Automatic Number Identification (ANI)

What is Telephone Answering Service?

A telephone answering service is a type of customer service where an agent answer calls on behalf of the business. They usually take care of client calls after office hours or when the owner is away. With this, the business can offer extensive service to their clients anytime.

A company can avail of their service at a specific time (from 6:00 AM to 12:00 MN), during office hours, or 24/7. They can also hire a telephone answering service to do other tasks such as order taking and helpdesk support.

Businesses of any size can use a telephone answering service to their advantage. Travel agencies, clinics, restaurants, and law firms use this to assist clients with on-demand needs and inquiries. Credit card companies put up a helpline for concerns such as stolen cards, fraudulent activities, and balances.

What is Business Process Outsourcing (BPO)?

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.

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.

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

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

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

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

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

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

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).

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.

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.

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

A wide range of BPO companies in different parts of the world provide utmost services to their Western and local clients. Many of them have even earned awards and recognitions by award-giving bodies due to their performance on both the roles they take and on their way of taking care of the employees.

Check out the top BPO companies in several outsourcing destinations below:

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.

What is Computer-Telephony Integration (CTI)?

Computer-Telephony Integration or CTI is a platform that allows electronic systems to communicate with phones and other means of communication. Email, live chat, fax, and text messaging are the usual CTI platforms that people use. Many call center companies utilize call center tools with CTI functionality. CTI helps these call centers achieve a strategic advantage in their business by allowing them to take a more informed approach to communicate with their telemarketers.

The right CTI system would help the agents to save time and effort during each call phase. As a result, they will be able to keep calls, queue them, and connect using the same interface in which they manage calls.

Computer telephony integration can offer more than adding telephone controls to the call center agent’s interface. CTI also offers capabilities that are at the core of operating an accessible and productive call center.

Here are some of the benefits of Computer Telephony Integration:

What is a Call Center?

A Call center may refer to a physical center where an outsourcing company conducts various customer contact services that act as a front liner to customers. Call centers comprise of a team of agents who are trained for the product or service being offered. A call center may also refer to a type of BPO setup where a client gets a remote team to handle its customer service hotlines and attend the client’s customers in its behalf.

In call centers, agents often does inbound or outbound call handling. The former talks about customer service, order processing or technical support. The latter focuses more on telemarketing, promotions or selling. In this setup, it is the call center agent who initiates the call to potential customers.

A call center employs agents who act as representatives of their client’s behalf to deal with questions, concerns, and complaints of the customers. Aside from that, call centers can also function as sales hotlines and telemarketing teams. Outsource Accelerator provides you the best call center outsourcing companies in the Philippines, where you can save up-to 70% on staffing cost.