Benchmarking

Definition

What is Benchmarking?

Benchmarking is the process that call centers use to compare their efficiency to other leading companies in the same industry. The factors that need to be considered in benchmarking are the products, services, or procedures. 

Benchmarking is developing into a collective mechanism that lets BPO suppliers and customers set project boundaries and priorities together. It also helps ensure that everyone involved receives the best benefit from an outsourcing partnership.

Two types of call center benchmarking

Call center benchmarking evaluates the operations and metrics of one call center to those of related organizations. The point of benchmarking is to recognize internal prospects for change. Here are the two main types of benchmarking the BPO industry:

  • Competitive benchmarking. The competitive benchmarking tests the efficiency of one call center against its immediate rivals. It can be a clear indicator of whether or not the call center is up to scratch. You may have surpassed metrics in some categories, but you need a little help in others. The easiest way to figure out is to see how you line up with other related companies.
  • Process benchmarking. The process benchmarking, meanwhile, tests the efficiency of the corporate practices of one call center across industries. Process benchmarking tells the company how it rates operating efficiency relative to rivals and market experts. Also, it identifies fields that have the most scope for near-and long-term process change.

 

What is Benchmarking?
What is Benchmarking?
Outsourcing FAQ

What is an Agent?

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.

 

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 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 Shared Services Centre?

What is a shared services centre

A shared services centre is the dedicated unit responsible to do specific operations to the company, such as human resource, IT, accounting, and payroll. They centralise a common task from different teams instead of having one for each team to have a better organization and processing. 

Shared services centres are considered an internal service provider for the company. They help the main corporate team focus on growth and management aspects through handling these operations. 

Shared services centre characteristics

The specific characteristics of a shared service centre may vary depending on the requirements they need to do a task. However, they should at least have standard processes, infrastructure, manpower, and compliance to operate. For instance, an accounting department should have specific processes on handling account payables, receivables, financial statements, tax filing, and payroll. At times, businesses consult an external provider for their shared services.

What is a Team Leader?

What is a team leader?

Team leaders within the outsourcing industry are in charge of handling agents or employees, reporting the team's progress to higher management, coordinating efforts and division of tasks, and resolving interpersonal concerns. As opposed to a manager, a team lead does not have the authority to hire or fire employees, but will often be called for their input into such decisions.

A good team lead will have excellent communication skills and empathy, as the creativity and organizational skills to create an environment where team members have clear goals and a clear division of labor. Depending on the team, some may define their goals and divide their labor collaboratively, other times the team lead will be the one to set both with input from the team. In both cases, a team leader must create an environment where the members have bought into the tasks at hand.

Call center team leader

In the Philippines, a team leader can earn somewhere between $7,000 - $10,000 per annum. In a typical call center environment, they are expected to handle anywhere between 5 to 15 agents at any given project.

Outsource Accelerator provides you the best customer service outsourcing companies in the Philippines, 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, outsourcing.

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