Choosing BPO Solutions: Is Your Company A Small Business Or Start-up?

Choosing BPO Solutions: Is Your Company A Small Business Or Start-up?

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.

These Five Language Hacks Will Improve Your Call Center Customer Service

These Five Language Hacks Will Improve Your Call Center Customer Service

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.

Did You Earn Your Weekend? A Three-Step Guide For The BPO Contact Center Industry

Did You Earn Your Weekend? A Three-Step Guide For The BPO Contact Center Industry

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.

Hiring a BPO Process Provider, and Four Trends Your Business Can't Do Without In 2017

Four Trends Your Business Can’t Do Without In 2017

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.


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.

Hiring a BPO Service Provider: Is My Business Ready For Scaling?

Hiring a BPO Service Provider: Is My Business Ready For Scaling?

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.

3 Core Values of Excellent Staff Leasing Service

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.

The Most Successful Entrepreneurs Possess These Three Traits

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.

Elsewhere on this blog:

5 Habits of Effective Leaders

Dear Small Business Owner: You Also Need Staff Leasing Service

Is Customer Satisfaction The Goal, No Questions Asked? Rethinking The “Customer Is Always Right” Policy

Customer Services: Three Essential Processes

At the heart of every business endeavor lies the basic need to deliver quality products or services. And though there is a myriad of ways to go about achieving this end goal, it’s still important to remember order processing is just as crucial. A fast, easy, and reliable system of order processing can make for an accurate and hassle-free experience, leading to customer satisfaction and continued patronage. So the need for a proper order processing system, especially in the Digital Age when products or services can be easily accessed online, should be prioritized and properly designed for smooth and seamless transactions.

There are key factors business owners should keep in mind to create an effective order taking and processing system, though they are usually overlooked and unappreciated, these are significant just the same. With online services continually improving and becoming more and more customizable, it’s easy to get wrapped up in all the tech, and forget about the main purpose of the whole transaction.

Standard Forms

Starting the whole transaction is the customer placing their order, and in comes the all-important order form. Whether via telephone, web, or in writing, the form should be simple and straightforward, for the benefit of both the customer and the company’s internal teams. All details and relevant variants of the service or the product should be present to easily provide an accurate account of what the customer wants from the company; and it’s in the representative’s best interest to make sure the customer properly understands the requirements and information for a smooth transaction.

The filled up form should be regularly confirmed with the customer. Double-check to make sure everything is in order, and reassure customers they are getting what they want, for the proper price agreed upon. Once the order is finally placed, the completed form would breeze through being processed and getting to the customer.

Order Confirmation and Status

Between the time of placing the order and receiving the product or service, customers would want to know the order’s status. As with the process of taking the customer’s order, representatives should confirm the details of the order placement, complete with a reference number and the receipt of the order purchased. Customers should also be duly notified by the delivery status of the order, if there are any delays or any changes as per the customer’s requests. It is imperative that customers know the status of the order, to reassure them their order has been processed and will be delivered.

Then, once the product or service reaches the customer, and the order has been completed, representatives should confirm if the completion of the order was delivered to the customer’s satisfaction. Communication with the customer is important when it comes to any business endeavor, since it is important for both parties to agree on the same thing, for all intents and purposes.

Customer Feedback

Many businesses tend to forget about this valuable factor when handling orders; they are missing out on the chance to discover what their customers think of their services, if there should be improvements made, or to take up suggestions that can make their future transactions run more smoothly, coming from a customer’s perspective.

By taking the time to reach out, businesses can come up with new ways on how to deliver their products or services better. And by valuing the customer’s comments and suggestions, customers will feel more inclined to trust in the business and rely on their products or services.

With the proper and effective order taking and processing system, the company can look forward to productive transactions, stable growth in the market, as well as a growth in loyal clientele. Going back to the basics of providing quality customer service and taking time to understand the clientele, their wants, and their needs will pave the way for an unparalleled customer service that will be sought after and appreciated.

Elsewhere on this blog:

Why Bother With Post-Sales Follow Up?

Four Easy Steps to Calming Angry Clients

Boost Your Business Without Going Bust – 4 Scaling Tips for Startups

3 Things You Need To Know About The Millennials Market

Can you still remember music before the mp3 format? How about life before Facebook? What seems like the distant past actually happened a few decades ago; Millennials were the first generation to enjoy the perks of future tech. Now there’s something new released every month, rolling over the horizon with the craziest features and innovations. New technologies hardly surprise anymore. What will they think of next?

It’s a mistake to ignore the market of Millennials, and it can be fatal to corporations and small businesses alike. The market is insatiable, and this is a good thing because there’s always potential for growth. The challenge is in learning to adapt to an ever-adapting generation. If your business is leveraging staff leasing service to streamline operations, it’s likely the team you hire is mostly made up of Millennials. If you’re into consumer tech and applications, Millennials will surely carve a significant piece of your market.

How do you prime your business so it appeals to Millennials? Thankfully, Generation Y has three reliable characteristics you can leverage:

1. Millennials Love Anything Tech

This is an understatement, but must be mentioned. The generation grew up with technology that instantly gratifies needs and wants. You can purchase products without leaving your home, and you can watch anything in high-resolution on a five-inch screen. Recent surveys confirm that Millennials adore technology, they’ll flock towards anything that has barely any semblance of a cult following.

Engage your market where they gather. Millennials prefer mobile devices over desktop and laptop computers, so your brand should be visible, accessible on small screens. Anticipate new technologies like Google Glass and Oculus, and consider how you can leverage innovations to spread word about your brand.

2. Millennials Love to Socialize Online

Facebook should merely scratch the surface of your social media strategy. If you really want to earn street credibility at social media, scrape as much good reputation as you can on all platforms. Instagram, Twitter, Pinterest, Reddit, Snapchat; there’s plenty more platforms to mention. You can’t underestimate the influence of a timely Twitter hashtag, or a Facebook post that for some fluke of reason goes viral.

The point is to approach your social media strategy the same way Millennials do: try everything until you find something that works. However, you need choose platforms that complements your campaign. What works on Instagram may not work on Pinterest, and hashtags don’t have as much impact on Facebook as they do on Twitter.

3. Millennials Love to Keep It Real

Case in point: Dove’s Real Beauty campaign appeals to women of all ages, but especially to Millennials feeling the pressure of unrealistic expectations. Dove utilized every media platform to push a relevant advocacy, which is also directly tied to a solid brand. Dove has become the brand synonymous to real beauty. You only need one great idea to start a great campaign.

Tug at your market’s heartstrings or pick its brain, whatever appeals to authenticity, social responsibility, or identity will catch on. You’ll know you’re onto something good when your campaign is growing on the social media channels.

Consider current and upcoming generations in your business strategy. Chances are most of the people on your team belong to the Y and Z generations, strong indicators the next generations should be priorities in your business development.

Elsewhere on this blog:

Dear Small Business Owner: You Also Need Staff Leasing Service

Your Post-Sale Strategy: Gaining Leads From Your Customers

Content Management Systems for New Businesses

Branding Your Business Is Building Your Identity

How would you describe your company as a brand? Branding is crucial to all businesses, but especially to start-ups staking their niche on the industry. Survey the history of any successful business and you’ll notice its brand can evolve, but is often identified by one defining value.

Your branding is your identity in the industry, also the market’s perception of your business. This will set you apart in the face of tight competition, keep you relevant when the market is shaky, volatile, unpredictable. Have you ever wondered why the best brands are able to charge more for products and services? It’s because they’ve developed deep connection with their markets, a relationship based on brand trust.

If you’re still figuring out your company brand, here are a handful of guidelines to consider:

1. Defining your brand. This has everything to do with your product or service, as well as your niche in the industry. What’s your target market and demographics? Pinpoint the particular appeal of your business to your customers. How is your business set apart from the competition? Is it customer service, product quality, consistency? Your brand is a set of character traits that promote your business, something that deeply relates to your customer base.

2. Think of your brand as a person, with quirks, preferences, character. Many business brands are inseparable from their founders: think Apple, Microsoft, and Facebook. Is the CEO the face and embodiment of your business brand? Some also humanize their business as a brand, ascribing mission, vision, and purpose as characteristic traits. Does the company have its own set of heroes and mentors? Clarify your core values if you want to flesh out your business brand.

3. Build relationships with your market. Nothing spoils a brand than a string of empty promises. If you’re going to announce the release of a revolutionary product, make sure expectations are met upon launch date. In short, don’t sit on a bubble that will eventually pop. Building trust with your customers means you respect their preferences and expectations, ensuring you’ll deliver to any guarantee you’ll ever make.

Building a brand requires patience and consistency, and you might stumble over roadblocks and potholes along the way. However, you’re sure to gain traction, so long as you stay true to your company’s core values.

Elsewhere on this blog:

5 Habits of Effective Leaders

Is Customer Satisfaction The Goal, No Questions Asked? Rethinking The “Customer Is Always Right” Policy

Boost Sales through Product/Service Promotion