Customer Service

Definition

What is customer service?

Customer service is a process of delivering a product or service to a customer in an efficient, accessible, cost-effective, and satisfying manner. It is creating a relationship that involves trust and builds loyalty, even after the delivery is made. Customer service is knowing how to deal with customers and understanding their needs and wants. It is finding what customers want during the entire process of delivering the product or service.

Excellent customer service is knowing when to ask the right questions to get the correct answers. It is listening wholeheartedly to your customers as if you’ve known them for a very long time. Excellent customer service is learning to adapt and provide solution to each individual client. It is discovering the right level of judgment then and there. Most importantly, in-depth knowledge of the products or services you offer is the ultimate foundation of a great customer service experience. Communication skills, creating the right environment, and being friendly aren’t enough if you don’t have in-depth knowledge of the product or service that your company offers.

Outsourcing of customer service

Outsource Accelerator provides you the best customer service 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, outsourcing.

Outsourcing of customer service
Outsourcing of customer service
Outsourcing FAQ

What is Finance & Accounting?

What is finance and accounting?

Finance and Accounting are two aspects of a business that work together. It is all about keeping track of financial records and transactions. These transactions are recorded and balanced using accounting standards. The financial report is where all the transactions can be found and are then presented to the management team or client. This is essential in any form of companies or corporations as reports about finance and accounting will measure the return on investment, assets, and liabilities the company has.

However, did you know that there is such a thing as finance and accounting outsourcing? It is now one of the best digital resources expanding in the online world. Many businesses are looking for ways to save costs. One specific way to do that is by hiring somebody who can do finance and accounting offshore. This process can be incredibly beneficial for both clients and employees.

Outsource finance and accounting

This is the reason why outsourcing became a trend and a wise alternative for businesses. It has become the go-to service to leverage businesses in reaping the benefits of working with trustworthy and skillful finance and accounting outsourcing companies. Most outsourcing companies have an experienced recruitment team who is capable of hiring individuals that are adept and experienced in the field of finance and accounting.

Outsource Accelerator provides you access to great finance & accounting specialists that you can outsource from the Philippines starting from $6 per hour, 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 finance & accounting outsourcing.

What is Digital Marketing?

What is digital marketing?

Digital marketing is the use of a management strategy that incorporates electronic products and services. Digital marketing may apply to the use of content marketing, social media marketing, or affiliate marketing to increase brand or business awareness. 

Businesses use different marketing strategies to reach more customers and deliver the information they can use in decision making. At the heart of digital marketing is defining clear goals. Without these goals, digital marketing would be a waste of time, effort, and financial resources. 

Types of digital marketing

Digital marketing campaigns require both creative and technical aspects to work. These include:

Content marketing Search engine optimization Social media marketing Email campaigns Affiliate marketing

A digital marketing campaign can either be paid or free. Paid marketing campaigns might have a better chance of being successful than with free marketing. However, one can’t rely on just paid marketing efforts. You still have to ensure you aren’t wasting valuable resources.

Outsource digital marketing

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 digital marketing.

What is Help Desk Support?

What is help desk support?

Help desk support is incorporated with Information Technology (IT). It is technical support provided for customers who have issues and problems such as hardware and software related. Organizations who have their help desk support usually tracks the technical issues until further resolutions have been provided. Help desk support typically uses a software to deliver fast assistance, such as email support, chat support, and inbound calling.

One popular type of help desk support is in the form of a call center company. A call center has many call center agents or whom we usually refer to as call as customer service representatives. These call center agents ensure straightforward resolutions in any form of issues such as technical issues, shipment-tracking, placing an order, and such. These are considered as a help desk support.

Outsourcing help desk

It is a must to provide exceptional help desk support coupled with excellent communication skills. A good command for the English language is a great advantage for a help desk support agent. The team should also be fully equipped with the product knowledge, and who are prompt to answer customer’s inquiries. An outsourced help desk support team have a hands-on team management system that ensures quality assurance and both non-voice and voice help desk support.

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 help desk support.

What is Business Process Outsourcing (BPO)?

What is Business Process Outsourcing?

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.

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