Month: March 2017

Promotion is a crucial aspect of business, especially for small and start-up companies; many even commission BPO services for the task. Compared to giant corporations, small-scale businesses struggle more when it comes to getting their brand out there. This is because the competition nowadays is tight, and the way consumers think about purchasing products has changed – they have become more cautious and meticulous in terms of deciding which product/service is worth it and which is not.

While it is true the way the business world works is cut-throat, small and new businesses, however, still get the chance to attract customers and gain profit through marketing. Product and service promotion is one of the most effective ways to raise awareness and popularity of a business, which eventually increases actual sales.

BPO Services In Marketing Campaigns

This process, however, is just as hard as putting up a business in the first place. However, BPO services effectively engage in various marketing campaigns. What many don’t realize is that there’s more to an effective promotion than just spreading words about a company’s brand. If you want your business to be really successful, you should depend on service that puts your name in the spotlight and makes it stick.

Just like in communication, there are so many ways you can promote your business, and with unlimited access to technology, promoting your product is as easy as one click. Using social media to promote your business is probably the easiest and the surest way to attract people’s attention, but you can also hire a media manager to pull all the strings. Since everyone browses the world wide web everyday, creating accounts and pages on Facebook, Twitter, Instagram, and many other types of social sites would definitely reach a big portion of your target market.

Advertisements Expand Your Mileage

Advertising has grown into a giant industry that plays a big role in the business world. Considered as the most dominant mode of marketing, advertisements will be helpful in raising your company’s popularity, for it uses different forms of media (print and electronic). Advertisements allow your campaign to target specific audience to which your message is directed to. Television commercials, newspaper ads, and radio promotions can reach a wide range of audiences, in different demographics.

Other types of marketing strategies (telemarketing/telesales, networking, charity events, gift promos, and community programs) are staple offerings from BPO services. Tactics like run-for-a-cause marathons and social-welfare-themed programs, help build good image for your business. Because people love engaging in these kinds of events, companies often get the highest attention from existing and new customers, resulting to an increased sales and brand popularity.

All these strategies are proven to generate success, but only when done correctly. It’s not enough that you just execute the campaigns, in order to truly reach your target consumers, you must be able to establish a clear connection with them. Conducting surveys through phone calls, social media, or emails will help you better understand your consumers. This strategy allows you to gather information that would be useful both for marketing purposes and in developing new features or services that would suit the needs of the customers.

Are you sifting through offers and counter-offers from providers? Option is always a good thing, the more the merrier. But, squeezing the best deal out of your candidates requires different skill: negotiation. If you’re going to outsource customer service, the negotiations determine how feasible the terms turn out. You don’t want to be on the losing end of the agreement, even if it’s a bargain.

Silence is a tactic seldom used in negotiations. But, if timed properly and in the right context, your silence will give you the upper hand. Here are three opportunities you’ll leverage by staying quiet:

1. When The Other Party Makes An Unreasonable Demand

Your impulse could be to protest with a retort, but in almost every occasion it’s better to stay quiet. At the very least, sustain a prolonged pause. The other party might be thinking you’ll cave in or argue; either way they get what they wanted. It’s also possible the goal is to obtain a reaction from you; will you flinch?

The best response is to keep your composure and stay still. This is effective if you don’t know exactly how to respond, not yet. The other party may have caught you off guard. Don’t show it, stall until you’ve regained your bearing.

2. When You Realize You’re Monopolizing The Talk Time

It happens. You’re so engrossed in your pitch you forget the other party may have reservations with your proposal. Or the questions piled up unaddressed because you’ve rattled so much information it’s too late to backtrack. Note that some prospects like to bide their time so they can build a case against your offer, and then retaliate with a nasty, point-to-point counter.

Discretion is important in negotiations; tread slowly, like you’re walking on eggshells. Share only information relevant to the negotiation, the bare minimum. Everything else can wait. Compare the conversation (or correspondence) to chess, where every move you make has end-game consequence.

3. When The Other Party Is Speaking

Never interrupt; it works to your advantage. If you’re going to outsource customer service, apply the principle of good conversation with intentional listening. Is your prospect five minutes into a litany of terms and exclusions? Hear the other party out; approach it as someone after a bargain, and find a way to turn the tables, if you can.

Take notes, and use these as fodder for your counter-offer. It’s ideal if the negotiation is conducted over email, but the same principles apply in person or over the phone. Maintain presence of mind in the interchange, and resist any urge to butt in on your prospect’s spiel.

Finding the best BPO service provider can be a challenge, especially if you want to outsource customer service to a provider with the most feasible bid. Remember, silence is your ally in negotiations; when in doubt, pause and resist the urge the speak out.

As a real-time medium, contact center support continues to gain traction over the years, with many companies outsourcing their services to BPO call center companies. If you want to lease service that’s effective in voice support, here are some services you should expect from the provider you choose:

Customers Transcripts Are Available If Necessary

It’s a surefire way to ensure that the interactions with the customers is transparent. Customers are going to want to save the useful information they get whenever they talk to agents. Note this service isn’t staple from most providers, so consider these added value to the offer. Agents must be ready to email a copy of the transcript to customers after the live chat, provided the need and urgency are established.

Mastery Of Products Or Services Endorsed

Common knowledge? Unfortunately, you’ll find BPO call center companies that are content with general knowledge of the client’s offerings. To avoid this, your provider should be fully aware of what you have to offer, follow-up on current discounts or promotions. Informed agents definitely make customers happy, ensuring conversations are pleasant and progressive.

A Positive, Can-Do Attitude

In terms of delivering a good customer experience, having the knowledge is not enough. It’s also important to give off a pleasant and approachable vibe to the person you’re talking to. How exactly can your provider do this? It’s all in the mindset. Every challenge is an opportunity to serve clients as best as you can, anyway you can.

Prompt And Responsive

A key aspect of contact center support is almost-instant interactivity. Customers are going to expect that they talk to an agent as quickly as possible. When it comes down to it, agents shouldn’t keep them waiting for more than 10 seconds. The best chat agents can do so with four to six simultaneous requests, too.

Your BPO Call Center Should Remain Grounded, Genuine

Customers are going to see all through those pleasantries, particularly if they feel they’re just weaving through to a spiel. It’s important to be honest in every live chat session – no empty promises. Own up to the limits of what you can do. This could mean that if you don’t have knowledge of the issue at hand, you should simply transfer the session to a superior or an agent who specializes in the subject matter.

Would you brand your company a small business or start-up? There’s a difference between these labels, depending on how you consider your scale. Start-up is the hip word for entrepreneurs aiming real high real fast, while small business is the preferred label for conservative entrepreneurs. It turns out your company’s trajectory, not to mention your options in BPO solutions, are reflected on either of these terms.
How can you tell if you’re building a small business or start-up?

1. How Fast Do You Want To Scale?

It’s like scaling a wall; some scamper will others take their time. If you believe slow and steady wins the race, then you have the mindset of a small business entrepreneur. Its main advantage is stability and adaptability. Small businesses often have a fall back plan if ever things go south.

On the other hand, many start-ups are trailblazers by comparison. Often backed up by generous funding from sponsors and venture capitalists. Expansion is priority, and some are practically bubbles waiting to pop. Small businesses grow within predetermined limits; the sky is often the limit with start-ups.

2. Choosing BPO Solutions: Simple or Complex?

Small business also have the advantage of streamlined simplicity. This is due to smaller workforce and operations. There’s freedom to concentrate on the core of the business and consider the feasibility of BPO solutions, rather than figuring out ways to expand before it’s feasible. Start-ups face the problems of large corporations, too much too soon.

3. Real Teams or Expendable Parts?

All businesses are people-oriented, but some more than the others. One defining factor of small business is its focus on people as part of an organic, functioning team. This approach is carried over to BPO solutions used to support operations. Start-ups may be burdened by so many moving parts that the people become secondary, valued as much as they’re replaceable.

Make no mistake, the continuing goals of business are progress and expansion. It’s your pacing that makes the difference. You need not stay small forever, but you should always ensure you’re capable of the transition before you jump.

Customer service is all about response and engagement. Whether you’re handling complaints or outreach, your choice of words determine the outcome. This is more important in call center customer service; focus on tone and phrasing, because even your pauses have meaning. It’s fortunate you can develop customer service with training and practice.

You want to convey your best interest during the conversation. You’ve composed your email and reviewed the spiels to use on the campaign. Are you putting your clients’ best interests as priority? Consider these five language adjustments if you want to improve engagement and service:

1. Use “We” And “I” Appropriately

The trick is to use “I” when you’re bearing responsibility, “we” when you want to reassure clients their concerns will be resolved. Approach each engagement like you’re part of the team, even if you’re the one doing all the legwork. You’ll send an impression everyone is on board towards reaching a resolution, and your clients consider you part of the company instead of a lone representative.

Use “I” sparingly, and only when you’re assuming responsibility for a problem. Sometimes you’ll be tempted to use this pronoun when taking credit: don’t. You’re better off sharing the kudos to the team.

2. Use “I Don’t” Instead Of “I Can’t”

Starting your sentence with “I can’t” conveys helplessness, an inability to resolve the client’s concern. Isn’t solution the goal of support? In call center customer service, “I can’t” negates your efforts to build rapport with your customer. Remember, there’s always something you can do to resolve a problem, including escalating it to an immediate superior.

Using “I don’t” in your response means you’re decisive, proactive. It also confirms you’re on top of the situation. Offer alternatives to your client if you cannot accommodate the preferred option.

3. “Value” Is Crucial In Call Center Customer Service

Nothing relays you value your clients than explicitly saying you value them. In heated complaints, this is reassurance you’re exerting effort towards resolution. It’s hard to show empathy over the phone or through email, apart from explicitly saying what you mean, straightforward and concise.

Say “I value your concern,” or “we want you to know you’re a valued customer.” Make sure you deliver to the statement in the meantime, though, take steps to ensure you’re in progress with solutions.

4. “I apologize” Instead Of “I’m Sorry”

There’s subtle difference between the two phrases. It’s similar to the efficiency of “I don’t” over “I can’t.” For starters, “I’m sorry” is too casual and familiar, the phrase you use when you have no solution left to offer. On the other hand, “I apologize” hints you’re accountable to the mishap, and you’re taking responsibility for the consequence.

“I apologize” is also diplomatic compared to “I’m sorry.” You’re owning up to the fault, but you’re not resigned to finish the conversation with offering the best, alternative solution.

5. Use “Sincerely” In Valediction

Do you ever struggle when it comes to closing your conversation, correspondence? What are your stock phrases when signing off on your letter? It turns out some phrases leave better impressions than others, and “Sincerely,” is the best way to sign off the conversation.

Adapt your language to your relationship with your recipient; a hint of familiarity is often best, especially in call center customer service. “Best regards,” “best wishes,” and “yours truly” are good finishers, but nothing beats “sincerely” in clarity and brevity.

Language is your first tool in customer relations. If you’re into the business of people, it’s crucial you use it with precision. Implement these hacks regularly and you’ll notice an improvement in customer feedback, retention, and acquisition.

There’s a reason why people say “thank goodness it’s Friday.” When was the last time you heard someone rant about the weekend? By weekend we mean the period when you actually enjoy some rest and relaxation. Sure, in some industries the definition of the weekend shifts with the schedule (think BPO contact center representatives). Some office staff also take pleasure in ensuring the work for the workweek is really behind them.

For most people, the weekend starts after Friday rush hour, and can end up to the wee hours of Monday morning. Some feel guilty about enjoying the weekend, though, especially when there’s still work left to finish. How do you know you deserve the break, then? Here are three signs you’ve had a great workweek:

1. You plotted and finished goals for your workweek

Nothing’s more satisfying than knowing you’ve ticked items on docket. Did you complete your mid-term goals, finished all routine tasks? Work never really ends, though, and there’s probably more waiting for you by next week. The point is you were able to put as much as you can behind you, enough to start afresh.

On the flip side, the BPO contact center operates under wildly shifting schedules, and it’s likely workweeks are of uneven lengths. Turnover tasks also vary. “Do all you can, with what you have, where you are.” Theodore Roosevelt knows what it means to do meaningful work.

2. You took on tasks that are over your head, and prevailed

This is icing on the cake of a great workweek. Did you have items on agenda more than you could handle? Maybe you finally took on tasks you’ve been dreading for a month? Were you forced to jump-start tasks no one else dared to touch? Finishing tasks you didn’t expect to start is great motivation for your weekend. Plan something special and celebrate.

Of course, the downside is realizing you’ve held on for so long on tasks, which is procrastinating. There are always items low on people’s priority lists; thank yourself you finally found it in you to start and finish these.

3. You innovated

You’ll only appreciate something new when you’ve tread the old routine. Did you discover how to improve on existing processes? Maybe you met a client who have ideas that spark new growth to your business? Did you unlock potential you didn’t know you had? Anything that improves upon the old should be welcome, and you should pat yourself on the back for the achievement.

The BPO contact center is fast-paced and routine-based, and office staff are known for handling the same tasks periodically. Wouldn’t it be nice if you can inject innovations to enhance processes, skip steps, improve output?

Everyone deserves the weekend. Especially those who can put their stamp of approval on the previous workweek. If for some reason you evaluated your work and found it lacking, don’t worry. Next week will catch up soon enough.

The business landscape is always changing, and the companies who thrive are often the ones who are able to adapt. Many business models follow tread the trail of the risky start-ups, aggressive in marketing and spending; this is only doable if yours has enough financial backing to cushion the setbacks. The BPO process provider is also a big player in cost-efficiency; a lot of companies are turning to third parties to fill their human resources needs.

It’s no surprise this year’s trends in business are familiar; you’ve probably integrated this into your model. In case you’re relatively new in the industry, here are four of the most pressing trends your business shouldn’t do without:

Big Data

Information technology is the catch phrase of modern industry. Now more than ever, businesses put a premium on data collection, processing, analysis, implementation. This is priority regardless of the industry you’re in; you need data to execute effective campaigns, market research before a product launch, background checks before building teams. You have everything to gain from well-informed decisions, but the extent of your need depends on the scope of your business.

Diversity in Approach

Competition is peaked, and companies who see opportunity in unlikely places have the advantage. Think of Uber and Amazon’s business models. You can consider these companies pioneers in their industries, and now they’re the standards of the conventional. If you’ve yet to launch your business, consider your approach in marketing, production, distribution. Do you have something new (even revolutionary) to offer? Is there a need competitors fail to recognize. Sometimes a shift in business philosophy makes a difference: hiring a BPO process provider can cut your costs, ensure efficient results in places well beyond your reach.

Social Media

Maximize your mileage on the market through social media. Consider what you’ll miss out on if you don’t take advantage of the platforms: your competitors gain exposure from a massive, organic audience. Think of all the leads you’re passing up on. It’s also not enough to create accounts on all the staple platforms; optimize your feeds and following if you want to r. Engagement is key to successful social media campaign. It also helps to build your network exponentially.

AI

Development in AI is an unlikely trend, one that’s often associated with electronics and technology. Artificial intelligence, however, overreaches various aspects of business, including operations, production, marketing, and research. AI enhances business decisions, detects flaws and opportunities, and allows strategies to be implemented to achieve optimal results. Research in AI is fast-paced and ever-progressive. Invest in the newest applications in AI if you want reap its benefits.

These trends were either non-existent or obscure in previous decades. These are also proof on how big businesses are able to adapt over time. Follow their lead and keep your business playbook updated.

It’s every entrepreneur’s dilemma: scaling the business to the next level. This often means expansion and the potential for bigger revenue. It also means more costs, more involved management. Business without risks is hardly worthwhile, and an efficient BPO service provider can help you with the legwork. There’s still the nagging question, though. How do you know if you’re ready for deeper waters?
This thought keeps most entrepreneurs up at night, and in retrospect, there are those who decided prematurely, failing after the fact. But then again, no guts no glory. It’s just a matter of ensuring the risks are manageable and well worth the payoff.

Priorities, Priorities

You might be surprised the first consideration should be personal, not professional. It also ties in with your decision to hire a BPO service provider to lighten the burden. One of the goals of scaling is for personal growth, to accommodate your personal priorities. It may be family, a newly discovered hobby, or investing more time in charity; your expanding business should make room for any pet project that adds value to your life.

Plot A Manageable Time Frame

Divide your long-term goals in a series of short time frames, to keep your scaling efforts manageable. If your immediate expansion takes a year to complete, what are your specific goals? Increase your core staff from 20 to 50? Branch out to a new location? Include a new service offering? Keep your scaling periods short, doable, and feasible.

Success with your start-up calls for celebration, and the best way to do it is to integrate your personal and professional goals. You’re the one who calls the shots after all, and the best reward for work well done is to improve work-life balance.

Here are some points to keep in mind before you hire a BPO service provider:

Scalability should be part of your business model by default. Now is as good a time as any if you’ve yet to plan ahead. Be a visionary and build your business for the long run, anticipating demand from an expanding customer base. How do you know if you’ve successfully scaled the business? You’re not scrambling to accommodate the flow of new prospects, for one thing.

Dig deep in your foundation. A simplified business model is more scalable, allowing you to transition with minimal waste. Logistics is an immediate concern in expanding businesses, something which should
already be resolved.

It’s counter-intuitive to think your human resource isn’t a priority in expansion, but this should be true to a certain extent in a scalable business. Recruitment and retention is still essential, but your business should be stable enough to weather (or transcend) the impact of any employee’s input. This is where a BPO service provider is most feasible; you’re able to focus on facilitating the expansion when someone else handles the details.

Eventually your business should be established enough to mitigate bumps along the way, even serious shakedowns. You’ll notice the decision to scale a business starts with your personal priorities; once you have these established and hedged, you won’t be fazed as much with setbacks and missteps.

Over the years, there has been enormous growth in the outsourcing industry, creating plenty of job opportunities worldwide. Due to the rise of large, mid-sized and small companies, selecting the right staff leasing service for your firm can be a difficult task. Of course, aside from considering the cost, the leasing company’s experience, and its expertise in providing client services should also factors to consider.
Trimming down the characteristics of an excellent staff leasing service can be challenging; there’s more than a handful of factors you should consider. These criteria aren’t exclusive to staff leasing; whether you’re looking for Information Technology Outsourcing (ITO), Business Process Outsourcing (BPO), or Knowledge Process Outsourcing (KPO), this list can help you assess the company that you wish to partner with.

1. A  global view of staff leasing:

From day one, a good provider develops and implements a staff leasing model that is designed not just for their region, but also for other countries and timezones. It usually starts in the home country, and then exported or expanded. Following the core model, this leads to each region trying to improve productivity and lower costs. To ensure consistent service to business units, a company head is (by default) responsible for all global operations.

2. Consistent, progressive staff training:  

Even with the constant availability and accessibility of technology it’s still the employees’ performance that enhances customer experience. Successful firms invest on training and creating programs that would improve employee competence and confidence. In addition, these firms also make an effort to recognize top performers to boost morale, motivating each employee to continually develop their skills.

3. Organizational development, in scope and scale:

A staff leasing company works hard to expand not just their geographic scope, but also the range and depth of their service offerings. Companies with global mindsets are not limited by timezones and borders; there’s focus on the possibility of progress and expansion. Aside from these, the common priority is in developing the three primary components of staff leasing service: people, process, and technology.
Choosing a staff leasing service shouldn’t be a challenge if you consider a company who shares your priorities. Narrow down your picks, and choose a service that’s as into the small details as it is focused on the bigger perspectives.

There’s one trait common among entrepreneurs, successful or otherwise: there’s a willingness to accept risks. The prospects in business either turn out great or sour, and outcomes depend on numerous variables. Most of these variables are difficult, even impossible to control. However, in face of uncertainties, the only constant you can control is how you respond to situations. Can you recall the last time your business was at crucial point?

It’s no surprise your response to uncertainties and outcomes is an indicator of success (or failure). It takes at least a month to start or break a habit, and kudos to those who have the resolve of a US Navy Seal. If you’ve yet to develop the traits of a hardened businessman, adopt the following traits as your priorities:

1. Focus on solutions, not problems

It’s easy to be overwhelmed by roadblocks along your path to success. You probably know by now being entrepreneur isn’t a cakewalk, far from it. The same tenacity that got you this far should tide you in for long haul, right? It’s healthy to anticipate problems on the horizon, but you can only deal with these when within reach. Cross the bridge when you get there.

What to do when the problem is up ahead, then? Consider these as challenges paired with rewards. Remember, the biggest companies started small; it’s often an uphill climb when you start from the very bottom. Regardless of the terrain and the steepness of your ascent, treat every obstacle as opportunity for growth. Your most rewarding solutions are gleaned from the most hard-fought battles; find that silver lining.

2. Keep investing in feasible ventures

You’ll be tempted to stay in your comfort zone when you’ve achieved moderate success. After all, when you have more than enough, it’s as good as any reason to lie back and reap the rewards of efforts. If this is where you are now, that dreaded success plateau, then you should set your sights higher, look to Bill Gates, Elon Musk, and Richard Branson. Their approach on progress should knock you back to your senses.

The most successful barely even live within their means. Most spend for only the best in basic necessities, investing the bulk of money in a new venture. This seems so counter-intuitive for non-entrepreneurs, splurging on rewards as soon as there’s surplus to spend. A successful businessman shouldn’t have an end game; there’s always a new venture to invest or expand. Instead of spending your money on stuff and experience, put the bulk of it to work.

3. Never stop learning

The day you think there’s nothing left to learn is the day you never will. Often, it’s a serious drawback that knocks the senses, makes you realize you really haven’t figured it all out. If there’s one thing you should splurge on, it has to be on your personal development. If you’re taking a vacation, learn something from the getaway you can apply in business.

Having an open mind goes a long way; there’s always something to learn from every situation, every person you meet. Learning is also sacrifice, choosing to spend leisure time on personal improvement. Progress is appreciated on a day-to-day basis, but is undeniable years in retrospect. Like they say, you can fill a bucket with water in one go, or drop by drop. Fill yours at your own best pace.

Running a business is like running a marathon; those who have what it takes to endure, eventually succeed. Mind the setbacks enough to resolve these; remember, nothing is permanent in business. The law of averages confirm that you try often enough and you’re bound to succeed. The odds are eventually in your favor.