Customer-Centric

Definition

What is Customer-centric?

Customer-centric is a marketing strategy based on placing your client first and at the center of your business to supply positive experiences and develop long-term relationships. Being customer-centric means coming up with strategies to foster a positive customer journey for every client.

Call centers can serve as helpful platforms for effective commercial contact between consumers and agents. It is essential to use the information generated from customer data to make it efficient. This data can help to make the actual customer-centric in the call center environment.

Building a customer-centric call center

Many businesses are using a customer-centric approach to deliver service. They recruit more trained agents, provide them with extensive preparation, and input to their staff. Having a customer-centric approach also means working on customer awareness. Educating your clients about your products and services is a vital part of being more customer-centric. It helps to make the clients use the services to their full extent.

It is vital to identify the consumer’s needs, interests, and behavior to develop a customer-centric culture in a call center. A certain group of consumers may only rely on the end product, such as a decent service, while others may be involved in the quality of the service. Understanding the customer’s needs will help you take the right actions to make the company more customer-centric.

Strategies to create a customer-centric company:

It is essential to always think about your customers and place their needs above all else. Here are some strategies that companies can use to create a customer-centric environment.

  1. Make investments in customer service. Building a customer-centric organization allows you to spend much time and money on your support staff so that they don’t just fight to clear the queue.
  2. Democratized consumer insights get everyone in the company involved in support. The company has set up a new department, a joint customer and employee service unit, to promote customer awareness.
  3. Actively solicit customer feedback. Listening to consumers is an inherent aspect of being customer-centric. It’s hard to know how you can boost your consumer service if you don’t have a strategy to gather customer reviews daily.
  4. Incorporate compensation to the customer. Organizations should strengthen a customer-centric environment by their rewards scheme.
  5. Structure your company to enable customer-centricity. Building a customer-centric business begins with creating an employee-centric organization. When you pay your workers well, you inspire them to delight customers at any moment, customer focus becomes a part of how the company works.

 

What is Customer-centric
What is Customer-centric?

Outsourcing FAQ

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 Customer Experience?

What is customer experience?

Customer experience is often defined as the overall interaction of the customer and organization for a certain period of time. This interaction constitutes the following: customer involvement, customer journey, and the environment. Having a positive review on each point of contact means that the customer experience is pleasant.

Customers’ involvement may range from emotions, whether rational or irrational, to physical needs, or psychological needs. Moreover, it can extend from the simple act of talking with customers up to the product packaging, features, reliability, and affordability. Overall, positive customer experience is an excellent competitive edge that your company should provide in order to stay competent and successful in market.

Customer experience outsourcing

Outsource Accelerator provides you information about what to look for in outsourcing companies that can help you create a platform that encourages a positive customer experience. It is important to work with someone who can help your customers have a memorable journey with you, which is essential in achieving customer loyalty. After all, customer loyalty is the foundation of brand recognition and credibility in the market. Outsourcing helps you work with professionals who are well-versed with the right skills and experience to implement customer service strategies that work.

What is a Knowledge Base?

What is a knowledge base?

A knowledge base is a system of related information. Promoting the gathering, organization, and retrieval of data about a service or a product FAQS, tips, guidelines, and rules or standards in an organization. It can also support computer system information retrieval on various matters. These data are readily available - anytime & anywhere to provide employees and customers with easy access to the information.

With modern technology, there's almost a limitless availability of knowledge base information on the internet. Consumers demand not only effectiveness but efficiency, with just a point and a click, people can already know what's the benefit of a product, know the list of cool places to visit, even the steps on how to cook a perfect dinner. Additionally, a knowledge base can be used by companies to easily keep track of all work-related information about the employee.

Knowledge based outsourcing

There is a need for users - both internal (ie. agents), and external (customers) to effortlessly access information. Both have the primary goal of data-sharing so that information is made readily available for satisfying user query. Businesses have improved over the years through better management and usage of a knowledge base system.

Outsource Accelerator specializes in helping small & medium sized enterprises (SMEs), with 2-500 employees, typically based in the high-cost English-speaking world. We are the experts in transforming these businesses with outsourcing.

What is Fully Managed Outsourcing?

What is fully managed outsourcing?

Fully Managed Outsourcing is one of the many services offered online by various outsourcing companies. It is a kind of laser-focused management that takes over the business process and tracking of the organization’s KPI metrics, training and development of employees, and quality assurance for the client. When routine tasks and jobs are outsourced, the company will have more time to focus on the more essential aspects of the business.

Fully managed service

Working with a fully managed outsourcing can be beneficial to any specific organization. Despite working offshore, Business Process Outsourcing (BPO) companies can still provide a fully managed service to their clients. They ensure the best operational structure, competitive pricing structure, proven processes, and guaranteed results with their operational overseers. They can build a team and hierarchy; they do well-prepared implementation and alignment; and are also aligned to their high-quality mission, objectives, and culture. This kind of partnership promises a deliverable-based solution that can hit KPIs, targets, and metrics. Lastly, they can ensure continuous improvement as you go along with your business.

Outsource Accelerator provides you access to the best 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 fully managed outsourcing.

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