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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.

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 Call Recording?
What is Call Recording?
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 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 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 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 the best contact center companies in the Philippines, where you can save up to 70% on staffing costs. 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, 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 Philippines 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 900+ 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.