operational Focus
  • Internal staff can concentrate on core business initiatives
  • Less time spent managing routine or repetitive tasks

Best practices for data security and compliance in business process outsourcing focus on protecting sensitive information while meeting regulatory and industry requirements throughout the outsourcing lifecycle.

• Recognized Security Standards
  • SOC 2 Type 2 certified, validating audited controls for security, availability, and confidentiality
  • Security framework aligned with ISO 27001 best practices
• Regulatory Compliance Support
  • Operational practices designed to support compliance with frameworks such as HIPAA (healthcare), GDPR, and other industry regulations
  • Governance controls focused on risk reduction and accountability
• Access Control and Oversight
  • Role-based system access and activity monitoring
  • Defined escalation paths for handling security or compliance incidents
• Operational Resilience
  • Business continuity considerations built into service delivery
  • Response procedures to help minimize disruption and maintain availability

Business process outsourcing engagements follow a structured approach to ensure a smooth transition, operational alignment, and measurable outcomes, including:

• Assessing existing workflows, volumes, and performance goals to identify tasks suitable for outsourcing
• Designing the solution by defining scope, service levels, delivery models, and custom workflows aligned with business objectives
• Transferring knowledge through documented onboarding, training processes, and a controlled handoff of responsibilities and system access
• Delivering and monitoring services using defined SLAs and KPIs, supported by ongoing performance tracking and regular reporting
• Continuously optimizing processes to improve efficiency, quality, and scalability based on evolving business needs

• Healthcare and Insurance
  • Patient and member support, including claims inquiries, benefits administration, and service coordination
• Technology and SaaS
  • Technical support, onboarding assistance, help desk services, and customer support workflows
• Education
  • Student services support covering enrollment, financial aid assistance, and centralized inquiry management
• Retail and Consumer Services
  • Order support, returns processing, account management, and multichannel customer engagement
• Professional Services and Finance
  • Inquiries, back-office processing, and administrative support with improved accuracy and turnaround

Unlike large, one-size-fits-all BPO providers, Buchanan delivers customized outsourcing solutions that integrate closely with your business and technology environment.

• Hybrid Service Delivery
  • Flexible support models combining local, regional, and global resources, with on-site technical support available across the U.S. and Canada when required
• Customized Process Design
  • Tailored BPO workflows aligned to specific business goals, industry requirements, and flexible engagement models
• Dedicated Account Management
  • Assigned service managers who provide accountability, ongoing communication, and regular performance-focused service reviews
• Technology-Aligned Outsourcing
  • Integrated BPO services aligned with Buchanan’s IT help desk and managed services for seamless coordination between processes and technology
• Results-Focused Engagements
  • Case-driven outsourcing engagements focused on measurable improvements in efficiency, accuracy, and service delivery aligned with client objectives