Caller service recovery is a concept that suggests that a consumer that had a negative experience and gets a prompt, successful response to their complaints would be more loyal than a customer that has no bad experience at all. A negative experience gives a company the ability to show how important the client is.
Caller service recovery is the process of connecting with people who have had a bad service experience to make it right. Customer satisfaction, new customer acquisition, and brand recognition are all supported by successful service restoration. Creating a process for service recovery will help the call center have a better effect on the market.
Basic steps to caller service recovery
There are several ways to predict future challenges by allowing the consumer to provide feedback. Here are some of the best practices for caller service recovery:
Pay close attention to the client’s concerns. When clients are upset, they may be offensive or use incorrect language to express their concerns. It is common for a customer service agent to become preoccupied with how the customer is doing rather than what the client is saying.
Apologize for any inconvenience. Sincere apologies for the inconvenience should be expressed by the organization, but scripted, templated, and impersonal apologies will not work. The consumer should have the impression that you recognize your mistake, and being noticed. Show to complainants that you are taking the matter seriously and the appropriate action will be taken.
Concentrate on the Solution. Concentrate on the approach you can offer by explaining what you can do to the client. It is an efficient service recovery strategy for supplying the user with options if you believe you would be unable to fulfill the client’s expectations.
What is Automatic Number Identification (ANI)?
What is Automatic Number Identification (ANI)?
Automatic Number Identification (ANI) is a telecommunication service that helps the recipient of a phone call capture and shows the phone number of the phone that originated the call and is mostly used for billing purposes.
In the past, call center staff will manually order a toll call from the calling party number. Automatic number identification was initially developed by AT&T Corporation for inner long-distance charging purposes. It eliminates the need for call centers to manually request a toll call from the caller. The platform is sometimes sending multi-frequency digital tones together with a call.
Why is Automatic Number Identification important?
Emergency room dispatchers usually use automatic number identification to save the caller from disclosing the details. If possible, it is useful for trying to identify the caller. For example, the 9-1-1 service to the public safety point of a telephone company typically contains the ANI feature.
Call centers that connect to ANI services will use them for a positive effect on customer care. With the necessary infrastructure in place, call center companies may direct calls depending on the distance. The call area code is used to identify the possible location of the caller, and the call is diverted to the team of agents who assist that zone.
Offshore outsourcing definition
Offshore outsourcing definition
Offshore outsourcing, also referred to as Business Process Outsourcing (BPO), is the process of having work done for your business using qualified staffing solutions from countries with lower labor costs.
Offshore outsourcing, also referred to as Business Process Outsourcing (BPO), is the process of having work done for your business using qualified staffing solutions from countries with lower labor costs. Commonly IT, sales and administrative roles are carried out for businesses across the world from countries such as the Philippines and India.
Companies can benefit from accessing other countries who have more resources for people with specialized skills. One popular example of offshore outsourcing is customer service through call center companies. These BPO companies offer quality customer service at a much cheaper rate than hiring locally.
Like nearshore outsourcing, companies prefer having minor tasks outsourced so that the in-house team could focus on the vital functions of the business. One perk of offshore outsourcing for businesses is that they do not need to think about the overhead expenses for the benefits of additional in-house employees.
Overall, the company could benefit from lower human resources costs, equal or higher-quality outputs, and higher profits.
Benefits of offshore staffing
The world is becoming increasingly globalised. Technology, software and communications improvements now enable easy access to a globalised workforce. This has many advantages, but the primary benefits of offshore staffing are that:
You can significantly cut costs (typically saving 60%-80%)
Access large pools of highly qualified and highly capable staff
Source staff from across the globe instead of being limited by the local population
The benefits of offshore staffing impact small, medium and enterprise across the globe. These businesses are able to access more affordable resources to help streamline and grow their business. This is a win-win for all parties involved.
Offshore outsourcing examples
Companies turn to offshore outsourcing for cheaper wages and better quality work. Just like nearshore outsourcing, companies prefer having minor tasks outsourced so that the in-house team could focus on the vital functions of the business.
One popular example of offshore outsourcing is customer service through call center companies. These BPO companies offer quality customer service at a much cheaper rate than hiring locally.
Offshore vs onshore outsourcing
The opposite of offshore outsourcing is onshore outsourcing, which is the practice of outsourcing your business functions and non-core teams to a BPO firm in the same country where the business operates. It is also commonly referred to as “domestic outsourcing.”
Unlike offshore outsourcing, the business does not save as much on employment costs – which is the main reason why businesses turn to outsource in the first place. Since the outsourcing provider is in the same country, both companies will have the same cost of living and labor laws applied.
However, with onshore outsourcing, you wouldn’t have to deal with cultural and time-zone differences.
Offshore outsourcing pros and cons
Companies can turn to offshore outsourcing for almost every business role – whether they’re in need of customer service teams, virtual assistants, bookkeepers, graphic designers, IT consultants, and more. Further, before diving into the world of offshore outsourcing, it’s best to be informed of its pros and cons.
Pros of offshore outsourcing Substantial savings
Access to a flexible, diverse, versatile, and proficient offshore team
Experienced and competent team leaders will guide your remote team
Diminished cost and less legal responsibilities (because your outsourcing provider will take care of everything) Cons of offshore outsourcing Occasional delivery delays
Time zone and cultural barriers
Possible disclosure of confidential information Offshore outsourcing Philippines
The Philippines is the leading offshore outsourcing destination in the world. With 1.3 million BPO workers and counting, large corporations and even small to medium-sized enterprises all over the world trust that their Filipino workers and remote teams can provide excellent outputs, customer service, or IT assistance at a cost-effective price.
Outsource Accelerator provides you with the best customer service outsourcing companies in the Philippines, where you can save up to 70% on staffing cost. We have over 5,000 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.
What is an Operations Manager?
What is an operations manager?
An operations manager (OM) is responsible for the production floor of a company and oversee the production of goods and services. In the BPO industry, most operations manager would have started out as an agent and have worked their way up to being a team leader and then eventually becoming an operations manager.
As part of their oversight over operations, operations managers are expected to stay abreast on developments on local rules and regulations regarding safety, environmental compliance, and labor issues. More fundamentally, however, operations managers are expeted to have great people skills. Not only do they have to maintain awareness over the company's staffing needs, they may also be called to help out with human resources, from hiring, training, to performance appraisals.
Operations manager offshore
A typical operations manager in a BPO company handles team leaders (who in turn handles about 10-15 agents) and would earn around $1,200 per month.
Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). 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.
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:
Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber
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).
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.