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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.

What is customer service?
What is customer service?

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 FAQ

What is Finance & Accounting?

What are finance and accounting?

Many businesses are looking for ways to manage cash flows and save on costs. One specific way to do that is by hiring somebody who has the foundational knowledge that can perform finance and accounting offshore. But what are they exactly?

Finance and accounting are two aspects of a business that work together. It is all about keeping track of financial statements, financial transactions, and financial reporting.

These financial transactions are recorded in a balance sheet using generally accepted accounting principles. The financial statement is where all the transactions can be found and are then presented to the management team or client for financial reporting.

These are all essential in any corporate finance reports about financial accounting because they will measure the return on investment, income statement, income taxation, financial assets, cash flow analysis, and even the liabilities the company has.

These are the primary reasons why most organizations opt to outsource finance and accounting. It is now one of the best digital resources expanding in the online world to manage an organization's finances.

Finance and accounting BPO trends

More and more companies are increasingly seeing outsourcing as a solution to every problem in business operations.

Whether to gain an edge in the financial market, perform finance coursework, or drive the company’s financial performance, outsourced finance and accounting can help largely.

Here are several accounting and financial trends that an outsourcing company could help you get in line with:

Real-time visibility

Updating your financial data and financial records every time a financial transaction occurs takes a lot of time.

Outsourcing firms can solve these business problems and deliver real-time, accurate, and top-quality data to all clients and investment firms.

Tax assistance

Most outsourced accounting firms include tax prep for government agencies and advisory among their core services. By relying on them to handle all your financial records, there is a developed synergy between your tax prep and accounting.

Planning and recording

For companies that lack the time and resources to handle complex financial concepts, financial planning, and recording transactions, outsourcing firms can put world-class accountants and financial analysts in charge of these efforts.

With these laid out properly, your accounting can start aligning your business operations with the financial market strategies.

Performance dashboards 

Dashboards compile and update your key performance indicators (KPIs) in one place so that business leaders can access any financial information anytime.

Investment firms can set up and maintain dashboards or general ledgers for clients eager to make business decisions based on business insights rather than intuition.

Cloud migration 

Shifting your accounting practices and services to the cloud is more important than ever nowadays. Outsourcing firms can handle technical, financial, and operational matters to make quantitative analysis easier and more reliable.

With the use of outsourced accounting technology and software, managerial accounting can be done seamlessly and accurately.

Outsource finance and accounting

This is the reason why outsourcing accounting has become a trend and a smart alternative for most organizations. It has become the go-to service to empower businesses in reaping the benefits of working with trustworthy and skillful finance and accounting outsourcing companies.

Most outsourcing companies have an experienced recruitment team that is capable of hiring certified public accountants and finance professionals that are adept and experienced in the field.

Outsource Accelerator provides you access to finance and accounting specialists that you can outsource from the Philippines starting from $6 per hour, where you can save up to 70% on staffing costs.

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500 BPOs… all designed to make it easier for clients to learn about and engage with finance and 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 that have their help desk support usually track the technical issues until further resolutions have been provided. Help desk support typically uses 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 help desk support.

Help desk support duties

The typical workload of a help desk support team varies depending on the needs of the company and its clients. The majority of help desk representatives are the first point of contact when issues arise within a business’ products and services.

A ticketing system is common in everyday help desk operations so that each member of the team can address and close out each problem that is being raised by a client.

In general, a help desk support employee is responsible to do the following.

Respond to incoming IT issues  Maintain computer systems and act as support the system is down Perform configurations and upgrades in computers when needed Assist with the onboarding of new employees Track and list all equipment, software, and tech licenses

Outsourcing help desk

It is a must to provide exceptional help desk support coupled with excellent communication skills. A good command of 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 customers’ inquiries. An outsourced help desk support team has 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 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 help desk support.

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!

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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.