The business process outsourcing (BPO) industry in the Philippines is one of the most lucrative industries in the country. Outsourced business processes include customer service, finance, accounting services, payroll processing, bookkeeping, and many more.
Considering that there are several BPO accounts in the Philippines, here is a list of the different types of BPO accounts that business process companies are outsourcing in the country:
Inbound call services are some of the most common BPO accounts in the Philippines. Several functions fall under this category:
• Finance and accounting
Finance and accounting companies are companies that contract IT services in the Philippines. Inquiries and complaints are dealt with immediately without disrupting the company’s daily operations.
This covers accounting processes, accounts receivable, cash management, and other financial tasks.
• Products and services
Companies that choose to outsource to the Philippines also let the outsourcing companies handle their customer hotlines. Customer service representatives (CSRs) usually take orders from customers over the phone.
Order taking can take time and a lot of patience. The whole interaction depends on the rapport between the CSR and the customer.
• Technical support
When you are in the field of technical support, you have to ask the right questions to identify the problem. You will also need to give instructions to resolve the issues.
Seeing that Filipinos have a good command of the English language, there are fewer chances of miscommunication. Most of the time, the customers want help and advice regarding certain products. This is why technical support accounts are also one of the most commonly outsourced accounts to the Philippines.
After-sales is the communication between the company and the customer after the initial acquisition or purchase of a product or service.
• Administrative coordinator
An administrative coordinator is someone who will maintain a systematic and harmonious flow of offshore operations. The position will require supervisory and managerial capabilities.
It also requires excellent communication skills since the position bridges the gap between the employer and employees.
Outbound calls are usually meant to enhance the sales of a company. Here are the common tasks in outbound call centers.
• Lead generation
This is when you convert someone to be a prospective client. A person who is already interested in your products and services is a lead.
Lead generation then is the act of making ways to attract a consumer to become a lead.
• Sales calls
Businesses do strategic marketing to invoke excitement, which will eventually lead to sales. One of these strategies is to make a sales call. This is when you set a face-to-face meeting with a prospective customer. This get-together is designed to generate sales eventually.
Chat and email support
Outsourcing non-voice services such as chat and email support entails communicating with the customers via chat or email. Prompt response and acknowledgment of a customer’s query are essential to the efficiency and quality of customer service.
Chat and email support exist for customers who find it hard to communicate verbally with another person or simply prefer not to.
The back office is an integral part of a business’s success. It mainly consists of administrative and financial responsibilities. It makes sure that the company complies with all the requirements and observes proper procedures in its daily operations.
This is often why companies outsource — so other tasks are completed with needless distractions of other financially unrelated concerns.
Retail BPO account
Retail BPO specializes in delivering the essential labor for the retail business. With evolving consumer behavior and modern-day technological breakthroughs, businesses are now required to lay a solid basis for online customer care.
Retail outsourcing reduces the difficulties of retail labor. It assists in the recruitment of professional and skilled agents who will collaborate to manage your time effectively.
Having a large enough workforce will enable you to compete with other businesses and secure dominance.