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Call Recording

Definition

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.

What is Call Recording
What is Call Recording?

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.

Outsourcing FAQ

What is a Customer Relationship Management (CRM)?

What is a CRM?

Customer Relationship Management (CRM) refers to the creation, implementation, and evaluation of strategies in managing customer relationships. With CRM, a business can deal with customer problems and complaints to increase customer satisfaction.

CRM is either a technology, a strategy, or a process, depending on how management views its purpose. 

Most often, companies integrate technology into a CRM process for a more efficient outcome. Creating a system to manage customer interactions can provide many benefits to a company.

CRM, which refers to technology, refers to the use of cloud storage, a computer system, or an application to monitor progress. CRM as a strategy identifies the philosophy of the business regarding customer relationship, satisfaction, and interaction. CRM as a process may integrate the use of technology based on the company’s strategy or philosophy.

With the proper use of these three different CRM categories, the company can create a powerful tool to aid them in dealing with demanding customers. Most companies rely on a CRM to track customer engagement to their product or service.

How can CRM help a business?

A CRM system can give a clear overview of a company’s clients. With its help, a customer’s previous history with the business, order status, and customer service issues can be easily seen by the service representative.

Additionally, using a CRM platform enables the management of inquiries across various so that companies can efficiently serve their customers without starting from scratch.

CRM in BPO

Customer relationship management is one of the main tasks delegated in outsourced companies. Commonly in call centers, CRM enables companies to attract and convert leads, retain customers, and give better services through business process outsourcing. 

This also helps them organize workflows and processes in customer service while saving costs and resources.

Outsourcing CRM

Outsource Accelerator provides you with the best outsourcing companies in the Philippines, where you can save up to 70% on staffing costs. 

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2500 BPOs… all designed to make it easier for clients to learn about, and engage with, outsourcing.

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!

What is Contact center?

What is a contact center?

A contact center is a form of customer service where a team uses different channels aside from calls for customer interaction. They match customer demands with the latest technology to provide the best service as quickly as possible. 

It has an omnichannel or multichannel approach depending on client needs. Some centers handle 11 channels while others have the most common ones: VoIP calls, email, live chat, and website support. All interactions from different channels are tracked using a customer relations management (CRM) software for easier management and coordination.

Contact center vs call center

When it comes to customer service, there are two basic types: Call centers and contact centers. Both call centers and contact centers are customer service centers but they are not the same. However, many people interchange the two terms.

Here are the call centers and contact centers main differences:

A call center handles all incoming and outgoing phone calls, while a contact center handles all customer support channels other than phone calls. Call centers utilize telephone-based communication. Contact centers can use a variety of communication methods, such as email and social media. Using advanced analytics, contact centers can build more detailed client profiles. Unlike the traditional call center who gets the client’s profiles directly to their clients. Benefits of outsourcing contact centers

Many successful companies are considering contact centers as their business expands. The advantages of leveraging contact center to your company include the following:

Offers a self-service option

Contact centers use a multi-channel approach which makes them excellent in providing self-service. As a result, customers can deal with their own minor issues before calling an agent. 

Self-service features use Artificial Intelligence (AI) to help customers solve their problems without reaching out to an agent. This method also avoids bottlenecks to your call department.

Better customer experience

Customers may prefer to contact you by phone, but more and more people are contacting you via live chat, email, or social media instead. 

Fortunately, omnichannel experiences are supported by several cloud-based contact center technologies. It means that your agents can communicate with consumers in a way that is convenient for them, whether it's via phone, email, video chat, text, or Facebook message.

Empower business growth

Customers expect their contact centers to have the channels they need. Many businesses invest in software that makes it possible for their contact centers to offer better service to their consumers.

Integrating contact centers to companies reduces the risk of falling under customer expectations and being overtaken by better-equipped rivals.

Contact center services

Customers mostly expect a business to be open on several working channels. This is what contact centers aim to do, such as in a call center, where they offer inbound, outbound, and mixed services.

Live chat, email, and inbound calls can be used to handle customer concerns like in a traditional call center. The same channels can also be used for billing reminders, delivery updates, and promotions for lead generation and sales conversion.

Outsource Accelerator provides you with the best contact center companies in the Philippines, where you can save up to 70% on staffing costs. We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPOs… all designed to make it easier for clients to learn about, and engage with, contact center outsourcing.

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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.