Agents

Definition

What is an agent?

In the outsourcing industry, the definition of agents is a team of individuals who are tasked to provide customer services via different communication channels available in order to continuously provide positive customer experience. Agents are deployed to do inbound and outbound functions; both are essential in keeping the relationship between the business and its customers healthy and productive. Processes may involve customer service support, back office job support, advisory services, email management, virtual assistance services, website maintenance, marketing and promotional services, and the likes.

Agents are trained to render customer support that revolves around the company’s product or service. Ranging from office support to advisory services, agents are expected to provide the best possible alternative course of action for every problem and increase customer satisfaction by attending to their concerns being raised via different communication channels.

Outsourcing agents

An agent of a BPO company earns an average of USD 4,000 per year in the Philippines, which is roughly USD 345 per month. Aside from that, agents can receive more through overtime pays and holiday pays. Labor laws in the Philippines require higher pay rates during these situations. In some cases, agents can work even with just a high school diploma, but applicants with college degrees have an advantage.

Outsourcing agents
Outsourcing agents

 

Outsourcing FAQ

What is Back Office?

What is back office?

Back office is a term used to classify business activities that are not directly attributable to frontline customer support, sales, and services. Back office functions relate to administrative functions which do not directly generate income or accessed by customers, but such is necessary to streamline the other processes involved in a business.

Back office functions include, but are not limited to the following: data entry, account processing, website content management, data verification, mediation, graphic design, writing and editing services, and accounting and finance services. These functions are necessary to a business yet attribute additional cost. Some companies find back office jobs costly since you need to allow a substantial amount of capital for recruitment, salaries, and employee benefits.

Outsourcing back office

In the advent of the internet age, companies can now take advantage of outsourcing, which can lessen the cost of running back offices while maximizing its full benefits. This also translates more time for you and your core team to focus on income-generating functions. Outsourcing back office functions guarantees that you are working with skilled professionals minus the hassle and cost of recruitment, as well as other operational and employee benefit expenses. BPO companies make sure that their representatives are competent enough to handle the client's needs. Outsource Accelerator lists over 700 business process outsourcing companies in the Philippines that specializes in back office administration.

 

What is Customer Service Representative?

What is a customer service representative?

A customer service representative is an individual who interacts with customers on behalf of the company, usually to address their concerns. These representatives are the front lines of service providers whose primary service is customer support. They bear the burden of knowing first-hand of how satisfied and dissatisfied customers are with the services they availed. CSR possess a plethora of skills they need to effectively deliver customer service. Other terms may include customer service associates, and customer service advisors or consultants.

As a customer service representative, you must possess good communication and problem-solving skills. Quick wit is what you need when faced with the pressures of solving a customer complaint. Otherwise, you’ll end up with a dissatisfied customer, and dissatisfaction is bad for the business and your CSAT. The ability to build a rapport with the customer is also important, making them comfortable talking to you about their issue and listen to your resolutions.

Customer service representative in the Philippines

Outsource Accelerator provides you access to great customer service representatives that you can outsource from the Philippines starting from $6 per hour, where you can save up-to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with customer service outsourcing.

What is Help Desk Support?

What is help desk support?

Help desk support is incorporated with Information Technology (IT). It is technical support provided for customers who have issues and problems such as hardware and software related. Organizations who have their help desk support usually tracks the technical issues until further resolutions have been provided. Help desk support typically uses a software to deliver fast assistance, such as email support, chat support, and inbound calling.

One popular type of help desk support is in the form of a call center company. A call center has many call center agents or whom we usually refer to as call as customer service representatives. These call center agents ensure straightforward resolutions in any form of issues such as technical issues, shipment-tracking, placing an order, and such. These are considered as a help desk support.

Outsourcing help desk

It is a must to provide exceptional help desk support coupled with excellent communication skills. A good command for the English language is a great advantage for a help desk support agent. The team should also be fully equipped with the product knowledge, and who are prompt to answer customer’s inquiries. An outsourced help desk support team have a hands-on team management system that ensures quality assurance and both non-voice and voice help desk support.

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with outsourcing help desk support.

What is Business Process Outsourcing (BPO)?

What is Business Process Outsourcing?

Business Process Outsourcing (BPO) is the engagement of services from a third-party provider. BPO uses various technology-enabled services to hasten the delivery of services. The business activities could be back-office such as, but not limited to, payroll, accounting, human resources, or front office jobs like customer service, sales, and marketing, etc. In the case of content providers, these business activities could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business activities use their time on core services and competencies. With this shift in focus, companies improve their current processes that may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies. Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so.

How does Business Process Outsourcing work?

When a business engages an external specialist to manage and operate some of its internal processes, it's referred to as business process outsourcing. Such ‘processes’ include customer service, accounting and finance, or sales. It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings: significant savings of up to 70%, leveraging the lower global salaries Global market: access to a bigger employment pool of talent Global presence: having operational across the globe increases trade opportunities Flexible workforce: reduces internal local labour and employment compliance obligations Leverage skill: leveraging the skills of other specialist companies Focus: enables the client company to focus on their core functions

 

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing many millions of people worldwide. Some examples include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for hem full time, remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalist, in that they offer a full range of professional services, although some specialise in certain verticals (ie accounting, or animation).

Location

Business process outsourcing typically operates form developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting: operational, technical and specialist functions Healthcare: various functions of the backend of the healthcare and health-insurance industries Creative and content: everything from post-production of Hollywood movies to newspaper and website content Tech, IT and development: network management, web and app development and maintenance Sales & customer support: ongoing sales and customer operational support and delivery Marketing: ongoing marketing, communication and branding activities Talent and HR: externalising the management of company HR, recruitment and compliance Administration: general business administration and operational activities Business Process Outsourcing (BPO) services

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 4,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, business process outsourcing.

Related outsourcing resources

    Transform your business
    Icon
    CONSULT
    Icon
    3 QUOTES
    Icon
    START
    Icon
    FAST-TRACK
    Icon
    TOOLKIT
    X
    Shares