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Three Benefits Of Service Offshoring In Implementing Data Management

Three Benefits Of Service Offshoring In Implementing Data Management

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Data management is all about the acquisition, validation, storage, protection, and processing of data. To be sure, service offshoring companies offer accessible, reliable security that always leads to the satisfaction of the end users. This is crucial in businesses; data should always be secure, yet accessible to the right parties. When properly implemented, data management guarantees benefits that can even save your company in critical situations.

Data Security

Data security is the outright benefit of implementing data management. Unattended data to may lead to multiple problems, including overloaded servers. This leads to data loss, which may prove fatal to business. Data management avoids all these by consolidating data, simultaneously purging the redundant and obsolete. Information that remains is  organized and archived. Data loss is prevented, or at least minimized. Business mishaps are less likely to happen.

Citation

It’s important information is attributed to a reliable source. Your business’s internal may be solid, but, left mismanaged, important fragments stray and become inaccessible. You’re left with a bulk of useless, corrupted information. Service offshoring in data management remedies this, ensuring all relevant data are visible and easy to pull out. Important data is separated and prioritized, making these easier to cite and use.

Cost-Efficient (Especially With Service Offshoring)

Errors incurred in a business costs time and resources; this is especially true when data is concerned. Using erroneous data can be troublesome, fixing the damage can cost a lot of money. That won’t be a problem with data management, where data goes through thorough validation process. Misused data can be corrected, and corrupted data is deleted.

Data management is beneficial to small and big businesses. Regardless of the scale of your business, you need organized data to be efficient and useful. Fortunately, you have plenty of service offshoring companies ensure your information is constantly optimized, usable, and most importantly, secure.

Five Steps in Choosing Contact Center Providers

Five Steps in Choosing Contact Center Providers

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In the competitive field of contact center providers, finding the right one for a specific type of business is a tough job. Even though more and more businesses outsource their customer service to third-party call centers, you should ensure your partner delivers your company’s needs. What looks great on paper sometimes lead to unmet expectations.This is the reason why you should take time to define needs, beyond the immediate fix. Below are some starter tips to help you assess contact center vendors, before you sign any contracts and agreements.

1. Clarify the goals and support you need.

Identifying the type of services the business needs is the first step to classifying or trimming down the list of prospective call center providers. Decide whether your company wants 24-hour service, online chat representatives, or appointment scheduling. Aside from these, you should also set goals, develop a detailed roadmap which shows what the company wants to achieve within a given period.

2. Conduct background checks on contact center providers.

How does the business operate? What are the values they uphold? Who are their customers? These are just some of the many questions you should consider during the process of selecting the right call center vendor. And the best way to find answers is to ask their current clients. Aside from client recommendations, the competency and reliability of a call center vendor can also be assessed through proven track record, in your industry or with your type of clientele.

3. Choose the right people and available resources.

After listing your goals and learning more about the outsourcing company’s reputation, it’s time to know whether they have the right professionals to handle your customer service and support. Since their staff becomes ambassadors of your brand, their skill set should meet your standards. These requirements may include language proficiency, relative work experience, certifications, and the outsourcing company’s training and programs for employees.

4. Can the contact center manage your customer database?

This tip is one of the most valuable criteria you should consider when choosing contact center providers. The provider must seamlessly integrate customer support data into your customer relationship management (CRM). Through them, you would gain further understanding of your customers’ preferences and requirements, in effort to improve your brand’s performance.

5. Clearly communicate expectations.

In order to meet your company’s specific needs, you have to clearly state your expectations, as well as the procedures to be implemented. Explain the purposes of policy, security, and privacy measures. The goal is to develop a lasting relationship between your company and the outsource provider. In addition, you can also discuss your budget and consider asking the outsourcer to suggest changes that can save you from overspending.

The best contact center providers are dedicated to successful delivery of message and service, mirroring the ethics of their clients. Keep in mind the priorities are customer retention and brand value.

3 Skills Required Of A BPO Contact Center Agent

3 Soft Skills Required Of A BPO Contact Center Agent

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The contact center industry has grown, almost exponentially so. Today, a BPO contact center is part of everyday society, offering job opportunities to young and driven people looking for promising careers.

As easy as it may seem to be a contact center agent, there are some essential skills you should consider requirements. These skills can be learned, but honing these early on, as well as preparing to use them is sure to make the entire experience run smoother.

1. Calm and Collectedness

First of all, your agents should have calm disposition, in order to take in information and retain it. This can be expanded by helping customers, by taking notes of conversations, and giving an appropriate response. Agents also need to learn about their client inside and out, in order to help customers in need of assistance.

2. Patience

This is best complemented by flexibility. Customers come from various demographics, and not everyone is the same. A diverse group of people is bound to call for support, and agents need to know how to handle everyone. Some may be pleasurable, others not so much, but each customer is still to be given the best service possible. It can be rough, but that’s why clients hire a BPO contact center to handle this work.

3. Communication

Communication is key, and not in the sense of speaking eloquently and having a good hold of the English language. It’s in the way that a customer can be sure that the person on the other end of the line is giving their best service. Clear instructions, digesting information, and responding accordingly are integral for the customer’s satisfaction.

It can be challenging and tiring, operating a BPO contact center, but your agents can thrive in that environment if they’re trained and developed by these essential skills.

Three Notorious Misconceptions About The BPO Process, DEBUNKED (Part 2 of 2)

Three Notorious Misconceptions About The BPO Process, DEBUNKED (Part 2 of 2)

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In a previous blog post, we covered three misconceptions that prevent small businesses and start-ups from considering BPO process as solution. Did you find this shortlist familiar? It’s likely you have hesitations grounded on different reasons. This supplement aims to debunk more notions in your list.

Many businesses now streamline operations through BPO solutions. You’ll notice the first advantage is in the leased/outsourced manpower. You also save on overhead costs (literally), since the lease service includes its own office facilities by default. If these savings don’t convince you to hire a BPO provider, maybe debunking these three myths will help:

Editor’s note: click here for part 1 of this list.

Misconception #4: BPO Process Is Not For Start-ups

There’s the assumption start-ups are as streamlined as businesses get. Why consider BPO when you only have a skeleton crew to work with? It turns out many of the typical start-up’s tasks are routine, low priority, or repetitive. You have a lot to gain by delegating these tasks to a dedicated team, for a feasible cost.

It’s true larger companies outsource and lease business processes as regular practice, and with good reason. There are so many moving pieces in large operations, it’s more convenient to just hire a third-party to handle the routine tasks. Start-ups and small businesses are also staffed by core personnel, so they have goals and priorities down to pat. They know which processes to outsource, how to delegate, and how to keep the business lean.

Misconception #5: Leased Teams Are Unreliable

The reason behind this myth: leased staff often operate remotely. There’s also the saying that if you want anything done right, you should do it yourself. This is where it’s all the more important you choose the right BPO process provider to handle your campaign. Scout for the best handful of third-party providers, shortlist, and narrow these down to the competent few.

Visit your handpicked provider at their home office as formality, if you can. This is an advantage because you have opportunity to meet the leased team in person. You also get to meet with the supervisor assigned to the campaign. Even though all these are doable via teleconference, nothing beats spending time with your team in the same physical space.

Misconception #6: The Language And Culture Barrier

Offshore staff leasing often (if not always) involves working with teams based abroad. Often this also involves different culture and time zones. Sometimes, language is an obstacle. These need not prevent you from availing BPO process as solution, though. In countries where BPO is booming, competent, capable workforce is the default.

There’s expectation the team you’re hiring can adapt to the language requirement. Timezone is hardly ever a concern when you have staff rotating round the clock. Culture is also secondary to having a professional work ethic, which is requirement regardless of culture or location.

Hiring a BPO process provider can be the best way to streamline your small business or start-up. The advantages are too numerous, and you have everything to gain from lean and cost-effective operations.

Your BPO Process Destination: 5 Strengths of PH Business Sector

Your BPO Process Destination: 5 Strengths of PH Business Sector

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Research was published on dict.gov.ph, “Philippine Roadmap for Digital Startups: 2015 and Beyond.” This aims to generate BPO process providers that will greatly help the country’s economic growth. One of the points mentioned in the research is the SWOT analysis of the Philippines. This is used in measuring the growth and development of country’s economy.

“Philippine Roadmap for Digital Startups: 2015 and Beyond” stated these five strengths of the Philippine business sector:

1.Strong Tourism Initiatives

In 2012, the Department of Tourism in 2012 launched its campaign “It’s More Fun in the Philippines.” This aimed to immerse tourists in Filipino culture, in the form of destinations, people, and experiences. The campaign brought 10% growth in total earnings of US$4.84 billion, exceeding previous year’s earning of US$4.40 billion.

2. Proficiency in the English Language

Test of English as a Foreign Language (TOEFL) scores in 2010 showed that the Philippines ranked 35th out of 163 countries worldwide. This is according to the Educational Testing Services Report. The Philippines also ranked first in Business English Proficiency, based on a study by the Global English Corporation. This language proficiency allows Filipinos to attain jobs that need strong proficiency in English language, especially in BPO process.

3. This Generation’s Population

As of 2014, the Philippines has one of the youngest populations in Southeast Asia. 60% of this population range 15-64 years old. This rate indicates that with young working population and fewer dependents, household income devoted for consumer spending and investments can increase.

4. Competitiveness in BPO Industry

Business Process Outsourcing (BPO) industry contributes 4% to the Philippines’ GDP for its sustainable growth, in terms of industry size of at least 17% every year from 2006-2011. The Philippines also ranked 2nd among other countries in BPO process, next to India. According to the latest Tholons’ Top 100 Outsourcing Destinations for 2015, Philippines now has eight Next Wave Cities location from which Manila and Cebu City remained in the top 10. Other Philippine spots in the Top 100 are Davao, Santa Rosa (Laguna), Bacolod, Iloilo, Baguio, and Metro Clark.

5. Business Climate Best for BPO Process

According to the ASEAN Business Outlook Survey of 2015, the Philippines’ business climate has greatly improved over the past five years. American firms that were surveyed say low cost of labor, laws and regulations, personal security, and tax structure are among the satisfactory considerations.

Considering these five strengths, BPO process in the country will only progress in the coming years. The Philippines possesses developed hubs, as well as professionals who are always available as sourcing prospects.

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.

(Part 2 of 2) Here’s How You Negotiate With A BPO Services Provider

(Part 2 of 2) Here’s How You Negotiate With A BPO Services Provider

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You should always negotiate with a BPO services provider, as much as you can. There’s always room to bargain from initial proposal. But, as established in a previous post, silence can be an effective negotiation tactic. There’s a handful of ideal opportunities when you’re better off staying put, and here are three more to consider the next time you consider a quote:

1. When The Other Party Makes A Counter-Offer

Have you ever felt stonewalled? It’s unpleasant and frustrating, and you’re at a disadvantage the first few minutes after you’re given the cold shoulder. This is but natural, since there’s an expectation for immediate response in communication. The trick is responding with a meaningful pause, long enough to cause the other party to flinch.

Silence in negotiation is an acquired skill, though. If you’re corresponding in person, supplement your silence with a nod of acknowledgment. If it’s a phone conversation, stall with hanging responses like “I see…” or “I understand…” Reserve this tactic for the most important terms in the negotiation.

2. After The Initial Small Talk, Right Before You Talk Brass Tacks

Pleasantries are important in business correspondence. You need to build rapport with a BPO services provider so you’re relaxed the moment you talk details. However, the challenge is in the transition; how do you bridge the gap between small talk and real talk? It turns out silence (or short pause) could be the only transition you need.

The brief lull in conversation gives both of you breathing space. It also allows you to effortlessly shift gears, as soon as possible. Bide your time and wait for your prospect to resume the thread, though. If you have initial terms and proposals, best wait what the other party has in mind. You can then adjust responses in your favor.

3. Immediately After You’ve Presented Terms To A BPO Services Provider

This complements the first point; you should give your prospect ample time to compose a response. In turn, you’ll also pick up queues from the other party (in face-to-face conversation). Do you see disappointment or relief? Rethink your strategy according to the response. It’s a given face-to-face correspondence is preferable to text, audio, even video chat; you’re missing out on all those non-verbal cues if you don’t meet your prospect in person.

If silence is too much and you need to break the ice, you can pitch pointed questions instead. Loaded questions like “What are your comments on our proposal?” or “We sent you terms yesterday. Any thoughts?” catch your prospect on guard. This puts the burden of response on your prospect.

It’s possible the BPO services provider you’re considering is fine with the terms. Aren’t you thankful you didn’t open negotiations by offering a discount? Develop silence as a staple tactic and you’ll notice an increase in meaningful, favorable negotiations. It takes a while to learn, but it’s second nature with persistence and practice.

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

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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.