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Best Practice

Definition

What are the Call Center Best Practices?

Many businesses need the assistance of virtual call centers for more than answering a high number of calls. Call centers are used by companies to delight consumers to hit sales expectations. 

Here are some of the best call center best practices to have excellent customer service:

Increase the availability of real-time omnichannel support.

Customers should be able to access your contact center from any smartphone. By transforming your inbound call center into a call center, you will be able to offer better service. Call center representatives may respond to inquiries through phone, email, text, and social media.

ROI knowledge is essential.

Failure to achieve first call resolution for consumers will cost a call center company five to ten times more than the operating savings by developing FCR.

Integrate Customer Feedback with Performance Enhancement.

Call center changes need not be limited to agents. Customers are sometimes the greatest source of data on a company’s perceptions and relationships.

Seek expert advice on compliance.

The best program has features that assist inbound call centers in complying with laws and regulations, but compliance is largely the responsibility of the company.

Importance of implementing best practices in a call center

Clients demand brands respond quickly and with expertise. You will do this by offering call center training to your employees. The more they know about how to fix major problems, the less they need to put consumers on hold. Your team’s call center skills will strengthen with daily training.

For so many platforms open, the team’s workload can be overwhelming. To ensure that the department operates seamlessly and effectively, you must review your team’s workflow and improve your own call center best practices.

 

What are the Call Center Best Practices
What are the Call Center Best Practices?
Outsourcing FAQ

What is Business Continuity Plan (BCP)?

What is a business continuity plan (BCP)?

A business continuity plan (BCP) is a part of risk management strategy to help the business recover from potential threats. This includes cybersecurity attacks, weather-related calamities, and other force majeure events such as pandemics. 

Business continuity planning involves listing all the possible risks that the business will face, how this will affect its operations, and how they can prevent this from happening. It also aims to protect the assets and resources of a company in case these threats happen.

Business continuity plan template

Usually, BCP development consists of impact analysis, recovery, organization, and training. A BCP uses realistic and time-bound risks that commonly affect the business. Then, they can analyse how to prevent this and recover from setbacks of these risks. Templates to document BCP is available from resources on the internet.

 

Three elements of the business continuity plan

Here are the three primary components of a business continuity plan:

Recover personnel 

Successful BCPs have to secure the approval of their superiors. Set up a team of people from each of your company's most important departments to oversee the process and assign a manager to handle it.

Recovery procedure

This section of your BCP details how you intend to keep your firm running in the event of an emergency. This strategy should identify and prioritize essential company assets including equipment, the IT system, and contact lists.

Preparing a recovery procedure will help you identify potential hazards or threats to these assets and compile an emergency plan.

Data archiving

 Your BCP should always include a backup plan. There are two sorts of backups to consider when creating a backup strategy: on-site and off-site.

The on-site backup includes tape drives and external hard drives. As an emergency backup, make a copy of the following records: Financial and legal papers, contracts, and policies.

What is Entrepreneur?

What is an Entrepreneur?

An entrepreneur is the founder or creator of a new business, bearing its risk and enjoying its rewards. They build a company (possibly from scratch), and aggregates capital and labor in order to produce goods or services for profit. They also play a key role in any economy, and depending on the success of their business, they provide employment and growth opportunities.

The entrepreneur is primarily responsible for how the company runs and operates. An entrepreneur who regularly launches new businesses, sells them and then starts new businesses is called a “serial entrepreneur.”

Examples of successful entrepreneurs

Here are some examples of famous and successful entrepreneurs:

Steve Jobs of Apple Vera Wang Bill Gates of Microsoft Ariana Huffington of The Huffington Post and Thrive Global Jack Dorsey of Twitter Emily Weiss of Glossier

What is Cost-cutting?

What is Cost-cutting?

Cost-cutting refers to measures done to reduce costs while increasing profit. Businesses look at their expenses and seek ways on how they can improve their spending. 

The definition of cost-cutting may come in the form of downsizing to a smaller office, closing down branches, or laying off excess employees.

Cost-cutting does not always mean that a business is failing. These measures apply to any stage, whether they are starting, expanding, or already maintaining their size. 

Usually, entrepreneurs who cut their expenses aim to increase their savings and profit since they have limited cash flow.

Cost-cutting strategies

There are different ways to cut costs, such as bartering and finding alternatives to availed services, finding a lower office space with better amenities, and going digital. Business Process Outsourcing (BPO) is also a good way to save costs without sacrificing service quality. 

India and the Philippines, the most popular outsourcing destinations, offer a wide range of services at a fraction of the cost versus hiring in-house employees.

Cost of hiring a BPO

Hiring a BPO provider can totally transform a company’s revenue and free up working capital. However, the total cost of outsourcing varies depending on each job function and location of the outsourcing company. 

Outsource Accelerator helps you save up to 70% on costs compared to developing a fully-staffed in-house department. It covers all the expenses needed in setting up a team — such as office space, equipment, and tools — so that you do not have to worry about those things anymore.

Employee salaries, benefits, onboarding, and training are also managed already. The only thing you need to think about is the tasks that you want to delegate to your offshore team.

What is What is business process outsourcing?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the delegation of business processes to an external service provider to a nearby or farther location. BPO uses various technology-enabled services to optimize the delivery of services.

Some of the usual outsourced business functions are the following.

Payroll Accounting Human resources Customer service Sales Marketing

In the case of content providers, these could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business processes use their time on core services and competencies.

With this shift in focus, companies improve their current processes which 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. Outsourcing services can also help them save costs and resources in hiring suitable employees.

How does Business Process Outsourcing work?

Business process outsourcing happens when a business taps a third-party service provider to operate some of its internal processes. 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

Companies can enjoy savings of up to 70% by leveraging the salaries and costs in countries such as the Philippines and India.

Global market

Businesses get to access a bigger pool of talent that can fit their requirements. They can have better options in hiring employees since they are not limited to what is available in their home countries.

Global presence

At the same time, business process outsourcing opens clients to global trade opportunities. They can establish their global presence and expand more easily to other locations since they already have operations in the area.

Flexible workforce

BPO reduces internal local compliance obligations including providing additional office spaces to employees. Instead, organizations can hold their business operations on a remote setup, most usually having their teams in an office provided by the BPO firm.

Leverage skill

Companies cannot always do everything on their own. BPO enables them to leverage the skills of other specialist companies on more complex tasks such as accounting and IT.

Focus

Lastly, BPO enables organizations to focus on their core business functions. This is since most of their non-core business operations are done with the help of a reliable service provider.

Business process outsourcing examples

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

BPO can be seen in different forms and contexts, from hiring single staff to getting an offshore team. Some examples of BPO 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 them full time and 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 generalists, in that they offer a full range of professional services.

Meanwhile, some specialise in certain verticals such as the following.

Legal process outsourcing

Legal process outsourcing deals more with delegating legal processes and compliances to legal firms in another area.

Knowledge process outsourcing

Meanwhile, knowledge process outsourcing enables companies to outsource knowledge-related work including research and development, innovation, and creatives.

Location

Business process outsourcing typically operates from 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

Outsourced finance and accounting services help businesses manage their books, monitor cash flow, and keep up with corporate income tax compliances without fuss.

Healthcare

Healthcare outsourcing, meanwhile, organizes various back- and front-end functions done for the healthcare and insurance industries.

Creative and content

Creative services outsourcing covers everything from post-production of Hollywood movies to newspaper and website content.

Tech, IT and development

IT outsourcing involves delegating network management, web and app development, and cybersecurity protection to IT firms in different countries.

Sales & customer support

Some BPO providers specialize in sales and customer support for pre- and post-sales transactions. This helps companies meet the expectations and demands of their customers, keeping them satisfied even after their purchase.

Marketing

BPOs and marketing firms can help in ongoing marketing, communication and branding activities for their clients. This helps them attract more suitable leads in a cost-efficient way.

Talent and HR

Businesses can delegate HR, recruitment and compliance to professional employer organizations to maximize recruitment and workforce management.

Administration

Generalist BPOs help organizations accomplish general business administration and operational activities. This includes data entry, appointment setting, and other related functions.

Supply chain management

Lastly, e-commerce stores benefit from outsourcing supply chain management to manage warehouse and delivery processes.

Top BPO companies in the world’s top outsourcing hubs

A wide range of business process outsourcing companies in different parts of the world provide utmost services to their Western and local clients. Many of them even earned recognition by award-giving bodies due to their performance in both their roles and their level of care for 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

With the rise of new offshore outsourcing locations, companies can have better options in terms of location and services they can delegate. However, finding a suitable BPO company can be a daunting task to be done on their own.

Good thing advisory services such as Outsource Accelerator is there to help them.

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500+ BPOs from different locations.

Outsource Accelerator's offerings make it easier for clients to learn about, and engage with, business process outsourcing companies worldwide.

Want to learn more about outsourcing? Check out the Inside Outsourcing book as well as the Inside Outsourcing book review today!

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.