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Three Notorious Misconceptions About BPO Solutions, DEBUNKED (1 of 2)

Three Notorious Misconceptions About BPO Solutions, DEBUNKED (Part 1 of 2)

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Have you considered the advantages of BPO solutions to your business? Or are you among those hesitant, even wary about the prospect? Outsourcing is staple practice in big corporations, but does this translate to small businesses and start-ups? There are many reasons why businesses avoid BPO services and its potential to bolster operations. However, it’s likely some of these reasons are based on faulted notions on the industry.

If you’ve yet to hire a BPO service provider, this short list is meant for you. Consider these three misconceptions on BPO that are far from the truth; you have a lot to gain by outsourcing your business!

Misconception #1: You’re Risking Your Data

This is by far one of the most pressing concerns companies have against outsourcing. Entrusting operations to BPO solutions means you’re willing to hand over necessary, essential data. Aren’t you going out on a limb, is the risk too much for the payoff? This is reason why companies want to keep processes contained and in-house. After all, supervising your teams hands-on sounds better than having someone else handle them for you.

As is with anything worth doing in business, due diligence is your ally in sourcing processes to a BPO provider. Scout and shortlist all viable prospects, conduct background checks. Grill your prospects for credibility and competence. You’ll eventually realize one of the perks of outsourcing debunks the next point:

Misconception #2: BPO Solutions Is Costly

This needs to be addressed bluntly: outsourcing is as feasible as you want it to be. Not costly or cheap, but feasible. The resources you’ll invest in outsourcing will have ROI comparable to investing in-house, but there’s significant difference in cost. There’s competition among BPO companies to provide service at competitive rates, for one thing. You have a range of options to consider, in cost and terms.

The source of the service is also a practicality, usually involving offshore companies with competitive, feasible offers. The least you can do is consider BPO solutions for a limited run, and then compare costs spent with your previous practice.

Misconception #3: No Control, Oversight On The Project

The notion is you’re giving the BPO service provider control of the campaign, down to the smallest details. This is true in as far as you’re granting autonomy, but if you’ve done your due diligence there’s nothing to worry about. A good BPO company will also have supervisors on board who will ensure your interests are prioritized throughout the campaign.

Let a reliable third party handle the details, and you’ll have more time and energy to focus on the big picture. Partner with a good BPO company, someone able to take care of day-to-day routines, ensuring your long-term goals are on track.

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

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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.

Maximizing Customer Retention: Handling Complaints

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Businesses have goals to achieve, principles to observe, sales strategies to follow. Regardless of the nature of your business, it’s execution and strategies, there’s only one end point you’ll answer to –the receiver of the service –the customers. It is every company’s priority to deliver in accordance with the needs of consumers, always taking into consideration the importance of customer satisfaction in securing clientele.

However, it is no secret that dealing with different types of customers can sometimes (or always) be tricky; many consider BPO outsourcing the feasible solution, hiring personal trained for the task. No matter how careful and strict a company may be in running their business, complaints are unavoidable. The smallest or the most prominent business names aren’t spared from backlash. The complaint can be serious or trivial, but in order to keep a good relationship with clients, companies must deal with these problems as best as they can.

Handling complaints can be trying and time-consuming, and it’s also crucial for business owners to take immediate action in solving the problem – customers must be satisfied, and the company in good standing. While there’s no official manual on dealing with unhappy clients, following these steps may efficiently resolve the issue.

Identify What the Complaint Is All about

Knowing the nature of the complaint gives you insight on what went wrong with the service/s provided. Ask questions that would help you better understand the situation; you’ll know how to proceed in resolving the problem. It’s important you avoid arguments; be professional and polite in effort to work out amenable solution. Assure complainants they’ll receive proper compensation for the problem – sincerity always calms angry customers.

Propose Win-Win, Reasonable Solutions

After you hear out the customer’s side on the complaint, the appropriate action would be to offer a rational solution appealing to the client. Inquire about preferred resolution to the issue, evaluate and implement. Immediate resolution reflects a good image on the company, hopefully leaving no trace of the unfortunate incident. Ultimately, you should win back the trust and loyalty of your clients.

Complaints are smears on your company’s reputation, there is no getting away from it – entrepreneurs are fully aware of the consequences. Resolve issues for two reasons – to keep customers from switching to another brand, and to maintain good reputation. Complaints are often directed to customer service/support, so it it essential your support staff is qualified and trained for the task; this requires patience and empathy.

Clients want to feel that their concerns are valued, so it is wise to hire support who are rational and decisive. Customer support is one of the most important factors in a business, they’re front-liners to complaint management. Investing on a capable team through BPO outsourcing pays off, with a solid and growing customer base.

Elsewhere on this blog:

Why Bother With Post-Sales Follow Up?

You Need These Five People to Succeed in Business

4 Smart Solutions When Your Capital Isn’t Enough