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Companies Use Call Centers To Streamline The Process; How To Make The Most Of BPO For Your Business

Companies Use Call Centers To Streamline The Process; How To Make The Most Of BPO For Your Business

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Most companies use call centers to handle external processes, and for good reason. Doing everything in-house may not always be feasible. In some cases, it can even be unproductive. Often you’ll look for specialized teams to handle dedicated, short-term tasks. Call centers fill this need by leasing their adaptable, capable agents at your service.

Outsourcing can be the best solution in business processing. Are you struggling which aspect of your business to outsource, and to what extent? Are you anxious to test the waters, anxious to enlist agents to handle part your business? Here are three basic guidelines to ensure you’ll get a good head start:

1. Prioritize the essentials.

This will depend on the nature and scale of your business. Some companies use call centers to handle customer support, others hire staff for back-office tasks. Anything that picks up the pace of operations is considered a viable task to outsource. However, your resources may determine which processes are best done in-house, and which are best outsourced.

Consider your company’s mission in choosing which tasks to outsource. If your mission is to have an engaging, responsive brand, it makes sense to invest in website development. If your current priority is to create a solid product, you may need more hands on deck in software development.

2. Companies use call centers to handle support; nothing beats good referrals when looking for providers.

Referrals spare you the hassle of screening and testing a long list of providers. If you’re well-networked in the industry, then referrals should be your first sourcing option. This shouldn’t discredit old-fashioned shortlisting, though. To be fair, there are plenty of new and small providers who can handle complex tasks, who can hold their own against big competition.

Trade conventions, colleague socials, even golfing buddies are good sources for referrals. You can never underestimate a good recommendation, especially if it comes from someone you trust.

3. Maximize the specializations of the provider you choose.

Companies use call centers for various tasks. This is common practice, because providers prefer to hire staff skilled and able to multitask. Unfortunately, you’ll never know the extent of your provider’s capabilities if you never ask. Inquire about the scope of your prospect’s services, the nature of its clientele. There’s bound to be a new specialization you can leverage to further enhance your processes.

Providers typically cater to various industries. Foundational processes are often shared among these industries (with custom tweaks). Take advantage of your providers’ versatility and hire a staff who can deliver beyond the job description.

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

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Startups are now the norm in business, where risk-takers with big ideas flock. Launching a startup requires thrust to escape gravity, though. Yours may not be in league with Tesla or Uber, but who’s to say investors won’t like your special sauce? And while some attribute success to luck, yours should be about hard work, coupled with the knack to capitalize on every opportunity.

You’ve crunched the numbers and they’re solid, your business is primed to scale up. You’re even weighing the advantages of outsourcing development. But before you do, it pays to assess actual health with a handful of criteria. These four essentials are not exhaustive, but enough to ensure you have a good head start.

1. Focus on the Bigger Picture

If you think your business is now the big fish in your pond, then it makes sense to dream of open seas. You have to mind the transition, though, which means there are smaller, shallower waters to navigate before you’re really capable. Say you’ve valuated your business at $1 million, how high should you scale up? $100 million may be a stretch, how about $30 million?

Keep your goals realistic, and progress with doable margins. You’re likely aware many startups crash and burn because too much money was funneled into a flimsy business model that fell flat. Make sure yours is solid before you boost.

2. Your business deserves a face – like Apple and Microsoft

Many of the biggest brands are fronted by equally big personalities. Think Elon Musk, Oprah, and Donald Trump. While it is possible to build a brand separate from its founders, it’s in your best interest to couple personal brand with your business. For better or worse, stamp your seal of approval and front the business with a familiar face.

Building your public profile exposes you to the industry, opening tie-up opportunities. If eventually you’re big enough to spread out to related industries, your personal brand will tie these ventures together. Think Google, currently spread out into countless areas in tech.

3. Build, expand your network

This may seem an understatement, but have you considered there are connections you’re better off without? Some connections spark and sustain growth; others hamper, or worse, drag you down. Before you pursue potential tie-ups, do the legwork and research your investor. Confirm if your partners are financially sound before you commit.

It appears counter-intuitive to turn down opportunities for funding. It’s wise to think long-term, though, cut ties and preempt any potential damage.

4. Steer the ship, delegate the details

This is the pitfall of many start-ups, failing to focus on strategy and push with it. It’s true success is measured in small steps as much as milestones, but upper management is supposed to steer, even in small start-ups. If you find you’re knee-deep in routines you can delegate, pause and find someone to do the dirty work. Outsourcing development and processes to third parties lifts the burden, frees you to focus on the long view.

Hire specialists to take on tasks, prefer multi-taskers if you’re tight on finances. It’s important your head is clear preparing for investor meetings, setbacks, and other curve balls thrown your way.

Stepping up in business takes true grit, but it helps if you’re also equipped. Avoid the urge to gamble, though; businesses that went all-in and succeeded are the exceptions. Plenty more went bust and only had lessons to learn from the mistake.

We want to help you build better business! Visit our website and check out our staff leasing solutions.

Elsewhere on this blog:

Is IT Outsourcing a Necessity?

Why Outsource to the Philippines?

The Evolution of Business Process Outsourcing (BPO) in the Philippines