Average Talk Time

Definition

What is Average Talk Time?

Average Talk Time (ATT) is the length of time the consultant spends talking to clients. This allows the staff to estimate how much time they can set aside for talk-time per call. This metric is often mistaken for Average Handling Time (AHT). Identifying the distinction between the two metrics is very critical. 

Average time talk does not require time spent on hold as opposed to Average Handling Time. Ideally, this does not involve the time spent by the caller on hold. If the average time talk is too big, service providers may not respond to further requests. On the contrary, if the total speaking time is too short, the call center will be able to field further requests. As a result, lower average time talk increases client’s loyalty.

Importance of average talk time

Average talk time is one of the most essential customer insights. Average talk time represents the exposure of the clients to the call center agents.

The average talk time aims to assess the day-to-day operations of the administration of call center service providers. The index is measured and analyzed regularly. It is also vital to maximize the total speaking time to minimize additional expenses and balance the services offered to consumers.

 

What is Average Talk Time?
What is Average Talk Time?
Outsourcing FAQ

What is Serviced Accommodation Virtual Assistant?

What is a serviced accommodation virtual assistant?

Virtual assistants are the jack of all trades, and they can perform almost anything assigned to them. However, it still depends on the sector. Bookkeeping VAs, medical VAs, and legal VAs require more background or expertise in the subject, while the more general VAs are hired for other purposes like data entry, journalism, writing, or personal assistance.

Services accommodation virtual assistants work for the hospitality sector, and are responsible for: covering guest liaison, setting up and managing the company’s social media research, and helping with other tasks as required.

Skills needed to be a serviced accommodation virtual assistant

Here are the skills and traits needed to be a serviced accommodation virtual assistant:

English proficiency Excellent communication skills Microsoft Office proficiency Time management and organizational skills Digital marketing skills Content/copywriting Customer service skills

What is Business Process Outsourcing (BPO)?

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.

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 Top BPO companies in the world's top outsourcing hubs

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:

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies 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.

What is Call Recording?

What is Call Recording?

Call recording, also known as phone recording or voice logging, is the operation of recording the incoming and outbound calls to a call center. It can involve functionality like manual pause and recovery of live call files by an agent from the call center's software interface.  

In general, call recording is your business' ability to record a voice conversation over an audio source. Whether it is an active call or conference call, it can be recorded and then stored as a digital file to be transcripted or listened to at a later time. Call recording is also known as phone recording or voice logging.

Why is Call Recording important?

Call recording directly affects the monitoring of expenditures, call center productivity and company activities. For example, call logging guarantees enforcement in call centers, the avoidance of liability problems, and future lawsuits. Call tracking will also have a beneficial impact on the preparation of agents and minimize expensive mistakes.

Interaction between the employee of the call center and the client is essential. The agent must follow the call center’s standard procedures, speak appropriately, handle the client with dignity, maintain a friendly tone in the interaction, and have responses to all customer questions.

 

What is Resolution Time?

What is Resolution Time?

Resolution time is the average amount of time it takes for a customer service provider to resolve a customer’s issue, request, or concern. It is the amount of time from when the client creates an incident report or files a ticket, to when the problem or cause of concern is actually solved.

This metric is typically measured through business hours instead of clock hours, due to the company's customer service organization down time. It may vary depending on the company though, as more and more businesses are investing in 24/7 customer service teams.

Resolution time vs. response time

These two terms are typically interchanged, but they have one distinct difference. Like mentioned above, resolution time is the average amount of time it takes for a customer service provider to resolve a customer’s issue, request, or concern.

Response time, on the other hand, refers to the average amount of time it took for a customer service provider (automated bots not counted) to address the client’s incident report and let them know that they’re currently working on it.

 

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