CIO.com: What are the biggest factors that would impact the business case of RPA in an offshore location?
Burnett: I think increasing salaries and shortage of skills could drive demand for automation. Clients of offshore centers are also driving automation for increased efficiency and throughput. This is part of their continuous and year-on-year improvement. One factor that could adversely affect automation in offshore centers is lack of skills for deployment.
CIO.com: What should organizations consider in order to build a realistic business case for RPA?
Burnett: The existing and potential costs and benefits of all of these [issues] should be factored into the business case. There are costs that are easy to measure, e.g., cost of RPA software licenses. [But] there are also qualitative values, such as reduced error rates, that are difficult to measure but these must be factored in for a comprehensive business case.
CIO.com: What other advice would you offer IT organizations considering implementing RPA in captive centers?
Burnett: It is important to benchmark existing operations to work out the benefits of automation and build a business case for deployment and scaling up.
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